Customer Service Policy

Effective Date: December 20, 2024
Thank you for choosing Timzoo. We are committed to providing high-quality service to every customer. The following is our customer service policy, which is designed to ensure that your shopping experience is smooth and pleasant. If you have any questions or need help, please refer to the following.
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1. Customer Support Channels
1. Online Customer Service:
- You can communicate with the customer service team in real time through the online chat function of our website. Our customer service hours are 8:00-18:00 (Beijing time) every day.
2. Email Support:
- If you have any questions or concerns, you can also contact us by sending an email to support@timzoo.com.
3. Social Media:
- You can also communicate with us through our social media channels (such as Facebook, Instagram).
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2. Response Time
1. Online Customer Service:
- We promise to help you as soon as possible during working hours.
2. Email:
- We will respond to your email within 24 hours (working days).
3. Telephone support:
- Telephone support will be answered as soon as possible within 5 minutes of receiving the call. If the call is not answered in time, you can leave a message and we will call back as soon as possible.
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3. Frequently Asked Questions (FAQ)
We have provided a Frequently Asked Questions (FAQ) page on our website, covering information about shopping, payment, shipping, returns and exchanges. You can quickly find the information you need by browsing this page to help you solve most common problems.
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4. Order Inquiry and Tracking
1. Order Status Inquiry:
- You can check the current status of your order at any time in the "Order Inquiry" function of our website.
2. Package Tracking:
- We will provide a logistics tracking number after shipment, which you can use to track your package. If you need help tracking the status of your package, please feel free to contact our customer service team.
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5. Complaints and Feedback
1. Complaint Handling:
- If you are not satisfied with our products or services, you can contact the customer service team by email or phone. We will handle your complaint as soon as possible and strive to provide a solution.
2. Feedback Mechanism:
- We attach great importance to customer feedback and will regularly collect customer opinions and suggestions. You can provide us with feedback via email or social media to help us continuously improve the quality of our service.
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6. Return and Compensation Service
1. If you encounter product problems during shopping, you can refer to our Return and Exchange Policy, and our customer service team will assist you in handling it.
2. For damage or out-of-stock during transportation, please follow our Compensation Policy and provide relevant supporting materials, and customer service will assist in handling compensation matters.
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7. Customer Privacy and Data Protection
We attach great importance to customer privacy and data security. All customer information will be strictly protected in accordance with our Privacy Policy to ensure that your personal information will not be leaked or abused.
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8. Working Hours and Holiday Arrangements
1. Working Hours:
- Our customer service team provides services from 8:00 to 18:00 (Beijing Time) from Monday to Friday.
2. Holiday Arrangements:
- During statutory holidays or special circumstances, customer service hours may be adjusted. Please pay attention to the notifications on our website for specific arrangements.
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9. Contact Us
If you have any questions or need further assistance, please feel free to contact us.
- Timzoo Support Team
- Email: support@timzoo.com
- Social Media: Please contact us through our official social media pages.