Customer Service Policy

Customer Service Policy - TheWooblesOutlet

At TheWooblesOutlet, we are dedicated to providing exceptional customer service and ensuring a smooth, satisfying shopping experience for every customer. 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. We value your trust and are committed to addressing your needs promptly and fairly.

1. Service Commitment

We strive to deliver reliable, transparent service at every stage of your shopping journey. Our core service promises include:
  • Prompt order processing: All orders are shipped within 1 business day of placement (excluding weekends and holidays).
  • Free global shipping: No hidden shipping fees on any order, delivered to your doorstep worldwide.
  • Clear return & refund process: 60-day return window for eligible products, with refunds processed within 5-10 business days of return inspection.
  • Transparent communication: Timely updates on order status, shipping, and return/refund progress via email.

2. Contact Information & Response Time

The primary way to reach our customer service team is via email. We aim to respond to all inquiries within 24-48 business hours (Monday to Friday, 9:00 AM - 5:00 PM EST). For urgent matters, please clearly indicate "Urgent" in the subject line of your email.
Customer Support Email:[email protected]
When contacting us, please include your order number (if applicable) and detailed information about your inquiry to help us assist you more efficiently.

3. Order-Related Support

3.1 Order Status & Tracking

After placing an order, you will receive an order confirmation email immediately. Once your order is shipped (within 1 business day), a shipping confirmation email with a tracking number will be sent to you. You can use this tracking number to monitor the delivery progress of your package. If you do not receive these emails or need help tracking your order, please contact our support team with your order number and registered email address.

3.2 Order Modifications & Cancellations

We process orders quickly to ensure timely delivery, so we can only accommodate order modifications (e.g., shipping address changes) or cancellations if you contact us within 2 hours of placing the order. Requests made after this window may not be possible, as the order may have already entered the shipping process. If your modification or cancellation request is approved, we will confirm the update via email.

4. Return & Refund Support

We offer a 60-day return policy for all unused, unopened products in their original packaging. To initiate a return, please contact our support team to request a Return Authorization (RA) number and detailed return instructions. Returns without an RA number may not be processed.
Once we receive and inspect your returned package (typically 3-5 business days after delivery to our warehouse), we will process your refund within 5-10 business days. Refunds will be issued to the original payment method in USD. You will receive a refund confirmation email once the process is complete. For questions about your return or refund status, please contact us with your RA number and order number.
Note: Return shipping costs are the responsibility of the customer, unless the return is due to a defective product or an error on our part (e.g., wrong item shipped).

5. Product Issues & Defects

If you receive a defective product, a wrong item, or a product that does not match the description on our website, please contact us within 7 days of receiving your order. Provide your order number, photos of the product and packaging, and a detailed description of the issue. Our team will review your claim and offer a solution, which may include a free replacement, a full refund, or a store credit (your choice). We will cover the cost of return shipping for defective or incorrect products.

6. Privacy & Data Protection

Any personal information you share with our customer service team (e.g., name, email, order details) will be protected in accordance with our Privacy Policy. We will not share your information with third parties except as necessary to resolve your inquiry (e.g., coordinating with shipping partners) or as required by law.

7. Policy Updates

We may update this Customer Service Policy from time to time to reflect changes in our services or applicable laws. Any updates will be posted on this page with a revised "Last Updated" date. We encourage you to review this policy periodically to stay informed about our customer service guidelines.
Thank you for choosing TheWooblesOutlet. We are here to help make your crocheting hobby journey enjoyable and stress-free. If you have any additional questions or concerns not covered in this policy, please do not hesitate to contact us.