Contact

Contact Policy

Welcome to Shop and Pull. We strive to provide excellent customer service and make sure your shopping experience with us is smooth and hassle-free. Below you will find all the details regarding how to reach us, expected response times, and how we handle inquiries.

1. How to Contact Us

If you have questions regarding your order, product details, shipping updates, or returns, please reach out through one of our primary channels:

  • Primary Email Support: shopandpull@gmail.com

  • Instant Messaging: Message us via Viber (Available directly on our website)

  • Contact Form: Fill out the inquiry form on our [Contact Us Page] directly.

2. Customer Support Hours & Response Times

  • Operating Hours: Monday – Friday, 9:00 AM – 6:00 PM (EST)

  • Response Time: We aim to reply to all emails and messages within 24 to 48 business hours.

Note: Inquiries sent over weekends or public holidays will be processed on the following business day.

3. How to Ensure a Faster Response

To help us assist you as quickly as possible, please include the following in your message:

  1. Full Name used when placing the order.

  2. Order Number (e.g., #SP-12345).

  3. Clear Description of your question or issue (e.g., tracking request, return request, product question).

  4. Photos or Videos if you are reporting a damaged item or incorrect product.

4. Specific Support Inquiries

📦 Order Modifications & Cancellations

Orders are processed quickly so they arrive as fast as possible. If you need to modify or cancel your order, please email us immediately at shopandpull@gmail.com with the subject line "URGENT: Order Change". While we cannot guarantee changes once an order has entered fulfillment, we will do our best to accommodate your request.

🚚 Shipping & Tracking Issues

If your tracking link has not updated within 3–5 business days or your package shows as delivered but you haven't received it, please contact us so we can investigate with the carrier.

🔄 Refunds, Returns & Replacements

For details regarding returns, eligible items, or filing a claim for damaged/defective products, please refer to our Refund Policy before emailing us.

5. Important Guidelines

  • Check Spam/Junk Folders: If you do not hear back within 48 business hours, please check your spam or junk folder to ensure our response was not filtered.

  • Single Email Thread: To prevent delays, please avoid sending multiple follow-up emails for the same issue, as this can reset your queue placement in our support inbox.