Customer Concern Form

Customer Concerns Process:

Customers may submit a concern form regarding but not limited to the following: Questions about an order, product, product function, product specifications, billing, disputes, incorrect product or parts, etc.

1) Submission and Review:

• After your concern is submitted, it is entered into our review queue. Most concerns are reviewed within 1-2 business days, depending on the information provided and the complexity of the issue. For accuracy and proper documentation, communication regarding concern forms (including forms related to order issues, disputes, and resolutions) is handled by email only. Calls requesting updates or determinations will be directed back to email correspondence.

2) Requests for Additional Information:

• In many cases, additional details are needed to complete the review. If so, a member of our team will contact you by email to request relevant information such as photos, videos, shipment tracking details, packaging condition, product identification, or supporting documentation. Please monitor your inbox and your spam or junk folders to avoid delays caused by missed communications.

3) Outcome and Next Steps:

• Once the review is complete, you will be notified by email of the outcome and any next steps. When applicable, this may include resolution options such as replacement, repair, return instructions, or updated documentation. If the request cannot be approved as submitted, you will receive notice of the decision and, when applicable, we may provide available alternatives such as a quotation for replacement items or a recommended path to resolution.