Customer Service Policy

This Customer Service Policy is the unified service standard and code of conduct formulated by the global e-commerce platform stihlusaussale.com for all customer service work, covering all service links including pre-sales consultation, order guidance, in-transit logistics inquiry, after-sales return and refund, complaint handling, brand cooperation and wholesale consultation. This policy applies to all customer service staff of stihlusaussale.com and all users who use the platform’s customer service channels. Our platform is committed to selling high-quality science-supported Soylent full-nutrition meal replacement products, adhering to the service tenet of "customer first, sincere service, efficient response and standardized processing". We set up a variety of dedicated service mailboxes to classify and respond to different types of user demands, and formulate unified service processes and response standards to ensure that every user can obtain professional, warm and timely service support on stihlusaussale.com. All service behaviors of our customer service team shall strictly abide by the content of this policy. The official website of the platform is stihlusaussale.com.

To realize classified management and efficient response of different service demands, stihlusaussale.com has set up three independent dedicated email service channels, which correspond to different service scenarios respectively. All service communications are mainly carried out by email, which is stable, efficient and convenient for global users to retain communication records.

The first service channel: support@stihlusaussale.com. This is our core daily customer service mailbox, which undertakes the largest number of service demands and covers all pre-sales, in-sales and conventional after-sales services. Pre-sales consultation includes product parameter inquiry, ingredient introduction, nutritional component explanation, product taste, usage method, inventory status, price rules and other questions related to products. In-sales services include order placement guidance, order modification, order cancellation, payment failure solving, logistics tracking inquiry, delivery time inquiry and other order-related problems. Conventional after-sales services include product quality feedback, transportation damage processing, 60-day free return application, 5-10 day refund progress inquiry, return logistics guidance and other after-sales work. All ordinary individual customers’ daily shopping problems shall be sent to this mailbox for consultation.

The second service channel: press@stihlusaussale.com. This mailbox is specially set up for media cooperation, brand publicity, press interview, news release, brand image communication and other public relations and press work. Media practitioners, publicity institutions and industry bloggers who intend to carry out interview reports, brand cooperation, content cooperation and press release release with stihlusaussale.com can send detailed cooperation plans, interview outlines and relevant materials to this mailbox. We have a special press team responsible for docking all press and media business.

The third service channel: wholesale@stihlusaussale.com. This mailbox is targeted at enterprise customers, physical store dealers, bulk purchasers and wholesale partners. If you have the demand for large-quantity procurement, long-term wholesale cooperation, customized bulk orders and distributor cooperation, please send your procurement quantity, demand model, cooperation cycle and other detailed information to this mailbox. Our professional wholesale operation team will provide exclusive wholesale plans, preferential policies and docking services for bulk customers.

We suggest users select the corresponding mailbox according to the nature of their demands, which can greatly improve the response speed and processing efficiency of the service. All mailboxes provide 24-hour receiving service, and our staff will process emails in accordance with unified working hours and response standards.

Combined with the user distribution of global customers and the working arrangement of the customer service team, we have formulated unified service working hours and response time standards to ensure the timeliness of service. Our customer service team works in shifts all year round to cover user demands from different time zones around the world.

Within the normal working period, for all consultation emails received by each service mailbox, our staff will complete the preliminary review and reply within 1 working day. For simple questions such as product consultation, logistics inquiry and general policy inquiry, we will give clear answers and solutions in the first reply. For complex problems involving order exceptions, after-sales disputes, wholesale cooperation and media interviews that need to be verified and communicated internally, we will first send a receiving notice to inform the user that we have received the demand, and complete the detailed investigation, processing and formal reply within 2 working days.

On weekends and global official holidays, the speed of manual review and reply will be appropriately delayed, but we will still arrange on-duty staff to check the mailbox regularly. All emails received during holidays will be processed and replied in order within 1 to 2 working days after the holiday ends.

We do not promise instant real-time reply, but we strictly abide by the above response time standards. If you do not receive any reply for more than 3 working days after sending an email, you can resend the email or check whether the email address is filled in correctly. We will try our best to avoid missing user messages.

Pre-sales service is an important part of helping users understand products and complete orders, and our customer service team implements standardized and detailed service standards in pre-sales work. When users consult product-related content, customer service staff shall introduce the product’s scientific formula, nutritional ingredients, edible methods, shelf life, product specifications and eco-friendly characteristics truthfully and comprehensively, without false publicity, exaggerated description or misleading guidance. For questions about product prices, discount rules and free global shipping policies, staff shall answer in accordance with the unified regulations of the platform, clearly inform users that all products enjoy free worldwide shipping, and explain the composition of the total order amount.

When users encounter problems in browsing the website, selecting products, adding to cart and operating orders, customer service staff shall provide step-by-step operation guidance, help users troubleshoot page abnormalities, operation failures and other faults, and guide users to complete the order placement correctly. For users who are hesitant about product selection, we can recommend suitable products according to the user’s usage scenarios and needs, but we adhere to the principle of objective recommendation and do not force sales or induce users to purchase irrelevant products.

