Customer Service Policy of Sharkcleak

At Sharkcleak, we believe exceptional customer service is as important as the quality of our innovative cleaning products (upright, cordless, stick, robot vacuums, high-quality steam mops) and hair care products. This Customer Service Policy outlines the support we provide to help you with orders, product questions, issues, and more—ensuring your experience with us is smooth, transparent, and satisfying. By engaging with our services or purchasing from our website (the “Site”), you acknowledge and agree to the terms of this Policy, alongside our Terms of Use, Terms of Purchase, and other applicable policies.

1. Scope of Customer Service Support

Our customer service team is dedicated to assisting you with a wide range of needs related to your interaction with Sharkcleak. We provide support for:

Order-Related Inquiries: Status updates, tracking assistance, address correction requests (before shipment), order cancellations (before shipment), and clarification on order confirmations.
Product Questions: Details about product features, specifications, usage instructions, compatibility, warranties, and recommendations (e.g., which vacuum suits your home or which hair care product addresses your needs).
Shipping and Delivery Issues: Missing packages, delayed deliveries, damaged shipments, and assistance with customs-related questions (for international orders).
Returns and Refunds: Guidance on initiating returns, checking refund status, resolving refund delays, and addressing issues with return authorization (RA) requests.
Account Support: Help with account creation, login issues, password resets, updating account information (e.g., email, shipping address), and troubleshooting account-related errors.
Feedback and Complaints: We welcome your feedback (positive or constructive) and will address any complaints promptly to find a fair resolution.

2. Customer Service Support Channels

Currently, we offer customer service support primarily through email—our most efficient channel for ensuring detailed, personalized assistance. We may expand to additional channels (e.g., live chat, phone support) in the future, and will update this Policy accordingly.

2.1 Email Support

The primary way to reach our customer service team is via:

Email Address: [email protected]
What to Include in Your Email: To help us resolve your inquiry quickly, please provide:
Your full name and contact information (email address, phone number—optional but helpful for urgent issues);
Your order number (if the inquiry is related to a purchase);
A clear, detailed description of your question or issue (e.g., “My vacuum won’t turn on—purchased on [date] with order #12345” or “I haven’t received my refund for order #67890”);
Supporting documents (if applicable): Photos of damaged products/packaging, screenshots of error messages, or copies of order confirmations.

3. Customer Service Response and Resolution Timelines

We strive to provide timely support and resolve issues as efficiently as possible. Our standard timelines are:

3.1 Initial Response Time

For most inquiries (order questions, product details, general feedback), we aim to send an initial response within 3-5 business days.
For urgent issues (e.g., damaged shipments, missing orders, refund delays), we prioritize responses and aim to get back to you within 2-3 business days.
Business Days Definition: Responses are sent Monday through Friday, excluding weekends and major U.S. holidays (e.g., Christmas Day, Thanksgiving Day, New Year’s Day). Peak periods (e.g., sales events, holiday seasons) may extend response times by 1-2 business days—we appreciate your patience during these times.

3.2 Issue Resolution Time

The time to fully resolve an issue depends on its complexity:

Simple Inquiries: Questions about product specs, order status, or basic account help are typically resolved within 1-2 follow-up emails (total of 5-7 business days from initial inquiry).
Shipping/Delivery Issues: Investigating lost packages or resolving customs delays may take 7-10 business days (as we coordinate with shipping carriers or customs authorities). We will update you every 3-4 days on the progress.
Returns and Refunds: Processing return authorizations (RA) takes 1-2 business days; resolving refund delays (e.g., if a refund hasn’t posted to your account) takes 3-5 business days (after verifying with our payment processor).
Product Warranties or Defects: Resolving warranty claims or sending replacements for defective products may take 10-14 business days (including product inspection and shipping time for replacements).

4. Special Considerations for Specific Issues

To ensure consistency, we have clear processes for common customer concerns:

4.1 Damaged or Defective Products

If you receive a damaged or defective product, notify us within 7 days of delivery (per our Shipping Policy and Refund Policy).
Include photos of the damaged product, packaging, and your order number in your email.
We will either:
Arrange for a full refund (processed within 5-10 business days after confirming the issue);
Send a replacement product (shipped within 1-3 business days of approving the request, with free shipping);
Guide you through warranty claims (if the defect arises after use—per the product’s manufacturer warranty).

4.2 Missing Orders

If your order hasn’t arrived within 15 business days of shipment (exceeding our maximum estimated delivery window of 6-12 business days), contact us immediately.
We will initiate an investigation with the shipping carrier and provide you with updates every 3 days.
If the shipment is confirmed lost, we will offer a full refund (in USD) or a replacement order (free shipping)—whichever you prefer.

4.3 Refund Delays

If you haven’t received your refund within 10 business days of us confirming the return (per our Refund Policy), contact us with your order number and RA number.
We will verify the refund status with our payment processor, resolve any discrepancies, and confirm when the refund will post to your account (typically 3-5 business days after verification).

4.4 Product Warranty Support

All Sharkcleak products come with a manufacturer’s warranty (duration varies by product—e.g., 1 year for vacuums, 6 months for hair care tools).
To file a warranty claim, email [email protected] with your order number, product details, and a description of the defect. We may ask for photos or proof of purchase.
We will coordinate with the manufacturer to honor the warranty (e.g., repair, replace, or refund the product) within 7-10 business days of receiving your claim.

5. Customer Feedback and Continuous Improvement

We value your feedback as it helps us improve our products and customer service. You may share feedback via:

Email: Include “Feedback” in the subject line of your email to [email protected].
Product Reviews: After receiving your order, you may leave a review on our Site (if the feature is available)—we review all reviews and use them to address product issues or enhance customer experiences.

We periodically review customer service metrics (response times, resolution rates, feedback scores) to identify areas for improvement. If you have a suggestion for how we can better support you, please don’t hesitate to share it.

6. Changes to This Customer Service Policy

We may update this Customer Service Policy to reflect changes in our support channels (e.g., adding phone support), response timelines, or processes. When we make updates:

We will revise the “Last Updated” date at the top of this Policy.
We will post the updated version on our Site.
For material changes (e.g., changing the email address, extending response times), we will notify you via email (sent to the address associated with your account) or a prominent banner on the Site.
Your continued use of our Site or engagement with our customer service team after the updated Policy takes effect constitutes your acceptance of the changes.

7. Final Note

Our goal is to ensure you feel supported at every step of your journey with Sharkcleak—whether you’re browsing products, placing an order, or needing help after purchase. If you have any questions about this Policy or need assistance, please reach out to us at [email protected].

Sharkcleak

Email: [email protected]

Last Updated: 2025.09.09