Customer Service Policy – Jonesroadn

At Jonesroadn, we believe exceptional customer service is as integral to your experience as the clean, high-quality beauty products we offer. Whether you have questions about our Uber-black mascara, need help with an order, or want to learn more about our sulfate-, paraben-, and phthalate-free formulas, our team is dedicated to providing transparent, responsive, and helpful support at every step. This policy outlines how we serve you, how to reach us, and what you can expect from our customer service team.

1. Our Service Promise

We stand by three core principles in every interaction:

  • Clarity: We provide straightforward answers to your questions, from product details to return processes, so you can make informed decisions.
  • Timeliness: We prioritize quick, thorough responses to ensure your concerns are addressed without unnecessary delay.
  • Care: We treat every customer with respect, listening to your needs and working to find solutions that align with your expectations.

2. How to Reach Us

Our primary channel for customer support is email, as it allows us to track your inquiries and provide detailed, documented responses.

This is our preferred method for all questions, requests, or feedback. We aim to reply to all emails within 24–48 business hours (Monday to Friday, excluding major holidays like Christmas, Thanksgiving, and New Year’s Day). During peak periods—such as sales events or holiday shopping seasons—response times may extend by 1–2 business days, but we will always prioritize urgent matters (e.g., missing orders, damaged products).

3. Support for Key Customer Needs

Our team is equipped to assist with a wide range of inquiries, from product-specific questions to post-purchase issues. Below is how we address the most common customer scenarios:

3.1 Order-Related Support

  • Order Status & Tracking: If you want to check the progress of your order (e.g., whether it’s been processed, shipped, or is in transit), email us with your order number (found in your order confirmation email). We’ll share the latest updates, including a tracking link (when available) to monitor delivery—consistent with our 1–3 day processing and 6–12 day delivery timelines.
  • Order Changes or Cancellations: To modify an order (e.g., update a shipping address) or cancel it, contact us immediately. We can only accommodate changes or cancellations if the order has not yet been processed or shipped (typically within 1–3 business days of placement). If your order has already shipped, we’ll guide you through our 60-day return process (see Section 3.3).
  • Missing or Incorrect Orders: If your order doesn’t arrive within the estimated 6–12 day delivery window, or if you receive the wrong product (e.g., a different shade of lip gloss than you ordered), email us with:
  • Your order number.
  • A description of the issue (e.g., “order not received” or “incorrect item”).
  • Photos of the shipping label (if applicable) or the received product (for incorrect items).

We’ll investigate with our shipping partners promptly. If the order is confirmed lost or incorrect, we’ll either reship the correct product (free of charge) or issue a full refund—whichever you prefer.

3.2 Product Support

  • Product Details & Ingredients: If you have questions about a product’s formula (e.g., confirming it’s free of sulfates, parabens, or phthalates), usage tips (e.g., how to apply our peppermint lip gloss for long-lasting wear), or shade options (for products like cream blushes), email us for detailed information. We can also share ingredient lists to help you assess compatibility with sensitive skin or allergies.
  • Product Concerns: If you’re unsatisfied with a product’s performance (e.g., mascara clumps unexpectedly) or experience skin irritation (even though our products are designed for gentleness), reach out to us. We’ll ask for details about your usage and, if needed, guide you through the return process to ensure you’re satisfied.

3.3 Returns & Refunds Support

We want you to love your Jonesroadn products—and our 60-day return policy is designed to make returns simple if you’re not happy:

  • Initiating a Return: To start a return, email us with your order number, the name of the product(s) you want to return, and a brief reason for the return (e.g., “product not as expected”). We’ll send you a Return Authorization (RA) number and step-by-step instructions for shipping the item(s) back to us.
  • Return Eligibility Checks: Our team will confirm if your return qualifies (unused, unopened, undamaged products within 60 days of delivery). If you’re unsure whether a product is eligible (e.g., you opened it but didn’t use it), just ask—we’ll clarify before you ship.
  • Refund Updates: Once we receive and inspect your returned product(s), we’ll process your refund within 5–10 business days. We’ll email you to confirm when the refund is sent, along with details on how to track it with your payment provider (e.g., credit card company, PayPal).

3.4 Shipping Support

  • Global Free Shipping Clarification: We offer free shipping on all orders worldwide—no minimum purchase required. If you have questions about how shipping is handled (e.g., which carriers we use) or need help understanding delivery timelines, email us for details.
  • Delivery Delays: If your order is delayed beyond the 6–12 day estimate (e.g., due to customs holds for international orders or carrier disruptions), contact us with your tracking number. We’ll work with our shipping partners to investigate the delay and share an updated delivery timeline.

4. Special Circumstances

  • Holiday Periods: During major holidays (November–December, in particular), order volumes and customer inquiries increase. We’ll post updates on our website and send email notifications if processing, shipping, or response times are affected. We recommend reaching out to us early if you have questions about holiday orders.
  • Product Recalls (If Applicable): In the rare event of a product recall (e.g., a manufacturing issue affecting safety), we’ll notify all affected customers via email (using the address linked to their order). We’ll provide clear instructions for returning the product and receiving a full refund or replacement, and our team will be available to answer questions 7 days a week during the recall period.

5. Your Feedback Matters

We use your feedback to improve our products and service. If you have suggestions (e.g., “I’d love a wider range of peppermint lip gloss shades”) or comments about your customer service experience (positive or constructive), please share them via email at [email protected]. Every piece of feedback is reviewed by our team and used to make meaningful changes that benefit our community.

Thank you for choosing Jonesroadn. We’re proud to be part of your clean beauty journey, and we’re here to support you whenever you need it.