Customer Service Policy

Customer Service Policy

At Ed Hardy, we are committed to providing exceptional customer service to support your shopping experience on edhardyariginal.com. Whether you have questions about our products, need help with orders, or require assistance with returns or shipping, our customer service team is dedicated to resolving your inquiries promptly and effectively. This policy outlines the scope, standards, and processes of our customer service.

1. Scope of Customer Service

Our customer service team assists with a wide range of inquiries related to your interaction with Ed Hardy, including but not limited to:
  • Product Inquiries: Details about our signature collection (tops like tank tops, short-sleeve tees, hoodies; bottoms like sweatpants, relaxed-fit jeans; accessories like trucker hats—all featuring cross, tiger, skull, heart, or rhinestone designs), sizing, material, and availability.
  • Order Support: Help with order placement, order status checks, order cancellations (before dispatch), and updates on order processing (1–3 business days as per our Shipping Policy).
  • Shipping & Delivery: Assistance with tracking orders (via the tracking number in your shipping confirmation email), addressing delivery delays (beyond the 6–12 day estimate), missing packages, or damaged shipments.
  • Returns & Refunds: Guidance on initiating returns (within 60 days of receipt), understanding refund eligibility, and following up on refund processing (5–10 days after approval as per our Refund Policy).
  • Account & Payment: Support with account access issues, payment verification, and resolving payment-related errors (all transactions in USD).
  • Feedback & Complaints: Addressing your feedback, suggestions, or concerns about our products, website, or service experience.

2. Customer Service Channels

We currently offer the following primary channel for customer service to ensure focused and clear communication:
  • Email Support: The most reliable way to reach our team is via email at service@edhardyariginal.com. This channel allows us to track your inquiry thoroughly and provide detailed, documented responses.
  • Mailing Address (for formal correspondence): For non-urgent, formal communications (not for immediate inquiries), you may send mail to 58 N U.S.A Dr, Fayetteville Arkansas 72701, United States. Note that response times via mail will be longer than email.

3. Service Response Standards

We strive to meet consistent response timelines to keep you informed:
  • Initial Response: For inquiries sent via email, our team aims to provide an initial acknowledgment or resolution within 1–2 business days. This may include requesting additional details (e.g., order number, photos of damaged items) to process your inquiry further.
  • Issue Resolution: Complex inquiries (e.g., lost orders, refund disputes) may require coordination with logistics or payment partners. In such cases, we will update you on the progress every 2–3 business days until the issue is resolved.
  • Exceptional Cases: During peak periods (e.g., sales, holidays) or unforeseen disruptions, response times may be slightly extended. We will notify you via email if this occurs and prioritize urgent inquiries (e.g., missing orders, damaged products).

4. How to Get the Best Support

To help us resolve your inquiry quickly, please include the following information in your email:
  • Your full name and contact information (phone number, if applicable).
  • Order number (for order-related inquiries, found in your order confirmation email).
  • Clear description of your issue or question (e.g., “My order #12345 was dispatched 10 days ago and shows no tracking updates” or “I need to confirm the material of the tiger-print hoodie (SKU: HWD-TIGER-01)”).
  • Supporting materials (if applicable): Screenshots of order details, photos of damaged products, or tracking status updates.

5. Service Commitments

We stand by the following commitments to ensure your satisfaction:
  • Transparency: We will provide honest and clear information about product availability, shipping timelines, and refund status—no misleading or incomplete details.
  • Accountability: If an issue arises due to our error (e.g., sending the wrong product, delayed processing), we will take full responsibility and offer a fair resolution (e.g., free replacement, expedited shipping, full refund).
  • Respect: Our team will communicate with you in a professional, courteous manner, regardless of the nature of your inquiry. We value your feedback and treat all concerns with seriousness.

6. Escalation Process

If you are not satisfied with the initial resolution or response:
  • Request Escalation: Reply to the original email and clearly state that you wish to escalate your inquiry. Include specific reasons why you are unsatisfied with the current outcome.
  • Escalation Review: Your inquiry will be escalated to a senior customer service manager, who will review the case within 1 business day and provide a revised resolution or explanation within 2 business days.
  • Final Follow-Up: After escalation, we will conduct a follow-up check to ensure you are satisfied with the resolved issue and address any remaining concerns.

7. Feedback on Our Service

We welcome your feedback on our customer service experience—whether positive or constructive. This helps us improve our support for all customers. You can share feedback via email (subject line: “Customer Service Feedback – [Your Name]”) or include it in your follow-up communication after your inquiry is resolved.
At Ed Hardy, your satisfaction is our priority. We are here to support you every step of the way, from browsing our collection to receiving your order. Thank you for choosing Ed Hardy!