Support Policy Page

Tokstore Customer Support Policy

Effective Date: [1 January 2019]

Thank you for choosing Tokstore! We are committed to providing users and merchants with quality and efficient support services to ensure that your shopping and selling experience on the Tokstore platform is smooth and hassle-free.

---

1. Customer support scope

Tokstore provides the following support services to help users resolve issues:

1.1 Order and trading support

- Order status query

- Order modification or cancellation (depending on order status)

- Logistics tracking and distribution consulting

- Refund and return processing

1.2 Accounts and security

- Account registration, login and security issues

- Account information modification (such as email, password, address, etc.)

- Account verification and payment security

1.3 Payment and refund

- Payment method support

- Payment failure or abnormal transaction processing

- Refund progress check

1.4 Merchant Support

- Store registration and management

- Product placement and inventory management

- Order processing and delivery guidance

- Settlement and withdrawal issues

---

2. Customer support channels

You can contact our customer support team by:

Email: tokishop2019@gmail.com (It is recommended to provide the order number in the email for quick processing)

Tel: +1 443 418 2795 (Working hours: Monday to Friday 9:00AM - 6:00PM PST)

Online customer service: Tokstore website provides real-time online customer service support (after login account can be used)

---

3. Customer support response time

Email: We will respond to your email within 24 hours ** (holidays may be delayed).

Telephone customer service: immediate response during normal working hours.

Online customer service: you can usually respond to your inquiry within 5-10 minutes.

---

4. Dispute handling and complaint

If you encounter a dispute in the process of shopping or selling at Tokstore, we recommend that you follow the following procedures:

1. Contact the other party (buyer or seller) to try to solve the problem through friendly negotiation.

2. Contact Tokstore customer service, provide the order number, transaction details and related screenshots, we will mediate.

3. If the dispute cannot be resolved, Tokstore will make a final decision in accordance with the Platform policy.

---

5. Other supporting policies

User feedback: If you have any suggestions or improvement comments on the service of Tokstore, please contact us via customer service email, we value every feedback!

Platform updates and Notifications: From time to time, Tokstore will introduce new features or change policies, and we recommend that you follow the platform announcements for the latest information.

---

Thank you for choosing Tokstore! Please feel free to contact our customer support team if you have any questions.