Customer Service Policy

wetbrushussale.com is a professional e-commerce discount platform dedicated to selling premium Wet Brush detangling brushes, combs and hair accessories. We adhere to the service tenet of putting customers first, responding efficiently and providing thoughtful services. This Customer Service Policy is formulated to standardize service procedures and unify service standards, ensuring every user can obtain professional support during website browsing, order placement, goods receipt and after-sales processing.

Our customer service team serves all visitors, retail customers, wholesale partners and media institutions on wetbrushussale.com. The service scope covers pre-sales consultation, order guidance, logistics inquiry, product usage guidance, return and refund processing, complaint acceptance, wholesale negotiation and media communication. We have set up multiple dedicated email accounts for classified services. support@wetbrushussale.com is used for daily consultation, order problems and after-sales work. wholesale@wetbrushussale.com is specially responsible for bulk purchasing and distributor cooperation. press@wetbrushussale.com takes charge of media interviews and brand communication.

All service links are operated in accordance with unified standards, and we strive to provide consistent high-quality service experience for every user who interacts with our platform.

Pre-sales service is the first link of user interaction with our platform. Our staff can provide detailed consultation on product functions, materials, usage methods, applicable scenarios, prices and inventory status of all hair care products on the platform. All customer service members have received professional product training, and can answer various questions about Wet Brush series products accurately.

For new users, we provide one-to-one guidance on account registration, product selection and order submission, and clearly introduce platform rules including free shipping and return policies. All pre-sales answers follow the principle of objectivity and authenticity. We will not exaggerate product effects or promise false preferential terms, helping you make rational purchase decisions. Pre-sales consultation is mainly conducted via email, and we will reply to your questions within the standard time frame.

We listen carefully to your demands and preferences, and offer targeted product recommendations according to your actual needs. Our goal is to help you find the most suitable hair care products easily.

After you place an order on wetbrushussale.com, our customer service team will cooperate with the order and logistics teams to provide full-process tracking service. If you encounter order failure, payment error or incorrect delivery information during the ordering process, please contact support@wetbrushussale.com. We will assist you in modifying information and resolving abnormal problems in a timely manner.

While waiting for delivery, you can consult us about order processing progress and estimated delivery time. We will explain the one to three days dispatch rule and six to twelve days global transit time in detail, so that you can arrange goods receiving time reasonably. We will record your reasonable special requirements and feed them back to the warehouse team on the premise of complying with platform rules.

We keep tracking each order until goods are dispatched successfully, and remind you of key progress in due course. Every detail related to your order will be taken seriously by our team.

After you receive products, our after-sales team is responsible for solving all post-purchase problems. If you do not know how to use products correctly, we will provide detailed usage tutorials and practical operation tips. For return and refund demands, we will guide you to complete applications step by step, provide official return addresses, and track the whole process of return logistics, warehouse inspection and refund progress in accordance with the sixty-day free return and five to ten day refund rules.

If products have quality problems or delivery errors caused by our platform, we will verify problems with photos and videos, and work out the optimal solution as soon as possible. Every after-sales application is assigned to a dedicated staff member for follow-up until the problem is completely resolved.

We understand that after-sales issues may bring inconvenience to you, and we will handle every case with patience and responsibility to eliminate your troubles.

We attach great importance to every user’s complaints and feedback. If you feel dissatisfied with products, logistics, services or other links, please send a detailed email with your order number and relevant evidence to support@wetbrushussale.com. Our team will classify and file the complaint immediately, assign special personnel to investigate facts and formulate solutions.

We will regularly feed back processing progress to you. For complaints caused by our service errors, we will take full responsibility and make proper remedies. For misunderstandings arising from information asymmetry, we will communicate patiently to clear up doubts. All complaint cases will be recorded and summarized regularly, to help us optimize service links continuously.

We regard complaints as valuable suggestions for improvement, and keep refining our services based on user feedback.

For users with wholesale and distribution demands, please contact wholesale@wetbrushussale.com. Our business team will provide wholesale quotations, minimum order quantity rules, bulk order delivery arrangements and after-sales guarantees. We will establish exclusive customer files for long-term partners and provide dedicated follow-up services.

Media and journalists can contact press@wetbrushussale.com for interviews and news cooperation. We will provide authentic brand information and cooperate with legitimate media work actively, and unify the standard of brand information output.

All customer service staff must abide by strict service discipline, treat every user politely and patiently, and use standardized service language. We organize regular training and assessment to continuously improve service capabilities. We welcome all users to put forward valuable suggestions on products, websites and services. You can send your ideas to support@wetbrushussale.com, and we will optimize the platform and services based on reasonable suggestions.