Contact Policy

Contact Policy — Essenciais Canucks

At Essenciais Canucks, we value open communication and are committed to providing fast, clear, and helpful support to our customers.

How to Reach Us

Customers can contact us through the following channels:

  • Email Support: Our primary method for customer service and inquiries.
    Response time: 1–3 business days

  • Website Contact Form: Available 24/7 on our official page.
    Requests submitted here are forwarded directly to our support team.

  • Social Media Messaging: We may provide assistance through our official social platforms, but complex requests will be redirected to email for proper handling.

What We Can Help With

You can reach out to us for:

  • Product questions and recommendations

  • Order status updates

  • Returns, exchanges, and refund inquiries

  • Shipping information between Canada and Brazil

  • Partnership or supplier proposals

  • Technical issues with our website or checkout

  • General feedback and suggestions

Business & Partnership Inquiries

If you're contacting us for business collaboration, wholesale, or partnership opportunities, please include:

  • Company name

  • Contact details

  • Proposal summary

  • Relevant links or documents (if available)

These inquiries may take up to 5 business days for a detailed response.

Customer Responsibilities

To help us assist you efficiently, customers should provide:

  • Full name used in the order

  • Order number (if applicable)

  • Clear description of the request or issue

  • Photos or evidence (when relevant to product or delivery concerns)

Incomplete requests may require follow-up and could delay support.

Availability

Our support team operates on Canadian business days, Monday to Friday, excluding national holidays.

We are always working to improve our communication and ensure every customer feels supported like part of the Canucks community.

Privacy & Security

We will never request sensitive information such as passwords, full credit card numbers, or government IDs via email or social media. If such information is shared, it will be securely deleted.