Customer Service Policy for Tommyjoha

At Tommyjoha (“we/our”), providing exceptional customer service is at the core of our mission. We strive to support you throughout your shopping journey—from browsing our products (innovative underwear, sleepwear, loungewear, bras) to post-purchase assistance. This Customer Service Policy outlines how we assist you, how to reach us, and what you can expect from our team.

1. Service 宗旨与范围

Our customer service team is dedicated to addressing your needs promptly and professionally. We provide support for the following:

  • Order Inquiries: Updates on order status, processing delays, shipping tracking, and delivery issues (e.g., missing packages, incorrect deliveries);
  • Product Questions: Details about product materials, sizes, care instructions, style options, and availability;
  • Account Support: Help with creating/accessing your Tommyjoha account, updating personal information, and troubleshooting account-related issues;
  • Feedback & Complaints: Listening to your feedback (positive or constructive) and resolving any concerns you may have about our products, website, or services.

We do not provide support for purchases made through third-party retailers or platforms—please contact the original seller for assistance with such orders.

2. Contact Methods

You can reach our customer service team via the following channel (we prioritize email for efficient, trackable communication):

  • Email: Send your inquiry to [email protected] (our primary support channel). Include relevant details like your order number, product name, or account information to help us resolve your issue faster.

3. Response Time

We aim to provide timely support to all customers:

  • General Inquiries: We typically respond to email inquiries within 1-2 business days (excluding weekends, public holidays, and peak periods like Black Friday/Cyber Monday, where response time may extend to 3 business days).
  • Urgent Issues: For time-sensitive matters (e.g., missing orders, incorrect shipments), we prioritize resolution and will respond within 24 business hours of receiving your email.
  • Follow-Up: If we need additional information to assist you (e.g., photos of a defective product), we will notify you promptly—please respond to our follow-up requests to avoid delays.

4. Support Languages

Our customer service team currently provides support in English. If you prefer to communicate in another language, please include a translation of your inquiry (where possible) to help us understand your needs better—we will do our best to assist.

5. Handling Complaints & Escalations

We take all customer concerns seriously and strive to resolve issues to your satisfaction:

  • Step 1: Initial Inquiry: Submit your complaint via [email protected] with details of the issue. Our team will review and propose a solution (e.g., refund, replacement, or compensation) within 1-2 business days.
  • Step 2: Escalation: If you are not satisfied with the initial resolution, you may request to escalate your issue to our customer service manager. Include your original inquiry details and why you disagree with the solution—we will review the case and provide a final response within 3 business days.

6. Updates to This Policy

We may update this Customer Service Policy to reflect changes in our support processes (e.g., adding new contact channels, adjusting response times). When changes are made, we will revise the “Effective Date” at the top of this document and post the updated version on our website (www.tommyjoha.com). For material changes (e.g., significant delays in response time), we may notify you via email (if you have an account with us) or a prominent notice on our Site.

7. Additional Resources

For quick answers to common questions, visit our website—we’ve compiled information about sizing, shipping, returns, and more to help you find solutions without waiting for a response.