Support Policy Page

Support Policy

1. Purpose

This policy outlines the support services available to customers during the process of trading, recycling, or handling recyclable materials. Our goal is to ensure a smooth and efficient experience for all parties involved.


2. Support Channels

We offer multiple ways to reach our support team for inquiries, assistance, and issue resolution:

  • Email Support: Reach us at [Insert Email Address]. Responses will be provided within 24-48 hours.
  • Phone Support: Call us at [Insert Phone Number] during our business hours, 9:00 AM to 6:00 PM (Local Time).
  • Live Chat: Available on our website for instant assistance.
  • Help Desk: Submit support tickets through our online portal for detailed queries or complaints.

3. Areas of Support

We provide support in the following areas:

  1. Product Information:
    • Details about recyclable materials, pricing, and quality standards.
  2. Order Assistance:
    • Help with placing, tracking, or modifying orders.
  3. Technical Support:
    • Guidance on safe handling, packaging, and transportation of materials.
  4. Returns and Refunds:
    • Assistance with the return process, refund eligibility, and disputes.
  5. Dispute Resolution:
    • Mediating issues between buyers and sellers to ensure a fair outcome.
  6. Regulatory Compliance:
    • Information on laws and guidelines for recycling and trading materials.

4. Response Times

We strive to address all inquiries and issues promptly:

  • General Queries: Response within 24 hours.
  • Urgent Issues (e.g., delivery problems): Response within 4-6 hours during business hours.
  • Ticket Resolution: Most issues resolved within 2-5 business days, depending on complexity.

5. Escalation Process

If an issue is not resolved to your satisfaction, you may escalate it as follows:

  1. Step 1: Contact the assigned support representative for further clarification.
  2. Step 2: Request escalation to a senior support manager via email or phone.
  3. Step 3: If still unresolved, submit a formal complaint to [Insert Higher-Level Contact Email/Address].

6. Service Limitations

While we aim to provide comprehensive support, the following are beyond our scope:

  • Transport-related delays caused by third-party carriers.
  • Issues arising from improper handling of materials post-delivery.
  • Legal advice beyond general regulatory guidelines.

7. Customer Responsibilities

To ensure efficient support, customers are expected to:

  • Provide accurate and complete information when submitting queries or complaints.
  • Follow the recommended guidelines for handling and storing materials.
  • Report issues promptly within the specified time frames.


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