Customer Service Policy

Service Purpose & Scope
spraygroundnew.com adheres to the service tenet of user priority and sincere service, and this Customer Service Policy standardizes all customer service work of the platform, covering order consultation, pre-sales consultation, after-sales processing, complaint feedback, business cooperation and other full-link service contents. We are committed to providing global users with professional, efficient, patient and standardized one-stop customer service support, solving all problems encountered by users in the shopping process.
Multi-channel Service Support
To meet users’ different consultation and service demands, spraygroundnew.com provides dedicated multi-channel email service support. Users can choose different mailboxes to communicate according to their demands: press@spraygroundnew.com for brand cooperation, press consultation and professional business docking; support@spraygroundnew.com for daily pre-sales consultation, order problem inquiry, after-sales return and refund application, shopping problem feedback; wholesale@spraygroundnew.com for bulk wholesale business consultation, cooperative customization and bulk order docking. We ensure professional targeted reply and processing for different service demands.
Pre-sales Service Specification
In the pre-sales stage, our customer service team provides users with comprehensive product consultation services, including product parameter introduction, style detail explanation, size matching suggestion, inventory status inquiry, preferential activity explanation and platform rule consultation. We will accurately answer all users’ shopping doubts, help users fully understand product information and platform service policies, and assist users in completing order placement correctly, effectively avoiding shopping risks.
In-sale Order Service
During the order payment and delivery stage, the customer service team of spraygroundnew.com provides real-time order status inquiry service, including order payment verification, processing progress inquiry, logistics tracking consultation and abnormal order processing. For orders with delayed processing, abnormal logistics and other problems, we will actively verify the situation for users, coordinate internal departments to solve problems quickly, and ensure the smooth progress of user orders.
After-sales Service Standard
In terms of after-sales service, we strictly implement the platform’s 60-day free return, 5-10 working days refund and full free shipping policies. The customer service team is responsible for guiding users to initiate return and refund applications, verifying return qualification, providing return authorization and shipping guidelines, and tracking refund progress. For product quality problems, logistics damage and other after-sales problems, we will take the initiative to solve them for users and fully protect users’ shopping rights and interests.
Complaint & Feedback Processing
spraygroundnew.com attaches great importance to user feedback and complaint suggestions. Users can feed back service dissatisfaction, platform optimization suggestions and problem complaints through the dedicated customer service mailbox. We will receive all user feedback in real time, sort and verify the problems within the shortest time, and give targeted processing results and improvement replies. We take user feedback as an important basis for platform service optimization, and continuously upgrade service quality.
Service Commitment
All customer service work of spraygroundnew.com adheres to the principles of standardization, transparency, efficiency and sincerity. We prohibit perfunctory reply, delayed processing and prevarication of user demands, and strive to solve all user shopping problems efficiently. We will continuously optimize the customer service process, improve the professional quality of the service team, and bring users a reassuring and comfortable shopping service experience.