Customer Service Policy

Customer Service Policy - Tindergoat

At Tindergoat, we are committed to providing exceptional customer service to ensure your experience with our brand is smooth, enjoyable, and hassle-free. This Customer Service Policy outlines how we assist you with inquiries, concerns, and support related to your orders, products, and interactions with our website (tindergoat.net).

1. Scope of Service

Our customer service team is here to help with a wide range of topics, including but not limited to:
  • Order status and tracking information.
  • Questions about product details, sizing, materials, or care instructions.
  • Assistance with placing, modifying, or canceling orders (where applicable).
  • Guidance on returns, refunds, or exchanges (in line with our Refund Policy and Terms of Purchase.
  • Shipping inquiries, including address changes or delivery issues.
  • Technical support for website functionality (e.g., account access, checkout problems).
  • Feedback, suggestions, or concerns about our products or services.

2. Contact Methods

You can reach our customer service team through the following channel:
  • Email: Send your inquiry to service@tindergoat.net. This is our primary method of support, allowing us to provide detailed, documented responses.

3. Response Times

We strive to address your inquiries promptly. Our typical response times are:
  • General inquiries: We aim to reply within 24–48 business hours (excluding weekends and holidays).
  • Urgent matters (e.g., lost packages, order errors): We prioritize these and aim to respond within 12–24 business hours.
During peak seasons (e.g., holidays, sales events), response times may be slightly extended, but we will make every effort to keep delays to a minimum. We appreciate your patience as we work to assist all customers thoroughly.

4. How We Assist

  • Order Updates: For questions about your order status, please include your order number in your email. We can provide details on processing, shipping, and estimated delivery times.
  • Product Support: If you have questions about sizing, fabric, or care, our team can share specific product information to help you make informed decisions. For issues with a received product (e.g., defects), please include photos in your email to help us resolve the matter quickly.
  • Returns and Refunds: We will guide you through the return process, including eligibility checks and return authorization, as outlined in our Refund Policy.
  • Technical Issues: If you encounter problems with our website (e.g., difficulty logging in, payment errors), describe the issue in detail (including error messages) and we will assist in troubleshooting.

5. Escalation Process

If you are unsatisfied with the resolution provided by our customer service team, you may request to escalate your inquiry to a supervisor. Please include “Escalation Request” in the subject line of your email, along with a summary of your original issue and previous correspondence. We will review the matter and respond within 48 business hours of the escalation request.

6. Feedback and Improvement

We value your feedback as it helps us improve our products and services. Whether you have a compliment, suggestion, or complaint, please share it with us at service@tindergoat.net. All feedback is reviewed by our team, and we use it to enhance the customer experience.

7. Language Support

Our customer service is currently provided in English. We aim to assist customers in other languages in the future, but for now, all communications will be conducted in English to ensure clarity and accuracy.
Thank you for choosing Tindergoat. We are dedicated to making your experience with us a positive one, and our team is here to support you every step of the way.
Last Updated: August 7, 2025