At Thymes, we believe exceptional service is as essential as the quality of our bath, body, and home fragrance products. Our customer service team is dedicated to supporting you at every step—from answering product questions to resolving order issues—ensuring your experience with us is as comforting and seamless as our nature-inspired scents. This policy outlines our service commitments, support channels, and how we address your needs.
1. Scope of Customer Service
We provide support for all interactions related to Thymes products, orders, and your use of www.thymees.com. Our team assists with:
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Product Inquiries: Details about ingredients, scents, usage instructions, product availability, or recommendations (e.g., “Which candle is best for a bedroom?”).
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Order Support: Tracking shipments (per our Shipping Policy), updating order details (where possible), canceling orders (before shipment), or resolving delays.
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Returns & Refunds: Guiding you through the return process, confirming refund status, or addressing issues with returned items (aligned with our Refund Policy).
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Account Help: Assisting with account creation, password resets, updating personal information, or troubleshooting account access.
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Feedback & Concerns: Listening to your feedback, addressing complaints, or resolving issues like damaged products, incorrect items, or billing discrepancies.
2. Support Channels & Response Times
We offer multiple ways to reach our team, with clear timelines to ensure you get timely help:
a. Email Support
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Channel: Send detailed inquiries to service@thymees.com. For faster routing, include a subject line that reflects your needs (e.g., “Order Tracking Help,” “Product Ingredient Question”).
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Response Time: We aim to reply to all emails within 1-2 business days. During peak periods (e.g., holidays, sales), response times may extend slightly, but we will acknowledge your inquiry within 24 hours to confirm we’ve received it.
b. Website Support
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Channel: Visit www.thymees.com to access self-service tools (e.g., order tracking via your account, FAQs) or submit a contact form (if available). The contact form lets you share specific details (e.g., order number, issue type) to streamline assistance.
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Response Time: Inquiries submitted via the website contact form are prioritized similarly to emails, with responses within 1-2 business days.
c. Mail Correspondence
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Channel: For formal requests or documentation, mail can be sent to our headquarters:
Thymes Customer Service
3722 Garfield Road
RALEIGH 39153
Michigan, United States
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Response Time: Mail responses typically take 5-7 business days (due to transit and processing), so we recommend email or website support for urgent matters.
3. Issue Resolution Process
We follow a structured approach to resolve your concerns fairly and efficiently:
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Inquiry Receipt: When you reach out, we first confirm we have all necessary details (e.g., order number, product name, issue description). If information is missing, we will ask for clarification to avoid delays.
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Investigation: For issues like damaged products or missing orders, our team will gather relevant information (e.g., tracking data, warehouse records) to understand the problem. We may request photos (e.g., of damaged items) to speed up resolution.
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Action & Communication: We will propose a solution tailored to your issue—such as a refund, replacement, order adjustment, or clarification on product details. We will explain the next steps clearly (e.g., “Your replacement will ship within 1-3 days”) and keep you updated if there are any delays.
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Follow-Up: After resolving your issue, we may follow up via email to confirm you’re satisfied with the outcome. This helps us improve our service and address any remaining concerns.
4. Service Commitments to Our Customers
To ensure consistent, high-quality support, we adhere to these commitments:
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Transparency: We will always be honest about what we can (and cannot) do—e.g., “We cannot change your shipping address after the order has shipped, but we can share the carrier’s contact info for you to follow up.”
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Empathy: Our team is trained to understand your perspective and treat your concerns with care, whether you’re excited about a new product or frustrated by a delay.
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Accountability: If we make a mistake (e.g., shipping the wrong item), we take responsibility and resolve it at no cost to you (e.g., sending a replacement with free shipping, processing a full refund).
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Accessibility: Our support channels are designed to be easy to use, and our team avoids jargon—we explain policies (like shipping or refunds) in clear, simple language.
5. Feedback & Service Improvement
Your feedback helps us enhance our customer service. If you have suggestions for how we can improve (e.g., faster response times, more self-service tools), please share them via:
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Website: Use the contact form to submit your ideas.
We regularly review feedback to update our processes, train our team, or add new support features—ensuring we continue to meet your needs.
6. Contact Us for Immediate Help
If you have an urgent issue (e.g., a missing package marked as delivered, a damaged item received), prioritize email support at service@thymees.com and include “URGENT” in the subject line. We will escalate these inquiries to ensure a faster resolution.
At Thymes, your satisfaction is our priority. We’re here to make sure every interaction with our brand—from browsing products to reaching out for help—is a positive one.
