Customer Service Policy

This Customer Service Policy is established by selsunbluesale.com, a professional global e-commerce platform specializing in Selsun Blue anti-dandruff hair care products. It standardizes service standards, service scope, operational workflows, staff codes of conduct and user rights for all customer service activities on our platform. This policy covers the full lifecycle of customer services, including pre-sales consultation, in-sales order assistance, after-sales support, complaint handling and suggestion feedback. It is binding on all customer service staff of selsunbluesale.com and also informs all platform users of available service rights and rules. Our core service tenet is to deliver attentive, professional, efficient and patient services to every global customer, and we strive to create standardized, high-quality and humanized service experiences for all users. All customer service work on selsunbluesale.com is carried out in strict accordance with this policy, and we openly accept supervision and feedback from all customers.

Pre-sales customer service serves as the first connection between users and selsunbluesale.com, focusing on answering all questions raised by users before purchase, helping customers fully understand product details, platform rules, promotional activities and shopping procedures, and guiding users to make appropriate purchasing decisions. We provide multiple accessible consultation channels, including real-time online consultation on the selsunbluesale.com website and email consultation via our official mailboxes press@selsunbluesale.com, support@selsunbluesale.com and wholesale@selsunbluesale.com. All pre-sales consultation services are completely free for website visitors and registered members.

Our customer service team can address a wide range of pre-sales inquiries. Product-related consultations cover Selsun Blue shampoo efficacy, ingredient composition, correct usage methods, suitable hair and scalp types, product capacity, shelf life, packaging details and usage precautions. Our staff receive comprehensive product training and can provide accurate, detailed product introductions. We also answer questions about platform promotional activities, including the up-to-70% discount rules, activity duration and participation methods, and explain real pricing information to ensure full transparency. Additionally, we offer guidance on the complete shopping process, including account registration, product browsing, cart operations, order submission and payment steps, to assist new users in completing shopping smoothly. Our team also answers questions about basic platform rules such as worldwide free shipping, 1-3 working day order processing, 6-12 working day global delivery and USD unified settlement, as well as real-time product inventory inquiries and restocking schedules for out-of-stock items.

All pre-sales customer service staff follow strict service norms: respond to online consultations promptly during working hours and reply to email inquiries within 1 working day; provide accurate, truthful answers without misleading or ambiguous statements; maintain polite and patient attitudes toward all users, and take initiative to resolve follow-up questions; guide rational consumption and avoid deliberate inducement of excessive purchases.

In-sales customer service runs from successful order placement to parcel dispatch, focusing on resolving abnormal order issues and providing targeted order assistance for users on selsunbluesale.com. After users complete order payment, our customer service team collaborates closely with warehouse staff to track order processing progress.

Within the 1-3 working day order processing period and before parcel dispatch, users may apply to customer service to modify incorrect recipient names, delivery addresses or contact phone numbers. Our staff will verify your order identity and update information free of charge. Once a parcel is dispatched and handed over to logistics providers, delivery information and routes are finalized and cannot be adjusted. We remind all users to double-check order details before submission to avoid subsequent troubles.

Users can also consult customer service to check real-time order status, including order confirmation, product picking progress, packaging status and logistics tracking numbers after dispatch. For orders with delayed processing due to order volume surges, our team will proactively explain the reasons and inform users of the expected dispatch time. For abnormal issues such as payment failures, duplicate payments, order creation errors and website system malfunctions during shopping, users can report problems to customer service immediately. Our professional team will check system data and payment records, identify fault causes and provide solutions such as order resubmission, duplicate payment refunds and order repairs to protect users’ transaction rights.

After-sales service is a core component of our customer service system on selsunbluesale.com, covering all services after customers receive products, including product usage guidance, parcel abnormality handling, return and refund application assistance and after-sales progress tracking. Combined with our 60-day free return, free return shipping and 5-10 working day refund policies, our after-sales team provides one-stop support for all post-purchase needs.

After receiving products, users with questions about usage methods, usage cycles, product effects or maintenance tips can contact after-sales customer service for detailed guidance and precaution reminders. If you find parcel damage, leakage, incorrect items or defective products upon receipt, please capture photos or videos as evidence immediately and contact our after-sales team. We will verify evidence, confirm problem causes and provide solutions such as redelivery, partial refunds or full return refunds based on actual conditions, and track resolution until the issue is fully resolved.

For users submitting return and refund applications within the 60-day return period, our after-sales staff will guide you step by step through the entire return process, including application submission, evidence provision, return address acquisition, logistics tracking number submission and refund progress checks. We review return applications promptly, monitor return logistics status, coordinate warehouse inspections after parcel receipt and urge the finance team to complete refunds within 5 to 10 working days. For users confused about return rules or refund timelines, we offer patient explanations and detailed updates. All after-sales inquiries and applications receive an initial response within 1 working day. For complex issues requiring verification with warehouses, logistics teams or finance departments, we regularly update users on handling progress.

selsunbluesale.com maintains a complete complaint and suggestion feedback mechanism, and we sincerely accept all user complaints, criticisms, opinions and optimization suggestions regarding products, logistics, customer services and website functions. User feedback is a key driving force for our continuous service improvement.

To submit a complaint, users can use online customer service or send detailed complaint content, order numbers, supporting evidence and contact information to press@selsunbluesale.com. Our dedicated complaint handlers register complaints within 1 working day, sort out related evidence and conduct full investigations to identify root causes. We formulate reasonable solutions based on investigation results and reply to users with resolutions within the specified timeframe. After problem resolution, we conduct follow-up visits to confirm user satisfaction. We treat every complaint seriously and actively correct existing service flaws.

We also welcome optimization suggestions for product selection, promotional activities, website design, logistics services and customer service modes. After receiving suggestions, our team evaluates their rationality and practical value. Valuable and feasible suggestions will be adopted in subsequent service upgrades, and we express sincere gratitude to users who provide constructive feedback.

selsunbluesale.com offers two major stable service channels for global users: real-time online consultation embedded on the website, suitable for simple questions and instant problem-solving; and three dedicated email addresses including press@selsunbluesale.com, support@selsunbluesale.com and wholesale@selsunbluesale.com, ideal for complex inquiries, complaints, evidence delivery and bulk cooperation communications. Our customer service team operates cyclic services to adapt to global time zone differences, striving to deliver timely responses to users across all regions. Our platform operates purely online with no physical offline service outlets.

All customer service staff are prohibited from refusing legitimate user inquiries, using impolite or provocative language, misleading users into unnecessary consumption, promising services beyond platform rules, disclosing user personal information without authorization, requesting sensitive payment information or participating in malicious transactions. Any staff violating these prohibitions will face severe penalties per internal management regulations.

selsunbluesale.com solemnly commits to all users: we will uphold the customer-oriented service concept, continuously improve staff professionalism, optimize service workflows and enhance service efficiency. We will address every user’s problem with professionalism, enthusiasm and sincerity, and keep upgrading our customer service system based on user feedback to create a more reassuring and comfortable cross-border shopping environment for all global customers. For questions about this Customer Service Policy, please contact us via press@selsunbluesale.com.