Customer Service Policy – Skimsn
At Skimsn, we are committed to providing exceptional customer service to ensure your experience with us is smooth, satisfying, and hassle-free. This policy outlines how we support you, the channels available to reach us, and our commitment to resolving your concerns.
1. Our Commitment
We strive to:
- Address your questions and concerns promptly and professionally.
- Provide accurate information about our products, orders, shipping, returns, and policies.
- Ensure fairness and transparency in all interactions.
- Continuously improve our service based on your feedback.
2. Service Hours
Our customer service team is available to assist you Monday–Friday, 9:00 AM–6:00 PM (EST). Messages sent outside these hours will be addressed on the next business day.
3. Contact Channels
You can reach our customer service team through the following channels:
- Email: Send your inquiries to [email protected]. This is our primary channel for detailed requests (e.g., order issues, returns, product questions).
- Website Form: Use the “Contact Us” form on our Website, and we will respond to your submission via email.
We aim to acknowledge all messages within 24 business hours and resolve most issues within 1–3 business days, depending on the complexity.
4. What We Can Assist With
Our team is here to help with:
- Order Inquiries: Tracking orders, updating shipping addresses (if possible), checking order status, or modifying orders (before shipment).
- Product Information: Details about sizing, materials, care instructions, availability, or compatibility.
- Returns and Refunds: Guidance on initiating returns, checking refund status, or resolving issues with returned items (see our Refund Policy for details).
- Account Support: Assistance with creating, accessing, or updating your Skimsn account.
- Feedback and Complaints: We welcome your feedback—positive or constructive—and will work to address any complaints to your satisfaction.
5. How We Handle Complaints
If you are unsatisfied with our service or products:
- Contact us with details of your concern, including your order number and relevant information.
- Our team will review your complaint and respond with a proposed resolution within 3 business days.
- If the initial resolution is not satisfactory, we will escalate your case to a senior team member for further review, with a follow-up within an additional 2–3 business days.
6. Privacy and Confidentiality
Your personal information (e.g., order details, contact information) is treated with strict confidentiality and used only to assist with your inquiry, in accordance with our Privacy Policy.
7. Changes to This Policy
We may update this Customer Service Policy to improve our services. Updates will be posted on the Website, with the “Last Updated” date revised. Your continued use of our services constitutes acceptance of the updated policy.
Last Updated: August 19, 2025
We value your trust in Skimsn and are dedicated to making your experience with us exceptional. Thank you for choosing us!