Customer Service Policy for SPRIYGROUND

At SPRIYGROUND, we believe that exceptional customer service is just as important as the quality of our Bags, Luggage, Accessories, and Apparel. This Customer Service Policy outlines our commitment to supporting you throughout your shopping journey, from pre-purchase inquiries to post-delivery assistance. We strive to ensure your experience with us is smooth, transparent, and satisfying.

1. Scope of Service

Our customer service team is here to assist with a wide range of inquiries and needs related to your interaction with SPRIYGROUND, including but not limited to:

  • Pre-Purchase Support: Information about product details (such as material, size, or functionality of bags, luggage, accessories, or apparel), availability, pricing, and order placement guidance.
  • Order Tracking: Assistance with locating your order status, interpreting tracking information, or addressing delays in shipping (as outlined in our Shipping Policy).
  • Returns and Refunds: Guidance on initiating returns, understanding refund eligibility, and checking the status of refund processing (in line with our Refund Policy).
  • Account Management: Help with creating or accessing your account, updating personal information, or resolving login issues.
  • General Inquiries: Questions about our policies (including Terms of Use, Privacy Policy, or Shipping Policy), feedback about our products or website, and suggestions for improvement.

2. Contact Channels

The primary way to reach our customer service team is via email:

[email protected]

We may expand to additional contact channels (such as live chat or phone support) in the future, and any updates will be posted here.

3. Response Time

We are committed to addressing your inquiries promptly. Our standard response times are:

  • General Inquiries & Pre-Purchase Questions: We aim to reply within 1-2 business days.
  • Order & Shipping Issues: We prioritize these inquiries and typically respond within 1 business day, as timely resolution is critical for delivery-related concerns.
  • Returns & Refunds: We will acknowledge your return request within 1-2 business days and provide further instructions or updates on refund status.

Please note that response times may be slightly extended during high-volume periods (e.g., holidays or sales events), but we will always strive to keep delays to a minimum.

4. Resolution Commitment

Our goal is to resolve your issue in a single interaction whenever possible. If a more complex issue requires additional time (e.g., investigating a lost package or coordinating a replacement for a defective product), we will:

  • Inform you of the steps needed to resolve the issue.
  • Provide a clear timeline for when you can expect an update.
  • Follow up with you as promised until the issue is resolved.

For example, if you report a damaged item upon delivery, our team will request photos of the damage (to assess eligibility) and then guide you through either a replacement shipment (with free shipping) or a refund, with clear next steps provided in our response.

5. Feedback and Escalation

We value your feedback, whether positive or constructive. If you are not satisfied with the assistance you receive, you can request to escalate your inquiry to a senior customer service representative. We will ensure your concerns are reviewed promptly, and a resolution is offered within 3 business days of escalation.

You can also share feedback about your experience via email, and we will use it to improve our services. All feedback is reviewed by our customer service management team.

6. Language Support

Currently, our customer service team provides support in English. We may add support for additional languages in the future to better serve our global customers.

7. Updates to This Policy

We may revise this Customer Service Policy from time to time to reflect improvements in our service or changes in customer needs. Any updates will be posted on this page with a new “Last updated” date. We encourage you to review this policy periodically to stay informed.

8. Final Note

Your satisfaction is at the heart of what we do. Whether you’re a first-time buyer or a returning customer, we want to ensure that every interaction with SPRIYGROUND leaves you feeling valued. If you have any questions about this policy, please don’t hesitate to reach out to us at [email protected].

Last updated: 2025.07.28