CUSTOMER SERVICE POLICY

This Customer Service Policy is officially formulated by MaryRuth Organics e-commerce platform (website domain: maryruthorganics.it.com) to standardize the global customer service system, unify service standards, standardize service processes, and protect the legitimate consumption rights and interests of all global users. This policy is applicable to all service links of the platform, including product consultation, order service, logistics inquiry, after-sales return and refund, complaint suggestion, business cooperation and other full-scenario customer service businesses, covering all individual consumers and cooperative merchants who use the platform’s vegan, non-GMO and gluten-free vitamin and supplement product shopping services. All users who browse the website, place orders and accept platform services shall be deemed to have fully understood and recognized all the terms of this Customer Service Policy. Our exclusive official customer service communication email is kylie_teneturbf@mail.com, which is the core official channel for all user service consultation, problem feedback and rights protection applications.
Our platform has always adhered to the core service tenet of "user-centric, integrity-based, professional and efficient, intimate and reassuring", and built a full-link, full-cycle and full-coverage global customer service system, aiming to provide standardized, high-quality and consistent professional services for every global user. All customer service personnel of the platform have received systematic professional training, including product professional knowledge, e-commerce service process, global logistics rules, after-sales rights protection policies, communication etiquette and complaint processing skills, with professional service quality and standardized service awareness. Our service team is proficient in all product attributes of the platform’s liquid vitamins and gummy vitamins, familiar with global order processing rules, logistics distribution standards and after-sales guarantee policies, and can accurately respond to various service demands of users and solve user shopping problems efficiently.
In terms of pre-sales consultation service standards, our platform provides comprehensive and professional pre-sales consultation support for global users. Users can send emails to kylie_teneturbf@mail.com to consult all pre-sales related problems, including product formula introduction, ingredient safety explanation, vegan certification description, non-GMO and gluten-free qualification verification, product applicable crowd, age adaptation range, usage and dosage, nutritional efficacy, product shelf life, storage method and other professional product knowledge. For infant, toddler, children and adult different series of vitamin products, our customer service team can provide targeted product matching suggestions according to the user’s age, physical condition, dietary habits and nutritional supplement needs, helping users scientifically and reasonably select suitable nutritional supplement products. In addition, users can also consult pre-sales questions such as platform pricing rules, full-site free shipping preferential policies, USD unified settlement standards and order placement precautions, and we will provide detailed, accurate and patient reply services to ensure users fully understand platform products and service rules before purchasing.
In terms of in-sales order service standards, we provide full-process tracking service for all user orders to ensure the smooth completion of order transactions. After users place orders and complete payments, users can consult order payment verification progress, order processing status, inventory confirmation situation and planned shipment time through official email. Our platform implements 1-3 working days fast shipment rules for all paid orders, and customer service personnel can timely feed back order processing progress to users and answer users’ doubts about order outbound. For global logistics services, users can consult standard delivery cycle (6-12 working days for all global orders), expedited delivery service rules, logistics tracking methods and abnormal logistics problem solutions through official email. All in-sales services adhere to the principles of transparency, timeliness and accuracy, ensuring that users can grasp every progress of order placement, processing and shipment in real time, and avoid order service disputes caused by information asymmetry.
In terms of after-sales guarantee service standards, we have built a perfect after-sales customer service system based on 60-day free return, 5-10 days fast refund and full free after-sales policy, providing comprehensive rights protection services for global users. Users can initiate return and refund applications, consult after-sales processing progress, feedback product quality problems and logistics abnormal problems through the official email kylie_teneturbf@mail.com. Our after-sales customer service team will strictly abide by the platform’s refund policy and service specifications, review user after-sales applications efficiently, guide users to complete return operations in a standardized manner, track return logistics progress in real time, and complete refund settlement within the specified cycle. For all after-sales problems such as product quality defects, logistics damage, wrong and missing goods, unsatisfactory use experience, we will handle them fairly and reasonably in accordance with official policies, fully protect users’ legitimate after-sales rights and interests, and realize zero-risk after-sales service for users.
In terms of service response and processing efficiency standards, our platform has formulated clear customer service response cycle and problem processing efficiency specifications to ensure efficient service for users. For all consultation emails, problem feedback and service applications sent by users through the official email, our customer service team will complete email receiving and sorting within the working time, and give formal reply and targeted processing suggestions in the shortest time. For simple consultation problems such as product introduction, order inquiry and policy consultation, we will complete reply and solution feedback within the same working day; for medium-complexity problems such as logistics abnormality tracking and ordinary after-sales application review, we will complete processing and progress synchronization within 1-2 working days; for complex problems such as after-sales dispute handling and abnormal refund processing, we will formulate a detailed processing scheme and synchronize the progress to users in real time until the problem is completely solved. We always take efficient response and timely processing as the basic service standard to avoid user waiting and problem delay.
In terms of user complaint and suggestion service standards, our platform attaches great importance to user service experience and voice feedback, and provides unobstructed complaint and suggestion channels for all global users. If users have dissatisfaction with our product quality, logistics service, after-sales processing, customer service attitude and other links, or have reasonable optimization suggestions for platform products, services and functions, they can send detailed complaint content and suggestion ideas to the official email kylie_teneturbf@mail.com. Our special complaint handling team will independently verify and evaluate user complaints and suggestions, handle user complaint demands fairly and justly, and feed back the handling results and improvement plans to users in a timely manner. For effective optimization suggestions put forward by users, we will actively adopt and promote platform service upgrading and product optimization, and rely on user feedback to continuously improve the global service level of the platform.
In terms of business cooperation and wholesale service standards, for institutional users, cooperative merchants and brand partners who intend to carry out wholesale cooperation, channel cooperation and brand docking, our official email is also the exclusive business service communication channel. Our professional business customer service team can provide wholesale product quotation, cooperation scheme formulation, supply cycle explanation, after-sales cooperation guarantee and other professional services for partners, formulate personalized cooperation solutions according to the scale and demand of partners, and provide standardized and efficient business docking services. We adhere to the principles of integrity cooperation, mutual benefit and win-win, standardize business service processes, and ensure that every cooperative partner can obtain transparent, fair and high-quality business services.
In terms of service specification and self-supervision mechanism, our platform implements strict customer service management system and service assessment mechanism. All customer service behaviors are standardized and constrained by official policies and service specifications, prohibiting any irregular service behaviors such as perfunctory reply, delayed processing, arbitrary rejection of user demands and differential service treatment. We regularly carry out customer service skill training, service quality assessment and user satisfaction survey, continuously optimize customer service processes, correct irregular service behaviors, and improve service professionalism and user satisfaction. We always maintain a respectful, patient, professional and sincere service attitude towards every user, regardless of order amount and user region, and provide consistent high-quality customer service for all global users.
MaryRuth Organics always takes high-standard customer service as the core competitiveness of brand development. We standardize the whole process of pre-sales, in-sales and after-sales services, build a full-scenario service guarantee system, and take user satisfaction as the ultimate evaluation standard of service work. We will continue to optimize service processes, improve service efficiency, enrich service content, and provide more professional, efficient, intimate and reliable one-stop shopping and after-sales services for global users. For any service consultation, problem feedback, complaint suggestion and business cooperation needs, please contact our official exclusive service email kylie_teneturbf@mail.com, and we will serve you wholeheartedly.