Customer Service Policy – Stanlea

At Stanlea, we believe that great customer service is at the heart of a positive shopping experience. Our team is dedicated to helping you with any questions, concerns, or issues you may have—before, during, or after your purchase. This policy outlines how we’ll support you.

1. Our Commitment

We’re here to make your experience with Stanlea smooth and satisfying. Whether you need help with an order, have questions about a product, or want to return an item, we’ll listen carefully, respond promptly, and work to find a solution that works for you.

2. How to Reach Us

You can contact our customer service team through the following channel:

  • Email: Send your message to [email protected]. This is our primary way of helping you, and it allows us to track your inquiry and provide detailed responses.

3. Response Times

We aim to get back to you as quickly as possible:

  • For most inquiries (like order updates, product questions, or return requests), we’ll respond within 24–48 business hours.
  • During busy periods (such as holidays or sales), response times might be slightly longer, but we’ll always reply within 3 business days.

4. What We Can Help With

Our team is ready to assist with a range of needs, including:

  • Order Help: Tracking your package, updating shipping details (if possible), or checking on the status of a refund.
  • Product Questions: Details about materials, sizes, care instructions, or compatibility of our drinkware, gear, bottles, tumblers, or growlers.
  • Returns and Refunds: Guiding you through the return process, answering questions about eligibility, or following up on a refund.
  • Account Support: Helping with account creation, password resets, or updating your personal information.
  • Feedback: Listening to your suggestions or concerns about our products or service—your input helps us improve!

5. How We Resolve Issues

If you have a problem, here’s how we’ll work to fix it:

  1. Understand the Issue: We’ll ask for details (like your order number or photos, if needed) to fully understand what’s going on.
  2. Offer Solutions: We’ll propose clear, fair options to resolve the issue—whether that’s a replacement, refund, or another fix.
  3. Follow Up: After resolving your concern, we may check in to make sure you’re satisfied.

6. Feedback and Improvements

We value your thoughts! If you have feedback about our service or products, please share it at [email protected]. We review all feedback regularly to find ways to make your experience even better.

7. Changes to This Policy

We may update this Customer Service Policy from time to time to reflect improvements in how we support you. Any changes will be posted here, with the “Last Updated” date revised. We encourage you to check back occasionally for updates.

8. Let’s Connect

Remember, we’re just an email away. If you need help, send us a message at [email protected]—we’re looking forward to assisting you!