Customer Service Policy

Customer Service Policy for Neoard

At Neoard, we are committed to providing exceptional customer service to ensure your shopping experience with us is smooth, enjoyable, and hassle-free. This Customer Service Policy outlines the standards and procedures we follow to assist you with any inquiries, concerns, or issues related to your orders, products, or interactions with our website (www.neoard.com).

1. Our Commitment

Our primary goal is to address your needs promptly and effectively. We strive to treat every customer with respect, professionalism, and empathy, ensuring that your questions are answered thoroughly and your concerns are resolved to your satisfaction.

2. Contact Channels

You can reach our customer service team through the following channel:
  • Email: Send your inquiries to infoneoard@neoard.com. This is our primary contact method, and we aim to respond to all emails within 24-48 business hours. Please include your order number (if applicable) and a detailed description of your issue to help us assist you more efficiently.

3. Areas of Assistance

Our customer service team is available to help with the following:
  • Order Inquiries: Tracking your order, updating shipping information (where possible), checking order status, or modifying/canceling orders (subject to our Terms of Purchase).
  • Product Information: Details about product sizes, materials, care instructions, availability, or styling advice.
  • Shipping Issues: Questions about delivery times, lost or damaged packages, or customs/duties (as outlined in our Shipping Policy).
  • Returns and Refunds: Guidance on initiating returns, checking the status of a refund, or addressing issues with return processing (in line with our Refund Policy).
  • Account Support: Help with creating or accessing your user account, resetting passwords, or updating account information.
  • Feedback and Suggestions: We welcome your feedback on our products, website, or service—your input helps us improve!

4. Service Hours

Our customer service team operates during standard business hours, Monday to Friday, excluding major holidays. Emails received outside of these hours will be addressed on the next business day.

5. Escalation Process

If you are not satisfied with the resolution provided by our customer service team, you may request to escalate your issue to a supervisor. Please include "Escalation Request" in the subject line of your email, along with your original inquiry details and order number (if applicable). We will review your case promptly and provide a follow-up within 3 business days.

6. Continuous Improvement

We regularly review customer feedback and service interactions to identify areas for improvement. Your experiences help us refine our processes, enhance our support, and ensure that we continue to meet your expectations.
Thank you for choosing Neoard. We value your trust in us and are dedicated to providing the best possible service.
Last Updated: 2025.07.31