Customer Service Policy for Ebbetes

At Ebbetes, we believe that exceptional customer service is as important as the quality of our retro sports apparel. Whether you’re seeking help with an order, have questions about our products, or need assistance with returns, our team is dedicated to providing prompt, helpful, and personalized support. This Customer Service Policy outlines our commitment to serving you and the ways you can connect with us.

1. Our Service Commitment

Our core mission is to ensure your satisfaction with every interaction, from browsing our collection of throwback baseball jerseys, retro caps, and other sports-related clothing to receiving your order. We strive to:

  • Provide accurate and helpful information about our products, policies, and services.
  • Respond to your inquiries in a timely manner.
  • Resolve issues fairly and efficiently, with your needs as our priority.
  • Treat every customer with respect and professionalism.

2. Contact Channels

You can reach our customer service team through the following channel:

  • Email: Send your questions, concerns, or requests to [email protected]. This is our primary contact method, and we ensure that all emails are addressed thoroughly.

We recommend including your order number (if applicable) in your message to help us assist you more quickly.

3. Response Times

We understand that timely communication is key to a positive customer experience. Our team aims to:

  • Respond to all email inquiries within 24-48 business hours. During peak periods (such as holidays or sales events), response times may be slightly extended, but we will always prioritize urgent matters (e.g., lost packages, defective items).
  • Provide clear, actionable answers to your questions. If we need additional information to resolve your issue, we will let you know promptly.

4. Areas of Support

Our customer service team is here to assist with a wide range of needs, including:

  • Order Inquiries: Checking order status, tracking shipments, updating shipping addresses (before the order is shipped), or modifying orders (if possible).
  • Product Information: Details about sizing, materials, product history, or availability of specific items (e.g., vintage jersey designs).
  • Returns and Refunds: Guiding you through the return process, explaining refund timelines, or addressing issues with returned items (see our Refund Policy for more details).
  • Shipping Concerns: Helping with delayed packages, lost or damaged shipments, or questions about our shipping policy.
  • Account Assistance: Helping with account creation, password resets, or updating account information.
  • Feedback and Suggestions: We welcome your input on how we can improve our products or services. Your feedback is invaluable to us.

5. Issue Resolution Process

If you encounter a problem, we follow these steps to resolve it:

  1. Acknowledgment: When you contact us, we will confirm receipt of your inquiry and let you know we’re working on a solution.
  2. Investigation: Our team will gather necessary details (e.g., order information, tracking data) to understand the issue.
  3. Resolution: We will provide a clear solution, which may include a refund, replacement, or guidance on next steps. If a resolution isn’t immediate, we will keep you updated on our progress.
  4. Follow-Up: After resolving your issue, we may follow up to ensure you’re satisfied with the outcome.

6. Language Support

Our customer service team primarily communicates in English. If you prefer assistance in another language, please let us know in your email, and we will do our best to accommodate your request with the help of translation tools or bilingual team members.

7. Feedback

We value your opinions about our customer service. If you have feedback—whether positive or constructive—please share it with us at [email protected]. Your input helps us improve and ensure we continue to meet your needs.

8. Updates to This Policy

We may update this Customer Service Policy from time to time to reflect changes in our processes or services. When we do, we will revise the “Last Updated” date at the bottom of this page. We encourage you to review this policy periodically for the latest information.

Thank you for choosing Ebbetes. We’re proud to serve you and help you connect with the timeless spirit of sports history.

Last Updated: 2025.08.05