Customer Service Commitments

🕰️ Response Time

  • We respond to most inquiries within 1 business day.
  • For urgent issues (e.g., delivery errors, accessibility concerns), we prioritize same-day replies when possible.

🛠️ Resolution Time

  • We aim to resolve most issues within 2–3 business days.
  • Complex cases may take longer, but we’ll keep you updated every step of the way.

📬 Support Hours

Live chat: Monday–Friday, 8 AM–5 PM ET

Phone: (804) 476-4059 (Monday–Friday, 8 AM–5 PM ET)

Contact us anytime—messages and voicemails received outside business hours will be answered within one business day, and we'll do our best to respond even sooner.

🧭 Scope of Support

  • We assist with:
    • Product questions
    • Order tracking and issues
    • Accessibility support
    • Privacy-related concerns
  • We do not offer medical advice, health insurance guidance, or emergency support.

🧾 Communication Style

  • All customer service messages are handled by our in-house team, so you’ll never be passed around or lost in a queue. 
  • We prioritize clarity, empathy, and privacy in every message.