1. Our Service Mission

• Apparel Expertise: Deliver precise guidance on clothing fit, fabric performance, and care—helping you choose pieces that match your family’s lifestyle (e.g., moisture-wicking tees for active kids, soft cotton underwear for sensitive skin).
• Family-Centric Care: Cater to the unique needs of families, from sizing newborn onesies to coordinating adult and kid matching sets, with tailored advice for every age and body type.
• Efficiency & Transparency: Resolve issues quickly—whether a delayed shipment or a size mismatch—with clear communication at every step, aligned with our 1-3 day order processing and 6-12 day delivery timelines.
• Continuous Improvement: Listen to your feedback to refine our products, services, and support processes—ensuring we evolve with the comfort needs of your family.

2. Scope of Support

2.1 Product & Apparel Expertise

• Selection Guidance: Recommendations based on your family’s needs—e.g., "stretchy sweatpants for toddler playtime," "wireless bras for all-day comfort," "tag-free tees for kids with sensitive skin"—and preferences like color coordination or fabric softness.
• Size & Fit Support: Detailed size chart explanations (including how styles run—slim, regular, or roomy), fit comparisons (e.g., "our women’s crewneck tees fit true to size, while hoodies run slightly large"), and tips for measuring kids or adjusting for growth spurts.
• Fabric & Care Advice: Guidance on washing (e.g., "cotton t-shirts can be machine washed cold to prevent shrinkage"), drying (e.g., "lay lace bras flat to maintain shape"), and stain removal (e.g., "treat sock grass stains with mild detergent before washing").
• Compatibility & Coordination: Help matching pieces (e.g., "which socks pair with our toddler overalls") or building family sets (e.g., "matching adult and kid tees in complementary colors").

2.2 Order & Shipping Assistance

• Order Management: Updates on order status (processing, shipped, delivered), help modifying orders (e.g., changing t-shirt size, adding a pair of socks) before shipment (we process orders within 1-3 business days), and clarification on free shipping benefits (no minimum purchase required for any apparel).
• Shipping Tracking: Assistance locating tracking numbers (sent via shipment confirmation email), explaining delivery timelines (6-12 days globally), and resolving tracking discrepancies (e.g., no updates for 5+ days, package marked "delivered" but not received).
• Delivery Issues: Support for delayed shipments, missing packages, address corrections (pre-shipment only), and reporting damaged items (notify us within 48 hours with photos of the clothing and packaging—critical for delicate items like bras or baby onesies).

2.3 Returns & Refunds Guidance

• Eligibility Checks: Clarification on return rules—e.g., "unused, tagged items in original packaging qualify; underwear and socks must be unopened for hygiene reasons"—and exceptions (e.g., defective items accepted even if worn briefly).
• Return Process Support: Help obtaining a Return Authorization number, accessing pre-paid labels (for defective/damaged items), and choosing between refunds (processed in 5-10 days) or size exchanges (e.g., swapping a too-small sweatshirt for the correct size).
• Refund Follow-Up: Updates on refund status, assistance with delayed refunds, and resolution for lost return shipments (we recommend trackable shipping for returns, especially for multiple family items).

2.4 Account & Technical Help

• Account Management: Support for creating/accessing accounts, resetting passwords, updating saved information (e.g., family size preferences, default shipping address), and viewing order history (helpful for reordering favorite socks or tees).
• Website Troubleshooting: Help with checkout errors, product page loading issues (e.g., fabric detail images not displaying), saved cart glitches (e.g., kids’ clothing items disappearing), and accessing digital resources (e.g., size charts, fabric care guides).

3. Contact Channels

3.1 Email Support (Preferred)

• Email Address: service@haunes.com
• Best For: All inquiries (size questions, order issues, returns) and complex requests (e.g., coordinating family clothing bundles, troubleshooting fabric defects).
• Speed Tip: Include your order number (if applicable), product name (e.g., "Kids’ Tag-Free Tee Size 8" or "Women’s Wireless Bra Size 36C"), and specific question (e.g., "does this sweatpant shrink in the wash?") to accelerate resolution.

3.2 Mailing Address

3.3 Self-Service Resources

• Help Center: FAQs covering product care (e.g., washing instructions for different fabrics), shipping timelines, return rules (including hygiene exceptions), and account management.
• Order Tracking Tool: Enter your order number and email to check real-time shipment status for your clothing.
• Product Pages: Detailed fabric descriptions, size charts, and customer reviews (with fit feedback) for every item—helpful for pre-purchase decisions.

4. Service Commitments

• Response Time: We reply to all email inquiries within 1-2 business days. During peak periods (e.g., back-to-school, holiday seasons), response times may extend to 3 business days, and we’ll send an acknowledgment email upon receiving your request.
• Error Resolution Guarantee: For issues caused by our mistake (e.g., wrong size shipped, defective stitching), we resolve the matter within 3 business days—offering a free replacement, full refund, or prepaid return label at your choice.
• Transparent Communication: We provide clear, jargon-free updates at every step—from order confirmation to refund processing—and proactively notify you of delays (e.g., inventory shortages for popular kids’ tees, shipping disruptions affecting delivery).

5. Issue Resolution Process

1. Submit Your Inquiry: Reach out via email with your order number (if applicable), product details, and a clear description of the issue. For damaged clothing, attach photos of the item and packaging (close-ups of defects like tears or uneven seams are helpful).
2. Acknowledge & Investigate: We confirm receipt within 24 hours, assign a reference number, and gather additional details if needed (e.g., how the clothing was washed, child’s measurements for size issues).
3. Provide a Solution: Within the stated response time, we share a specific resolution (e.g., replacement shipment, refund approval, fabric care guidance) aligned with our policies and your family’s needs.
4. Follow-Up: We check in 3 business days after resolving your issue to ensure satisfaction—e.g., confirming your replacement bra fits correctly or your refund has posted.

6. Contact Us

• Email: service@haunes.com
• Address: Hanes Customer Service, 3722 Garfield Street, North Charleston South Carolina 29405, United States
• Website: haunes.com