PureTren Support Policy

Last Updated: 8/28/2024

At PureTren, we are committed to providing excellent customer service and support. This Support Policy outlines the methods available for contacting our support team, our response times, and how we handle support requests.

1. Support Channels

We offer several ways for you to reach our customer support team:

• Email Support: You can reach us at support@puretren.com for any inquiries, issues, or feedback. We aim to respond to all email requests within 24 hours.
• Live Chat: Visit our website and use the live chat feature for real-time assistance during business hours. Live chat is available from 9 AM to 5 PM EST, Monday through Friday.
• FAQ Section: For quick answers to common questions, visit our FAQ page. This resource is available 24/7 and is updated regularly.

2. Response Times

We strive to provide timely and efficient support to all of our customers. Our standard response times are as follows:

• Email: Within 24 hours during business days.
• Phone: Immediate response during business hours. If you contact us outside of business hours, please leave a voicemail, and we will return your call the next business day.
• Live Chat: Responses typically occur within a few minutes during business hours.

3. Issue Resolution

Our goal is to resolve your issues as quickly and efficiently as possible. The time it takes to resolve an issue may vary depending on its complexity:

• Simple Inquiries: Resolved within 1 business day.
• Moderate Issues: Resolved within 3 business days,depending on the nature of the issue.
• Complex Issues: May take up to 5 business days or longer, particularly if the issue requires escalation to our technical team or involves third-party providers.

We will keep you informed of the progress if an issue takes longer than expected to resolve.

4. Product Returns and Refunds

For information on returning products and requesting refunds, please refer to our Returns and Refunds Policy. Our support team can assist you with initiating a return and answering any questions you may have about the process.

5. Escalation Process

If you are not satisfied with the initial response from our support team, you can request that your issue be escalated to a manager. We will review your case and work to find a satisfactory resolution.

6. Customer Feedback

Your feedback is important to us. After resolving your issue, we may invite you to complete a short survey to help us improve our services. You can also provide feedback directly via email at feedback@puretren.com.

7. Service Limitations

While we strive to assist with all inquiries, please note that our support team may be limited in their ability to provide assistance with:

• Medical Advice: Our team is not qualified to provide medical advice. Please consult a healthcare professional for any health-related questions or concerns.
• Third-Party Products: We may not be able to fully support issues related to third-party products or services not directly sold by PureTren.

8. Changes to This Support Policy

PureTren reserves the right to update or modify this Support Policy at any time. Any changes will be posted on this page, and the "Last Updated" date will be revised accordingly. We encourage you to review this policy periodically to stay informed about our support services.

9. Contact Us

For any questions or concerns about this Support Policy or our support services, please contact us at support@puretren.com