Customer Service Policy

Customer Service Policy

This Customer Service Policy applies to all interactions with users of Moose Knuckles US Official Website (Domain: mooseknucklescanadaz.com). Our goal is to provide professional, timely, and transparent support throughout your shopping journey—from product 咨询 to post-purchase assistance—aligning with our commitment to premium Canadian-engineered outerwear.

1. Service Mission

We strive to put your needs first by:
  • Delivering accurate, clear information about products, orders, and policies.
  • Resolving issues efficiently while respecting your preferences.
  • Ensuring every interaction reflects our brand’s focus on quality and reliability.

2. Service Channels & Response Timelines

We offer dedicated channels to address your inquiries, with clear response standards to keep you informed.

2.1 Primary Support: Email

  • Contact Email: service@mooseknucklescanadaz.com
  • Response Time: We aim to reply to all email inquiries within 1-2 business days. For urgent matters (e.g., missing orders, damaged items), we prioritize a faster resolution.
  • What to Include: To speed up assistance, please provide your order number (if applicable), full name, and a specific description of your request (e.g., “track order #12345” or “inquire about parka sizing”).

2.2 Formal Correspondence: Physical Address

For written inquiries (e.g., formal complaints, documentation submissions), you may mail us at:328 Missouri Avenue Northwest, Washington Washington DC 20011, United States
  • Response Time: We will acknowledge and respond to mailed inquiries within 3-5 business days of receipt.

3. Core Service Scenarios & Support Standards

We tailor our support to cover key stages of your shopping experience, with consistency across all requests.

3.1 Pre-Purchase Support (Product & Policy Inquiries)

  • Product Details: We provide detailed information about materials (e.g., down jacket insulation, parka weather resistance), sizing guides, and care instructions to help you make informed choices.
  • Policy Clarification: We explain shipping (free for all orders, 6-12 day delivery), returns (60-day window), and refund (5-10 day processing) policies in simple terms, avoiding jargon.

3.2 Order-Related Support

  • Order Status: We share real-time updates on order processing (1-3 day timeline), shipment tracking (via confirmation email), and delivery progress. If delays occur (e.g., inventory shortages), we notify you proactively via email.
  • Order Modifications/Cancellations: We assist with address changes or order cancellations only if the order has not yet shipped (typically within 1 business day of placement). Once shipped, modifications are no longer possible.

3.3 Post-Purchase Support

  • Return & Refund Assistance: We guide you through the return process (initiating via email, free return shipping) and provide updates on refund status (e.g., “your return was inspected—refund will be issued within 2 days”).
  • Damaged/Missing Items: If you receive damaged products or missing items, we request photos of the package/items (for verification) and resolve the issue within 3 business days (options include replacement, full refund, or store credit).

4. Customer Feedback Handling

We value your feedback as a way to improve our service. Here’s how we process it:
  1. Receipt: We log all feedback (positive or constructive) in our system, regardless of the channel.
  2. Review: A dedicated team reviews feedback to identify trends (e.g., frequent sizing questions) or specific issues (e.g., delayed refunds).
  3. Follow-Up: For constructive feedback or complaints, we contact you to confirm resolution and ensure satisfaction.
  4. Improvement: We use feedback to update policies (e.g., expanding sizing guides) or train our team for better support.

5. Contact Us

For any support needs not covered above, reach out via our official channels:
  • Email: service@mooseknucklescanadaz.com
  • Address: 328 Missouri Avenue Northwest, Washington Washington DC 20011, United States