Customer Service Policy

Customer Service Policy - Tecoyas

At Tecoyas, we are committed to providing exceptional customer service that aligns with the quality of our handcrafted western boots and accessories. This Customer Service Policy outlines the support we offer to our customers, the channels available for assistance, and our processes for resolving inquiries or issues. We strive to ensure every interaction with our team is transparent, respectful, and focused on meeting your needs.

1. Scope of Customer Service

Our customer service team is available to assist with all aspects of your Tecoyas experience, including but not limited to:
  • Pre-purchase inquiries (product details, sizing, material information, customization options)
  • Order-related questions (order status, tracking information, shipping updates)
  • Post-delivery support (return requests, refund status, product defect or damage claims)
  • Technical assistance (website navigation, checkout issues, account management)
  • Feedback and suggestions (about our products, services, or website experience)
Note: For custom or bespoke products (e.g., personalized western boots with custom embossing), our team can provide pre-production design confirmations and post-delivery support for defect-related issues (per our return policy).

2. Contact Channels

We offer multiple convenient channels for you to reach our customer service team. Please choose the method that best fits your needs:

2.1 Email Support

  • This is our most comprehensive support channel, ideal for detailed inquiries (e.g., return requests with order numbers, defect claims with photos, customization questions).
  • Response Time: We aim to reply to all email inquiries within 2-3 business days (excluding weekends, public holidays, and peak seasons like sales events, where a 1-2 day extension may apply).
  • To ensure a fast resolution, please include your order number (if applicable), product name, and clear details about your inquiry or issue (e.g., "Order #TEC-12345 - Inquiry about boot sizing" or "Defect in brown leather belt - attached photos").

2.2 Website Support

  • Contact Form: Visit www.tecoyas.com and navigate to the "Contact Us" page to submit a structured inquiry form.
  • The form includes fields for your name, email address, order number (optional), and inquiry category (e.g., "Pre-Purchase Question," "Order Status," "Return Request"), helping our team route your request to the right specialist.
  • Response Time: Same as email support (2-3 business days), with replies sent directly to the email address you provide in the form.

2.3 Social Media Support

  • We monitor our official social media accounts (Instagram, Facebook, Pinterest) for customer messages and comments.
  • This channel is best for quick, general questions (e.g., "When will the new cowboy boot collection launch?") or sharing feedback. For complex issues (e.g., returns, refunds), we may direct you to email support to ensure we have all necessary details.
  • Response Time: We typically respond to social media messages within 1-2 business days.

3. Pre-Purchase Support

We understand that choosing the right western boots or accessories requires detailed information—especially for handcrafted items. Our team offers tailored pre-purchase support:
  • Sizing Assistance: We provide detailed sizing guides for all boots (including internal diameter measurements for different sizes) and can help recommend sizes based on your foot measurements or past boot-wearing experience. If you’re unsure about sizing, email us with your foot length/width, and we’ll share personalized advice.
  • Product Details: We can provide additional information about materials (e.g., type of leather, durability), care instructions (how to clean and maintain your western boots), and design features (e.g., hand-tooling techniques, hardware details).
  • Customization Guidance: For bespoke orders, our team will share design mockups (if applicable) and confirm all customization details (e.g., stitching color, embossing text) before production begins, ensuring the final product matches your vision.

4. Order & Shipping Support

4.1 Order Status Inquiries

  • Once you place an order, you’ll receive an automated confirmation email. After your order ships, we’ll send a second email with a tracking number (via the carrier’s platform).
  • If you haven’t received a tracking number within 4 business days of order confirmation (or if tracking shows no updates), contact us at [email protected] with your order number—we’ll investigate and share the latest status.

4.2 Shipping Delays or Issues

  • If your order is delayed beyond the estimated 6-12 business days (per our shipping policy), or if tracking shows "delayed" or "lost," our team will:
    1. Coordinate with the carrier to locate your package or confirm the delay reason.
    1. Provide you with regular updates until the issue is resolved.
    1. Offer solutions if the delay is prolonged (e.g., reshipping the order or processing a refund, per your preference).

4.3 Damaged or Incorrect Deliveries

  • If you receive a product that is damaged, defective, or incorrect (e.g., wrong size, wrong color), please contact us within 48 hours of delivery (via [email protected]) with:
    • Your order number.
    • Clear photos of the product (showing the damage, defect, or incorrect item) and the original packaging.
    • A brief description of the issue.
  • Our team will review your claim within 2 business days and provide next steps (e.g., arranging a free return for a refund, sending a replacement item at no cost to you).

5. Returns & Refunds Support

Our returns and refunds process is designed to be simple and customer-friendly (per our 60-day return policy). Our team will guide you through every step:
  • Initiating a Return: To start a return, email [email protected] with your order number, the product name, and the reason for the return (e.g., "wrong size," "changed mind"). We’ll send you a Return Authorization (RA) number and detailed shipping instructions within 2-3 business days.
  • Return Status Checks: If you’ve shipped back a product and haven’t received an update within 7 business days of the carrier’s delivery confirmation, contact us with your RA number—we’ll verify receipt and update you on the inspection progress.
  • Refund Status Inquiries: Once we approve your refund (after inspecting the returned product), we’ll process it within 5-10 business days (per our refund policy). If you haven’t received the refund within this timeline, email us with your order number and payment method—we’ll confirm the refund initiation and help resolve any delays with your payment provider.

6. Product Care & Maintenance Support

To help you extend the life of your handcrafted western boots and accessories, our team can provide personalized care guidance:
  • Boot Care: Tips for cleaning full-grain leather, conditioning to prevent cracking, storing boots to maintain shape, and repairing minor scuffs.
  • Accessory Care: Instructions for caring for leather belts (avoiding water damage), tooled leather bags (stain removal), and metal hardware (preventing tarnish).
  • If you have questions about maintaining a specific product, email us with the product name—we’ll share tailored advice.

7. Feedback Handling

We value your feedback as it helps us improve our products and services. Whether your feedback is positive or constructive:
  • Positive Feedback: We welcome shares of your Tecoyas experience (e.g., photos of your boots in use, compliments on craftsmanship). You can send these to [email protected] or tag us on social media—we may feature your feedback in our customer spotlights!
  • Constructive Feedback or Complaints: We take all concerns seriously. Our team will acknowledge your feedback within 2 business days, investigate the issue (if applicable), and share steps we’ll take to address it. We aim to turn every concern into an opportunity to improve.

8. Service Hours & Exceptions

  • Our customer service team operates during standard business hours (9:00 AM – 5:00 PM EST, Monday to Friday). Inquiries sent outside these hours will be addressed the next business day.
  • During peak periods (e.g., Black Friday, holiday seasons, new collection launches), we may experience higher inquiry volumes. We’ll post updates on our website and social media about extended response times, and we appreciate your patience as we work to assist every customer.

9. Updates to This Policy

Tecoyas may update this Customer Service Policy from time to time to reflect changes in our services (e.g., adding new support channels, adjusting response times). The most current version will always be posted on our website (www.tecoyas.com) with a "Last Updated" date at the bottom. We encourage you to review this policy periodically for any changes.
If you have any questions about this Customer Service Policy, please contact us at [email protected]. We’re here to help you enjoy your Tecoyas experience to the fullest.