Support Policy Page
EAGint E-Commerce – Customer Support Policy
Effective Date: 2025
EAGint E-Commerce is committed to providing fast, reliable,
and professional support to ensure a seamless shopping experience for all our
customers. This Support Policy outlines the types of support available,
response times, and how customers can reach us.
1. Support Channels
Customers can contact EAGint E-Commerce through the
following support channels:
- Email
Support:
📧 support@eag.international (General inquiries, technical issues, and account support)
📧 returns@eag.international (Return, refund, and exchange issues) - Phone
Support:
📞 +252 615 280 088
Available: Sunday – Thursday | 8:00 AM – 5:00 PM (EAT) - Live
Chat (if applicable):
Available on our website during business hours for quick questions. - WhatsApp
Support:
📱 +252 615 280 088
Available for customer service, order status, and delivery tracking updates.
2. Support Hours
Our customer support team is available during the following
hours:
- Sunday
to Thursday: 8:00 AM – 5:00 PM (EAT)
- Friday
& Saturday: Closed (Emergency logistics support only)
Emergency support may be available for critical logistics or
order issues.
3. Response Times
We aim to respond to all inquiries within the following
timeframes:
|
Inquiry
Type |
Response
Time |
|
General
Inquiries |
Within 24
business hours |
|
Order &
Shipping Status |
Within 12
business hours |
|
Returns &
Refunds |
Within two
business days |
|
Technical
Issues |
Within 24
business hours |
4. Scope of Support
Our support team is here to assist with:
- Order
placement and tracking
- Product
availability and specifications
- Payment
and invoice issues
- Returns,
refunds, and exchanges
- Website
functionality
- Logistics,
customs, and delivery status
- Technical
assistance for digital platforms (if applicable)
5. Limitations
Our customer support team is not authorised to:
- Modify
procurement or contractual agreements
- Guarantee
delivery timelines affected by customs, natural disasters, or conflict
zones
- Provide
medical or legal advice related to purchased goods
6. Escalation Policy
If your issue is not resolved within the stated timeframe or
to your satisfaction:
- Request
to escalate your case to a Support Supervisor.
- If
still unresolved, email escalations@eag.international
with full details.
7. Feedback and Continuous Improvement
We welcome your feedback. After resolving your support case,
you may receive a short survey to rate your experience. Your insights help us
serve you better.
8. Contact Us
EAGint E-Commerce Support Team
📧
support@eag.international
📞
+252 615 280 088
📍
Makka Al mukarama Road, Mogadishu, Somalia
🌐
www.eag.intenational
Thank you for choosing EAGint. We are here to support your
business and personal needs with professionalism, speed, and care.
