Customer Service Policy – Psychobunsy

At Psychobunsy, we believe exceptional customer service is just as important as the quality of our 100% Pima cotton polo shirts, soft tees, cozy sweaters, and other apparel. Our goal is to make every interaction with you seamless, helpful, and respectful—whether you have a question about sizing, need help tracking an order, or want to share feedback. This policy outlines how we support you and what you can expect from our team.

1. Our Service Mission

We’re committed to putting you first in everything we do. This means:

  • Listening Actively: We take the time to understand your needs, whether you’re unsure about a fabric’s care instructions or frustrated with a delivery delay.
  • Providing Clear Solutions: We avoid jargon and give straightforward answers to your questions—no runaround, just practical help.
  • Treating You with Respect: Every customer deserves kindness, regardless of the issue. We’ll always communicate with patience and professionalism.
  • Learning and Improving: Your feedback shapes our service. We regularly review interactions to fix pain points and make our support even better.

2. What We Can Help You With

Our customer service team is trained to assist with all aspects of your Psychobunsy experience, including:

  • Product Inquiries: Details about fabric (e.g., “How do I care for 100% Pima cotton?”), sizing charts, color options, or product availability.
  • Order Support: Tracking your package, updating your shipping address (if the order hasn’t shipped yet), modifying items (when possible), or canceling orders (per our Terms of Purchase).
  • Returns and Refunds: Guiding you through the return process, checking the status of a refund, or resolving issues with returned items (e.g., “My refund hasn’t arrived yet”).
  • Account Help: Resetting your password, updating personal information (email, phone number), or troubleshooting account login issues.
  • Feedback and Concerns: Sharing compliments, reporting problems (e.g., a defective sweater), or suggesting improvements to our products or website.
  • Shipping Questions: Explaining delivery timelines, addressing missing packages, or helping with customs-related issues (for international orders).

3. How to Reach Us

We offer a simple, reliable way to connect with our team—designed to fit your schedule:

  • Primary Channel: Email: Send your inquiry to [email protected]. This is the best way to reach us, as it lets us track your request and provide detailed, written responses (great for keeping records of sizing advice or refund confirmations).
  • Response Time: We aim to reply to all emails within 24–48 business hours (Monday–Friday, excluding holidays). During busy periods (e.g., sales events, post-holiday returns), response times may extend to 72 hours—but we’ll always prioritize urgent issues (e.g., missing orders, damaged items).
  • What to Include in Your Email: To help us assist you faster, please include:
  • Your full name (and account name, if you have one).
  • Your order number (if the inquiry is about a purchase).
  • A clear description of your question or issue (e.g., “I received a size M polo but ordered a size L—can I exchange it?”).
  • Photos (if applicable, e.g., for damaged items or incorrect products).

4. How We Resolve Issues

We follow a step-by-step process to ensure your problem is fixed quickly and fairly:

  1. Acknowledge Your Request: When you email us, we’ll send an auto-reply within 1 hour to confirm we’ve received your message. This auto-reply includes a reference number (save it for follow-ups).
  2. Gather Details: If we need more information (e.g., your shipping address for a missing package), we’ll ask for it clearly—no endless back-and-forth.
  3. Provide a Solution: We’ll explain your options upfront. For example:
  • If you received the wrong size: “We can send a size L polo for free and include a pre-paid label to return the size M.”
  • If your package is lost: “We’ll ship a replacement order today or issue a full refund—whichever you prefer.”
  1. Follow Up: After resolving your issue, we’ll check in within 3–5 days to make sure you’re satisfied. If something still isn’t right, we’ll keep working until it is.

5. Special Considerations

  • Hygiene Items (Underwear, Socks): We understand returns for these items are sensitive. Our team will guide you through our specific policy (e.g., non-returnable unless defective) with empathy and clarity.
  • International Customers: We’ll help you navigate customs forms, explain any local duties (though we don’t control them), and track international shipments—even if time zones differ.
  • Accessibility Needs: If you require support in a specific format (e.g., larger font in emails, phone support via a translator), just let us know. We’ll accommodate your needs to the best of our ability.

6. Feedback

We love hearing from you—good or bad. Your input helps us grow. You can:

  • Share Feedback via Email: Mention it in your inquiry to [email protected], or send a dedicated note with “Feedback” in the subject line.
  • Leave a Review: After receiving your order, you’ll get an email invite to review your purchase. Your reviews help other customers and let us know what we’re doing well (or need to fix).

We read every piece of feedback and use it to improve—whether it’s adjusting our sizing charts or training our team on new fabric care tips.

7. Contact Us

For any questions, concerns, or support needs, reach out to us at:

Email: [email protected]

We’re here to help—because your satisfaction matters as much as the clothes you wear.