Contacting Customer Service

We're Here to Help

Multiple ways to reach our customer service team.

Contact Options

Live Chat (Fastest):

• Click chat icon in bottom right
• Available 9 AM - 9 PM EST, 7 days a week
• Average wait time: under 2 minutes
• Save transcript for your records

Phone:

• Main: 1-800-555-SHOP
• Hours: 24/7
• VIP Line: 1-800-555-PLAT (Platinum members)

Email:

• General: [e-mail]
• Orders: [e-mail]
• Returns: [e-mail]
• Response within 24 hours

Social Media:

• Twitter: @StoreHelp
• Facebook Messenger
• Instagram DM: @Store
• Response during business hours

Before You Contact Us

Have this information ready:

• Order number
• Email address on account
• Description of issue
• Photos (if applicable)
• Product name or SKU

Common Issues We Can Help With

• Order status and tracking
• Returns and exchanges
• Size and fit questions
• Product availability
• Payment issues
• Account access
• Promo code problems
• Website technical issues
• Gift card balance
• Store locations

Self-Service Options

Get instant answers:

• Help Center: Searchable FAQ database
• Order Status: Track orders in your account
• Returns Portal: Start returns online
• Size Guide: Find your perfect fit
• Chat Bot: 24/7 automated assistance

Response Times

When to expect a reply:

• Live Chat: Instant connection
• Phone: Answered immediately
• Email: Within 24 hours
• Social Media: Within 4 hours (business hours)

Escalating Issues

Need additional help?

1. Speak with customer service first
2. Ask for case number
3. Request supervisor if unresolved
4. Or email [e-mail]
5. Include original case details

Feedback and Suggestions

We want to hear from you:

• Email [e-mail]
• Complete post-purchase survey
• Review products you've purchased
• Follow up survey after service interactions

Accessibility Assistance

Need accommodations?

• TTY: 1-800-555-5555
• Video relay services supported
• Request accessible formats for documents
• In-store assistance available

International Support

Shopping from outside the US?

• Email: [e-mail]
• Response within 48 hours
• Support in English only
• Note time zone differences

Tips for Faster Service

• Use live chat for quickest response
• Have order number ready
• Be specific about your issue
• Check help center first
• Include photos when relevant
• Provide complete information
• Be patient and polite