Gift Galaxy Store - Customer Support Policy

Effective Date: July 2026

Last Updated: July 2026

1. Purpose & Scope

At The Gift Galaxy, we are dedicated to bringing joy through our gifts and making your shopping experience as smooth as possible. As a growing startup, we believe in honest communication, transparency, and building real connections with our customers. This Customer Support Policy outlines our availability, contact channels, and what you can expect when you reach out to us for help.

2. Operating Hours (365 Days Open)

We know that gifting doesn't stop for holidays, and neither do we! We are proud to be available to assist you every single day of the year.

• Operating Hours: 10:00 AM to 10:00 PM (IST)

• Days of Operation: 365 Days a Year (No Sundays or statutory holidays off!)

• After-Hours: Any emails, messages, or inquiries received after 10:00 PM will be addressed first thing the next morning when our shift begins at 10:00 AM.

3. How to Reach Us (Support Channels)

We keep our communication direct and simple. You can reach out to our team through the following official channels:

• Helpline / WhatsApp Support: +91 7742169628

  (Available for urgent order updates, general inquiries, and quick assistance during operating hours.)

• Email Support: thegiftgalaxyinfo@gmail.com

  (Best for detailed queries, payment issues, order modifications, or sharing photos/screenshots regarding an order.)

4. Realistic Response & Resolution Timelines

As a startup, we don’t rely on automated robotic replies—real humans look into your queries! While we strive to answer immediately, here is what you can realistically expect regarding response times:

• General Inquiries & Order Tracking: We usually respond within 2 to 4 hours during our operating hours.

• Order Modifications & Address Changes: Please contact us via Phone/WhatsApp within 1–2 hours of placing the order so we can catch it before dispatch.

• Damaged, Incorrect, or Delayed Shipments: If you face an issue with a delivered product, email us with photos/videos within 24 hours of delivery. We will review and initiate a resolution within 24 to 48 hours.

5. What We Support (In-Scope)

Our team is happy to assist you with:

• Product inquiries, customizations (if applicable), and gifting suggestions.

• Order placement, payment failures, and website navigation help.

• Tracking updates and coordination with our third-party delivery/courier partners.

• Addressing issues regarding damaged, defective, or incorrect items received.

6. What We Cannot Control (Out-of-Scope)

To keep things fair and transparent, there are a few areas outside our direct control where we cannot assume liability:

• Courier Delays: Once a package is handed over to our third-party courier partners, exact delivery timings depend on weather, local logistics, and transit conditions.

• Customer Errors: Incorrect delivery addresses, wrong phone numbers provided at checkout, or nobody being available to receive the parcel at the doorstep.

• Last-Minute Cancellations: Orders that have already been dispatched or custom/personalized items that are already in production cannot be canceled or refunded.

7. Startup Disclaimer & Unforeseen Delays

We are a growing team working hard to deliver the best experience possible. However, during peak festive seasons (like Diwali, Raksha Bandhan, Valentine's Day, or New Year), sudden spikes in order volume, or unforeseen technical/logistical glitches, our response time or dispatch times might experience a slight delay.

We do not make unrealistic corporate promises of "instant resolution in 5 minutes," but we promise our absolute best effort. If there is a delay due to heavy workload or circumstances beyond our control, we ask for your patience and cooperation. We assure you that every single query will be attended to and sorted out as quickly as humanly possible.

8. Customer Responsibilities

To help us help you faster, we kindly request:

1. Order Details: Always keep your Order ID ready or mention it in the subject line of your email.

2. Unboxing Video: For any claims regarding damaged or missing items, taking a quick unboxing video when opening your parcel helps us resolve the issue with courier partners immediately.

3. Polite Communication: Our team treats every customer with utmost respect, and we appreciate the same kindness in return!

9. Contact Summary

Whenever you need us, we are just a call or message away:

• Gift Galaxy Store

• Helpline No.: 7742169628 (10:00 AM – 10:00 PM, 365 Days)

• Email: thegiftgalaxyinfo@gmail.com

Thank you for supporting our startup and letting us be a part of your celebrations!