In pre-sales communication, all staff maintain a polite, patient and friendly service attitude, use concise and easy-to-understand English expressions, avoid using obscure professional terms, and ensure that global users can clearly understand the reply content.

For all orders generated on stihlusaussale.com, our customer service team provides full-cycle tracking service. After the user completes the payment, if the order is not processed for a long time, the user can inquire through the service mailbox. The staff will check the order status, confirm the shipment progress, and feedback the specific situation of 1-3 days shipment rules to the user in a timely manner.

After the order is shipped, if the user cannot find the logistics tracking number or the logistics information stops updating abnormally, the customer service staff will re-send the tracking number, contact the logistics provider to inquire about the transportation status, and timely feed back the latest logistics progress to the user. For the delivery time of 6-12 days uniformly stipulated by the platform, staff shall explain the influencing factors such as regional distance and customs clearance to users with questions, and comfort users reasonably.

For orders with wrong recipient information, wrong address and other problems filled by users, staff will assist users to modify the order information before the goods are shipped to ensure smooth delivery. For orders returned due to unsuccessful delivery, staff will communicate with users to reconfirm the address and arrange re-delivery in accordance with the shipping policy. All order and logistics services are based on the platform’s Shipping Policy, and all processing behaviors are standardized and unified.

After-sales service mainly involves 60-day free return, 5-10 day refund, product quality problems, transportation damage and other related work, which is the key work link of customer service. When users initiate a return and refund application, customer service staff shall strictly handle it in accordance with the platform’s Refund Policy. First, check whether the return is within the 60-day return period, verify the product status and order information, and guide users to provide corresponding proof materials such as pictures and videos.

For eligible return applications, staff shall quickly approve the application, send the return address and return precautions, and track the return logistics in real time after the user sends back the goods. After the returned goods are received and inspected, staff will supervise the finance team to complete the refund within 5-10 working days, and inform the user of the refund progress and refund completion status in a timely manner. For return applications that do not meet the conditions, staff shall clearly and patiently explain the reasons for rejection, and provide reasonable solutions and suggestions, and shall not quarrel or have bad attitudes towards users.

For products with quality problems or damage during transportation, we take the initiative to assume the responsibility, simplify the return process for users, and prioritize processing such after-sales orders. All after-sales services adhere to the principle of fairness and impartiality, protect the legitimate rights and interests of users, and also maintain the normal operation order of the platform.

stihlusaussale.com has a complete user complaint handling mechanism. If users are dissatisfied with products, logistics, service attitude, policy execution and other aspects, they can send complaint content, order number and relevant evidence to support@stihlusaussale.com. We classify complaints into general complaints and major complaints, and assign special personnel to handle them separately.

For general complaints, the complaint handler will fully understand the user’s demands and dissatisfaction within 1 working day, communicate and coordinate with the relevant departments, give a targeted solution, and feedback the processing result to the user. For major complaints involving large disputes, multiple links and complex problems, we will set up a special processing group, conduct a comprehensive investigation within 2 working days, sort out the whole incident, formulate a solution, and communicate with the user until the problem is properly resolved.

In the complaint handling process, our staff always listen to the user’s demands patiently, take the initiative to communicate and reconcile, do not shirk responsibilities, and try their best to resolve user dissatisfaction. After the complaint is closed, we will record the whole process of the complaint as data support for subsequent service optimization.

All customer service staff of stihlusaussale.com must abide by unified service attitude and code of conduct. In all email communications, keep polite, respectful, patient and professional. It is strictly forbidden to use offensive, perfunctory, sarcastic and irritable language to users. It is forbidden to lie, conceal the truth, arbitrarily promise benefits beyond the platform’s regulations or make arbitrary changes to platform policies.

Staff shall keep the confidentiality of all user information obtained in the service process, shall not disclose the user’s order information, contact information and private communication content to any irrelevant third party. It is forbidden to use the service convenience to conduct private transactions, solicit users or carry out other behaviors that violate the platform’s regulations.

We will regularly train and assess the professional ability and service attitude of customer service staff. Users can evaluate the service quality after each service communication. We will optimize the service team and service process according to user evaluations and feedback.

stihlusaussale.com has the right to update and optimize this Customer Service Policy according to business development, service team adjustment and user demand changes. All updated service policies will be posted on the website stihlusaussale.com, and the new policy will take effect from the date of publication. All subsequent customer service work will be implemented in accordance with the updated policy.

If you have any suggestions for our customer service work, service channels and service efficiency, you are welcome to send your valuable opinions to support@stihlusaussale.com. We will carefully listen to every user’s feedback, continuously optimize the service system, improve service quality, and strive to provide more perfect and efficient customer service for global customers of stihlusaussale.com.