Contact Us

Purpose of Our Contact Policy

At Dinohide, we understand that open, transparent, and timely communication is the foundation of trust between our store and our customers. Our Contact Us policy exists to ensure that every customer, whether browsing our products or completing a purchase, can easily reach us with questions, concerns, feedback, or any special requests. We want our customers to feel confident that they are not alone during their shopping experience and that help is always available whenever needed. By providing multiple reliable channels of communication, this policy protects customers from uncertainty, ensures clarity, and provides prompt solutions to any potential issues.

How You Can Contact Us

Customers can reach Dinohide through several convenient channels. Our primary method is email communication via support@dinohide, where our trained support team responds to inquiries with care and professionalism. Emails are checked regularly during our business hours, Monday through Friday from 9:00 AM to 5:00 PM (GMT-05:00). We encourage customers to provide as much detail as possible in their message, including order numbers, product names, or any screenshots that may help us understand their concern. Providing these details allows our team to respond more efficiently and accurately.

In addition to email, customers can also reach us by visiting our physical location at 60 Washington Square S, New York, NY 10012, United States. While in-person visits are less frequent, we ensure that any customer who comes to our store will be greeted promptly and their questions addressed with complete transparency. This face-to-face option is ideal for customers who prefer personal interaction, product demonstrations, or need immediate assistance regarding their purchases.

What You Can Expect When Contacting Us

When a customer reaches out to Dinohide, we follow a structured process to ensure their concern is resolved efficiently. Upon receiving a message, our team reviews the details, verifies the customer’s order or account information if relevant, and responds within one business day. Our replies aim to be comprehensive, providing step-by-step guidance if an issue needs resolution, or clearly explaining the next steps if the inquiry requires further internal review. Customers can expect honest, transparent communication throughout the process without unnecessary delays, automated responses that fail to address the question, or vague information that may cause confusion.

We also prioritize proactive support. For example, if a customer experiences delays in order processing or shipping, our team may reach out to provide updates before the customer even contacts us. Similarly, if there is an issue with payment confirmation, product availability, or technical problems on our website, we notify customers promptly and provide solutions or alternatives. This approach ensures that every customer interaction is not only reactive but also supportive and anticipatory.

Limitations and Customer Responsibilities

While we strive to offer timely and effective support, there are practical limitations. Our team operates strictly within business hours, and inquiries sent outside these hours will be addressed the next business day. Customers are responsible for providing accurate information, including their correct contact details, order numbers, and descriptions of the issue. Miscommunication, incomplete details, or missing information may slow down the resolution process. Dinohide is committed to transparency in these cases, clearly communicating any additional requirements needed from the customer to move forward.

Confidentiality and Data Protection

All customer communications are handled with the utmost confidentiality. Any personal information shared through emails or in-person visits is protected under our privacy and data protection policies. This ensures that sensitive details such as payment information, address, and order history are never shared with unauthorized parties and are only used to assist with the customer’s inquiry. By maintaining strict confidentiality, Dinohide safeguards the customer’s trust and complies fully with applicable consumer protection and data privacy laws.

How We Resolve Customer Inquiries

Once a customer reaches out, our support team follows a step-by-step procedure. Initially, the inquiry is reviewed for completeness, then assessed to determine the appropriate response or action. If the question concerns order status, shipment tracking, product details, or payment confirmation, we provide accurate and updated information. For issues such as returns, refunds, or technical support, we guide the customer through the proper process, detailing timelines, required documentation, and what the customer can expect at each stage. In situations where immediate resolution is not possible, we provide regular updates until the matter is fully resolved.

At Dinohide, we do not make unrealistic promises. While we aim to resolve all inquiries promptly, some cases may require coordination with shipping providers, payment processors, or manufacturers, which could take additional time. Throughout these processes, we maintain transparent communication, keeping the customer informed every step of the way.

Encouraging Feedback and Continuous Improvement

We encourage customers not only to ask questions but also to provide feedback about our products, services, and website experience. Customer input is invaluable and helps Dinohide improve operational processes, product offerings, and overall shopping experience. We consider every message carefully, and although individual feedback may not always result in immediate changes, it informs our long-term improvements and helps us maintain high standards of customer satisfaction.

Business Details

Business Name: Dinohide
Business Hours: Monday – Friday, 9:00 AM – 5:00 PM (GMT-05:00)
Business Email: support@dinohide
Business Address: 60 Washington Square S, New York, NY 10012, United States