1. Purpose and scope.

This Customer Service Policy describes how customer inquiries, requests, and complaints are received, routed, and resolved. It applies to all communications made through the Contact page on this website and to communications related to orders, shipping, returns, refunds, product questions, age-appropriateness questions, and technical issues with the site. It should be read together with the Shipping Policy, the Refund Policy, the Terms of Purchase, and the Privacy Policy, which describe the substantive rules that customer service applies and the way information provided in an inquiry is handled.

Because this store sells products containing small, high-powered magnets, customer service operates under a specific constraint: it can explain what the product is, what age group it is intended for, and how to handle it safely, but it cannot provide a judgment about whether a specific individual is capable of using it safely, cannot override the age restriction, and cannot provide advice that contradicts the safety warnings on the product page and packaging. That boundary is not a limitation of helpfulness; it is a condition of selling a magnetic product responsibly.

2. Single point of contact.

The Contact page on this website is the designated entry point for all customer service matters. Using a single entry point allows inquiries to be logged, routed to the correct process, and tracked to resolution. If you contact us through another channel that we have not designated for customer service, we will redirect you to the Contact page so that the request is recorded in the system of record. This is not a refusal to help; it is a way to ensure that the request is not lost and that the response can be audited.

3. Information to include in an inquiry.

To help resolve an inquiry efficiently, include the following where applicable: the order reference, the email address used at checkout, a clear description of the issue, and any supporting documentation such as photographs of a damaged container, a compromised magnet coating, or a piece-count discrepancy. For a return request, state whether the set is complete, whether the container and accessories are included, and whether the request is a change of mind, a defect or damage claim, or an order error. For a shipping inquiry, state whether the issue is a delay, a tracking gap, a delivery failure, or an address correction. For an age-appropriateness or safety question, state the specific concern so that the response can be routed to the appropriate information source.

Including complete information in the first message reduces the number of exchanges required to reach a resolution. If information is missing, we will ask for it, but we will not delay a response solely because a non-essential field is missing.

4. Response sequence and timelines.

A customer service inquiry is acknowledged after it is received and reviewed. The acknowledgment confirms that the request has entered the queue and, where possible, states the next step. Complex matters — such as a carrier loss investigation, a coating damage assessment that requires photographs and a replacement authorization, or a return completeness review — may require information from third parties, and in those cases the acknowledgment will explain what is being waited on.

Response timelines are expressed in business days, meaning Monday through Friday excluding federal holidays observed in the United States. An initial response is typically provided within a short period after the inquiry is reviewed, but the resolution timeline depends on the nature of the issue. A return authorization is typically issued after the completeness and condition review is complete. A refund is processed under the five-to-ten-business-day period described in the Refund Policy after an approved return is received and inspected. If an inquiry requires information from you and a response is not received within a reasonable period, the inquiry may be placed on hold and eventually closed with a note that no response was received; a closed inquiry can be reopened by providing the requested information through the Contact page.

5. Scope of support.

Customer service supports order placement, payment confirmation, shipping and tracking questions, address corrections before shipment, return and refund requests, damaged or defective product reports, material and finish questions, general handling questions that can be answered from the product page and the packaging warnings, and technical issues with the website.

Customer service does not provide a judgment about whether a specific child or teen is ready for a magnetic product, does not override the 14+ age restriction, and does not provide advice that contradicts the safety warnings. It does not override the eligibility rules in the Refund Policy or the shipping terms in the Shipping Policy; it applies those rules and explains the outcome. If an inquiry asks for a suitability judgment that customer service is not positioned to make — for example, whether a particular household with younger children should keep the product — customer service will refer to the safety warnings and recommend that the product be kept away from all children and stored securely when not in use. This boundary is stated plainly so that the response you receive is reliable within its scope.

6. Escalation and review.

If you are dissatisfied with a response, you may request a review through the Contact page, referencing the prior communication. A review is conducted by a person who was not the sole decision-maker on the original response where practicable. The review considers the applicable policy, the facts you provide, and any documentation. The outcome of the review is communicated with an explanation of the reasoning.

A review does not create a new right beyond those described in the policies; it is a quality-control step intended to catch errors and ensure consistent application. A review of a safety-related inquiry will not produce a suitability judgment that customer service is not authorized to give; if the review identifies that the original response crossed the boundary described in Section 5, the corrected response will be limited to the permitted scope.

7. Complaints, safety reports, and consumer rights.

A complaint is treated as a customer service matter and is handled through the same Contact page process. Nothing in this policy requires you to waive any right you have under applicable consumer protection law, and nothing in this policy is intended to discourage you from contacting a consumer protection authority where you believe a right has been violated. Customer service will cooperate with a lawful inquiry from a consumer protection authority to the extent required by law.

If a complaint concerns a magnet that has cracked, chipped, or deformed in a way that could produce a sharp edge, or if a magnet has been swallowed or is suspected to have been swallowed, customer service will route the report to the appropriate internal process and provide the applicable safety guidance. A suspected ingestion is a medical emergency: seek immediate medical attention and contact the appropriate poison control or emergency service. Do not wait for a customer service response before seeking medical care.

8. Accessibility and language.

Customer service is provided in English. If you need assistance in another language, you may submit the inquiry in the language you are most comfortable with, and reasonable efforts will be made to respond or to arrange translation. If a response is delayed because of translation, the delay will be communicated. Reasonable accommodations for a disability are available upon request through the Contact page; describe the accommodation needed and the communication method preferred. For a customer who is deaf or hard of hearing and prefers a text-based channel, the Contact page is the appropriate entry point.

9. Privacy of customer service communications.

Information provided in a customer service inquiry is handled under the Privacy Policy, including the provisions that apply to age-related and use-context disclosures. It is used to resolve the inquiry, to maintain a record of the resolution, and to improve the consistency of future responses. It is not shared with third parties except as necessary to resolve the inquiry (for example, sharing a batch or piece-count record with a fulfillment partner for a completeness investigation, or sharing an order reference with a carrier for a tracking investigation) or as required by law.

Do not include identity documents, full payment card numbers, or another person’s personal information in a customer service message. If such information is needed for verification, a secure method will be provided. A request to delete information after an inquiry is resolved is handled under the Privacy Policy’s rights provisions.

10. Recordkeeping and continuous improvement.

Customer service inquiries and outcomes are recorded to support consistency, training, and process improvement. Aggregate patterns — such as recurring questions about a specific finish, repeated coating damage reports associated with a packaging format, or recurring shipping delays to a particular region — are used to adjust the information provided on the site and to improve the policies. Individual communications are not used for marketing without a separate opt-in.

11. Limitations.

Customer service cannot guarantee a specific outcome in a dispute, cannot waive the completeness or condition requirements in the Refund Policy for a change-of-mind return, cannot override a carrier’s delivery determination, and cannot provide a suitability judgment about a specific individual’s use of a magnetic product. Customer service will explain the applicable rule and the reason for an outcome. If an outcome depends on information that is not yet available — for example, a carrier’s loss confirmation or a fulfillment partner’s piece-count verification — the inquiry will remain open until that information is received or until the applicable process reaches a conclusion.

12. Contact.

All customer service matters begin at the Contact page on this website. Please include the order reference and a clear description of the issue so that the request can be routed without unnecessary delay. This policy is intended to make the service process predictable and transparent, not to create barriers.