Customer Service
General Guidelines
There are 4 types of customer service tickets:
1) Order Changes
2) Shipping/Fulfilment
3) Product Quality
4) Miscellaneous/Other
The majority of tickets will be very similar to the ones below.
What does the tracking statuses mean (For your reference)
Shipment info received- Hong Kong shipping company is waiting for package from supplier.
Arrived at Processing facility/Airport/Anything in China- Package is going from Hong Kong Shipping Company to Destination Country Airport
Arrived and Clearing Customs in US/Country- It is clearing customs and will be delivered to the local delivery company and post office soon.
In transit locally- Local delivery company/post office is processing it and order will be delivered soon. Once the order is “In transit locally”, the order should arrive soon and there shouldn’t be any serious delays.
QUALITY
I received the wrong/damaged product
First email:
Hey Customer, could you send us a photo please?
Thanks
Tallech
Second email:
Hey Customer.
Thank you for your email. We apologize for this.
Would you like us to reship it for you?
Thanks,
Tallech
I want to return my order for a refund.
Step 1- Find out the reason why they want a refund. And apologize for it. If the item is wrong/damaged please see above. In that case, we can reship and the customer keeps the product received.
Step 2- Offer 50% refund + customer keeps product.
Step 3- If they reject the offer. Give the return address then Refund after shipped.
First email:
Hey Customer
Thank you for your email.
Could we ask why you’d like to return your order? So we can improve our service.
Thanks
Tallech
Second email:
Hey Customer,
We sincerely apologize that the order wasn’t up to your expectations. Would you be interested in a 50% refund and being able to keep the product?
Thanks,
Tallech
Third email: Please ship the products back to:
[INSERT SHIPPING ADDRESS]
The products should be returned in its original packaging and we will refund as soon as you let us know that you have shipped it.
We recommend you to use a traceable form of delivery. Let us know as soon as it has been shipped so we can refund you as soon as possible.
Thanks,
Tallech
MISC
Tallech where do you ship from?
Hey Customer, Thank you for your email.
We ship from Hong Kong.
Thanks,
Tallech
Why was I charged more?
Hey Customer,
Thank you for your email. We process orders in USD, which may explain the difference in the price paid. Your bank may also have charged you currency conversion fees.
Thanks,
Tallech
Why is price in X currency?
Hey Customer, Thank you for your email.
We process orders in USD. Your bank will convert your order to your local currency when you pay.
Thanks,
Tallech
I can’t locate my order?
Hey Customer,
Thank you for your email. I have resent your order/shipping confirmation email to (email address in system)
Thanks,
Tallech
Order Changes/Cancellations
Write order changes notes in the Shopify order page (comments).
I want to change my address (Unfulfilled)
Hey Customer,
Thank you for your email.
We have successfully updated your address and resent your order confirmation email.
Let me know if you have any other questions!
Thanks,
Tallech
I want to change my color/size (Unfulfilled)
Hey Customer,
Thank you for your email.
I have successfully edited your order and resent your order confirmation email.
Let me know if you have any other questions!
Thanks,
Tallech
I want to change my color/size (Fulfilled)
Hey Customer,
Thank you for your email.
Unfortunately, your order has already been processed/shipped and we are unable to change the order.
However, we would like to send you a voucher for a FREE product as an apology. You would just have to pay shipping.
You can use the coupon code “REORDER” at checkout to redeem this.
Thanks,
Tallech
I want to cancel my order (Unfulfilled)
Hey Customer,
Thank you for your email.
I have successfully cancelled your order and sent you an order cancellation email.
Please allow 5-10 days for the refund to be returned to your account.
If you’ve changed your mind and still want to try our products in the future.
You use the coupon code “TAKE20” at check out for 20% off. Let me know if you have any other questions!
Thanks,
Tallech
Shipping
2-4 week delivery for most countries: USA, Canada, UK, Australia and Europe.
3-6 week delivery for rest of world: South Africa, Brazil, South America, Puerto Rico (USA), UAE, Egypt, India, Pakistan, Mexico and Rest Of World.
Where is my tracking number(Unfulfilled)?
Hey Customer,
Thank you for your email.
Due to high demand, our processing times are longer than usual.
Rest assured, everything will be taken care of and your order will be shipped soon.
Once it does, you will receive a tracking number in a separate shipping confirmation email.
Our estimated delivery times are 2-4 or 3-6 weeks (depending on country)
You can track your order here: Insert Track123 tracking page.
Let me know if you have any other questions!
Thanks,
Tallech
Tracking Update (Shipping Info Received + In Transit China)
Hey Customer,
Thank you for your email.
We apologize for the delay due to the current pandemic. I looked into your order and it is on the way to you!
You can track your order here: Insert Track123 tracking page.
Our shipping times are still in line with the lead times shown our website which is 2-4 or 3-6 weeks (depending on country)
The information will update once your package reaches the next transit center.
Let me know if you have any other questions!
Thanks,
Tallech
Tracking Update (Clearing Customs Destination Country)
Hey Customer,
Thank you for your email.
We apologize for the delay due to the current pandemic.
I looked into your order and it is currently clearing INSERT COUNTRY customs.
You can track your order here: Insert Track123 tracking page.
Our shipping times are still in line with the lead times shown our website which is 2-4 or 3-6 weeks (depending on country)
The information will update once your package reaches the next transit center. Let me know if you have any other questions!
Thanks,
Tallech
Tracking Update (In Transit Destination Country)
Hey Customer,
Thank you for your email.
We apologize for the delay due to the current pandemic.
I looked into your order and it is currently on the way to your local post office.
Your order should arrive in the next 7-10 business days.
You can track your order here: Insert Track123 tracking page Let me know if you have any other questions!
Thanks,
Tallech
Tracking Update (In Transit With Post Office In Destination Country)
Hey Customer,
Thank you for your email.
We apologize for the delay due to the current pandemic.
I looked into your order and it is currently with your local post office and is expected to be delivered in the next 5-7 business days.
You can track your order here: Insert Track123 tracking page
Let me know if you have any other questions!
Thanks,
Tallech
My order was returned to the sender? (Fulfilled)
Hey Customer,
Thank you for your email.
We apologize for the delay.
It looks like the shipping company returned your order to us due to an incomplete address Would you like us to reship it for you?
Thanks,
Tallech.
Why hasn’t my order arrived 30+ days? (Fulfilled)
Hey Customer,
We apologise this has happened.
Since the tracking information hasn't updated, it looks like your order has been lost in the mail.
Would you like us to reship it for you?
Please confirm your shipping address:
Thanks,
Tallech
My order has been marked as delivered but I haven’t received it? (Fulfilled)
Hey Customer,
Thank you for your email.
We are sorry to hear that you did not receive your order.
Occasionally postal carriers may update tracking information to delivered right before your package has actually arrived at its destination. If this happens, your package should be delivered in about 24-48 hours after your tracking information has been updated.
If you still are unable to locate your package, we ask that you please contact your local post office. You may be required to pick your package up at one of their facilities.
Thanks
Tallech