Customer Service Policy

At Therabreath, our top priority is to deliver a seamless, satisfying, and worry-free experience for every customer — from pre-sales consultation and order placement, to after-sales support and product use guidance. This Customer Service Policy defines our service commitments, support scope, response standards, and operating procedures, to ensure you receive consistent, professional, and efficient support at every step of your journey with us.

This policy applies to all users and customers who visit our website, purchase our products, or use our related services. By accessing our website and placing an order, you acknowledge and agree to the terms outlined in this policy.

1. Our Core Service Commitments


  • Customer-First Mindset: We treat every customer inquiry with sincerity, patience, and respect, and prioritize resolving your needs and concerns above all else.
  • Efficient & Timely Response: We strictly adhere to our stated response timeframes, and work to resolve your issues as quickly as possible with no unnecessary delays.
  • Transparent & Honest Communication: We provide clear, accurate, and complete information for all your inquiries, with no hidden terms or misleading guidance.
  • Full-Process Support: We offer end-to-end support covering pre-sales consultation, order management, logistics tracking, after-sales service, and product use guidance.

2. Customer Service Channels & Response Time


Our professional customer service team is available to assist you through the official support channels on our website.

  • Service Hours: Our team operates Monday to Friday (excluding official public holidays). Inquiries submitted outside of service hours will be processed in the order received on the next business day.
  • Response Timeframe: We will respond to all valid customer inquiries, including emails, support form submissions, and after-sales requests, within 24-48 business hours of receipt.
  • Complex Issue Handling: For complex inquiries that require cross-departmental coordination, logistics partner confirmation, or further investigation, we will provide a progress update within 48 business hours, and keep you informed of the resolution timeline.

3. Pre-Sales & Order Management Support


Product & Purchase Consultation


Our team is ready to provide professional, accurate guidance for all your pre-sales questions, including:

  • Detailed product information, including formula features, applicable oral care needs, usage instructions, and precautions
  • Order placement process, payment methods, and pricing details
  • Shipping rules, delivery timeframes, and our free global shipping policy

Order Modification & Cancellation


We understand that plans may change after you place an order, and we offer flexible order adjustment services under the following terms:

  • If your order has not yet been processed and dispatched (within the 1-3 business day order fulfillment window), you may contact us to request modifications to your shipping address, contact information, or order details, or to cancel your order free of charge.
  • If your order has already been dispatched, we will assist you with alternative solutions based on the delivery status, but cannot guarantee modifications or cancellation for shipped orders.

Order Tracking & Logistics Support


We provide full logistics support for every order, in line with our Shipping Policy:

  • Once your order is dispatched, we will immediately send a shipping confirmation email with a unique tracking number and tracking link to your registered email address.
  • For any logistics issues, including tracking abnormalities, delivery delays, or suspected lost packages, you may contact us at any time. We will follow up with our logistics partners immediately, provide you with timely updates, and offer a clear resolution plan within 2 business days for confirmed issues.

4. After-Sales Service & Return Refund Support


We stand behind the quality of our products, and provide comprehensive after-sales support in strict accordance with our published Refund Policy.

Return & Refund Processing


  • We accept return and refund requests for eligible items within 60 calendar days of delivery. Our team will guide you through the return process once you submit your request, and confirm the eligibility of your application in a timely manner.
  • For all eligible returned items received and inspected by our team, we will complete the refund processing within 5-10 business days. All refunds are processed exclusively in United States Dollars (USD), and issued to the original payment method used for your purchase.

Defective, Damaged or Incorrect Items


If you receive damaged, defective, or incorrect items, please contact our customer service team within 7 calendar days of delivery, and provide clear photos of the items, packaging, and shipping label for verification.

  • Upon confirmation of the issue, we will prioritize your case and offer a resolution of your choice, including a full refund, free replacement shipment, or other appropriate solutions, with no additional costs to you.

Product Use Guidance


For any questions about product usage, dosage, precautions, or compatibility with your oral care routine, our team will provide professional, clear guidance to help you use our products safely and effectively.

5. Complaint & Issue Escalation Process


If you are unsatisfied with the resolution provided by our frontline customer service team, or if you have a formal complaint about our products or services, you may request to have your case escalated.

  • Upon receiving your escalation request, we will assign a senior customer service specialist to take charge of your case, and will provide a dedicated response and updated resolution plan within 1-2 business days.
  • We will fully investigate all formal complaints, and work with you to reach a fair and satisfactory resolution that complies with our policies and applicable consumer protection regulations.

6. Customer Responsibilities


To ensure we can provide you with efficient and accurate service, we ask for your cooperation with the following:

  • Provide complete and accurate information when contacting us, including your order number, contact details, and a clear description of your inquiry or issue.
  • Provide valid supporting materials (such as photos of product issues, delivery receipts, or order confirmations) to help us verify and resolve your problem quickly.
  • Communicate with our customer service team in a respectful and appropriate manner. We have a zero-tolerance policy for abusive, threatening, harassing, or discriminatory language or behavior towards our staff, and reserve the right to suspend services for such behavior.

7. Policy Updates


Therabreath reserves the right to update, amend, or modify this Customer Service Policy at any time. Any changes will be posted on this page, with an updated effective date. Material changes to our service terms will be accompanied by a prominent notice on our website. Your continued use of our website and services after the updated policy takes effect constitutes your acceptance of the revised terms.

If you have any questions about this Customer Service Policy, or need assistance with any issue related to your order or our products, please contact our customer service team through our official support channels.