Customer Support Policy

LiberiaOnline, we’re committed to providing exceptional customer service and ensuring that your shopping experience is as smooth and hassle-free as possible. This Support Policy outlines the support services we offer and what you can expect when reaching out to us for assistance.

1. Customer Support Channels

We offer multiple ways for you to contact us with any questions, concerns, or issues. Our support team is available to assist you through the following channels:

• Email Support: For general inquiries, product questions, or support issues, please contact us at support@liberiaonline.shop.
• Live Chat: Our live chat feature is available on our website Monday through Friday, 9:00 AM - 6:00 PM (GMT)] for real-time assistance.
• Support Ticket: For more complex issues, you can submit a support ticket through our website, and we will respond as quickly as possible.

2. Hours of Operation

Our customer support team is available during the following hours:

• Email and Ticket Support: Available 24/7. We strive to respond to all inquiries within [insert number of hours or business days, e.g., 24-48 hours].
• Phone and Live Chat Support: Available Monday through Friday from [insert hours, e.g., 9:00 AM - 6:00 PM (EST)]. Please note, we are closed on weekends and public holidays.

3. Response Time

We understand that your time is valuable, and we make every effort to address your inquiries promptly. While response times may vary depending on the volume of requests, we aim to:

• Respond to emails and support tickets within 24 Hours.
• Address live chat and phone support inquiries immediately during available hours.

If you have not received a response within the expected time frame, please feel free to follow up.

4. Types of Support

We offer support for a wide range of issues related to your shopping experience, including:

• Product Inquiries: Questions about product details, sizing, availability, or specifications.
• Order Status: Assistance with tracking orders, managing your cart, or checking the status of an order.
• Returns and Exchanges: Guidance on returning or exchanging items, understanding our return policy, and processing refunds.
• Payment Issues: Assistance with billing inquiries, payment problems, or issues related to discounts, promotions, or payment methods.
• Shipping and Delivery: Questions about shipping methods, costs, and delivery timelines.
• Account Issues: Help with creating or managing your account, updating personal information, and resolving login issues.
• Technical Support: Troubleshooting any issues you encounter on our website, such as errors during checkout or difficulty navigating the site.

5. How to Get the Best Support Experience

To help us assist you as efficiently as possible, please provide the following information when you contact us:

• Order Number: Include the order number if your inquiry is related to an existing purchase.
• Clear Description: Provide a detailed description of your issue or question so we can resolve it quickly.
• Screenshots/Images: If applicable, attach screenshots or photos (e.g., of damaged products, error messages, or incorrect items).

6. Frequently Asked Questions (FAQs)

Before contacting support, you may find answers to your questions in our [FAQ Section], where we cover common topics such as:

• How to track my order
• What to do if I received a damaged or incorrect item
• How to apply a discount code
• Return and refund process

We encourage you to check out the FAQ section for quick answers to common questions.

7. Limitations of Support

While we strive to offer excellent support, please note that there are certain limitations:

• Third-Party Issues: We are unable to resolve issues with third-party services or products (e.g., issues with payment providers, shipping carriers, etc.) that are not under our direct control.
• Product Use Assistance: Our support is limited to assistance related to the purchasing process and basic product-related inquiries. For detailed product use or troubleshooting, we recommend referring to the product’s manual or contacting the manufacturer directly.
• Service Hours: Our support is limited to the hours specified above. We do not offer 24/7 support, and our team is unavailable during certain holidays.

8. Escalation Procedure

If your issue is not resolved through our initial support channels, we have an escalation process in place to ensure that your concern is addressed promptly. You can request that your inquiry be escalated to a manager or supervisor by emailing support@liberiaonline.shop or requesting an escalation through live chat or phone support.

9. Privacy and Security

Your privacy and security are important to us. All support interactions are conducted in compliance with our Privacy Policy, and we ensure that any personal data shared during the support process is handled securely and confidentially.

Contact Us:

If you need assistance, please don’t hesitate to reach out to us via any of the following channels:

• Email: support@liberiaonline.shop
• Live Chat: Available on our website
• Support Ticket: to support ticket page

We’re here to help, and we appreciate your trust in LiberiaOnline. Thank you for being a valued customer!