Customer Service Policy - Overstockusshop

1. Support Channels & Response Time

• Primary Contact: Reach our support team via email at [email protected].
• Response Commitment: We aim to acknowledge all inquiries within 24 business hours (Monday-Friday, 9:00 AM-5:00 PM EST) and resolve issues within 48-72 hours whenever possible.
• Support Scope: We assist with order tracking, product information, returns/exchanges, payment issues, and general questions about our products (furniture, rugs, decorative items, bedding, jewelry, watches, clothing, holiday decorations, etc.) and services.

2. Order Assistance

• Order Modifications/Cancellations: To modify or cancel an order, contact us immediately. We can only accommodate changes if the order has not yet been processed or shipped. Once shipped, modifications are no longer possible.
• Order Tracking: After your order ships, you will receive a confirmation email with a tracking number. For tracking updates or issues, reply to your shipping confirmation or email our support team.
• Missing/Incorrect Orders: If your order is missing, damaged, or incorrect, notify us within 48 hours of delivery with photos of the package (if applicable) and order details. We will arrange for a replacement, refund, or appropriate resolution.

3. Product Information & Assistance

• Our team is available to provide detailed product information, including dimensions, materials, care instructions, and compatibility. For specific product-related questions, include the product name or SKU in your inquiry for faster assistance.
• We strive to maintain accurate product descriptions and images on our website. If you notice discrepancies, please inform us so we can update our listings promptly.

4. Returns & Exchanges Support

• For returns/exchanges, refer to our Returns Policy (separate document). Our support team will guide you through the process, including providing return authorization (RA) numbers and return shipping instructions.
• We handle return refunds within 5-7 business days of receiving and inspecting the returned item. Exchanges are processed as quickly as possible to ensure you receive your desired product promptly.

5. Feedback & Complaints

• We value your feedback! If you have suggestions or complaints about our products or services, please share them via email. We review all feedback to improve our offerings and customer experience.
• For complaints, we will investigate the issue thoroughly and provide a resolution within 5 business days of receiving your inquiry.

6. Accessibility

• Overstockusshop is committed to making our website and customer service accessible to all users. If you require assistance due to accessibility barriers, please contact us, and we will provide reasonable accommodations.