Customer Service FAQs
We’re Here To Help.
Our team is committed to providing timely and reliable support. Please review the information below regarding our customer service hours, response times, and the best ways to reach us.
What are your customer service hours?
We actively respond to customer inquiries between 09:00 a.m. and 9:00 p.m. EST, Monday through Friday.
Weekends:
We are technically closed on weekends, though we do monitor messages and respond to select inquiries on a limited basis when time permits.
How long does it take to get a response?
We guarantee a response to all inquiries within 24 hours (excluding weekends).
To help us get back to you as quickly as possible, please do not double-message us about the same issue on both SMS and email. This slows down our queue and delays response times for everyone.
What is the fastest way to reach you?
While we answer every message we receive, email is generally the fastest way to receive a response.
Email Support
- All pending emails are completed every morning before 1:00 p.m. EST.
SMS Support
- Text inquiries are generally answered between 4:00 p.m. and 6:00 p.m. EST.
- We often begin responding to messages starting at 9:00 a.m. when possible.
Please note that we typically do not send SMS messages outside of 9:00 a.m.–9:00 p.m. EST so that we don’t disrupt your off-time hours.
However, we may occasionally respond to an SMS sent after 9:00 p.m. during that later time period.
I missed a call from you / You missed my call. What should I do?
Yes. Our phone support lines are open Monday through Friday from 12:00 p.m. to 4:00 p.m. EST.
If we miss your call, you will automatically receive an SMS message from our system.
Please do one of the following:
- Leave us a voicemail with your details.
- Reply directly to the automated SMS message.
This helps ensure that your inquiry remains in our support queue and receives a response.
Do you offer phone support?
Yes. Our phone support lines are open Monday through Friday from 12:00 p.m. to 4:00 p.m. EST.
