Customer Service Policy for Cotopaxc

Last Updated: 2025.09.17

At Cotopaxc, we believe exceptional customer service is as essential as reliable outdoor gear—because every adventure, big or small, deserves support you can count on. This Customer Service Policy outlines how we assist you with inquiries, issues, and needs related to your purchases, account, and outdoor journey. Our goal is to provide prompt, transparent, and helpful support to ensure your experience with us is smooth, from browsing our site to using your gear in the wild.

1. Scope of Customer Service

We offer support for all aspects of your interaction with Cotopaxc, including but not limited to:

  • Order-related questions (e.g., status updates, tracking issues, missing items);
  • Product inquiries (e.g., size guides, material details, care instructions, compatibility with outdoor activities);
  • Account assistance (e.g., password resets, updating personal information, accessing order history);
  • Returns, refunds, and replacements (in alignment with our Refund Policy and Terms of Purchase);
  • Shipping concerns (e.g., delayed deliveries, address changes, customs questions—see our Shipping Policy for details);
  • Feedback and suggestions (we welcome input to improve our products, site, and service);
  • Issues with defective or damaged products (reported within our 7-day post-delivery window).

We do not provide technical support for third-party products (e.g., accessories not sold by Cotopaxc) or outdoor activity guidance (e.g., hiking route planning, camping safety tips—though we may share general resources upon request).

2. Contact Channels

We prioritize accessible, direct communication to resolve your needs quickly. The primary way to reach our customer service team is:

2.1 Email Support (Preferred Channel)

  • Contact Email: [email protected]
  • What to Include: To help us assist you efficiently, please include the following in your email:
  • Your full name and the email address linked to your Cotopaxc account (if applicable);
  • Your order number (found in confirmation/dispatch emails or your Account dashboard) for order-related issues;
  • Clear details about your inquiry (e.g., “Order #12345 hasn’t arrived—tracking shows ‘in transit’ for 10 days” or “Can you confirm the waterproof rating of the Alpine Jacket?”);
  • Attachments (e.g., photos of damaged products, screenshots of error messages) if relevant.
  • Response Timeline: We aim to reply to all emails within 1–2 business days (excluding weekends and public holidays). For urgent issues (e.g., a missing order past the 15-day delivery window), we prioritize responses within 24 hours.

2.2 Additional Support (Coming Soon)

We are actively expanding our support channels to better serve you. In the near future, we plan to launch:

  • Live chat support (available 9 AM–5 PM PT, Monday–Friday) for real-time assistance with quick questions;
  • A self-service help center (on our site) with FAQs, video tutorials (e.g., “How to initiate a return”), and downloadable resources (e.g., product size charts).

We will update this policy and notify customers via email/our site once these channels are available.

3. Service Hours

Our customer service team operates during the following hours (Pacific Time, PT):

  • Monday–Friday: 9:00 AM – 6:00 PM PT
  • Saturday–Sunday: Closed
  • Public Holidays (U.S.): Closed (including Christmas Day, New Year’s Day, Thanksgiving Day, Independence Day)

Emails sent outside these hours will be reviewed and responded to on the next business day.

4. Issue Resolution Process

We follow a structured, customer-first process to resolve your concerns efficiently:

Step 1: Receive and Review Your Inquiry

When you contact us, our team first verifies your details (e.g., order number, account information) to pull relevant records (e.g., shipping history, product specs) and understand the issue clearly.

Step 2: Provide a Clear Response or Next Steps

  • For straightforward questions (e.g., “What is the return window?”), we will share a direct answer with references to our policies (if applicable).
  • For complex issues (e.g., a lost shipment, defective product), we will outline specific next steps (e.g., “We’ll file a claim with the carrier and update you in 2 days” or “Please send photos of the damage, and we’ll arrange a replacement”).
  • For unresolved concerns (e.g., a refund delayed beyond 10 days), we will escalate your case to our senior support team for expedited handling, with a commitment to follow up every 48 hours until resolved.

Step 3: Confirm Resolution

Once your issue is addressed (e.g., refund initiated, replacement shipped), we will send a follow-up email to confirm the outcome and ensure you are satisfied. If you need further assistance, you can reply to this email to re-open the conversation.

5. Special Support for Outdoor Emergencies

While we do not provide emergency rescue services, we recognize that gear issues can arise during critical outdoor trips. If you experience a product failure (e.g., a broken tent pole, leaking jacket) while on an active adventure and need urgent support:

  • Mark your email subject line with “URGENT: Outdoor Gear Issue”;
  • Include details about your location (general area, if safe to share) and the nature of the issue;
  • We will prioritize your inquiry and work to offer practical solutions (e.g., expediting a replacement for post-trip use, sharing temporary repair tips) within 24 hours.

6. Feedback and Continuous Improvement

We value your input—your feedback helps us enhance our products and service. You can share your experience with our customer service team in two ways:

  • Post-Interaction Surveys: After resolving your issue, we may send a short survey (1–2 questions) asking about your satisfaction with the support you received.
  • Direct Feedback: Email us at [email protected] with the subject line “Customer Service Feedback” to share praise, concerns, or suggestions. We review all feedback monthly and use it to update our training, processes, and policies.

7. Limitations of Service

  • We cannot guarantee resolution of issues caused by factors outside our control (e.g., customs delays due to local regulations, carrier strikes); however, we will always act as your advocate to resolve these challenges where possible.
  • We cannot process requests that violate our Terms of Purchase or Refund Policy (e.g., a refund for a used product outside the 60-day window).
  • Response times may be extended during peak periods (e.g., holiday shopping seasons, new product launches) due to higher inquiry volume—we will notify customers of expected delays via our site and email.

8. Contact Us

For all customer service needs, reach out to us at:

Email: [email protected]

We’re here to support your adventures—every step of the way.

The Cotopaxc Team