Customer Service Policy

Drmartoms Customer Service Policy

At Drmartoms, we are committed to providing exceptional customer service that matches the quality of our footwear—including boots, shoes, and kids' shoes. Our goal is to ensure every customer has a smooth, positive experience, from browsing our site to post-purchase support. This policy outlines how we deliver support, the services we offer, and how you can connect with us.

1. Our Service Mission

We believe customer satisfaction is the foundation of our success. Every member of our customer service team is trained to:
  • Provide accurate, clear information about our products, orders, shipping, returns, and refunds.
  • Respond to your inquiries with empathy and efficiency.
  • Resolve issues fairly and promptly, prioritizing your needs at every step.
  • Continuously improve our service based on customer feedback.

2. Contact Channels

We offer a dedicated email channel to address all your questions and concerns. For the most efficient support, please reach out via:
Our team monitors this inbox regularly to ensure timely responses. When contacting us, please include your order number (if applicable), product details, and a clear description of your inquiry—this helps us resolve your issue faster.

3. Service Scope & Support Hours

Our customer service team assists with the following matters:
  • Product inquiries (e.g., size guides, material details, style availability).
  • Order status updates (e.g., processing progress, shipping tracking).
  • Shipping issues (e.g., delayed delivery, address modifications).
  • Return and refund requests (in line with our Terms of Purchase).
  • Technical support for site navigation or checkout issues.
  • Feedback about your shopping experience or product use.
Support Hours: Our team operates Monday to Friday, 9:00 AM to 6:00 PM (Eastern Standard Time, EST). Inquiries sent outside these hours will be reviewed and responded to on the next business day.

4. Response Time Commitment

We strive to acknowledge and address your inquiries as quickly as possible:
  • For general product or order questions: You will receive a response within 24 business hours.
  • For return or refund requests: We will review your request and provide next steps within 48 business hours (after receiving all necessary details, such as your order number and reason for return).
  • For urgent issues (e.g., missing orders, damaged products upon delivery): We prioritize these cases and aim to respond within 12 business hours.

5. Order & Shipping Support

  • Order Modifications/Cancellations: If you need to change your order (e.g., size, style) or cancel it, please contact us immediately. We can only process modifications or cancellations if your order has not yet been dispatched (typically within 1-3 business days of order placement). Once dispatched, we cannot adjust or cancel the order.
  • Tracking Information: After your order is dispatched, we will send an email with a tracking number and link to monitor your delivery. If you do not receive tracking information within 4 business days of order placement, or if tracking shows no updates for 5+ days, please contact us for assistance.
  • Delivery Issues: If your order is delayed beyond the estimated 6-12 business days, or if it arrives damaged or incomplete, please reach out with your order number and photos of the issue (if applicable). We will investigate promptly and offer solutions such as a replacement, refund, or reshipment (as appropriate).

6. Return & Refund Support

We support hassle-free returns within 60 days of delivery (as outlined in our Terms of Purchase). Our team will guide you through the return process:
  • To initiate a return, contact us with your order number and reason for return. We will provide a Return Merchandise Authorization (RMA) number and return address.
  • We will confirm receipt of your returned product within 3-5 business days of delivery to our warehouse.
  • Once your return is approved, we will process your refund within 5-10 business days (refunds are issued to your original payment method in USD).
  • If you have questions about return eligibility, shipping costs for returns, or refund status, our team is available to clarify.

7. Feedback & Continuous Improvement

We value your feedback—whether positive or constructive. Your input helps us improve our products, website, and customer service. You can share feedback via our email channel, and we may follow up to learn more about your experience. We also review feedback regularly to identify trends and make meaningful changes to better serve our customers.

8. Accessibility

Drmartoms is committed to making our customer service accessible to all. If you require support in a specific format or have accessibility needs (e.g., assistance with reading our policies), please contact us and we will accommodate your request to the best of our ability.