Customer Service Policy

1. Service Scope

Our customer service team provides full support for all stages of your shopping journey, including product consultation, project material selection guidance, order tracking, shipping inquiries, return & refund processing, technical questions about concrete mixes, bulk order quotations and policy clarification. We support both DIY residential homeowners and commercial construction contractor clients.

2. Service Working Hours

Our US-based customer support team operates Monday to Friday, 8:00 AM – 6:00 PM Eastern Standard Time. Support messages sent during weekends and U.S. public holidays will be reviewed and replied to on the next working business day.

3. Response Time Standards

  • Email & website message inquiries: Reply within 24 business hours
  • Urgent shipping damage or order error requests: Priority response within 12 business hours
  • Bulk commercial project quotation requests: Dedicated specialist reply within 48 business hours with customized pricing matching our sitewide 70% off discount rules

4. Product Technical Support

Our service team can supply downloadable technical data sheets, project selector guides and step-by-step construction instructions for all cement, concrete, stucco and repair products. We offer professional guidance on material quantity calculation, mix usage and construction technique troubleshooting free of charge.

5. Dispute Resolution Process

If you have unresolved concerns about your order, shipment or product quality, follow this resolution flow:
  1. Submit a detailed support ticket with your order number, photos of issues and clear description of your request;
  2. Our agent will review your case and provide a solution within the stated response window;
  3. If you are unsatisfied with the initial solution, request escalation to our senior customer service supervisor for secondary review.

6. Prohibited Conduct

We reserve the right to pause customer service support for users sending abusive, harassing, threatening or fraudulent messages to our support team. All communication with our staff must remain respectful and factual.

7. Service Policy Adjustment

We may update this Customer Service Policy occasionally. Updated terms will be published on this page, and continued use of our website’s customer service channels confirms acceptance of the latest policy rules.