Every message is read by a person, in the order it arrived.
No outsourced inbox
There is no agency on the other side of [email protected]. No script with three approved openings. No first-line responder whose only job is to ask whether you have tried turning it off.
The person who reads your message can see your order, knows the product, and can make a decision. If the answer needs a second look, they take the second look.
One business day
That is the target, and it is the one we hold ourselves to. Most messages go out faster. Some take longer, usually because the answer requires checking something rather than typing something.
What we do not do is send a holding reply to make the clock look better. A “we will get back to you” email that arrives on time and answers nothing is worse than a real answer that arrives a day late.
A question is not closed until it is answered
Tickets that close themselves after three days are a metric, not a service. If your question is still open, the thread stays open.
That also means we would rather have one long email that solves the problem than five short ones that move it around.
You do not need an account to ask
You can write to us without registering, without an order number if you have lost it, and without proving you are a customer. We will ask for the details we need to help, not the ones we need to file you.
Why one inbox
Because routing is where answers go to die. The moment a question is forwarded to the right department, it becomes someone else’s queue, and the person who asked becomes a reference number.
One inbox means one owner. It is slower to scale and much better to use.
If something is unclear, before you buy or long after, write to [email protected]. A person will answer.