MamaSuzi.com Customer Support Policy

Our Commitment: We're Here for You, Day or Night

Parenting doesn't keep business hours, and neither does our support. At MamaSuzi, we believe that exceptional, compassionate support is as essential as the products we curate. This policy outlines how we help, what you can expect, and our shared commitment to resolving your needs.

Last Updated: [30/01/2026]

1. How to Reach Our Care Team

We offer multiple channels to ensure you get help in the way that's most convenient for you.

Contact Details:

• Email: care@mamasuzi.com
• Live Chat: Via the icon in the bottom-right corner of our website.
• Mail (Correspondence Only): MamaSuzi Customer Care, [Physical Address].

2. What to Include for Faster Help

To help us serve you quickly and accurately, please have this information ready:

• Your order number or account email address.
• The product name and SKU (found on your order confirmation or product page).
• A clear description of your question or issue.
• For damaged/defective items: photos or a short video.

3. Our Support Commitments to You

• Respect & Empathy: You will always be treated with kindness and patience. We understand the challenges of parenthood.
• Transparency: We will be clear about what we can do, any timelines involved, and if we need to escalate your issue.
• Safety First: Concerns about product safety are our highest priority and will be escalated immediately.
• Privacy: Your personal information is protected. We will never ask for sensitive data (like your full credit card number) via email or chat.

4. What We Can Help With

Our trained Care Team is equipped to assist you with:

• Order Questions: Status, modifications, cancellations, and shipping.
• Returns & Refunds: Guiding you through our return process.
• Product Information: Sizing, materials, compatibility, and usage.
• Website Assistance: Account, password, payment, and technical issues.
• Feedback & Complaints: Your experience matters, and we listen.
• Marketplace Seller Issues: We act as your liaison with our curated sellers.

5. What to Expect: Resolution Pathways

1.      First Contact: We'll acknowledge your query immediately (via auto-confirmation for email) and assign it to a specialist.

2.      Investigation & Action: We'll research your issue and work toward a fair solution based on our policies.

3.      Escalation: If a solution is complex, your case may be escalated to a senior specialist, who will update you within 24 hours.

4.      Follow-Up: We will not consider a case closed until you confirm you are satisfied with the resolution.

6. Self-Service Resources (Available 24/7)

Many answers are just a click away in our Help Center:

• Order Tracking & Management
• Return & Exchange Instructions
• Shipping Information & Policies
• Size Guides & Product Care Charts
• FAQs on Payments, Accounts, and Promotions
• Product Manuals & Safety Notices

7. For Marketplace Sellers

If you are a seller on the MamaSuzi marketplace, please contact our dedicated Seller Success Team at care@mamasuzi.com for support related to your seller account, payments, and dashboard tools.

8. Continuous Improvement

We regularly review support interactions to improve our service, website, and product offerings. Your feedback is essential to this process.

We're More Than Just a Store; We're Your Partner.
Thank you for allowing us to be a small part of your family's journey.

With Care,
The MamaSuzi Customer Care Team