Contact & Support Policy

Contact & Support Policy

Effective Date: June 4, 2026

We care deeply about your experience — before, during, and long after your purchase. Our support team is composed of trained specialists who are empowered to resolve issues quickly, accurately, and with genuine care. This page tells you exactly how to reach us, what to include, and what to expect.

1. How to Reach Us

Channel Details Response Time
Email Support support@eternalrest.store 2-4 hours (business days) · 12 hours (weekends)
Order Inquiries Include Order # + registered email in subject line Priority queue — same-day response
Returns & Refunds Include Order # + photos if applicable 24-hour RMA issuance
Privacy Requests support@eternalrest.store Response within 30 days per GDPR/CCPA

We operate email-only async support — no phone line, no live chat. This is intentional: every interaction is documented, timestamped, and fully traceable, ensuring precise, accountable resolutions without ambiguity. Your concern is handled by a named specialist, not a bot.

2. What to Include in Your Message

To ensure the fastest possible resolution, please include:

  • Your Order Number (found in your confirmation email or account dashboard).
  • The email address used to place the order.
  • A clear description of the issue.
  • Photos or video if the issue is product-related (damage, defect, incorrect item).
  • Your current tracking status if the issue is shipping-related.

3. Escalation Process

If your concern is not resolved within the initial response, you may request escalation to a Senior Support Specialist who will personally review your case within 24 hours. We are committed to reaching a fair, documented resolution for every genuine concern.

4. Support Abuse Policy

We treat every customer with respect and expect the same in return. Threats, harassment, hate speech, or abusive language directed at our support team will result in immediate account suspension and termination of all active support requests. We reserve the right to refuse service to individuals who have previously engaged in fraudulent chargebacks or abusive behavior.

Eternal Rest · Premium Sleep Technology

support@eternalrest.store  ·  eternalrest.store

© 2026 Eternal Rest. All rights reserved. All policies effective as of publication date.