Customer Service Policy
Policy Overview
The Customer Service Policy of spigenhub.it.com standardizes the whole process service standards of platform pre-sales consultation, in-sales service and after-sales guarantee, aiming to provide professional, efficient, standardized and humanized shopping services for all users. This policy applies to all service links of the platform’s e-commerce transactions, ensuring that every user can obtain high-quality service support during shopping.
Pre-Sales Service Support
In the pre-sales stage, we provide comprehensive product consultation and shopping guidance services for users. Users can consult product parameters, model adaptability, material performance, price preferential activities, inventory status and other related information through the customer service channel. Our customer service staff will provide accurate, detailed and professional answer guidance to help users select suitable Spigen tech accessories and complete order placement correctly. We support bulk order consultation and wholesale business docking services for corporate and bulk users.
In-Sales Service Guarantee
During the order placement and payment process, we provide real-time order service support. For order information modification, address adjustment, payment problem solving, order cancellation and other operational problems, users can contact customer service at any time for assistance. We will track the order status in real time after payment, synchronize inventory inspection, shipment arrangement and logistics information, and timely feed back abnormal order conditions to users to ensure the smooth progress of orders.
After-Sales Service Standards
We have a complete after-sales service system to fully protect user shopping rights and interests. In accordance with the platform’s unified rules, we provide 1-3 days efficient order shipment, 6-12 days global delivery, 60-day free return and 5-10 days refund processing services. For product quality problems, logistics damage, missing accessories and other after-sales problems, we will provide targeted solutions including return, exchange, refund and supplementary distribution. All after-sales services adhere to the principles of fairness, transparency and efficiency, to solve user problems in the first time.
Service Channel & Response Mechanism
spigenhub.it.com adopts dedicated email channels to provide full-time customer service support. Users can submit service consultation, problem feedback and rights protection demands through the corresponding exclusive email addresses: daily customer service consultation via support@spigenhub.it.com, media and press cooperation via press@spigenhub.it.com, wholesale business cooperation via wholesale@spigenhub.it.com. Our service team will check and reply to user emails regularly every working day to ensure timely service response.
User Complaint & Feedback Processing
We attach great importance to every user’s service feedback and complaint suggestions. For user dissatisfaction with products, logistics, service and other links, users can submit feedback through the support email. We will register and verify the user’s feedback content in the first time, conduct targeted investigation and processing, and give a clear processing result and solution within the specified time. We will continuously optimize platform products and service processes based on user feedback to improve user shopping experience.
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