Our Commitment
At DC Shons®, we are dedicated to providing exceptional customer service and support. Our goal is to ensure every customer has a positive experience with our skate shoes and snowboard boots.
Service Standards
Response Time
- Email inquiries: Responded to within 24-48 business hours
- Urgent matters: Prioritized for immediate attention
- Phone inquiries: During business hours (see hours below)
Professional Conduct
Our customer service representatives are trained to:
- Treat every customer with respect and courtesy
- Provide accurate and helpful information
- Resolve issues efficiently and professionally
- Maintain confidentiality of customer information
Customer Service Hours
Business Days: Monday to Friday, 9:00 AM – 6:00 PM Weekends: Saturday 10:00 AM – 4:00 PM, Sunday Closed Holidays: Limited support available
How to Contact Us
Email Support
- For order inquiries, returns, product questions
- Most effective method for detailed inquiries
- Guaranteed response within 48 business hours
Website Contact Form
Available through our website contact page for general inquiries
Services We Provide
Pre-Sale Assistance
- Product information and specifications
- Size and fit guidance
- Availability inquiries
- Order placement help
Post-Sale Support
- Order status updates
- Shipping and delivery inquiries
- Return and exchange processing
- Warranty claims
- Product usage guidance
Technical Support
- Product care instructions
- Maintenance tips
- Troubleshooting common issues
Issue Resolution Process
Step 1: Initial Contact
Customer contacts us via email with detailed information about their concern
Step 2: Assessment
Our team reviews the issue and determines the appropriate solution
Step 3: Resolution
We provide a solution within our service standards timeframe
Step 4: Follow-up
For complex issues, we follow up to ensure customer satisfaction
Escalation Procedure
If a customer is not satisfied with the initial resolution:
- Request to speak with a supervisor
- Issue escalated to senior customer service representative
- Management review if necessary
- Final resolution communicated within 5 business days
Quality Assurance
We continuously monitor our customer service quality through:
- Customer satisfaction surveys
- Service response time tracking
- Regular staff training and development
- Feedback review and implementation
Language Support
Our customer service is provided in English. We strive to accommodate customers in their preferred language when possible.
Accessibility
We are committed to making our customer service accessible to all customers, including those with disabilities. Special accommodations can be requested by contacting our customer service team.
Feedback and Suggestions
We welcome customer feedback to improve our service:
- Email: [email protected]
- Subject line: Customer Feedback
- All feedback reviewed within 72 hours
Privacy Protection
All customer information is handled in accordance with our Privacy Policy. We never share personal information without consent except as required for order fulfillment.
Continuous Improvement
We regularly review and update our customer service policies and procedures to ensure we meet the evolving needs of our customers.
Contact Information
Customer Service Email: [email protected] Website: www.dcshons.com Response Time: Within 24-48 business hours
Our team is here to help make your experience with DC Shons® exceptional.