Service Policy

1. Customer Service Commitment

At Panowings, we are dedicated to providing exceptional customer service and ensuring complete satisfaction with your shopping experience. Our customer service team is committed to addressing your inquiries, concerns, and feedback promptly and professionally.

2. Contact Methods

You can reach our customer service team through the following channels:

• Email: ask@panowings.com
• Phone: +1 604-423-1325
• Address: 1097 Marinaside Crescent, Vancouver, BC V6Z 2Z4, Canada
• Contact form on our website

Our customer service hours are Monday to Friday, 9:00 AM to 6:00 PM (Pacific Time).

3. Response Time

We strive to provide timely responses to all customer inquiries:

• Email inquiries: Within 24 business hours
• Phone calls: During business hours, minimal wait times
• Contact form submissions: Within 24 business hours
• Social media messages: Within 24 business hours

4. Order Support

Our customer service team provides comprehensive support for all order-related matters:

• Order status updates and tracking information
• Assistance with product selection and sizing
• Order modifications (when possible)
• Returns and exchanges processing
• Payment and billing support

5. Product Support

We offer detailed product information and support:

• Product specifications and features
• Care and maintenance instructions
• Size guides and fitting recommendations
• Product availability information
• Custom order inquiries

6. Quality Assurance

Our commitment to quality extends to every aspect of our service:

• Regular training for customer service representatives
• Quality monitoring of customer interactions
• Customer feedback collection and implementation
• Continuous improvement of service processes

7. Customer Feedback

We value your feedback and use it to improve our services:

• Customer satisfaction surveys
• Product review system
• Suggestion box for service improvements
• Regular review of customer feedback

8. Special Assistance

We provide additional support for:

• Bulk orders and wholesale inquiries
• Custom product requests
• International shipping arrangements
• Special delivery requirements

9. Service Standards

Our customer service representatives adhere to the following standards:

• Professional and courteous communication
• Accurate and helpful information
• Efficient problem resolution
• Respect for customer privacy
• Clear and transparent communication

10. Policy Updates

This service policy may be updated periodically to reflect changes in our practices and services. Customers will be notified of significant changes through our website and email communications.