Customer Service Policy – Pandorl

At Pandorl, we believe exceptional customer service is at the heart of every positive shopping experience. Our team is dedicated to assisting you with any questions, concerns, or needs you may have, ensuring your journey with us is smooth and satisfying. This policy outlines how we deliver support and what you can expect when reaching out.

1. Contact Channels

We offer multiple ways to connect with our customer service team:

  • Email: The primary channel for assistance is [email protected]. This allows us to track your inquiry and provide detailed, documented responses.
  • Additional Support: For urgent matters, we may offer live chat support during specified hours (displayed on our website). Check the homepage for current availability.

2. Service Hours

Our customer service team operates during the following hours (Eastern Standard Time, EST):

  • Monday to Friday: 9:00 AM – 6:00 PM
  • Weekends and major holidays: Closed

We strive to respond to all email inquiries within 24–48 business hours. During peak periods (e.g., holiday seasons), response times may be slightly extended, but we will always prioritize urgent issues (e.g., lost shipments, damaged items).

3. Areas of Support

Our team is here to assist with:

  • Order Inquiries: Tracking shipments, updating addresses (if eligible), checking order status, or canceling orders (before shipment).
  • Product Information: Details about materials, sizing, care instructions, or availability of specific items.
  • Returns and Refunds: Guidance on initiating returns, checking refund status, or resolving issues with returned items (see our Refund Policy for details).
  • Technical Issues: Troubleshooting problems with the website, such as checkout errors, account access, or payment processing.
  • Feedback and Suggestions: We welcome your input to improve our products and services.

4. How We Handle Your Inquiries

To ensure efficient resolution, please include the following information when contacting us:

  • Your full name and order number (if applicable).
  • A clear description of your issue or question.
  • Relevant details (e.g., photos of damaged items, error messages, tracking numbers).

Our process:

  1. Acknowledgment: We will confirm receipt of your inquiry via email within 24 hours.
  2. Investigation: Our team will review your request and gather any necessary information (e.g., checking with shipping carriers, verifying product details).
  3. Resolution: We will provide a clear response with steps to resolve your issue, whether that’s arranging a refund, sending a replacement, or answering your question.
  4. Follow-Up: If your issue requires further action, we will follow up until it is resolved to your satisfaction.

5. Escalation Process

If you are not satisfied with the initial response to your inquiry, you may request to escalate your case to a supervisor. Include “Escalation Request” in the subject line of your email, along with your original inquiry details, and a supervisor will review your case within 1–2 business days.

6. Commitment to Privacy

Any personal information you share with our customer service team (e.g., order details, contact information) will be handled in accordance with our Privacy Policy. We will never share your information with third parties without your consent, except as necessary to resolve your inquiry (e.g., coordinating with shipping carriers).

At Pandorl, your satisfaction is our priority. We are committed to treating every customer with respect, transparency, and care. Thank you for choosing us—we look forward to assisting you.

Last updated: August 16, 2025