Support Policy Page

Support Policy — Metaltywears

At Metaltywears, we are committed to providing reliable and responsive customer support to ensure a smooth shopping experience for all customers. This Support Policy explains how you can reach us and how we handle customer inquiries.

1. Support Availability

Our customer support team is available during the following hours:
Monday – Saturday: 10:00 AM – 7:00 PM
Sunday & Public Holidays: Limited or email-only support

2. Contact Methods

You can reach our support team through:

• Email support (recommended for order issues)

• Website Contact Form

• Live Chat (if available on website)

Please include your Order ID, registered email, and issue details for faster assistance.

3. Response Time

• General inquiries: Within 24 hours

• Order or payment issues: Within 12–24 hours

• Urgent concerns: Priority handling where applicable

Response times may be slightly delayed during peak seasons or sales.

4. Support Scope

Our support team can assist you with:

• Order status and tracking

• Payment or transaction issues

• Returns, refunds, and exchanges

• Product details or sizing help

• Account or login assistance

5. Customer Responsibilities

To help us resolve your issue quickly:

• Provide accurate order details

• Respond to support requests promptly

• Follow instructions given by our support team

Incomplete information may delay resolution.

6. Prohibited Conduct

We maintain a respectful environment. We reserve the right to refuse service if a customer:

• Uses abusive or threatening language

• Attempts fraud or misuse of policies

• Provides false information

7. Escalation Process

If your issue is not resolved satisfactorily:

• You may request escalation to a senior support representative.

• Escalated cases are reviewed within 48 hours.

8. Policy Updates

We may update this Support Policy at any time. Continued use of our services indicates acceptance of any changes.