Customer Service Policy

This Customer Service Policy systematically defines the full-range standardized pre-sales consulting, order follow-up tracking, post-purchase aftersales support and complaint handling service norms provided by aeropressmall.com for all global customers purchasing AeroPress coffee maker commodities on our discount retail e-commerce platform, all customer service related business execution is built around our core service tenet of authentic discounted product supply + free global delivery + industry-leading 60-day free return guarantee, all official customer communication channels are unified centered on three designated fixed mailboxes: press@aeropressmall.com for general shopping consultation, support@aeropressmall.com for all aftersales return/refund and order abnormal issues, wholesale@aeropressmall.com exclusively for bulk wholesale business cooperation consultation from qualified commercial buyers, USD remains our exclusive order settlement currency throughout all service-linked order financial settlement procedures. Every customer who completes order payment on aeropressmall.com automatically gains full eligibility to enjoy complete set of standardized customer service listed within this policy, our professional customer service team receives regular periodic professional training covering full AeroPress product specification knowledge, platform shipping/refund policy detail and cross-border shopping common issue resolution skills to ensure consistent high-standard service output for global users, policy updated content will be permanently displayed on aeropressmall.com dedicated Customer Service Policy page for unlimited free user review access.

Our pre-sales consulting service covers all kinds of customer inquiries generated before order payment confirmation on aeropressmall.com, including full-series AeroPress product parameter introduction, different model brewing effect comparison, original matching accessory selection guidance, ongoing platform exclusive discount activity rule explanation, free global shipping policy detailed interpretation and payment checkout related operation question reply, customers can submit all pre-purchase consulting content to official press@aeropressmall.com mailbox at any time via text email format without additional submission format restriction. Our pre-sales specialist team follows fixed official reply cycle regulation for all received consultation emails: general common product questions obtain formal detailed reply within 2 consecutive working days after system mailbox receipt of inquiry content; complex multi-item combined consultation involving multiple product model matching and discount stacked calculation need maximum 3 working days for internal cross-department data confirmation then deliver complete reply to customer’s origin email address. Our consultants never actively induce customers to complete blind order payment during consulting communication process, will objectively introduce product pros and cons, applicable usage scenarios and relevant aftersales return policy clauses according to real customer’s daily coffee brewing demand to help shoppers make rational purchase decision matching personal practical needs on aeropressmall.com. For large-volume preliminary wholesale intention consultation from offline coffee store operators and bulk resale merchants, all relevant business emails shall be sent to dedicated wholesale@aeropressmall.com mailbox to receive exclusive professional bulk procurement quotation and customized cooperation scheme reply from our specialized wholesale service team separately.

After customer’s order payment is finalized on aeropressmall.com checkout page and enters fixed 1-3 working days warehouse processing cycle regulated in Shipping Policy, customers can independently check order real-time processing progress through personal member account’s built-in order management page anytime without mandatory consulting customer service manually; once parcels finish outbound handover to contracted logistics carrier and generate unique tracking number synced to order backend, users can directly input tracking code on website logistics query portal to view real-time global transit information following unified 6-12 days delivery timeline rule. When customers encounter order tracking page data abnormal update, parcel long-term stagnant transit status or unclear delivery schedule confusion and need manual assistance, they can send specific order number + abnormal detailed description content to support@aeropressmall.com to apply for manual order tracking service from our aftersales team, our specialists will coordinate with contracted global logistics suppliers to verify parcel real situation and feed back official verification result to customer within maximum 2 working days after receiving valid inquiry email. All order tracking related service is permanently complimentary for all platform customers without any extra manual inquiry service charge on aeropressmall.com.

All post-purchase aftersales service covering 60-day free return application audit, returned goods guidance and 5-10 working days refund progress tracking is uniformly undertaken by our aftersales customer service team via support@aeropressmall.com official mailbox in strict accordance with Refund Policy written clauses on aeropressmall.com. When customers initiate return demand within valid 60-day free return window after receiving ordered goods, they need to write original order number, product model, concrete return reason in email content and send application to designated aftersales mailbox; our service staff conducts preliminary application qualification audit within 1 working day after email receipt, issues official return authorization number plus specified return receiving warehouse address via reply email for qualified applications and attach standardized goods repackaging reminder notes for customers’ convenient return parcel arrangement. After returned items arrive at our return warehouse and finish incoming inspection work, customers can continue to consult refund specific processing schedule by replying original service email thread, our specialists synchronize real-time financial department refund progress to user timely according to fixed 5-10 working days fund return timeline; for returned goods failing inspection leading to refund rejection situation, service team clearly itemize detailed non-qualified inspection reasons in reply email with corresponding policy clause citation for user’s clear understanding.

If customers have dissatisfaction on our pre-sales consulting efficiency, order delivery service performance, aftersales return/refund processing result or discount promotional activity implementation content on aeropressmall.com and need to launch formal service complaint application, unified official complaint receiving channel is support@aeropressmall.com mailbox with required complaint content including original relevant order number (if applicable), specific dissatisfaction description and customer’s expected reasonable settlement demand clearly listed in submitted email text. Our dedicated complaint management department classifies all received complaint cases within 1 working day after email arrival and distributes corresponding case to responsible specialized service group for targeted investigation and settlement work, general simple complaints complete closed-loop processing and formal reply feedback to complainant within 3 working days; complex cross-department involved dispute cases need maximum 5 working days internal coordination then deliver finalized official settlement plan via reply email to user’s contact mailbox. We take every valid customer complaint as core reference to optimize our platform’s daily service workflow on aeropressmall.com, regularly summarize recurring complaint problems and feed improvement proposals into internal operation optimization project to continuously upgrade overall customer service quality of our discount coffee equipment e-commerce platform.