Customer Service Policy

At ATTITUDE, we believe that exceptional customer service is as essential as the safety of our Vegan & EWG Verified products. We are dedicated to supporting you throughout your entire journey—from exploring our health and eco-friendly offerings to post-purchase assistance—with professionalism, transparency, and a focus on your satisfaction. This Customer Service Policy outlines our commitments, service scope, and how you can connect with us for support.

1. Service Mission

Our core mission is to align our customer service with our brand values: putting your health, well-being, and environmental concerns at the forefront. We strive to deliver personalized support that not only resolves your inquiries but also empowers you to make informed, conscious choices. Whether you need details about a product’s vegan ingredients, clarification on EWG certification, or help with an order, our team is here to ensure you feel valued and supported.

2. Service Channels & Availability

We offer convenient, accessible channels to connect with our support team, designed to fit your schedule and needs:
  • Email Support: Our primary support channel is email at support@attitudelivingmall.com. This allows you to share detailed information (e.g., order numbers, product photos, questions about EWG criteria) to help us resolve issues efficiently. We monitor emails 7 days a week to ensure no inquiry goes unaddressed.
  • Website Contact Form: For quick inquiries, you can submit a message via the "Contact Us" form on our website attitudelivingmall.com. Submissions are routed directly to our support team and handled with the same priority as email inquiries.
  • Service Hours: Our customer service team processes and responds to inquiries between 9:00 AM – 6:00 PM UTC, Monday to Sunday. Inquiries received outside these hours will be addressed on the next business day.

3. Scope of Services

Our team is well-versed in our Vegan & EWG Verified product line and equipped to assist with a wide range of needs, including:
  • Pre-Purchase Inquiries: Detailed product information (e.g., vegan ingredient lists, EWG certification standards, usage instructions), scent or formula variations, compatibility with sensitive skin or specific surfaces, and product recommendations tailored to your needs (e.g., household cleaners for families, personal care for vegan routines).
  • Order-Related Support: Tracking order status, updating unshipped order details (e.g., shipping address, item quantities), resolving duplicate or missing order issues, and confirming order confirmations or receipts.
  • Shipping & Delivery Assistance: Following up on delayed shipments (our standard is 1-3 days processing + 6-12 days delivery), investigating missing packages, addressing items damaged during transit, and clarifying free shipping details (applied to all orders, no minimum purchase).
  • Returns & Refunds Guidance: Walking you through the 60-day return process, helping initiate return requests, tracking returned shipments, explaining refund timelines (5-10 days after return approval), and resolving refund-related delays or issues.
  • Product Issues & Concerns: Assisting with defective or malfunctioning products, addressing quality concerns, resolving cases of incorrect items received, and providing troubleshooting tips for product use (e.g., optimal application of vegan personal care products).
  • Account & Payment Support: Helping with website account creation, password resets, resolving payment processing errors, and clarifying pricing details (all in USD) or order billing discrepancies.
  • Feedback & Suggestions: Collecting and reviewing your feedback on products or services, addressing complaints, and sharing your insights with our team to drive improvements.

4. Response & Resolution Timelines

We understand that timely support matters, and we adhere to the following timelines to ensure your needs are met promptly:
  • Initial Response: We aim to reply to all inquiries within 2 business days. For urgent issues—such as damaged products received, incorrect orders, or shipping delays exceeding 12 days—we prioritize a response within 1 business day.
  • Issue Resolution: Straightforward inquiries (e.g., product questions, order tracking) are typically resolved within 1-3 business days once we have all necessary information. Complex issues (e.g., defective product inspections, refund delays) may take 3-5 business days, and we will provide regular updates via email to keep you informed.
  • Returns & Refunds Follow-Up: Once you initiate a return, we confirm receipt of your package within 3 business days of delivery to our warehouse. Refunds are processed within 5-10 days of approval, and you will receive a confirmation email once the refund is issued.

5. Guidelines for Effective Support

To help us resolve your issue as quickly as possible, please include the following information when contacting support:
  • Your full name and the email address linked to your order or website account.
  • Your 8-digit order number (found in your order confirmation email).
  • A clear, detailed description of your inquiry (e.g., "My order #12345678, a vegan hand wash, arrived with a damaged pump").
  • Relevant attachments (e.g., photos of damaged products, delivery labels, or error messages) if applicable.

6. Complaint Escalation Process

We take all complaints seriously and strive to resolve them to your satisfaction. If you are not happy with the initial resolution, you may request an escalation to our customer service supervisor through the following steps:
  1. Reply to the initial support email, stating your request to escalate and including your original inquiry details and order number.
  2. A supervisor will review your case within 1 business day and contact you directly with a revised solution or further clarification.
  3. We aim to resolve all escalated issues within 3 business days and will follow up post-resolution to ensure your satisfaction.

7. Service Commitments

  • Treat all customers with respect, empathy, and professionalism, regardless of the nature of the inquiry.
  • Maintain full transparency—we will always communicate timelines, next steps, and any limitations clearly.
  • Leverage your feedback to improve: All comments about products, services, or support experiences are shared with our product and operations teams.
  • Honor all commitments outlined in our shipping, refund, and privacy policies, ensuring consistency across every interaction.

8. Contact Us

For any assistance or questions, please reach out via:
Thank you for choosing ATTITUDE. We are proud to support your journey toward healthier, more sustainable living—and we’re here for you every step of the way.