Customer Service Policy

Customer Service Policy - TreeHutSheaShop

At TreeHutSheaShop, we are dedicated to providing exceptional customer service and ensuring a positive shopping experience for every user. This Customer Service Policy outlines the support services we offer, how to contact us, and the guidelines for resolving any issues related to your purchase. By using our services, you acknowledge and agree to the terms outlined below.

1. Service (Service Mission)

Our core commitment is to deliver timely, transparent, and helpful support to address your needs, whether you have questions about orders, shipping, returns, or our products. We strive to resolve all inquiries efficiently while upholding the highest standards of professionalism and courtesy.

2. Contact Channels & Response Time

2.1 Primary Contact Channel: The preferred and most efficient way to reach our customer service team is via email at [email protected]. We handle all inquiries, including order tracking, return requests, product questions, and complaint resolution, through this channel.
2.2 Response Time: We aim to respond to all email inquiries within 24-48 business hours (excluding weekends and U.S. public holidays). For urgent matters, we will prioritize your request and make every effort to provide a prompt update.

3. Order Support

3.1 Order Confirmation: Upon placing an order, you will receive an automated acknowledgment email. If you do not receive this email within 1 hour of purchase, please contact us to verify your order status.
3.2 Shipment Updates: We will send a shipment confirmation email with tracking information once your order is dispatched (typically within 1 business day of order placement). If you have not received shipment details within the expected timeframe, or if you encounter issues with tracking, please reach out to us with your order number.
3.3 Delivery Inquiries: Estimated delivery time is within 5 business days from shipment. If your order does not arrive within this window, or if you receive a damaged/incorrect package, please contact us immediately with your order number and relevant details (e.g., photos of the package or product) so we can assist promptly.

4. Return & Refund Assistance

4.1 Return Guidance: We offer a 60-day return policy for unused, unopened, and undamaged products. To initiate a return, please email us with your order number, the list of products to be returned, and the reason for the return. Our team will provide you with detailed return instructions, including the return address, within 1-2 business days of your request.
4.2 Refund Processing Support: Once we receive and inspect your returned items (and confirm they meet our return eligibility criteria), we will process your refund within 5-10 business days. If you have not received your refund within this period, please contact us with your order number and return tracking information, and we will investigate the status with our payment processing team.

5. Product-Related Inquiries

If you have questions about product ingredients, usage, storage, or availability, please contact us with your specific query. Our team will provide accurate and detailed information to help you make informed decisions about your purchase.

6. Complaint Resolution

If you are dissatisfied with our products or services, we encourage you to share your concerns with us. We will conduct a thorough review of your complaint, communicate with you throughout the resolution process, and take appropriate action to address your issue (e.g., arranging a replacement, issuing a refund, or improving our services).

7. Free Shipping Support

We offer free worldwide shipping on all orders with no minimum purchase requirement. If you are incorrectly charged a shipping fee, please contact us immediately with your order number, and we will refund the incorrect charge promptly.

8. Currency & Payment Support

All transactions on our website are conducted in U.S. Dollars (USD). If you have questions about payment processing, unauthorized charges, or payment method issues, please contact us with your payment details (excluding full credit card numbers) and order number for assistance.

9. Policy Updates

We may update this Customer Service Policy from time to time. Any changes will be posted on this page with an updated effective date. We encourage you to review this policy periodically to stay informed about our support services.
Effective Date: January 12, 2026

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