Customer Service Policy

Touchland Customer Service Policy

At Touchland, we are committed to delivering exceptional customer service that aligns with industry standards of integrity, transparency, and professionalism . Our goal is to ensure your experience with our brand—from pre-purchase inquiries to post-delivery support—is seamless, respectful, and solution-focused. This policy outlines our service commitments, support channels, and processes to address your needs effectively.

Our Service Principles

We adhere to core service values that guide every interaction with our customers:
  • Transparency: We provide clear, accurate information about products, orders, shipping, and returns to help you make informed decisions .
  • Responsiveness: We prioritize timely, helpful responses to ensure your questions and concerns are addressed without unnecessary delay.
  • Professionalism: Our customer support team undergoes regular training to maintain expertise in product knowledge, policy details, and conflict resolution .
  • Empathy: We listen to your feedback and approach each inquiry with understanding, striving to find solutions that meet your needs.

Support Channels & Availability

We offer multiple convenient ways to reach our customer service team—choose the option that works best for you:
  • Primary Support: Email: For all inquiries, send a detailed message to service@touchlandsale.com. This is our most efficient channel for handling order issues, returns, refunds, and product questions.
  • Mailing Address: For formal correspondence, send mail to:
Touchland
3386 Sudlersville South
Laurel, Maryland 20724, USA
  • Self-Service Resources: Visit www.touchlandsale.com to access our FAQ section, shipping policy, refund policy, and other resources for quick answers to common questions.

Response Time Commitments

We understand the importance of timely support and adhere to the following response standards:
  • Email Inquiries: We aim to acknowledge all emails within 1-2 business days and provide a complete resolution or update whenever possible. For urgent matters (e.g., damaged shipments, missing orders), we prioritize faster follow-up.
  • Complex Issues: For inquiries requiring additional research (e.g., custom returns, technical support), we will update you within 3-5 business days with progress and next steps.
  • No Automated Barriers: We avoid overly complex automated systems—when you reach out via email, you’ll connect directly with a member of our team who can address your specific needs .

Issue Resolution Process

We follow a structured approach to resolve your concerns efficiently and fairly:
  1. Inquiry Receipt: When you contact us, we will document your issue with key details (order number, product information, concern type) to ensure accuracy.
  1. Assessment & Action: Our team will review your inquiry, verify relevant information (e.g., order status, shipping details), and take appropriate action—whether that’s processing a refund, initiating a return, providing product guidance, or escalating to the relevant department.
  1. Communication: We keep you informed at every step, including confirmation of receipt, updates on progress, and final resolution (e.g., refund approval, return instructions).
  1. Follow-Up: After resolving your issue, we may follow up to ensure your satisfaction and gather feedback to improve our service.

Specific Support Offerings

Our team is equipped to assist with a wide range of customer needs, including:
  • Pre-Purchase Support: Product details, ingredient information, scent descriptions, and compatibility questions.
  • Order Assistance: Tracking updates, address changes (before dispatch), order cancellations, and payment issues.
  • Post-Delivery Support: Damaged or defective items, missing packages, return initiations, and refund status checks.
  • Account Support: Password resets, registration help, and updating personal information.
  • Feedback & Complaints: We welcome your input—whether positive or constructive. Complaints are handled with care, and we use your feedback to enhance our products and services .

Service Standards & Guarantees

We stand behind our service with the following commitments:
  • Honest Communication: We will never provide misleading information about product availability, shipping times, or refund eligibility .
  • Policy Adherence: We strictly follow our published shipping, refund, and return policies, ensuring consistency for all customers.
  • Data Protection: Your personal information (e.g., contact details, order history) is protected in accordance with our Privacy Policy—we never share your data with third parties for marketing purposes without your consent .
  • Continuous Improvement: We regularly review customer feedback and service metrics to identify areas for improvement, including training our team and optimizing our support processes .

Contact Us

If you have any questions about this Customer Service Policy or need assistance, please reach out to service@touchlandsale.com. We are dedicated to making your experience with Touchland as smooth and enjoyable as possible.