Customer Service Policy for Jones Roade

Last Updated: 2025.08.25

At Jones Roade, we believe exceptional customer service is as essential as the clean, sulfate-, paraben-, and phthalate-free beauty products we offer—from our popular Uber-Black Mascara to our refreshing Peppermint Lip Gloss. This Customer Service Policy outlines how we support you throughout your shopping journey, ensuring your questions are answered, concerns are addressed, and issues are resolved with transparency and care. By engaging with our website (jonesroade.com) or purchasing our products, you can expect the service standards detailed below.

1. Scope of Customer Service Support

Our customer service team is here to assist you with all aspects of your experience with Jones Roade, including (but not limited to):

  • Order-Related Inquiries: Status updates, tracking information, order modifications/cancellations (before shipping), and issues with missing or incorrect items.
  • Product Questions: Details about ingredients (e.g., confirming sulfate-free formulations), usage instructions, suitability for specific skin types, and availability of out-of-stock items.
  • Shipping and Delivery: Clarifying delivery timelines, addressing delayed or lost packages, and helping with international shipping questions (e.g., customs fees, restricted locations).
  • Returns and Refunds: Guiding you through the return process, processing refund requests, and resolving issues with returned products (e.g., rejected returns, delayed refunds).
  • Account Support: Assisting with account creation, password resets, updating personal information, and troubleshooting account access issues.
  • Feedback and Complaints: Listening to your feedback (positive or constructive) and resolving complaints promptly—we use your input to improve our products and services.

2. Contact Channels

We offer multiple convenient ways to reach our customer service team, so you can choose the method that works best for you:

a. Email Support (Primary Channel)

  • Email Address: [email protected]
  • Purpose: Ideal for detailed inquiries (e.g., sharing order numbers, attaching photos of damaged products) or non-urgent questions.
  • Response Time: We aim to respond to all email inquiries within 3–5 business days (excluding weekends and major U.S. holidays). For urgent issues (e.g., a missing package marked as delivered), we prioritize responses and aim to get back to you within 2 business days.
  • Tips for Faster Help: Include your full name, order number (if applicable), and a clear description of your issue in your email—this helps us resolve your request more efficiently.

b. Website Contact Form

  • Access: Visit jonesroade.com/contact to submit a contact form.
  • Purpose: Similar to email, but with a structured format to ensure you provide key details (e.g., inquiry type, order number, contact information).
  • Response Time: Same as email support—responses are sent to the email address you provide in the form within 3–5 business days.

c. Phone Support (Limited Hours)

  • Phone Number: [Insert Phone Number, e.g., +1 (XXX) XXX-XXXX] (available for U.S. customers only; international customers can use email for support).
  • Hours of Operation: Monday–Friday, 9:00 AM–5:00 PM (Eastern Time, ET).
  • Purpose: Best for urgent, time-sensitive issues that require immediate clarification (e.g., canceling an order minutes after submission, reporting a damaged package received that day).
  • Note: If you call outside of operating hours, leave a voicemail with your name, contact information, and a brief description of your issue—we will return your call within 1 business day.

3. Service Standards and Commitments

We hold our customer service team to strict standards to ensure you receive consistent, high-quality support:

  • Accuracy: We provide truthful, up-to-date information—if we don’t have an answer to your question immediately, we will research it and follow up with you (never provide guesswork or incorrect details).
  • Transparency: If your issue requires additional time to resolve (e.g., investigating a lost package with the carrier), we will notify you of the expected timeline and provide updates every 3 business days until the issue is resolved.
  • Empathy: We understand that issues like damaged products or delayed orders can be frustrating—our team approaches every interaction with patience and a focus on finding a solution that works for you.
  • Accessibility: Our contact channels are designed to be easy to use, and our team is trained to assist customers with diverse needs (e.g., explaining return policies in simple terms, providing alternative shipping options for remote locations).

4. Resolution Process for Issues

When you reach out with a problem, we follow a structured process to ensure it is resolved fairly and efficiently:

  1. Acknowledgment: We confirm receipt of your inquiry within 24 hours (via email or phone, depending on your contact method) to let you know we’re working on it.
  2. Investigation: We gather necessary details (e.g., checking order records, contacting the shipping carrier, verifying product inventory) to understand the issue fully.
  3. Proposed Solution: We present a clear, actionable solution to you (e.g., “We will ship a replacement product at no cost,” “Your refund will be processed within 2 business days”).
  4. Implementation: We execute the solution promptly and update you once it’s completed (e.g., sending a shipping confirmation for a replacement, notifying you when a refund is initiated).
  5. Follow-Up: For complex issues (e.g., a prolonged dispute with a carrier), we follow up with you after resolution to ensure you’re satisfied with the outcome.

5. Special Considerations

a. International Customers

We recognize that international customers may face unique challenges (e.g., language barriers, longer shipping times, customs delays). To support you:

  • Our email support team can assist with inquiries in English (our primary language) and will provide clear, detailed explanations of international shipping rules (e.g., which countries have restricted imports).
  • We include customs documentation (e.g., commercial invoices) with all international orders to minimize delays, and we can help you understand how to check customs status with your local authorities.

b. Holiday and Peak Seasons

During busy periods (e.g., Black Friday, Christmas, summer sales), order volumes and customer inquiries increase. To manage expectations:

  • We may extend email response times to 5–7 business days during peak seasons—we will post updates about extended response times on our website homepage.
  • We recommend placing orders early (e.g., 2–3 weeks before holidays) to avoid shipping delays, and we provide holiday shipping deadlines on our website to help you plan.

c. Product Safety Concerns

If you experience an adverse reaction to one of our products (e.g., skin irritation from lip gloss), contact us immediately at [email protected]. We will:

  • Ask for details about the reaction (e.g., when it occurred, symptoms) to assess the issue.
  • Provide guidance on discontinuing use and seeking medical attention if needed.
  • Investigate the product batch (if applicable) and follow up with you to address your concerns.

6. Feedback on Customer Service

We value your opinion about our customer service—your feedback helps us improve. If you’re satisfied with the support you received, or if you feel we fell short of your expectations, let us know:

  • Positive Feedback: Share your experience via email ([email protected]) or leave a review on our website—we love celebrating our team’s hard work!
  • Constructive Feedback: If you’re unhappy with a service interaction, email us with details (e.g., the date of contact, the representative’s name if known) and how we could have improved. We will review your feedback and take steps to prevent similar issues in the future.

7. Changes to This Customer Service Policy

We may update this Customer Service Policy periodically to reflect changes in our support channels (e.g., adding live chat) or service standards. When changes are made, we will revise the “Last Updated” date at the top of this page and post the new policy on our website. Your continued engagement with Jones Roade after the updated policy is posted constitutes your acceptance of the changes.

8. Final Commitment

At Jones Roade, we don’t just sell clean beauty products—we build relationships with our customers. Our goal is to ensure every interaction with our customer service team leaves you feeling heard, valued, and confident in choosing Jones Roade for your beauty needs. If you ever have a question or concern, don’t hesitate to reach out—we’re here to help.

By choosing Jones Roade, you acknowledge that you have read, understood, and can expect the customer service standards outlined in this policy.