Customer Service Policy

At Manscaped US Store (manscapedusstore.com), exceptional customer service is at the core of everything we do. We are dedicated to supporting you throughout your shopping journey—from order placement to post-purchase support—ensuring a smooth, stress-free experience. Below is a detailed overview of our customer service guidelines and how we assist you.
1. Our Service Commitment
We strive to deliver timely, friendly, and effective support to address all your needs. Our team is trained to provide accurate information, resolve issues efficiently, and ensure you feel valued as a customer. Whether you have questions about products, orders, shipping, or returns, we’re here to help.
2. Service Scope & Support Topics
Our customer service team assists with a wide range of inquiries, including but not limited to:
  • Product Inquiries: Details about product features, usage instructions, ingredients (if applicable), and compatibility.
  • Order Assistance: Tracking order status (including updates on our 1-3 day dispatch and 6-12 day delivery timelines), modifying or canceling orders (when possible, before dispatch), and verifying order details (e.g., shipping address, payment method in USD).
  • Shipping Support: Clarifying shipping timelines, helping locate missing packages, and addressing issues related to our free shipping policy.
  • Return & Refund Help: Guiding you through our 60-day return process, explaining refund eligibility, and updating you on refund status (which follows our 5-10 day processing rule after return inspection).
  • Account Support: Assisting with account creation, password reset, updating account information (e.g., saved addresses), and resolving login issues.
  • Wholesale Inquiries: For business-related questions (e.g., wholesale pricing, bulk orders), our dedicated team can be reached via the specified wholesale email.
3. How to Contact Us
We offer convenient channels to connect with our customer service team, ensuring you can reach us in a way that works for you:
  • Email Support:
  • For general customer service inquiries: Reach out via our website’s “Contact Us” form or send a direct email (we recommend including your order number, if applicable, for faster assistance).
  • For wholesale inquiries: Contact us exclusively at [email protected], and our specialized team will respond to your business needs.
  • Website Support: Use the “Live Chat” feature (if available on manscapedusstore.com) for real-time assistance during our operating hours (details displayed in the chat widget).
4. Response Time
We understand the importance of timely support, so we aim to respond to all inquiries as quickly as possible:
  • Email Inquiries: We typically respond to general and wholesale emails within 1-2 business days. For urgent matters (e.g., missing orders, delivery delays), we prioritize responses to resolve issues faster.
  • Live Chat: During operating hours, live chat responses are provided within minutes to address your questions immediately.
5. How We Resolve Issues
If you encounter a problem, our goal is to find a fair and efficient solution:
  1. Issue Submission: When contacting us, provide clear details (e.g., order number, problem description, photos if relevant) to help us understand and address the issue quickly.
  1. Investigation: Our team will review your inquiry, verify relevant information (e.g., order status, return eligibility), and gather any necessary details.
  1. Resolution & Follow-Up: We will propose a solution (e.g., refund, replacement, shipping adjustment) and keep you updated throughout the process. After resolving the issue, we may follow up to ensure you’re satisfied with the outcome.
6. Feedback & Suggestions
We welcome your feedback—whether positive or constructive—as it helps us improve our products and services. You can share your thoughts via email, the website’s feedback form, or through post-purchase follow-up communications. We review all feedback regularly to make meaningful changes that enhance your shopping experience.