Customer Service Policy

The Customer Service Policy of dudewipesmall.com is the unified service standard governing all pre-purchase consultation, in-order follow-up and post-sale aftercare services provided by our platform’s customer service team for every consumer shopping on our official website dudewipesmall.com, aiming to standardize daily service workflow, unify problem disposal benchmark and protect the legitimate shopping rights of all users purchasing our series of premium flushable wipes products. All service behaviors of our online customer service personnel must comply with every clause listed in this official policy document.

Before customers complete order payment on dudewipesmall.com, our service team accepts all pre-purchase consultation covering product raw material composition, wipe size specification, applicable usage scenarios, real-time inventory status and whole-site discount activity rules via designated official email. Service staff need to reply all pre-sales questions objectively based on real commodity data of our platform, cannot arbitrarily exaggerate product effect or make false commitment beyond existing platform policies such as unauthorized extension of official 60-day return period and private free expedited delivery promise against our fixed Shipping Policy. When consulting about site-wide core benefit including free global shipping and long-term discounted pricing, customer service introduces corresponding rules strictly following content recorded in Shipping Policy and About Us page of dudewipesmall.com.

After customers complete payment and orders enter warehouse picking & global delivery flow regulated by our Shipping Policy (1–3 days warehouse outbound, 6–12 days global standard delivery), users can submit order number to our official mailbox to inquire real-time logistics progress. Our customer service verifies logistics tracking information from cooperative carriers and feeds back inquiry result to users within regular working days; facing customers’ reasonable inquiry about delayed arrival within 6–12 days stipulated delivery range, service personnel need to patiently explain objective influencing factors of logistics fluctuation according to platform clauses instead of perfunctory reply. For abnormal logistics beyond standard delivery cycle, customer service guides customers to start formal after-sales application in accordance with Refund Policy provisions.

When customers put forward return and refund application within legal 60-day free return window set by dudewipesmall.com, our after-sales customer service first audits whether submitted return request meets the qualification standard written on Refund Policy, informs applicants of detailed free return operation steps and designated return receiving address after passing preliminary audit, meanwhile clearly notify customers of official 5–10 working days refund cycle after warehouse inspection confirmation and free return freight benefit covered by our mall. For unqualified return applications failing to meet return requirements, service staff need to list specific rejection reasons based on policy clauses and give rational alternative suggestions for users politely.

If users have dissatisfaction about product quality, logistics service or after-sales disposal result during shopping on dudewipesmall.com and put forward formal service complaint, customers can submit detailed complaint description with relevant order evidence to our official press mailbox. Our customer service management department collects and sorts all valid customer complaints uniformly, carries out internal incident investigation within working days and feeds back targeted disposal scheme to complaining users in written form via email. For difficult cross-party transaction disputes that cannot be settled via bilateral negotiation, both sides can solve disputes following relevant consumption protection regulations of the user’s resident region under the premise of abiding by all platform published policies of dudewipesmall.com.

For enterprise wholesale customers and media institutional users who contact dudewipesmall.com via press@dudewipesmall.com, our dedicated business customer service group independently takes charge of bulk purchase negotiation, media interview docking and brand cooperation communication according to the service separation principle of this policy, distinguishing individual retail customer service workflow to improve overall service efficiency of the whole platform.