Support Policy Page

Support Policy

1. Overview

At Inkpaper, we are committed to providing exceptional customer support to ensure a smooth and satisfying experience. Our Support Policy outlines the services we offer, how to access support, and the terms of our support services.

2. Support Channels

Inkpaper offers customer support through the following channels:

• Email: Reach us at [jaiaathiofset@gmail.com] for assistance with orders, products, or account issues. We aim to respond within 24-48 hours on business days.
• Phone: Call our support team at [+91 94437 22611] between 9:00 AM - 6:00 PM (Indian time) from Monday to Friday.
• Live Chat: Visit our website to access the live chat feature during our business hours for quick assistance.

3. Types of Support Provided

Inkpaper provides support for the following issues:

• Order Inquiries: Assistance with order status, tracking, and updates.
• Product Information: Detailed information about our products, customization options, and recommendations.
• Technical Support: Help with using our website, placing orders, and accessing account features.
• Returns and Refunds: Guidance on the return process, replacement requests, and refunds according to our Return Policy.
• General Inquiries: Answers to questions about our services, pricing, and account management.

4. Response Times

We strive to respond to all inquiries within the following time frames:

• Email: 24-48 hours during business days.
• Phone: Immediate assistance during business hours.
• Live Chat: Immediate responses during business hours.

Please note that response times may vary during peak times or holidays.

5. Support Availability

Our support team is available during the following hours:

• Monday to Friday: 9:00 AM - 6:00 PM (Indian time)
• Saturday: 10:00 AM - 2:00 PM (Indian time)
• Sunday and Public Holidays: Closed

Support requests received outside of these hours will be addressed on the next business day.

6. Self-Service Resources

We encourage our customers to take advantage of our self-service resources available on our website, including:

• FAQ Section: Find answers to common questions about orders, shipping, returns, and more.
• User Guides: Step-by-step guides for placing orders, customizing products, and using account features.
• Video Tutorials: Watch short videos on using our services and creating customized products.

7. Escalation Process

If your issue is not resolved to your satisfaction through regular support channels, you may request to escalate the matter to a supervisor. Please include your support ticket number and a brief description of the issue when requesting an escalation.

8. Customer Responsibilities

To ensure efficient support, we request that customers:

• Provide accurate information, including order numbers, account details, and a clear description of the issue.
• Maintain a respectful and courteous tone with our support team.
• Follow the instructions provided by our support representatives.

9. Limitations of Support

Inkpaper strives to provide support for all standard services and products. However, our support does not extend to:

• Issues caused by third-party services or products not purchased from Inkpaper.
• Technical support for issues beyond the use of our website and ordering process.
• Custom requests that fall outside the scope of our regular offerings.

10. Changes to the Support Policy

Inkpaper reserves the right to modify this Support Policy at any time. Any changes will be effective immediately upon posting on our website. It is the responsibility of the customer to review this policy periodically for updates.