Customer Service Policy
Customer Service Policy
At Earth Breeze Official Store, customer satisfaction is our top priority. We are committed to providing professional, efficient, friendly, and transparent customer service to every global shopper. This Customer Service Policy outlines our service standards, support scope, order service rules, and customer rights protection mechanisms. It applies to all users, visitors, and customers who purchase Earth Breeze products through our official website. By using our website and services, you agree to the service terms specified in this policy.
1. General Service Principles
We adhere to the core service principles of customer-oriented, transparent process, efficient response, and reliable guarantee. Our professional customer service team is dedicated to solving all order and product-related problems for global customers. We maintain a polite, rigorous, and responsible service attitude for every consultation, ensuring that all customers enjoy a safe, reassuring, and pleasant online shopping experience. All our service operations strictly comply with international e-commerce service standards and brand official regulations.
2. Service Scope
Our customer service team provides comprehensive full-cycle support covering the entire shopping process, including pre-sales consultation, in-order processing, and after-sales maintenance. The main service scope includes product feature consultation, ingredient inquiry, usage guidance, order information confirmation, shipping status tracking, logistics problem handling, return and refund guidance, policy interpretation, abnormal order processing, and product after-sales problem solving.
3. Service Response Standard
To ensure timely and effective communication with global customers from different time zones, we provide 24-hour online customer support. All customer messages, emails, and consultation requests will be responded to within 24 working hours. For conventional consultation questions, we will provide accurate and detailed answers at the first time; for complex order problems that need verification and processing, we will feed back the progress and processing results to customers in a timely manner to avoid long-term waiting.
4. Order & Shipping Service Rules
We provide standardized and efficient order processing and global logistics services for all customers. All confirmed orders will be processed and shipped on the next business day. With our stable global logistics system, all goods can be delivered to customers within 5 working days after shipment. We support free worldwide shipping for all orders with no hidden fees or extra logistics charges.
During the order transportation period, our team will track the logistics status in real time. If there are abnormal situations such as delayed transportation, lost packages, or damaged goods, please contact our customer service team in time, and we will actively verify and provide corresponding solutions to protect your legitimate shopping rights.
5. After-Sales Service Rules
We provide customer-friendly after-sales protection policies for all Earth Breeze products sold on our official store. All products enjoy a 60-day return window starting from the date of customer receipt. If you are unsatisfied with the product, or encounter product quality problems, transportation damage, order mismatch and other issues, you can contact our customer service to initiate a return application within the valid return period.
After we receive and inspect your returned goods and confirm that they meet the return conditions, we will complete the refund processing within 5-10 working days. All order transactions and refund settlements on our website are uniformly denominated in USD (United States Dollar) to ensure standardized and transparent fund settlement for global customers.
6. Order Modification & Cancellation Service
Customers can apply for order information modification or order cancellation before the order is shipped. If you need to modify the shipping address, contact information or product quantity, please contact customer service in time for adjustment. Once the order has entered the packaging and shipment process, order modification and cancellation will no longer be supported to ensure the smooth progress of logistics distribution. We recommend that customers carefully confirm order information before payment to avoid unnecessary problems.
7. Service Commitment & Prohibition Rules
We strictly guarantee the authenticity of all products sold in the store. All Earth Breeze goods are official genuine products with guaranteed quality, and we firmly reject counterfeit and shoddy products. Our customer service team will never take the initiative to induce customers to conduct off-site transactions, never charge any unofficial fees, and never disclose customers’ personal information and order data to third parties.
We respect every customer’s legitimate consumption rights, and refuse any discriminatory service behavior for customers in different regions. All global customers enjoy equal service standards, equal after-sales protection and equal shopping rights.
8. Policy Revision & Update
We reserve the right to adjust and update this Customer Service Policy according to business development, service upgrade and industry standard changes. The updated policy content will be published on the official website page and take effect immediately. Your continued use of our website and customer services after the policy update indicates that you accept and recognize the latest policy terms.
9. Contact Support
For any questions, suggestions, complaints or service needs, please feel free to contact our official customer service team. We will always maintain a sincere service attitude, actively solve problems for you, and strive to bring every customer the most reassuring and high-quality shopping and service experience.