At Zinorx, we are committed to providing our customers and sellers with reliable and timely support to ensure a seamless shopping and selling experience. This Support Policy outlines the scope of assistance we offer and the channels available for contacting our support team.

Please read the policy carefully to understand how we can assist you, and don’t hesitate to reach out if you have any questions or concerns.

1. General Support Scope

1.1 Customer Support
Zinorx offers customer support for the following services:

• Product inquiries: Assistance with finding the right products, understanding product details, or checking stock availability.
• Order-related issues: Help with placing orders, tracking shipments, and resolving payment or checkout issues.
• Returns and refunds: Guidance on the return and refund process, including eligibility, status updates, and restocking fees.
• Technical issues: Assistance with navigating the website, resolving login or account problems, and troubleshooting technical difficulties.

1.2 Seller Support
For sellers using the Zinorx platform, we offer the following types of support:

• Account setup: Assistance with setting up and managing your seller account, including listing products, updating inventory, and configuring settings.
• Order management: Help with processing orders, shipping products, and managing returns or customer inquiries.
• Performance issues: Guidance on improving store performance, addressing seller rating issues, or resolving customer disputes.
• Payments: Assistance with payment processing, commission fees, and payout schedules.

2. Support Channels

2.1 Email Support
You can reach out to our support team via email for all queries. Our team responds to emails within 24-48 hours.

• Customer Support: support@zinorx.com
• Seller Support: seller-support@zinorx.com

2.2 Phone Support
For immediate assistance, you can contact our support team via phone during regular business hours, [Monday to Friday, 9 AM - 6 PM (Local Time)].

• Customer Support: []
• Seller Support: [

2.3 Live Chat Support
We offer live chat support directly on our website for quick questions and real-time assistance. This service is available during business hours. Look for the chat icon at the bottom-right corner of any Zinorx page to start a conversation.

2.4 Support Ticket System
You can also submit a support ticket via the Zinorx help desk. Tickets are prioritized based on urgency, and we aim to resolve all issues within 48 hours. Visit our support page [Insert Support Page Link] to submit a ticket.

3. Support Availability

3.1 Business Hours
Our support team is available from 9 AM to 6 PM, Monday to Friday (local time). For inquiries outside these hours, please leave a message via email or chat, and we will respond the next business day.

3.2 Emergency Support
For urgent matters such as order processing errors, payment issues, or website outages, we offer emergency support outside regular business hours. Please email emergency@zinorx.com with "URGENT" in the subject line for immediate attention.

4. Support Response Times

We strive to resolve all inquiries in a timely manner. Our standard response times are as follows:

• Email Support: 24-48 hours
• Phone Support: Immediate during business hours
• Live Chat: Immediate during business hours
• Support Tickets: 48 hours

More complex inquiries or technical issues may take longer to resolve, but we will keep you informed throughout the process.

5. Feedback and Escalations

We value your feedback and aim to continually improve our services. If you are dissatisfied with the support you received or have a suggestion for improvement, you can escalate your issue by contacting our Support Manager at manager@zinorx.com.

6. Limitation of Support

6.1 Third-Party Products
Our support team will assist with issues related to products sold on the Zinorx platform. However, for products sold by third-party sellers, customers may be redirected to the respective seller’s support for specific inquiries.

6.2 Technical Limitations
While we strive to offer comprehensive technical support, some issues (such as browser compatibility or internet connection problems) may be outside our control. In such cases, we will do our best to guide you in resolving the issue or direct you to external resources.

7. Seller-Specific Support

Sellers are entitled to premium support services tailored to managing their online store and resolving any platform-specific issues. For seller-specific inquiries, Zinorx provides:

• Dedicated seller support agents.
• Regular updates on platform changes.
• Webinars and tutorials for best practices in listing and selling.
• Assistance with promotions, store customization, and sales reporting.

8. Contact Us

For any other questions or further assistance, please reach out to us through the following channels:

• Email: support@zinorx.com