Contact information
Thank you for choosing STM Snow Surf. We are committed to providing you with the best possible customer service and support. Please find below all the details you need to get in touch with us regarding any questions, concerns, or feedback about your orders or our products.
Customer Service Contact
For any inquiries, including order status, product information, or assistance with returns, please reach out to our customer service team via email at:
Customer Service Hours
Our customer service team is available to assist you during the following hours (local time):
- Monday to Friday: 9:00 AM – 6:00 PM
- Saturday and Sunday: Closed (we will respond to your queries on the next business day)
Please note that while we strive to respond to all inquiries as quickly as possible, our team aims to reply to every email within 1-2 business days. Emails received outside of our working hours will be handled on the next working day.
Common Inquiry Handling Process
To help us resolve your query efficiently, please include the following information in your email:
- Your order number (if applicable)
- Your full name and email address used at checkout
- A clear description of your question or issue
Once we receive your email, our support team will follow this process:
- We will acknowledge your email within one business day and log your request.
- We will investigate the matter and provide you with a detailed response or resolution plan within 1-2 business days.
- If further information is needed, we will clearly ask for it and keep you updated on the progress.
Complaint Handling Procedure
We take all customer concerns seriously and are dedicated to resolving them fairly and promptly. If you are not satisfied with any aspect of our service or products, please follow the steps below:
- Send a detailed description of your complaint to info@stmsnowsurf.shop, including your order number and any relevant evidence (such as photographs, if applicable).
- Our team will review the complaint thoroughly and respond within 1-2 business days after receiving it.
- If the complaint requires further investigation or escalation, we will inform you of the expected resolution timeline (generally no longer than 5 business days).
- We aim to offer an appropriate resolution, which may include a replacement, refund, or other corrective action, in accordance with our policies.
For assistance with order status, delivery issues, or returns, please always refer to your order confirmation email and our return policy. If you need any additional help, do not hesitate to contact us at info@stmsnowsurf.shop.
The STM Snow Surf team is committed to ensuring your experience with us is smooth and enjoyable. We thank you for your trust and look forward to assisting you.
STM Snow Surf
4640 S Carrollton Ave Suite 160, New Orleans, Louisiana, 70119, US