Customer Service Policy

Your happiness — and your scalp health — is our top priority. This Customer Service Policy explains how we support you before, during, and after every purchase, and sets clear expectations for how we respond to your questions, concerns, and feedback.

1. Our Commitment to You

We believe great service starts with listening. Our customer care team is trained to respond with empathy, accuracy, and speed. Whether you need help choosing a formula, tracking a package, or resolving an issue, we treat every conversation with the same care we put into our products. If you're not happy, we're not done.

2. How to Reach Us

We make it easy to get in touch with us: - Contact page — fill out our form and a support agent will get back to you; - Email support — for detailed inquiries, order issues, or product questions, email us with your order number whenever possible; - Live chat — available on our website during business hours for real-time assistance; - Social media — send us a direct message and our team will route it to the right department.

For account security and to protect your personal information, we may ask you to verify your order details (such as your order number and email address) before discussing your account.

3. Response Timeframes

• All inquiries submitted through our Contact page are answered within 24 hours, Monday through Sunday;
• Order-related issues receive priority handling and are typically resolved within 1-2 business days;
• Complex cases (such as refund investigations or carrier claims) may take up to 5 business days, and we will keep you updated at every step.

We honor the same service hours as our support line: 10 am – 10 pm EST, 7 days a week.

4. Order Support

We're here to help at every stage of your order: - Before ordering — our team can help you choose the right formula for your scalp type and answer questions about ingredients, usage, and frequency; - After ordering — need to check your order status, change your address, or request a cancellation? Contact us as soon as possible and we'll do our best to help before your order ships; - After delivery — if your order arrives damaged, incorrect, or incomplete, contact us within 7 days with photos and your order number, and we will make it right.

5. Product Guidance

Our products are developed with dermatological expertise, and our team is trained to answer common questions about dandruff care. We can help you understand: - Which active ingredient (selenium sulfide, pyrithione zinc, or vitamins B3 & E) is right for your needs; - How often to use each formula and how to build an effective wash routine; - What to expect in terms of results and timing; - How to combine our care with your existing hair care routine.

Please note that our team cannot provide medical diagnoses. If you have a scalp condition or persistent symptoms, we encourage you to consult a healthcare professional.

6. Complaint Handling

If you're not satisfied with your experience, we want to hear about it. Our complaint process is simple and transparent: 1. Submit — tell us what happened through our Contact page, including your order number and any supporting photos; 2. Investigate — our team reviews your case, verifies the details, and escalates to the relevant department if needed; 3. Resolve — we respond with a clear solution, whether that's a replacement, refund, discount, or another fair outcome; 4. Follow up — we check back to make sure the resolution met your expectations.

We treat every complaint as an opportunity to improve, and patterns we notice inform how we refine our products and service.

7. Feedback and Improvement

We genuinely value your feedback — it helps us make better products and a better experience. If you have ideas for new formulas, improvements to our website, or suggestions about how we can serve you better, we would love to hear them. Customers who share detailed feedback help shape the future of our brand.

8. Holiday Support Hours

During major holidays (including Thanksgiving, Christmas, and New Year), our support hours may be reduced. We will always post updated holiday hours on our website. Response times during these periods may be slightly longer, and we appreciate your patience — we'll get back to you as soon as we can.

9. Questions?

If you have any questions about this policy or need assistance with anything at all, please don't hesitate to reach out. We're here for you — before, during, and long after your order arrives.