Customer Service Policy

The Customer Service Policy of tangleteezesale.com is formulated to standardize all customer service work of the platform, regulate the service process, unify service standards, and ensure that every user who shops for Tangle Teezer products on our website can obtain timely, professional and thoughtful customer support. This policy covers all service links including pre-sales consultation, order consultation, logistics inquiry, after-sales problem handling, complaint and suggestion acceptance, etc. All customer service staff of tangleteezesale.com must strictly abide by the provisions of this policy, take customer satisfaction as the core work goal, and solve all kinds of problems and demands raised by users in a standardized and efficient manner.

Before you place an order on tangleteezesale.com, if you have any questions about Tangle Teezer product models, product functions, applicable hair types, product usage, product material and other content, you can contact our customer service team for pre-sales consultation. Our customer service personnel have received professional product training and are fully familiar with all series of detangling hair brushes sold on the platform. They will provide you with detailed, objective and accurate product explanations according to your actual needs, and give reasonable purchase suggestions to help you select the most suitable products. Pre-sales consultation services are open to all visitors and registered users of tangleteezesale.com, with no access restrictions. We advocate patient and detailed communication, and strive to let every user fully understand the product information before purchasing.

After placing an order on tangleteezesale.com, users can consult customer service about order status, payment confirmation, shipment progress, logistics tracking and other issues. Our customer service team can help you check whether the order is confirmed normally, inquire about the specific shipment time of the order, and assist you in sorting out logistics information. In view of our unified service rules such as 1-3 working days shipment and 6-12 days delivery cycle, customer service staff will make a clear explanation to users. If you cannot check the logistics information normally, or have doubts about the delivery progress, our staff will track the order for you in real time and feed back the latest situation. For problems such as wrong order information and modified receiving information, we will also provide corresponding operation guidance within the allowable scope of platform rules.

After you receive the products purchased from tangleteezesale.com, if you encounter product quality problems, product damage, inconsistent goods and other after-sales situations, or need to apply for return and refund services in accordance with the Refund Policy, you can turn to customer service for help. Our after-sales customer service will guide you to complete the return application process step by step, verify the problem you fed back, coordinate the warehouse and finance team to follow up the return and refund progress. We strictly implement the 60-day free return and 5-10 working days refund rules. For all after-sales demands within the policy scope, we will handle them actively and efficiently, and keep communicating with users until the problem is properly solved. We always take the user’s after-sales experience seriously, and try our best to eliminate all troubles after shopping.

tangleteezesale.com welcomes every user’s complaints, opinions and valuable suggestions on our products, services, website functions and other aspects. If you are dissatisfied with any link of the shopping experience, you can submit a complaint or suggestion through the official contact channels. Our special staff will collect, classify and sort out all feedback content uniformly. For valid complaints, we will verify the cause of the problem in a timely manner, make rectifications and improvements, and reply the processing result to the user. For reasonable suggestions put forward by users, we will take them as an important reference for the optimization and upgrading of tangleteezesale.com. We regard user feedback as the driving force for our continuous progress, and constantly optimize service details according to real user experience.

Users can contact our customer service team through the official email press@tangleteezesale.com and the online customer service entrance on tangleteezesale.com. We maintain a stable service response mechanism, and will reply to user consultation and feedback as soon as possible during the service period. All customer service communications follow the principle of polite communication and standardized expression. Our staff are not allowed to have rude words, perfunctory replies or refuse to serve users without reason. When handling user problems, we will record the communication content and problem processing progress to ensure the traceability of every service record. For complex problems that cannot be solved temporarily, we will clearly inform the user of the processing cycle and follow up actively until the problem is resolved.

Our customer service can only provide services within the scope stipulated by the platform policies of tangleteezesale.com. For demands that violate the platform rules, exceed the service scope or do not conform to the return, refund and logistics policies, our customer service staff will explain the relevant rules to users patiently and clearly. We do not provide off-site transactions, private transactions and other services that are not supported by the platform, so as to protect the property safety of users. All service contents promised by customer service are based on the officially released policies of tangleteezesale.com. If there is any discrepancy between oral explanation and official written policy, the content of the official policy shall prevail. We will always maintain a rigorous and sincere service attitude, and create a safe and reassuring service environment for every user.