Customer Service Policy – GoProl
At GoProl, we believe that exceptional customer service is as important as the quality of our action cameras and accessories. Our team is dedicated to ensuring your experience with us is smooth, helpful, and satisfying—from pre-purchase questions to post-delivery support. This policy outlines our commitment to serving you.
1. Service Mission
Our core goal is to resolve your inquiries efficiently, provide clear information, and support you at every step of your journey with GoProl. Whether you need help choosing a product, tracking an order, or addressing a return, we strive to make the process simple and stress-free.
2. Contact Channels
The primary way to reach our customer service team is via email:
We may expand to additional channels (such as live chat or phone support) in the future, and will update this policy if new options become available.
3. Response Time
We understand that timely support matters. Here’s how quickly you can expect a reply:
- General inquiries (product questions, order status, shipping updates): Within 2 business days.
- Urgent issues (damaged packages, missing items, refund requests): Prioritized and responded to within 1 business day.
During peak periods (e.g., sales events, holidays), response times may be extended by 1–2 days, but we will always acknowledge your message within 24 hours to confirm we’ve received it.
4. Service Scope
Our team is ready to assist with a wide range of needs, including:
- Pre-Purchase Support: Help with product comparisons, feature explanations (e.g., waterproof specs, stabilization details), compatibility with accessories, and pricing clarifications.
- Order & Shipping Help: Tracking updates, address change requests (before shipment), delivery delay investigations, and assistance with lost or damaged packages.
- Returns & Refunds: Guidance on return eligibility, initiation of return requests, refund status checks, and resolution of refund-related issues.
- Technical Questions: Basic troubleshooting for product setup (e.g., connecting to live streaming, using accessories) and directing you to helpful resources (e.g., user manuals, tutorial links).
5. How to Get the Best Support
To help us assist you quickly, please include the following information in your email when possible:
- Your full name and order number (if applicable).
- A clear description of your inquiry (e.g., “I need to track order #GP20240722,” “My camera isn’t connecting to the app”).
- Relevant details or photos (e.g., images of a damaged package, screenshots of error messages).
6. Follow-Up & Resolution
If your issue requires additional steps (e.g., escalating a lost package to our logistics partner, coordinating a replacement), we will:
- Provide a clear timeline for resolution in our initial response.
- Update you regularly (at least every 3 business days) on progress until the issue is resolved.
- Confirm via email once the matter is closed (e.g., “Your refund has been processed,” “A replacement has been shipped”).
7. Feedback on Our Service
We value your input. If you have feedback about your customer service experience—whether positive or constructive—please share it in your email. Your comments help us improve and ensure we continue to meet your needs.
No matter what brings you to us, the GoProl team is committed to treating you with respect, transparency, and care. We’re here to make sure your focus stays on capturing great moments—not solving problems.
Last updated: July 22, 2025