Customer Service Policy

At attitudelivingmalls.com, we prioritize exceptional support to complement your shopping experience for Alani Nu’s clean, vegan wellness essentials. This Customer Service Policy outlines our commitment to resolving inquiries, addressing concerns, and ensuring every interaction with our team is timely, transparent, and customer-centric.

1. Core Service Commitments

Our customer service team adheres to three foundational principles for all shoppers (individual customers and wholesale partners):
  • Accessibility: We aim to be reachable for all product, order, and policy-related questions
  • Transparency: We provide clear, accurate answers aligned with our shipping, refund, and privacy policies
  • Empathy: We approach every inquiry with care, prioritizing your satisfaction with our Alani Nu offerings and overall service

2. Contact Channels & Response Timelines

2.1 Primary Contact Channel

The official point of contact for all customer service inquiries is our dedicated email:wholesale@attitudelivingmalls.comThis channel serves both individual shoppers and wholesale clients for unified support.

2.2 Response Expectations

  • We strive to acknowledge all incoming inquiries within 2 business days of receipt
  • For urgent matters (e.g., missing orders, defective products), we prioritize resolution and aim to provide a full response or action plan within 3 business days
  • Complex inquiries (e.g., bulk wholesale order logistics, custom return arrangements) may require additional time, but we will provide status updates every 5 business days until resolution

3. Support Scope & Issue Resolution

Our team assists with the full spectrum of shopping-related needs, including:

3.1 Pre-Purchase Inquiries

  • Product details for Alani Nu’s vegan, EWG-verified offerings (Pre-Workout, BCAAs, etc.)
  • Clarification of pricing, discount terms (up to 60% off select items), and free shipping policies
  • Verification of order eligibility and currency (all transactions in USD)

3.2 Post-Purchase Support

  • Order tracking assistance (including follow-ups for shipments outside the 6–12 day delivery window)
  • Guidance for initiating returns within the 60-day window and tracking refund progress (5–10 day processing for approved returns)
  • Resolution for damaged, defective, or incorrect Alani Nu products (including free return shipping for such cases)

3.3 Wholesale-Specific Support

  • Coordination of bulk order fulfillment and delivery timelines
  • Customized return and refund arrangements for large-scale wholesale purchases
  • Clarification of wholesale pricing and discount eligibility for Alani Nu inventory

4. Escalation Process

If you are unsatisfied with the initial resolution to your inquiry:
  1. Reply to your existing support thread with a detailed explanation of your concerns
  2. Your case will be escalated to a senior team member for review
  3. The escalation team will provide a revised resolution or action plan within 5 business days of the escalation request

5. Service Limitations

Our customer service team cannot:
  • Modify delivery timelines (all shipments follow the 1–3 day processing and 6–12 day transit policy, with no expedited shipping options)
  • Approve refunds outside the 60-day return window or for used/damaged products (per our Refund Policy)
  • Process transactions in currencies other than USD
  • Waive return shipping costs for non-defective items (customer responsibility unless the issue is our error)

6. Continuous Improvement

We regularly review customer feedback to refine our service processes, update policy clarity, and enhance support for Alani Nu product-related needs. If you have suggestions for improving our customer service, please include them in your inquiry — your input helps us better serve the attitudelivingmalls.com community.