📞 CONTACT US

We're here to help! Whether you have questions about orders, shipping, 
returns, or anything else, our support team is ready to assist you.

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PRIMARY CONTACT METHOD

📧 EMAIL: support@martvora.com
⏱️ Response time: 24 business hours (usually faster)
🕐 Available: 24/7 (we respond even on weekends)

When contacting us, please include:
- Order number (if order-related)
- Full name
- Email address
- Detailed description of your issue
- Any relevant photos/screenshots

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QUICK RESPONSE FOR COMMON ISSUES

❓ ORDER STATUS
- Email: support@martvora.com (Subject: "Order Status - [Order #]")
- Response time: Usually within 2-4 hours
- Include: Order number + email address used for purchase

🚚 SHIPPING & TRACKING
- Email: support@martvora.com (Subject: "Shipping Help - [Order #]")
- Response time: Usually within 2-4 hours
- Include: Order number + shipping tracking number (if available)

↩️ RETURNS & REFUNDS
- Email: support@martvora.com (Subject: "Return Request - [Order #]")
- Response time: Within 24 hours
- Include: Order number + reason for return + photos (if damaged)

💳 PAYMENT ISSUES
- Email: support@martvora.com (Subject: "Payment Problem - [Order #]")
- Response time: Within 24 hours
- Include: Order number + payment method + error message (if any)

🏠 GENERAL INQUIRIES
- Email: support@martvora.com (Subject: "General Question")
- Response time: Within 24-48 hours

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CONTACT FORM

Alternatively, fill out our contact form below and we'll get back to you within 24 hours:

[Insert Shopify Contact Form or External Form Link]

Fields:
- Your Name *
- Email Address *
- Phone Number (optional)
- Order Number (if applicable)
- Subject *
- Message *
- Attachment (photos/screenshots - optional)

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RESPONSE TIME EXPECTATIONS

⚡ URGENT (Order not received, payment issue, damaged item):
- Response: Within 2-4 hours
- Action: Immediate investigation

🔷 HIGH PRIORITY (Return request, refund question, shipping delay):
- Response: Within 12-24 hours
- Action: Within 24-48 hours

🔵 STANDARD (General questions, product inquiries):
- Response: Within 24-48 hours
- Action: Within 2-5 business days

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BUSINESS HOURS

⏰ Support is available 24/7, including weekends and holidays
📅 However, response times may be slower on:
   - Weekends (48-72 hour response)
   - Public holidays in Vietnam (48-72 hour response)
   - High-volume periods (Black Friday, sales events)

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WHAT TO EXPECT IN OUR RESPONSE

✅ We will:
- Acknowledge your email within 24 hours
- Provide a clear status update
- Explain next steps
- Give you a direct contact person (if complex issue)
- Follow up until your issue is resolved

❌ We won't:
- Ask for passwords or full card numbers (we never need these)
- Request wire transfer payments (always through Shopify checkout)
- Guarantee solutions outside our control (carrier delays, customs, v.v.)

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FREQUENTLY ASKED QUESTIONS (FAQ)

Q: How long does shipping take?
A: Standard shipping takes 7-21 business days depending on location.
   Express shipping: 5-12 business days.
   See: martvora.com/shipping-policy

Q: Can I cancel my order?
A: Yes, but only if it hasn't shipped yet.
   Email support@martvora.com within 2 hours of ordering.

Q: What's your return policy?
A: 30-day returns for unused items in original condition.
   See: martvora.com/returns

Q: How do I track my order?
A: Tracking info is sent via email within 24 hours of shipment.
   Click the link to track in real-time.

Q: Do you ship internationally?
A: Yes! We ship to 150+ countries.
   Shipping cost varies by location.

Q: Can I change my delivery address?
A: Only if the order hasn't shipped yet.
   Email support@martvora.com immediately with new address.

Q: What payment methods do you accept?
A: Credit cards, PayPal, Apple Pay, Google Pay, and more.
   All payments are secure and encrypted.

Q: Are there customs duties?
A: Possibly, depending on your country.
   International orders may have duties/taxes (customer pays).

Q: How long does a refund take?
A: Typically 5-7 business days after we approve the return.
   Credit card refunds may take 7-14 days to appear.

Q: Do you have a physical store?
A: No, we're an online-only business.
   Visit martvora.com to shop.

Q: How do I contact customer service?
A: Email: support@martvora.com
   Response time: Usually within 24 hours.

See more FAQs: martvora.com/faq

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CONNECT WITH US ON SOCIAL MEDIA

Follow us for updates, promotions, and customer stories:

📱 Instagram: @martvora
📱 Facebook: facebook.com/martvora
📱 TikTok: @martvora
📱 Pinterest: pinterest.com/martvora

👉 We respond to direct messages within 24-48 hours
   (But email is faster for urgent issues)

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SECURITY & PRIVACY

🔒 Your information is secure
- All data is encrypted (SSL)
- We never share personal info (see: martvora.com/privacy)
- Payment processed by Shopify Payments (PCI compliant)

📋 For privacy concerns:
- Email: support@martvora.com (Subject: "Privacy Question")

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CORPORATE / WHOLESALE INQUIRIES

For B2B partnerships, bulk orders, or wholesale:

📧 Email: support@martvora.com
Subject: "Wholesale/Partnership Inquiry"

Include:
- Company name
- Your role
- Type of partnership (wholesale, affiliate, brand collab)
- Monthly order volume (estimated)

Response time: 3-5 business days

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RETURNS & REFUND CONTACT

Having issues with returns or refunds?
Email: support@martvora.com
Subject: "Return Issue - [Order #]"

Include:
- Order number
- RMA number (if you received one)
- Current issue
- What resolution you're requesting

Response time: Within 24 hours

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FEEDBACK & SUGGESTIONS

We love hearing from you!
Have feedback about Martvora?
Want to suggest a product?

📧 Email: support@martvora.com
Subject: "Feedback/Suggestion"

We read every message and use your input to improve!

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CONTACT INFORMATION SUMMARY

**Email:** support@martvora.com
**Response Time:** 24 hours (usually faster)
**Availability:** 24/7
**Languages:** English, Vietnamese
**Social Media:** Instagram, Facebook, TikTok, Pinterest

Best way to reach us: Email (fastest resolution)

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DON'T SEE YOUR ANSWER?

Check these pages:
📄 Shipping Policy: martvora.com/shipping
📄 Returns & Refunds: martvora.com/returns
📄 Privacy Policy: martvora.com/privacy
📄 Terms of Service: martvora.com/terms
📄 FAQ: martvora.com/faq

Still have questions? Email support@martvora.com
We're happy to help! 🎉