Customer Service Policy – Motelrockas
At Motelrockas, we believe that exceptional customer service is at the heart of a great shopping experience. Our team is dedicated to supporting you at every step—from browsing our collection to resolving post-purchase questions. This Customer Service Policy outlines our commitment to you and the ways we strive to meet your needs.
1. Our Commitment
We aim to provide friendly, efficient, and solutions-focused support to ensure your satisfaction with Motelrockas. Whether you have questions about products, orders, shipping, returns, or anything else, we’re here to help.
2. How to Reach Us
You can contact our customer service team through the following channel:
- Email: Send your inquiries to [email protected]. This is our primary support channel, and we respond to all emails promptly.
3. Response Times
- We strive to reply to all emails within 24–48 business hours (Monday to Friday, excluding weekends and major holidays).
- During peak periods (e.g., sales events, holidays), response times may be slightly extended, but we will always prioritize urgent matters (e.g., lost packages, order errors) to resolve them as quickly as possible.
4. Areas of Support
Our customer service team is ready to assist with:
- Product Inquiries: Information about sizing, materials, availability, care instructions, or styling tips.
- Order Assistance: Tracking your shipment, updating order details (if possible), canceling orders (before shipment), or resolving issues with incorrect or missing items.
- Shipping and Delivery: Questions about delivery times, tracking, address changes, or lost/damaged packages (see our Shipping Policy for details).
- Returns and Refunds: Guidance on initiating returns, checking refund status, or understanding our return eligibility criteria (see our Refund Policy for details).
- Account Support: Help with creating, accessing, or updating your Motelrockas account.
- Feedback and Suggestions: We welcome your thoughts on how we can improve our products or services—your input helps us grow!
5. Handling Complaints
If you’re not satisfied with your experience, please let us know. We take complaints seriously and will:
- Acknowledge your concern within our standard response time.
- Investigate the issue thoroughly, gathering any necessary details from you or our team.
- Provide a clear resolution or explanation, and follow up to ensure you’re satisfied.
6. Language Support
Currently, our customer service is provided in English. We are working to expand support to additional languages in the future.
7. Continuous Improvement
We regularly review customer feedback to enhance our service. If you have suggestions for how we can better support you, please share them at [email protected]—we value your input.
Thank you for choosing Motelrockas. We’re proud to serve you and look forward to making your shopping experience exceptional.
Last Updated: August 16, 2025