Customer Service Policy

Our Customer Service Commitment

At BiofreezeUSShop, exceptional customer service is the foundation of our business. We know that ordering health products online requires trust, clarity, and responsive support. This Customer Service Policy explains how we assist you before, during, and after your purchase. Our goal is to make every interaction with us helpful, respectful, and efficient.

How to Reach Us

You can contact our customer service team exclusively via email. We do not currently offer phone or live chat support, but we respond to every email promptly.
Email address: support@biofreezeusshop.com
Please include your order number (if applicable) and a clear description of your question or issue. We typically reply within 24‑48 business hours.

What We Help With

Our team handles a wide range of requests, including:

• Product information – ingredients, usage instructions, size options, and storage recommendations.

• Order status – tracking links, shipping updates, and delivery estimates.

• Address changes – if your order has not been processed, we can update your shipping address.

• Cancellations – we accept cancellation requests within 12 hours of order placement; after that, the order may already be in processing.

• Returns and refunds – guidance on our 60‑day return policy and refund timing (5‑10 days).

• Technical website issues – problems with checkout, account creation, or product pages.

• Accessibility feedback – let us know how we can improve our website for users with disabilities.

Our Response Standards

We strive for first‑response resolution. If a question requires further investigation (e.g., tracking a delayed package involving multiple postal carriers), we will acknowledge your inquiry and provide a timeline for a follow‑up answer. We treat every customer with patience and professionalism. Abusive or threatening language will not be tolerated, and we reserve the right to limit service in extreme cases.

Order Processing and Shipping Inquiries

Because we offer global free shipping with a standard delivery window of 6‑12 days after shipment, we ask that you wait until the 12th business day (from the shipping confirmation date) before contacting us about a missing package. Most orders arrive well within this period. For tracking numbers, we provide the link in your shipping confirmation email. Some international carriers may update tracking slowly; we will help you investigate if needed.

Returns and Refunds Support

If you wish to return a product under our 60‑day return policy, our team will provide you with the return address and instructions. Please note that customers are responsible for return shipping costs unless the return is due to our error (wrong item sent, defective product). Refunds are issued to your original payment method within 5‑10 business days after we receive and inspect the returned item.

Product Quality Concerns

Your safety is paramount. If you believe a Biofreeze product you received is damaged, expired, or causes an unexpected reaction, stop using it immediately and contact us. We will work with you to document the issue and arrange a replacement or refund as appropriate.

Policy Updates

We may update this Customer Service Policy from time to time. The current version is always posted on our website. Customer service interactions are governed by the policy in effect at the time of your inquiry.

Last but not least

We appreciate every customer. Your satisfaction drives us to improve daily. Do not hesitate to write to us – we are here to help.