Customer Service Policy

Our Core Customer Service Commitments

• Customer-First Resolution: We prioritize your satisfaction above all else, and will work diligently to resolve every inquiry, concern, or issue fairly, efficiently, and with minimal effort required from you.
• Full Transparency: We will always provide clear, honest, and timely updates about your order, our services, and any resolutions we offer, with no hidden terms, fine print, or unexpected fees.
• Expert, Informed Support: Our team is fully trained on our EWG Verified product line, ingredient safety standards, and all our operational policies, to provide you with accurate, reliable guidance for every question.
• Respect for Your Privacy & Security: Every interaction with our team adheres to our strict Privacy Policy, with full protection for your personal, payment, and order information at every step.
• Sustainable Service Practices: In line with our mission to protect the planet, we prioritize paperless, low-waste service processes, including digital confirmations, electronic communications, and minimal packaging for returns and replacements.

Official Service Channels & Response Timeframes

• Official Contact Email: [email protected]
• Official Service Website: attitudelivingusstore.com
• Core Service Hours: Our support team operates Monday through Friday, 9:00 AM to 5:00 PM Eastern Standard Time (EST), excluding major public holidays.
• Response Time Guarantee: We will acknowledge and respond to all incoming inquiries within 1–2 business days of receipt. For urgent or time-sensitive issues (such as order modifications for pending shipments), we prioritize expedited responses to ensure we can act before your order is processed.

Full Order Lifecycle Support

Pre-Order & Purchase Support

• Detailed information about our EWG Verified product line, ingredient safety, product usage, and suitability for specific needs (including sensitive skin, household use with children and pets, and more)
• Guidance on order placement, product availability, and pricing clarity, with full transparency for all USD-denominated transactions
• Assistance with account creation, login issues, and profile management for registered customers

Order Processing & Fulfillment Support

• Order confirmation verification and duplicate order resolution
• Shipping address modifications, order detail adjustments, and order cancellation requests, provided the inquiry is submitted before your order is dispatched from our fulfillment center
• Payment verification support, including assistance with failed transactions, payment confirmations, and billing address validation
• Proactive updates for any unforeseen delays to your order processing, with clear communication and resolution options

Shipping & Delivery Support

• Tracking number assistance and real-time delivery status updates
• Resolution for delivery delays, lost shipments, and packages marked as undeliverable
• Support for damaged shipping packaging or products upon arrival, with expedited resolution options
• Clear guidance on address accuracy, to help avoid delivery issues caused by incomplete or incorrect shipping information

Post-Delivery & Post-Purchase Support

• Step-by-step guidance for our 60-day free return process, including pre-paid shipping label provision and return status tracking
• Assistance with refund processing, aligned with our 5–10 business day refund processing timeframe, with updates on refund status and payment provider posting timelines
• Product usage guidance, storage recommendations, and ingredient safety questions for all delivered items
• Resolution for defective, damaged, or incorrectly shipped products, with options for complimentary replacements, full refunds, or store credit, at no cost to you

Product Quality & Safety Support

• We provide full transparency for all our product formulations, EWG Verification credentials, and safety testing information, to help you make informed choices for your home and family
• For any product quality concerns, including manufacturing defects, seal integrity issues, or product performance concerns, we will prioritize your case and offer a resolution that meets your needs, with no additional cost to you
• We maintain a zero-tolerance policy for contaminated, mislabeled, or non-compliant products, and will take immediate action to address any such concerns, including full refunds, product recalls if applicable, and corrective action with our manufacturing partners
• We do not provide medical advice, but can share factual, third-party verified information about our product ingredients and EWG safety ratings to support your personal care decisions

Complaint Resolution & Escalation Process

1. Initial Submission: Submit your complaint or concern via our official email [email protected], with relevant details including your order number, the nature of your concern, and any supporting documentation (such as photos for damaged products).
2. Acknowledgment & Review: Our team will acknowledge your complaint within 1–2 business days, and conduct a full review of the issue, including consultation with our fulfillment, product, or logistics teams as needed.
3. Resolution Offer: We will provide a clear, actionable resolution offer within 3 business days of your initial submission, tailored to address your specific concern.
4. Escalation: If you are not satisfied with the initial resolution, you may request to have your case escalated to our Customer Service Leadership Team. The leadership team will conduct a full re-review of your case and provide a final, binding resolution within 5 business days of the escalation request.

Service Exclusions & Limitations

• We cannot process returns, refunds, or product support for items purchased from third-party retailers, unauthorized sellers, or any website other than our official site attitudelivingusstore.com
• We are not liable for delays, damages, or issues caused by incorrect, incomplete, or invalid information provided by the customer, including shipping address errors, incorrect payment details, or missed delivery communications
• We cannot provide resolutions for product damage or defects caused by customer misuse, improper storage, accidental damage, or alteration after delivery
• We are not responsible for delays or disruptions caused by force majeure events, including but not limited to natural disasters, logistics network failures, labor strikes, or regulatory changes outside of our control
• We reserve the right to refuse service to customers who engage in abusive, harassing, or fraudulent behavior towards our team members, or who violate our website terms of service

Policy Updates & Modifications

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