Customer Service Policy – Swig Lifes

At Swig Lifes, we believe that exceptional customer service is the cornerstone of a great shopping experience. Our team is dedicated to ensuring your satisfaction, addressing your concerns, and providing support whenever you need it. This Customer Service Policy outlines our commitment to you and the standards you can expect when interacting with our team.

1. Service Mission

Our primary goal is to deliver prompt, friendly, and effective support to every customer. We strive to listen to your needs, resolve issues efficiently, and ensure that your experience with Swig Lifes is positive—from the moment you browse our website to long after your order arrives.

2. Contact Channels and Hours

  • Email Support: The primary way to reach our customer service team is via email at [email protected]. This allows us to track your inquiry and provide detailed, documented responses.
  • Response Time: We aim to respond to all emails within 24 business hours. During peak periods (e.g., holidays, sales events), response times may extend slightly, but we will always prioritize urgent matters.
  • Business Hours: Our customer service team operates Monday through Friday, 9:00 AM to 5:00 PM (Eastern Time, ET). Emails sent outside these hours will be addressed on the next business day.

3. Scope of Support

Our team is here to assist with a wide range of inquiries, including but not limited to:

  • Order tracking and status updates (e.g., shipment delays, delivery confirmations).
  • Questions about products (e.g., materials, care instructions, sizing, availability).
  • Help with returns, refunds, or exchanges (in line with our Refund Policy and Terms of Purchase).
  • Assistance with account issues (e.g., password resets, updating personal information).
  • Clarification on policies (e.g., shipping, privacy, terms of use).
  • Feedback or suggestions for improving our products or services.

4. Issue Resolution Process

We follow a structured approach to resolve your concerns efficiently:

  1. Inquiry Receipt: When you contact us, we will acknowledge your message within 24 hours, confirming that we’ve received your request and are working on a solution.
  2. Investigation: Our team will gather necessary details (e.g., order numbers, product information) to understand and address your issue. If additional information is needed from you, we will clearly communicate what we require.
  3. Resolution: We will provide a clear, actionable solution based on our policies. This may include processing a refund, arranging a replacement, updating order details, or answering your questions.
  4. Follow-Up: After resolving your issue, we may follow up to ensure you’re satisfied with the outcome. Your feedback helps us improve our service.

5. Escalation Process

If you feel your issue hasn’t been resolved to your satisfaction, you can request to escalate your inquiry to a senior customer service representative or a supervisor. Simply mention this in your email, and we will ensure your case is reviewed promptly by a member of our leadership team.

6. Language Support

Our customer service team primarily communicates in English. If you prefer assistance in another language, please let us know, and we will do our best to provide support through translation tools or bilingual staff where available.

7. Feedback and Continuous Improvement

We value your feedback—positive or constructive. If you have suggestions for how we can improve our customer service, please share them at [email protected]. We regularly review customer input to refine our processes and ensure we’re meeting (and exceeding) your expectations.

8. Commitment to Respect

All interactions with our customer service team are guided by respect and professionalism. We expect the same courtesy from our customers, as we work together to resolve issues.

Thank you for choosing Swig Lifes. We’re proud to serve you and look forward to ensuring your experience with us is exceptional.

For immediate assistance, please contact us at:

[email protected]