Customer Service Policy

Rhoback aims to provide thoughtful, accurate, and practical assistance before, during, and after every purchase. Customer Service supports questions about products, orders, shipping, returns, refunds, exchanges, payments, account access, and general website use.

Customers should include enough information for our team to locate the relevant order or understand the question. Useful information may include the order number, name used during checkout, product name, size, color, delivery address, and a clear description of the issue.

Customer Service reviews requests in the order they are received. Response times may vary based on request volume, product launches, promotional periods, carrier delays, and the complexity of the matter. We aim to provide a clear and useful response rather than sending incomplete or uncertain information.

Before contacting Customer Service about shipping, customers may review the order confirmation, shipping confirmation, tracking information, and delivery area. If the tracking information does not appear to update immediately, additional carrier processing time may be required.

Customer Service may request photographs, package labels, product tags, delivery records, or other details when investigating a damaged, incorrect, defective, or incomplete order. Customers should retain the product and packaging until the review is complete.

We treat customers with respect and expect communications with our team to remain respectful. Threatening, abusive, discriminatory, or harassing communications may limit the assistance that can be provided. We will continue to address legitimate order and product concerns while maintaining a safe and professional service environment.

Customer Service cannot guarantee that every requested change can be made after an order has been submitted. Order edits, address changes, cancellations, and product changes depend on the stage of fulfillment and product availability.

If a customer receives an incorrect item, the issue should be reported before the item is worn, washed, altered, or used. This allows the team to verify the fulfillment information and arrange a suitable resolution.

For return and refund questions, customers should review the Refund Policy and provide the relevant order information. A return may require inspection before a refund or replacement can be approved.

Customer Service may provide an estimated resolution based on the information available at the time. If additional information becomes available, the resolution may be adjusted so that it accurately reflects the order, product condition, payment status, or shipping records.

When a customer has an unresolved concern, the customer may ask Customer Service to review the matter again and provide a clear explanation of the available options. Repeated submissions of the same request may extend response time, so customers should reply within the existing conversation when possible.

We aim to make every interaction useful, transparent, and consistent. Our service team may explain product care, size information, delivery expectations, return requirements, refund timing, or other purchasing details to help customers make informed decisions.