Customer Service Policy

Customer Service Policy

At fairlifesale, we are committed to providing exceptional customer service to ensure a smooth and satisfying shopping experience for every user. This Customer Service Policy outlines the support services we offer, how to contact us, and the guidelines for resolving common issues related to orders, shipping, returns, and more. We strive to address all inquiries promptly and fairly, aligning with our core commitments of affordable pricing and free global shipping.

1. Contact Information & Response Time

Our primary channel for customer support is email, and we aim to respond to all inquiries within 24-48 business hours (excluding weekends and U.S. public holidays). For urgent matters, we prioritize resolution to minimize any inconvenience.
Contact us at: support@fairlifesale.com
When reaching out, please include your order number (if applicable), full name, and a detailed description of your issue. This helps our team locate your information quickly and provide accurate assistance.

2. Order Support

2.1 Order Confirmation & Modifications

Upon placing an order, you will receive a confirmation email to the address provided at checkout. If you do not receive this email within 1 hour, please check your spam/junk folder first, then contact our support team to verify your order status.
We process orders promptly for next-business-day shipping, so order modifications (e.g., shipping address, product quantity) or cancellations must be requested within 2 hours of placing the order. We cannot guarantee modifications or cancellations after this window, as the order may already be prepared for shipment.

2.2 Shipping & Delivery Inquiries

We offer free global shipping on all orders, with shipments dispatched within 1 business day of order placement and an estimated delivery time of 5 days from the date of shipment. Once your order ships, you will receive a shipping confirmation email with tracking details (if available from our logistics partners).
If your order exceeds the 5-day estimated delivery window, or if you encounter issues with tracking, please contact us. Our team will investigate with the shipping carrier and provide updates on the delivery status. Please note that delivery delays due to customs clearance, carrier disruptions, or unforeseen events are outside our control, but we will assist in resolving them where possible.

3. Returns & Refunds Support

We uphold a 60-day return policy from the date of delivery, and our support team is here to guide you through the return process. To initiate a return, please contact us at support@fairlifesale.com with your order number and reason for return—we will provide step-by-step instructions for returning the product.
Eligible returns require products to be unused, in their original packaging, and in the same condition as received. Return shipping costs are the customer’s responsibility unless the product is defective or we made an error in your order (e.g., wrong item shipped).
Once we receive and inspect the returned product, we will process your refund within 5-10 business days. Refunds are issued to the original payment method, and we will notify you via email once the refund is processed. If you have not received your refund within the stated timeframe, please contact us to check the status.

4. Product & Pricing Inquiries

For questions about our products (e.g., ingredients, lactose-free specifications, nutritional information) or pricing, our support team is available to provide detailed information. We strive to maintain accurate product descriptions and pricing on our website, but if you notice a discrepancy, please notify us immediately—we will verify and correct the issue promptly, and honor the displayed price if an order was placed before the correction.

5. Account Support

If you encounter issues with your fairlifesale account (e.g., login problems, password reset, updating personal information), contact our support team for assistance. We can help you reset your password, update your contact or shipping details, and resolve account-related errors. For security purposes, we may request verification of your identity before processing account changes.

6. Feedback & Complaints

We value your feedback and use it to improve our products and services. If you have suggestions, comments, or complaints, please share them with us via support@fairlifesale.com. We review all feedback carefully and will follow up with you to address any concerns. Our goal is to resolve complaints to your satisfaction and ensure a positive experience with fairlifesale.

7. Limitations

Our customer service team is available to assist with issues related to orders placed on fairlifesale.com. We are not affiliated with any other brands or websites, and cannot provide support for products purchased from third-party platforms. We reserve the right to decline support for issues arising from misuse of products, unauthorized modifications to orders, or non-compliance with our Terms of Purchase and Return Policy.