ZeeloolMall Customer Service Policy

At ZeeloolMall (zeeloolmall.com), providing exceptional customer service is at the core of our mission. We strive to support you at every stage of your shopping journey—from browsing our site to post-purchase assistance—ensuring your experience is smooth, transparent, and satisfying. This policy outlines the scope of our customer service, how to reach us, and what you can expect from our support team.
1. Scope of Customer Service
Our customer service team is here to assist with a wide range of inquiries and needs, including but not limited to:
  • Order-related questions: Status updates, tracking information (per our Shipping Policy), order modifications (e.g., updating shipping address, canceling unshipped orders), and details about USD transaction records.
  • Product inquiries: Information about product features, specifications, availability, sizing (for applicable items like eyewear), and care instructions.
  • Return & refund support: Guidance on initiating returns (within the 60-day policy), checking refund status (processed within 5-10 days after verification), and resolving issues with returned items.
  • Wholesale assistance: Dedicated support for business partners via wholesale@zeeloolmall.com, including bulk order quotes, wholesale pricing, and logistics for large-scale purchases.
  • Account support: Help with creating/accessing your account, resetting passwords, updating personal information (e.g., saved addresses), and resolving account-related technical issues.
  • Technical support: Troubleshooting website errors, payment processing issues, and problems with navigating the site (e.g., difficulty checking out, cookie settings for currency preferences).
2. Customer Service Channels
We offer multiple convenient channels to connect with our support team, so you can choose the method that works best for you:
  • Email Support:
  • For general inquiries (orders, products, returns): Reach out via our website’s contact form (available on zeeloolmall.com) or direct email (details provided in the "Contact Us" section below).
  • For wholesale inquiries: Use our dedicated wholesale email: wholesale@zeeloolmall.com (priority response for business-related requests).
  • Website Support Portal: Access our self-service support section on zeeloolmall.com, where you can find FAQs (covering common topics like shipping timelines and refund processes), order tracking tools, and return request forms to streamline your experience.
3. Service Response Timelines
We understand that timely support matters, so we commit to the following response standards:
  • General inquiries (orders, products, returns): Our team will aim to respond within 24-48 business hours. During peak periods (e.g., sales events, holiday seasons), response time may extend slightly, but we will prioritize urgent requests (e.g., missing orders, delayed refunds).
  • Wholesale inquiries: Dedicated support for wholesale@zeeloolmall.com will typically respond within 1-2 business days, as we recognize the importance of efficient communication for business partnerships.
  • Urgent issues: For critical matters (e.g., damaged items upon delivery, payment errors), please note "Urgent" in your inquiry subject line—we will escalate these requests and respond within 24 business hours.
4. Service Commitments
To ensure consistent, high-quality support, we adhere to the following commitments:
  • Transparency: We will provide clear, honest information about order status, product availability, and return/refund timelines—no misleading or vague updates. If we need more time to resolve an issue (e.g., investigating a lost package), we will notify you of the progress at least every 3 business days.
  • Fairness: We will handle all inquiries and complaints impartially, working with you to find a reasonable solution that aligns with our Shipping, Refund, and Privacy Policies. For example, if a refund is delayed beyond the 5-10 day window, we will investigate the cause and provide compensation (e.g., store credit) if the delay is due to our error.
  • Accessibility: Our support team is trained to assist customers of all backgrounds, and we will make every effort to accommodate special needs (e.g., providing simplified instructions for return processes).
  • Continuous Improvement: We regularly review customer feedback to identify areas for improvement in our service—whether it’s reducing response times, adding more self-service tools, or expanding support channels.
5. How to Escalate an Issue
If you are not satisfied with the resolution provided by our initial support team, you can escalate your issue to our Customer Service Manager:
  1. Provide your reference number: Include the reference number from your initial inquiry (sent to you via email) to help us quickly locate your case.
  1. Explain your concern: Clearly outline why you are unsatisfied with the previous response and what resolution you are seeking.
  1. Submit the escalation: Send your escalation request to our general support email (or wholesale@zeeloolmall.com for wholesale-related issues) with the subject line "Escalation: [Your Reference Number]".
  1. Timeline for escalation: The Customer Service Manager will review your case within 2 business days and provide a final response within 3 business days of the escalation request.
6. Contact Us
For all customer service needs, use the following channels:
  • General Inquiries: Fill out the contact form on zeeloolmall.com or email our support team (details available on the website’s "Contact Us" page).
  • Self-Service Support: Visit the "Help Center" on zeeloolmall.com for FAQs, order tracking, and return request forms—available 24/7 for your convenience.
We value your trust in ZeeloolMall, and our customer service team is dedicated to ensuring you have a positive experience with every interaction.