Customer Service Policy

Service Tenet

pilotcoffeeroastersbeststore.com adheres to the customer-centric service tenet, relying on professional authorized reseller service capabilities to provide full-cycle, high-standard customer service for global coffee consumers. We are committed to solving all shopping-related problems for users in a timely and efficient manner, and creating a reassuring and comfortable premium coffee shopping experience for every customer.

Customer Service Channels

We provide dedicated email customer service channels to meet users’ consultation, feedback and after-sales demand. Users can contact different professional service teams through targeted email addresses according to their demands: general after-sales and shopping consultation demands can be sent to support@pilotcoffeeroastersbeststore.com; brand cooperation and public relations related consultation can be sent to press@pilotcoffeeroastersbeststore.com; wholesale business cooperation demands can be sent to wholesale@pilotcoffeeroastersbeststore.com. Our customer service team will reply to user messages within 24 working hours.

Pre-Sales Service Specifications

For users’ pre-sales consultation on product parameters, flavor characteristics, discount rules, logistics delivery and other content of premium coffee products on pilotcoffeeroastersbeststore.com, our customer service team will provide accurate, detailed and professional reply services. We will objectively introduce product advantages and service policies to help users make reasonable purchase decisions, and never mislead users through false publicity.

After-Sales Service Specifications

We provide one-stop after-sales service protection including return, refund, logistics problem handling and product problem solving. In accordance with the platform’s 60-day free return, 5-10 days refund and free shipping policies, we will actively handle all eligible after-sales applications submitted by users. For logistics delay, product packaging damage and other abnormal problems encountered by users during shopping, we will verify the situation in a timely manner and provide reasonable solutions and compensation services.

Service Supervision & Feedback

We accept all users’ service feedback and supervision on the service quality of pilotcoffeeroastersbeststore.com. If users are dissatisfied with our pre-sales consultation, logistics service, after-sales processing and other links, they can feed back through the designated support email. We will sort out and optimize the service process in a targeted manner according to user feedback, and continuously improve the overall service level of the platform.

 

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