Customer Service & Brand Support Policy

At Selects Spirits Imports Inc., we are committed to delivering professional, consistent, and transparent support to all partner brands. This Customer Service & Brand Support Policy establishes clear standards of communication, response times, and service procedures, ensuring that all interactions are handled with the highest degree of professionalism and compliance. By formalizing these guidelines, we strengthen collaboration with our partners and guarantee accountability across all operations.

1. Official Communication Channels.

  • All service requests must be submitted through official channels:
  • General inquiries; Payments; Billing & Statements; Inventory & Logistics; to selectspiritsimport@gmail.com

2. Response Times;

  • General inquiries: Within 48 business hours.
  • Billing or payment-related inquiries: Within 24 business hours.
  • Urgent inventory requests: acknowledgment within 12 business hours, resolution according to operational feasibility.

3. Special Requests;

  • Services outside of standard scope (e.g., relabeling, repacking, urgent shipments, custom reporting) must be submitted in writing.
  • Special requests will be subject to additional service fees, which will be communicated in advance.
  • Turnaround times will depend on operational capacity and must be confirmed by our logistics team.

4. Incident Handling;

  • Any reported errors, delays, or service issues will be investigated within 5 business days.
  • Corrective measures, including credits or operational adjustments, will be documented and communicated to the client.
  • Continuous monitoring will be implemented for repeated issues to ensure long- term resolution.

5. Confidentiality & Compliance,

  • All client communications and data will be treated as confidential and handled under the standards of the California Consumer Privacy Act (CCPA).
  • Information related to brand strategies, KPIs, or sales performance will not be shared without prior written consent.

6. Continuous Improvement

  • Feedback from brands and clients will be periodically reviewed to enhance service quality.
  • Updates to this policy will be communicated in writing and will take effect upon notice.