Support Policy Page

Support Policy

1. Support Availability

2. Support Services

  • Order Assistance: Placement, modification, tracking

  • Product Queries: Technical details, compatibility, availability

  • Returns & Refunds: Guiding you through procedures

  • Payment & Billing: Handling failed or pending transactions

  • Account Support: Help with login, password, profile issues

  • Shipping & Delivery: Timeline and tracking updates

3. Response Times

  • General inquiries: Within 24 hours

  • Returns/refund support: Within 48 hours

  • Escalated or technical issues: 3–5 business days

4. Complaint Resolution

  1. Ticket Raised — via email or phone with order/order number and issue

  2. Case Review — our team investigates your request

  3. Resolution Provided — through replacement, refund, or technical fix

  4. Follow-Up — to ensure your issue is fully resolved

5. Partner/Seller Support

If you're a BCM seller or partner, contact us at seller.support@buildchemart.com for assistance with:

  • Product listings & cataloging

  • Payment settlements

  • Policy compliance & account issues

6. Self-Service & FAQs

For quick answers, check our Help Center/FAQs at https://buildchemart.com/help-center.

7. Escalation Process

If your concern is unresolved, escalate to our senior team at support@buildchemart.com.

Our Work & Quality Commitment