Support Policy Page

Support Policy

At Golden Fiber Asia, we are committed to providing exceptional support to ensure a seamless shopping experience. This Support Policy outlines how we assist our customers before, during, and after their purchase.

1. Customer Support Hours

Our support team is available during the following hours:

• Monday to Friday: 9:00 AM – 6:00 PM (Bangladesh Standard Time)

• Saturday: 10:00 AM – 4:00 PM (Bangladesh Standard Time)

• Sunday & Public Holidays: Closed

2. Support Channels

We offer support through the following channels:

1. Email Support:

Contact us at support@goldenfiberasia.com for inquiries, issues, or feedback. We aim to respond within 24-48 hours.

3. Types of Support Offered

1. Product Inquiries:

Assistance with product details, features, availability, and recommendations.

2. Order Assistance:

Help with placing orders, tracking shipments, and updating delivery details.

3. Returns and Refunds:

Support with initiating returns, exchanges, and refunds in compliance with our Return & Refund Policy.

4. Technical Issues:

Troubleshooting website-related issues such as login problems, payment errors, or account access.

5. Custom Orders:

Assistance with placing bulk or custom orders for jute products tailored to your needs.

4. Response Times

We strive to address all inquiries promptly:

• Email Inquiries: Within 24-48 business hours.

• Phone and Live Chat: Immediate assistance during business hours.

• Contact Form Submissions: Within 48 business hours.

5. Escalation Process

If you are not satisfied with the resolution provided, you may escalate your concern as follows:

1. First-Level Support:

Reach out to our customer support team via email or phone.

2. Second-Level Escalation:

Request to speak with a supervisor or manager.

3. Final Escalation:

For unresolved issues, email us at escalation@goldenfiberasia.com, and our senior management team will review your case.

6. Limitations of Support

While we strive to provide comprehensive support, there are some limitations:

• We cannot guarantee support for products not purchased from Golden Fiber Asia.

• Support is not available for issues caused by improper use, unauthorized modifications, or third-party products.

Contact Us

For any questions regarding our Support Policy or to request assistance, please contact us:

Golden Fiber Asia

Email: support@goldenfiberasia.com

Website: www.goldenfiberasia.com