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    Customer Service Policy


    Customer Service Policy - Runwaydrip

    At runwaydrip, we are committed to providing reliable, helpful support for all your needs related to our products (including welding machines, electrodes, protective helmets, gloves, and safety shoes) and your shopping experience on our site. This Customer Service Policy outlines the scope of our support, how to reach us, and what you can expect from our team.

    1. Scope of Customer Service

    Our customer service team assists with the following inquiries and issues:

    • Order-related questions: Tracking orders, updating shipping addresses (before shipment), checking order status, and resolving order processing delays.
    • Product support: Providing details about product specifications, usage guidelines (e.g., for welding machines or protective gear), compatibility, and troubleshooting basic product issues.
    • Returns and refunds: Guiding you through the return process, confirming refund status, and addressing issues with returned items (as outlined in our Refund Policy).
    • Shipping concerns: Helping with missing shipments, delivery delays, or issues with carrier tracking (as outlined in our Shipping Policy).
    • Account assistance: Supporting account creation, password resets, and updating account information (e.g., email address, payment methods).
    • General inquiries: Answering questions about our policies (Terms of Use, Terms of Purchase, etc.), promotions, or product availability.

    We do not provide specialized technical services for product repairs (beyond basic troubleshooting) or third-party service referrals unless explicitly stated.

    2. Contact Channels

    The primary way to reach our customer service team is via email:

    Email: [email protected]

    We currently do not offer phone support or live chat, but we prioritize prompt responses to all email inquiries (see Section 3 for response times). When contacting us, please include:

    • Your full name
    • Order number (if applicable)
    • Product name/sku (if inquiring about a specific item)
    • Clear details about your issue or question

    This information helps us resolve your inquiry more efficiently.

    3. Response Timeframes

    We aim to respond to all email inquiries within 1-2 business days (excluding weekends and public holidays). Response times may be slightly longer during peak periods (e.g., promotions, holiday seasons) or for complex issues (e.g., investigating lost shipments), but we will acknowledge your inquiry within 2 business days to confirm we are addressing it.

    For urgent matters (e.g., a missing order marked as delivered), we will prioritize your inquiry and aim to provide an initial update within 1 business day.

    4. Support Availability

    Our customer service team operates during standard business hours (Monday–Friday, 9:00 AM–5:00 PM UTC). Emails sent outside these hours or on weekends/holidays will be processed on the next business day.

    5. Issue Resolution Process

    For most inquiries, we follow this resolution process:

    1. Acknowledgment: We confirm receipt of your email within 1-2 business days.
    1. Investigation: We gather necessary information (e.g., checking order logs, coordinating with shipping carriers) to address your issue.
    1. Resolution or Update: We provide a clear response, which may include:
    • Answering your question
    • Resolving the issue (e.g., initiating a refund, updating shipping details)
    • Explaining next steps (e.g., how to return a product, timeline for investigating a lost order)

    If an issue requires more time (e.g., carrier investigations for lost shipments), we will provide regular updates every 2-3 business days until it is resolved.

    6. Feedback and Complaints

    We value your feedback and use it to improve our products and services. If you are unsatisfied with our customer service or a product, please email us with details about your experience. We will review your feedback, apologize for any inconvenience, and take steps to address the issue (e.g., correcting a mistake in your order, escalating a recurring problem).

    We do not offer compensation for dissatisfaction with service unless the issue was caused by our negligence (e.g., a delayed response beyond our stated timeframe, an error in processing your order).

    7. Limitations

    Our customer service team cannot:

    • Alter orders that have already been shipped (e.g., change the shipping address or product selection).
    • Waive policies (e.g., extend the 60-day return window, cover customs duties) unless there is a documented error on our part.
    • Guarantee resolution times for issues outside our control (e.g., carrier delays, customs clearance delays).

    We will always act in good faith to assist you, but resolution depends on factors like carrier cooperation or product availability.

    8. Updates to This Policy

    We may update this Customer Service Policy from time to time to reflect changes in our support channels (e.g., adding live chat) or response times. We will post the updated policy on our site with a "Last Updated" date, and significant changes will be noted in our email communications (if you have provided your email address).

    For questions about this policy, please contact us at [email protected].