Customer Service Policy

At Touchland, we are dedicated to providing exceptional customer service to ensure your shopping experience with touchlandusmall.com is smooth, enjoyable, and stress-free. Whether you have questions about our hand mists, body fragrances, hair fragrances, orders, shipping, or refunds, our customer service team is here to assist you. This policy outlines the scope of our support, how to reach us, and what you can expect from our service.
1. Scope of Customer Service Support
Our customer service team is available to help with a wide range of inquiries and issues related to your Touchland experience, including but not limited to:
  • Product information (e.g., scent details, ingredients, usage instructions for hand mists, body fragrances, and hair fragrances).
  • Order-related questions (e.g., checking order status, modifying an order before dispatch, canceling an order).
  • Shipping and delivery concerns (e.g., tracking a package, addressing delivery delays, resolving missing or damaged shipments).
  • Refund and return assistance (e.g., guiding you through the return process, checking refund status, addressing refund delays—consistent with our Refund Policy).
  • Account support (e.g., creating or accessing your account, updating personal information, resolving login issues).
  • Feedback and complaints (e.g., sharing your experience with our products or service, addressing any dissatisfaction).
2. How to Contact Us
We offer a primary contact channel to ensure you can reach us easily and receive timely support:
  • Email: Send your inquiry, request, or feedback to our dedicated customer service email at support@touchlandusmall.com. This is our preferred contact method, as it allows us to track your request and provide detailed, documented responses.
When contacting us, please include as much relevant information as possible (e.g., your order number, full name, contact details, and a clear description of your issue) to help us resolve your query efficiently.
3. Response Time
We understand the importance of timely support, and we strive to respond to all customer inquiries as quickly as possible:
  • For general questions (e.g., product information, account support), we aim to provide a response within 24-48 business hours.
  • For urgent issues (e.g., missing orders, damaged products, refund delays), we prioritize these requests and aim to respond within 12-24 business hours to initiate resolution.
Please note that response times may be slightly extended during peak periods (e.g., holidays, sales events) due to higher inquiry volumes, but we will still make every effort to address your concerns promptly.
4. Issue Resolution Process
Our goal is to resolve your issues fully and to your satisfaction. Here’s how our resolution process works:
  1. Inquiry Receipt: When we receive your email, we will acknowledge it within the stated response time to confirm we are working on your request.
  1. Investigation: Our team will gather necessary information (e.g., checking order records, coordinating with shipping carriers or our warehouse) to understand and address your issue.
  1. Resolution Proposal: We will provide a clear, actionable resolution (e.g., updating your order, arranging a replacement for a damaged product, processing a refund) based on the nature of your inquiry.
  1. Follow-Up: After resolving your issue, we may follow up with you to ensure you are satisfied with the outcome. If further assistance is needed, we will continue to support you until the issue is fully resolved.
5. Service Commitment
At Touchland, we are committed to upholding the following service standards:
  • Transparency: We will keep you informed throughout the resolution process, providing clear updates on the status of your request.
  • Courtesy: Our customer service team will communicate with you in a friendly, respectful, and professional manner.
  • Accountability: We take responsibility for any errors or issues caused by our processes (e.g., shipping the wrong item) and will take immediate action to correct them.
  • Continuous Improvement: We use customer feedback to improve our products, services, and support processes, ensuring we meet and exceed your expectations over time.
6. Additional Support Resources
To help you find answers quickly without contacting our team, we recommend checking our other policy pages and frequently asked questions (if available) on our website:
  • Shipping Policy: For details on shipping times, coverage, and fees.
  • Refund Policy: For information on returns, refunds, and eligibility.
  • Privacy Policy: For details on how we protect your personal information.
These pages contain comprehensive information that may address common questions, saving you time.
If you have any further questions about our customer service policy or need assistance, please don’t hesitate to contact us at support@touchlandusmall.com. We are here to help you enjoy your Touchland experience to the fullest.