General guidelines
In our experience, most issues could be addressed within just two replies. Please follow these best practices to make sure we can assist you efficiently and effectively.
- Provide your order identifier: share a unique detail tied to your order, such as the order ID or a personal reference—especially important for warranty claims.
- Confirm your current shipping address: if a replacement is needed, having the correct address upfront helps us avoid delays—particularly if there is an update.
- Use visuals: send photos as email attachments or share videos via a link. Facebook chat is also great for sharing visuals, which are incredibly helpful for diagnosing issues.
- Mention any troubleshooting already tried: let us know what went wrong, when it started, any error codes or indicators, and any steps taken. This allows us to skip repetition and build on what's already be done.
- Whitelist our email address: to ensure our replies reach you and preempt spams, please add us to your safe senders list or check your junk folder periodically. We've completed all email authentications (SPF, DKIM, DMARC), and we respond to every case.