Contact information
Contact Information & Customer Support Policy
Simples Market
Last Updated: June 3, 2026
This Contact Information & Customer Support Policy explains how customers can contact Simples Market, what information is needed for support requests, expected response times, and how customer inquiries are handled.
By contacting Simples Market, you agree to the support rules listed below.
1. Official Contact Channels
For customer support, order questions, shipping updates, returns, refunds, replacements, or general inquiries, please contact us through one of our official channels:
Email: TECHSERVICES@SIMPLESAGENCY.COM
Phone: +1 401 441 7732
WhatsApp: +1 401 441 7732
Telegram: +1 401 441 7732
To protect customers and keep records accurate, Simples Market only handles official support requests through the contact methods listed above.
2. Information Required for Support
To help us respond faster, please include the following information when contacting us:
- Order number
- Email address used at checkout
- Full name on the order
- Clear explanation of the issue
- Photos or video proof, if the item is damaged, defective, incorrect, or missing parts
Missing information may delay our ability to review and respond to your request.
3. Response Time
We usually respond within 24–72 business hours.
Response times may be longer during:
- Holidays
- Weekends
- High order volume
- Promotional periods
- Carrier delays
- Global logistics delays
Messages are generally handled in the order they are received.
Sending multiple messages about the same issue may slow down the review process because it can create duplicate support requests.
4. Business Hours
Our regular support hours are:
Monday – Friday: 9:00 AM – 5:00 PM Eastern Time
Saturday, 8:00 AM – 1:00 PM EST
Sunday, Closed
Public Holidays: Support may be closed or delayed
Messages received outside business hours will be reviewed during the next available support period.
5. Return Requests
If you are requesting a return, please contact us within the return window stated in our Returns & Refund Policy.
Your return request should include:
- Order number
- Email address used at checkout
- Reason for the return
- Photos showing the item and packaging condition
Do not send any item back without written approval from Simples Market.
If approved, we will provide return instructions. Unauthorized returns, returns sent to the wrong address, or returns sent without approval may be rejected.
6. Damaged, Defective, or Incorrect Items
If your item arrives damaged, defective, or incorrect, contact us within 7 calendar days of delivery.
Please include:
- Order number
- Email address used at checkout
- Photos of the shipping label and packaging
- Clear photos or video showing the damage, defect, or incorrect item
- A short explanation of the issue
If approved, Simples Market may provide a replacement, refund, store credit, partial refund, or another suitable resolution.
7. Return Address
All authorized returns are handled through our return process.
Do not ship items back to the address shown on the original shipping label, supplier label, or international package label.
The correct return address will be provided only after your return request is approved.
Returns sent without approval or sent to the wrong address may not be processed.
8. Shipping and Tracking Questions
For shipping or tracking questions, please check your tracking link first.
Tracking may take 24–72 hours to update after a tracking number is created.
Most orders arrive within the delivery estimate stated in our Shipping & Delivery Policy. If your package is still within the estimated delivery window, our support team may not have more information than what is shown on the carrier tracking page.
If your tracking has not updated for a long time or your package appears significantly delayed, contact us with your order number for review.
9. Order Changes and Contact Updates
If you need to update your shipping address, phone number, email address, or order details, contact us as soon as possible.
Changes are not guaranteed once an order has been confirmed, processed, fulfilled, or shipped.
Once an order enters fulfillment or a tracking number is created, changes may no longer be possible.
10. Official Communication
Simples Market is only responsible for support provided through our official contact channels.
We are not responsible for promises, claims, offers, or agreements made through unofficial social media accounts, comments, third-party pages, or anyone not authorized by Simples Market.
11. Respectful Communication
We are committed to helping customers professionally and respectfully.
We reserve the right to limit or stop communication if a customer uses abusive, threatening, offensive, fraudulent, or inappropriate language or behavior.
Fraudulent claims, false information, or misuse of support may affect future service eligibility.
12. Language of Support
To keep records clear and accurate, official support is handled in English.
Customers may still contact us with basic questions, but important order, return, refund, and policy-related communication should be in English whenever possible.
13. Privacy and Support Records
Customer support communications may be stored for order review, quality assurance, fraud prevention, training, legal compliance, and customer service purposes.
This may include emails, messages, photos, videos, order details, tracking information, and support history.
For more information about how customer information is handled, please review our Privacy Policy.
14. Third-Party Messaging Apps
WhatsApp and Telegram are third-party communication platforms.
For your safety, do not send sensitive payment information through WhatsApp, Telegram, email, text message, or phone support.
Simples Market will never ask you to send your full credit card number through these channels.
15. Escalation and Internal Review
If your issue has not been resolved after the normal response window, you may request an internal review.
An internal review means your case may be reviewed again based on our store policies, order details, shipping records, and any evidence provided.
Final resolutions are based on our Terms & Conditions, Shipping & Delivery Policy, Returns & Refund Policy, and Privacy Policy.
16. Policy Updates
Simples Market may update this Contact Information & Customer Support Policy at any time.
Any changes will become effective once posted on our website.
17. Final Agreement
By contacting Simples Market, you confirm that you have read, understood, and agreed to this Contact Information & Customer Support Policy.
