Customer Service Policy

Policy Introduction

This Customer Service Policy formulates unified service standards and processing specifications for all customer consultation, after-sales service, problem feedback and rights protection demands generated during users’ shopping on calicocrittershub.it.com. Our Calico Critters authorized reseller store takes standardized service, efficient response and problem-solving as the core service standards, and is committed to providing every user with professional, intimate and reliable whole-process shopping service support.

Customer Service Contact Channels

calicocrittershub.it.com provides diversified and uninterrupted customer service channels to meet users’ different consultation and service demands. Users can contact our professional customer service team through dedicated email addresses for different business scenarios: for daily shopping consultation, order problem feedback and after-sales service processing, please send emails to support@calicocrittershub.it.com; for brand cooperation, media interview and platform business communication, please send emails to press@calicocrittershub.it.com; for wholesale business consultation, bulk order customization and cooperative procurement demands, please send emails to wholesale@calicocrittershub.it.com. Our team will reply to user emails within the shortest working time to solve user problems.

Pre-Sales Service Standards

In the pre-sales stage, we provide users with comprehensive product consultation services, including product parameter introduction, series attribute explanation, preferential activity interpretation, shopping process guidance and matching suggestion of Calico Critters products. The customer service team will accurately answer all user questions about platform products and services, help users fully understand product information, and assist users in completing order placement and parameter selection, ensuring users have a clear and assured shopping experience before placing orders.

In-Sales Service Standards

During order payment and processing, our customer service team will track the order status in real time. For abnormal orders such as payment failure, order cancellation and information error, we will take the initiative to remind and guide users to solve problems. We provide one-to-one order processing guidance, help users modify order information, adjust delivery addresses and confirm logistics details, and ensure that every order can be processed smoothly and shipped efficiently in accordance with the 1-3 working days shipping standard of the platform.

After-Sales Service Standards

In the after-sales stage, we fully implement the platform’s return and refund policy, provide professional after-sales guidance for users’ return applications, product quality problems, logistics delay and other problems. We strictly abide by the 60-day free return and 5-10 working days refund processing standards, actively coordinate and solve all after-sales problems for users, and fully protect users’ legitimate shopping rights and interests. For user feedback and service suggestions, we will record and optimize the platform service system in a timely manner.

Service Commitment

calicocrittershub.it.com always adheres to the user-first service concept, standardizes all customer service links, prohibits perfunctory response and prevarication of user demands, and ensures that every user’s consultation and feedback can be responded to and properly processed. We continuously optimize the customer service system, improve service efficiency and professional level, and strive to create a worry-free, comfortable and reassuring shopping service experience for global users.

 

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