Customer Service Policy

Service Policy Description

This Customer Service Policy standardizes the whole-process customer service standards of the e-commerce platform eltamdus.com, covering pre-sales consultation, order service, logistics inquiry, after-sales return and refund, complaint feedback and other service links. The platform adheres to the principle of user priority and professional service, and is committed to providing efficient, standardized and thoughtful one-stop customer service for all users.

Customer Service Channels

eltamdus.com provides dedicated multi-channel customer service support to meet users’ different consultation and service demands. Users can contact our professional customer service team through three authorized reseller email channels: press@eltamdus.com for brand cooperation and press consultation, support@eltamdus.com for daily shopping consultation, order problem solving and after-sales service processing, and wholesale@eltamdus.com for wholesale business cooperation consultation. All emails will be checked and replied to in a timely manner during working hours.

Pre-sales Consultation Service

For users’ pre-sales questions including product ingredient introduction, skin type adaptation, product efficacy, usage method, preferential activities and order placement guidelines, our customer service team will provide professional, detailed and accurate reply services. We will recommend suitable EltaMD skincare products according to users’ skin conditions and demands, helping users make reasonable purchase decisions.

In-sales Order Service

During order placement and delivery, the customer service team provides full-process order tracking service, including order confirmation, shipment inquiry, logistics delay handling and order information modification. For order problems encountered by users during shopping, we will provide timely problem investigation and solution services to ensure the smooth progress of user orders.

After-sales Service Guarantee

In terms of after-sales service, we strictly abide by the platform’s return, refund and shipping policies, providing 60-day free return, 5-10 days refund processing, full free shipping and expedited delivery services. For product quality problems, logistics damage and other after-sales problems, we will actively coordinate solutions to fully protect users’ legitimate shopping rights and interests.

Feedback & Complaint Handling

The platform accepts users’ service feedback and reasonable complaints at any time. Users can send feedback opinions and complaint content through the authorized reseller customer service email. We will record, verify and process all valid feedbacks within the specified time, and feed back the processing results to users in a timely manner, continuously optimizing platform service quality according to user demands.

 

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