Customer Support Policy
At Vistaroot, we’re committed to providing exceptional support before, during, and after your purchase. Here’s how we can assist you:
1. Contact Methods
Email: support@vistaroot.com (Preferred for detailed inquiries)
Phone/WhatsApp: +086 15099905134 (For urgent issues)
Live Chat: Available on our website during business hours.
Contact Form: On our “Contact Us” page.
Response Times:
Email/Chat: Within 24 hours (usually faster).
Phone/WhatsApp: During business hours (e.g., 9 AM–6 PM, Mon–Fri).
2. What We Can Help With
Before Purchase (Pre-Sale Support)
✔ Product recommendations based on your needs.
✔ Bulk/wholesale pricing inquiries.
✔ Shipping method & cost estimates.
✔ Warranty & return policy clarification.
After Purchase (Post-Sale Support)
✔ Order Tracking: Lost tracking number? We’ll resend it.
✔ Returns/Refunds: Guide you through the process (see our Refund Policy).
✔ Warranty Claims: Assist with defective/damaged items (see our Warranty Policy).
✔ Technical Support: Help with setup, compatibility, or troubleshooting.
Wholesale/B2B Support
Dedicated account manager for bulk buyers.
Custom shipping/logistics solutions.
Invoice/P.O. requests.
3. Troubleshooting & Self-Help
For common issues (e.g., charging problems, connectivity), check our:
4. Complaints & Escalations
If you’re unsatisfied with our service:
Email [management@vistaroot.com] with “Complaint” in the subject. We’ll acknowledge within 48 hours and work to resolve it fairly.
5. Business Hours
Retail Support: Mon–Sun, 9 AM–6 PM [Beijing Timezone].
Wholesale Support: Mon–Fri, 8 AM–5 PM [Beijing Timezone].