Support Policy
At Dentomech, we are committed to providing timely, efficient, and helpful support to all our customers. Whether you have queries regarding your order, need technical assistance, or want help with returns or cancellations, our support team is here to assist you.
1. Support Channels
You can reach our customer support team through the following channels:
- Email: support@dentomech.com
- Website Contact Form: Available on our Contact Us page
- Order-related queries: Mention your order number for faster assistance.
2. Support Hours
- Monday to Saturday: 10:00 AM to 6:00 PM IST
- Sunday & Public Holidays: Closed
- Emails sent outside business hours will be responded to on the next working day.
3. Response Time
We aim to respond to all queries:
- Within 24 business hours for general inquiries.
- Within 48 business hours for technical or order-related issues requiring deeper investigation.
4. Types of Support Provided
- Order Status & Tracking
- Returns, Exchanges, & Cancellations
- Payment & Refund Clarifications
- Product Usage Guidance
- Policy Clarifications
- Invoice Requests
5. Escalation Matrix
If your concern remains unresolved or you are unsatisfied with the response, you may escalate it by writing to:
- escalation@dentomech.com (responded within 72 hours)
6. Customer Responsibility
To ensure a smooth support experience, customers are requested to:
- Share accurate information including order numbers, contact details, and a clear description of the issue.
- Maintain respectful communication with the support team.
7. Limitations of Support
- We do not offer real-time live chat or telephonic support at this time.
- We are not responsible for delays caused by third-party courier services but will assist in tracking and resolving such issues.
8. Updates to This Policy
Dentomech reserves the right to update this Support Policy at any time. Changes will be reflected on this page with a revised date.
Last Updated: June 2025
