Support Policy for USB Online Market

Effective Date: April 18, 2025

At USB Online Market (“we,” “us,” or “our”), we are committed to providing exceptional customer support to ensure a seamless and satisfying experience for all users of our website [www.usbonlinemarket.com] (the “Website”) and our online marketplace services (collectively, the “Services”). This Support Policy explains how we handle customer inquiries, complaints, and technical issues, as well as the steps you can take to get assistance. By using our Services, you agree to the terms of this Support Policy, which supplements our Terms and Conditions and Privacy Policy.

1. Purpose of Our Support Services

Our support team is here to assist you with:

• Account-related issues (e.g., login problems, updating account information).

• Order inquiries (e.g., order status, cancellations, tracking).

• Payment issues (e.g., failed transactions, refund requests).

• Product or service questions (e.g., product details, availability).

• Returns, exchanges, or refunds, as outlined in our Return and Refund Policy.

• Technical issues (e.g., Website errors, navigation difficulties).

• Feedback, complaints, or general inquiries about the Services.

2. How to Contact Us

We offer multiple channels to ensure you can reach us conveniently. Please choose the appropriate method based on your needs:

a. Email Support

• Email: [support@usbonlinemarket.com]

• Best for: Detailed inquiries, order issues, refund requests, or complaints.

• Please include your name, order number (if applicable), and a clear description of your issue to help us assist you efficiently.

b. Phone Support

• Phone: [+1 (216) 309-6319]

• Hours: [Monday–Friday, 9:00 AM–5:00 PM EST]

• Best for: Urgent issues or real-time assistance with orders or account problems.

c. Live Chat

• Available: On the Website at [www.usbonlinemarket.com] (look for the chat icon in the bottom-right corner).

• Hours: [Monday–Friday, 9:00 AM–5:00 PM EST]

• Best for: Quick questions, technical issues, or navigation assistance.

d. Help Center / FAQ

• Visit: [www.usbonlinemarket.com/help] for self-service resources, including frequently asked questions (FAQs), guides, and troubleshooting tips.

• Best for: Common issues, such as tracking orders, managing accounts, or understanding policies.

e. Postal Mail

• Address: [USB Online Market, 6405 Westhaven Dr, Indianapolis. IN 46254, USA]

• Best for: Formal complaints or issues requiring written correspondence.

• Note: Response times for postal mail may be longer than other methods.

3. Response Times

We strive to respond to your inquiries promptly:

• Email: Initial response within [24–48 hours] during business hours (Monday–Friday, excluding holidays).

• Phone: Immediate assistance during support hours; calls outside hours may be directed to voicemail and responded to the next business day.

• Live Chat: Immediate or near-immediate response during support hours, depending on agent availability.

• Help Center: Instant access to self-service resources 24/7.

• Postal Mail: Response within [5–10 business days] after receipt.

Complex issues may require additional time to resolve. We will keep you informed of progress and provide an estimated resolution timeline if needed.

4. Support Process

a. Submitting a Request

• Provide as much detail as possible, including your contact information, order number (if applicable), and a clear description of the issue.

• For technical issues, include relevant details (e.g., device type, browser, error messages, or screenshots) to help us diagnose the problem.

b. Acknowledgment

• You will receive an acknowledgment of your request (e.g., via email or chat confirmation) with a reference number for tracking purposes.

• If you contact us by phone or live chat, our team will provide immediate guidance or escalate the issue if necessary.

c. Resolution

• Our support team will investigate your issue and provide a resolution or next steps as quickly as possible.

• For order-related issues, we may refer to our Return and Refund Policy or Terms and Conditions.

• If additional information is needed, we will contact you promptly.

d. Escalation

• If you are not satisfied with the initial response, you may request escalation to a supervisor by replying to the support communication or contacting us at [support@usbonlinemarket.com] with your reference number.

• Escalated issues will be reviewed within [Insert Timeframe, e.g., 3–5 business days].

5. Common Support Scenarios

a. Order Issues

• Order Status/Tracking: Check your order status in your account or contact us with your order number for updates.

• Cancellations: Requests to cancel orders must be made before processing, as outlined in our Terms and Conditions.

• Incorrect or Missing Items: Contact us within [Insert Timeframe, e.g., 7 days] of delivery to report issues with your order.

b. Payment Issues

• Failed Transactions: If a payment fails, ensure your payment method is valid and retry. Contact us if the issue persists.

• Refunds: Refund requests are processed per our Return and Refund Policy. Contact us with your order number to initiate a refund.

c. Technical Issues

• Website Errors: Clear your browser cache, try a different browser, or check our Help Center for troubleshooting tips. Contact us if the issue persists.

• Account Access: If you cannot log in, use the “Forgot Password” feature or contact us for assistance.

d. Returns and Refunds

• Refer to our Return and Refund Policy at [www.usbonlinemarket.com/returns] for eligibility and instructions.

• Contact us to initiate a return, exchange, or refund request.

e. Product Inquiries

• For questions about product specifications, availability, or compatibility, check the product page or contact us for clarification.

6. User Responsibilities

To ensure efficient support, you agree to:

• Provide accurate and complete information when submitting a support request.

• Respond promptly to requests for additional information to facilitate resolution.

• Treat our support team with respect and courtesy. We reserve the right to refuse service to users who engage in abusive or inappropriate behavior.

7. Feedback and Complaints

We value your feedback and aim to resolve any concerns promptly:

• Feedback: Share suggestions or positive experiences by emailing [support@usbonlinemarket.com] or using the feedback form on our Website.

• Complaints: If you are dissatisfied with our Services or support, contact us with details of your issue. We will investigate and respond within [Insert Timeframe, e.g., 5 business days].

• If your complaint is not resolved to your satisfaction, you may escalate it to a supervisor or pursue dispute resolution as outlined in our Terms and Conditions.

8. Limitations of Support

• Third-Party Issues: We cannot assist with issues related to third-party services (e.g., payment processors, shipping carriers) beyond coordinating with them on your behalf. Please refer to their respective support channels.

• Non-Covered Issues: Support is limited to issues directly related to the Services. We are not responsible for issues caused by your device, internet connection, or misuse of the Services.

• Language: Support is provided primarily in [Insert Language, e.g., English]. Additional language support may be available upon request, subject to availability.

9. Privacy and Security

• Information you provide during support interactions is handled in accordance with our Privacy Policy (available at [www.usbonlinemarket.com/privacy-policy]).

• For security, we may verify your identity before processing sensitive requests (e.g., account changes, refunds).

• Do not share sensitive information (e.g., passwords, full credit card numbers) via email or chat. Use secure channels as directed by our support team.

10. Changes to This Support Policy

We may update this Support Policy to reflect changes in our practices or operational needs. Updates will be posted on the Website with a revised “Effective Date.” We will notify you of significant changes via email or a Website announcement. Your continued use of the Services after such changes constitutes your acceptance of the updated Support Policy.

11. Contact Us

For support or questions about this Support Policy, please contact us at:

Email: [support@usbonlinemarket.com]


Phone: [+1 (216) 309-6319]


Address: [6405 Westhaven Dr. Indianapolis, IN, 46254, USA]