Customer Service Policy of Jonesroadbeauty

Last Updated: 2025.09.19

At Jonesroadbeauty, we believe exceptional customer service is as essential as our clean, sulfate-free, paraben-free beauty products—whether you’re seeking help with an order of our Uber-black mascara, have questions about peppermint lip gloss ingredients, or need support with returns. This Customer Service Policy outlines how we assist you, the channels available for reaching us, and our commitment to resolving your concerns promptly and fairly. By engaging with our brand (via our website, orders, or inquiries), you can expect the level of care and transparency outlined below.

1. Scope of Customer Service Support

Our customer service team is here to assist with all aspects of your Jonesroadbeauty experience, including but not limited to:

Order-Related Queries: Tracking shipments, updating order details (e.g., shipping address, if eligible), checking order status, or resolving issues with missing items.
Product Information: Details about ingredients (e.g., confirming sulfate-free/paraben-free formulas), usage tips (e.g., applying Uber-black mascara), shade selections, or compatibility with sensitive skin.
Refunds & Returns: Guiding you through the refund process (per our Refund Policy), issuing Return Authorization (RA) numbers, or updating you on refund status.
Shipping Concerns: Addressing delivery delays, failed deliveries, lost/damaged packages (per our Shipping Policy), or questions about global shipping.
Account Support: Helping with account creation, password resets, updating personal information, or resolving login issues.
Feedback & Suggestions: Listening to your thoughts on our products or services, and using your input to improve the Jonesroadbeauty experience.

2. Contact Channels & Availability

We currently offer customer support primarily via email—our most efficient channel for ensuring detailed, personalized responses. We may expand to additional channels (e.g., live chat) in the future, and will update this Policy if we do.

2.1 Email Support

Contact Email: Reach our team at [email protected]—this is our dedicated inbox for all customer inquiries.
Response Time: We aim to reply to all emails within 24 business hours (Monday–Friday, 9:00 AM–5:00 PM ET). During peak periods (e.g., holiday sales, product launches), response times may extend to 48 business hours, but we will prioritize urgent inquiries (e.g., missing orders, damaged products) whenever possible.
How to Get a Faster Response: Include key details in your email to help us assist you quickly:
For orders: Your order number (found in your Order Confirmation or Shipping Confirmation email).
For products: The product name, quantity, and issue (e.g., “peppermint lip gloss—concerned about ingredients”).
For returns/refunds: Your RA number (if already issued) and a brief description of your request.
For account issues: The email address linked to your Jonesroadbeauty account.

2.2 Additional Notes

No Phone Support: Currently, we do not offer phone support. Email allows us to track your inquiry, reference past communications, and ensure consistency in our responses—helping us resolve issues more effectively.
Social Media Inquiries: While we engage with customers on social media (e.g., sharing beauty tips), we cannot resolve specific orders, refunds, or account issues via social platforms. For these concerns, please use our dedicated email inbox ([email protected]) to ensure your inquiry is addressed properly.

3. Issue Resolution Process

We follow a structured process to resolve your concerns efficiently, ensuring transparency at every step:

3.1 Step 1: Receive & Review Your Inquiry

When we get your email, we log it in our customer service system and assign it to a team member trained to handle your specific issue (e.g., order support, product questions). We review all details you provide to avoid follow-up questions whenever possible.

3.2 Step 2: Investigate (If Needed)

For complex issues—such as lost packages, defective products, or refund delays—we may need to investigate further:

Lost Packages: We’ll work with our shipping carrier to trace your package using your tracking number, and update you on the status within 1–2 business days.
Defective Products: We may ask for photos of the product and packaging to verify the issue, then coordinate a solution (reshipment or refund) once confirmed.
Refund Delays: We’ll check our payment processor records to confirm if the refund was initiated, and share next steps (e.g., contacting your bank if the refund is pending).

3.3 Step 3: Provide a Solution & Follow Up

Once we’ve resolved your issue or determined the next steps, we’ll send you a clear, actionable response:

For order changes: Confirmation that your address was updated (if eligible) or that your order is being processed.
For returns/refunds: Your RA number (with shipping instructions) or confirmation that your refund was initiated.
For product questions: Detailed answers to your ingredient or usage inquiries, and additional resources if needed (e.g., a link to our clean beauty guide).
Follow-Up: If your issue requires ongoing action (e.g., waiting for a carrier to locate a package), we’ll check in with you every 3–5 business days until it’s resolved.

4. Special Cases & Exceptions

We understand some situations may require extra attention, and we handle these with flexibility and care:

4.1 Urgent Inquiries

We prioritize urgent issues, defined as:

Orders that show as “delivered” but were not received (within 3 days of delivery confirmation).
Damaged products received (within 7 days of delivery, per our Shipping Policy).
Payment charged but order not confirmed (within 24 hours of payment).

For these cases, we will respond within 12 business hours and escalate the issue to our senior team if needed.

4.2 International Customer Support

We provide the same level of support to customers worldwide, regardless of location. For international inquiries:

We can assist with customs-related questions (e.g., explaining how to estimate duties, per our Shipping Policy).
We account for time zone differences in our response times (e.g., a customer in Europe will still receive a reply within 24 business hours ET, even if it overlaps with their local evening).
We use clear, simple language in our emails to avoid confusion, and can clarify any terms related to U.S.-based processes (e.g., order status definitions).

5. Our Commitment to Customer Satisfaction

At Jonesroadbeauty, your satisfaction is our priority. If you are not happy with our initial response or solution:

Escalate Your Inquiry: Reply to our email and request to have your issue escalated to a customer service supervisor. Include why you are unsatisfied, and we will have a supervisor review your case within 24 business hours.
Feedback on Our Service: We welcome feedback on how we can improve—whether it’s about our response time, the clarity of our answers, or the solution provided. Email us at [email protected] with the subject line “Feedback on Customer Service,” and we will share your input with our team to make changes.

6. Changes to This Customer Service Policy

We may update this Policy to reflect changes in our support channels (e.g., adding live chat), response times, or issue resolution processes. When we make updates:

We will revise the “Last Updated” date at the top of this Policy.
We will post the new version on our website (in the “Legal” or “Policies” section) so you can always access the latest information.
Your continued use of our website, placement of orders, or contact with our customer service team after updates are posted constitutes your acceptance of the revised Policy.

7. Final Note

Our customer service team is passionate about helping you enjoy your Jonesroadbeauty experience—from finding the perfect clean beauty products to resolving any hiccups along the way. If you have any questions, concerns, or even just want to share how you love our Uber-black mascara or peppermint lip gloss, don’t hesitate to reach out at [email protected]. We’re here for you.

Jonesroadbeauty

Customer Service Team