Contact information

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Contact Information Policy

Last updated: December 2025

We aim to make it easy for you to reach our support team. Below you’ll find how to contact us, what to expect from our response times, and how we handle customer enquiries.

1. Primary Contact Method

For all support enquiries — including product questions, order issues, shipping concerns, digital access requests, or policy clarification — please contact us at:

Email: support@oio-nyd.com

This is our official and fastest communication channel.

2. Response Times

We do our best to reply promptly:

Business days (Mon–Fri): 24–48 hours
Messages sent on weekends or holidays will be answered on the next business day

3. Information to Include in Your Message

To help us assist you efficiently, please include:

Your full name
Your order number (if applicable)
Email used at checkout
A clear description of your question or issue
Photos (if reporting damage or delivery issues)

4. Business Address

To protect privacy and ensure a secure operational workflow, our business mailing address is provided when appropriate.

Business Address: Available upon request

5. Phone Support

We currently do not offer phone-based customer service. This helps us:

Provide accurate written support
Track and document cases effectively
Ensure consistent communication

All customer support takes place through email.

6. Social Media Enquiries

You may reach out to us on social media, but please note:

Official support is only provided through our support email.

Messages sent on Instagram, TikTok, or other platforms may not be processed as support requests.

7. Order & Account Notifications

You will receive automated emails for:

Order confirmations
Shipping updates
Delivery notifications
Digital product access
Refund confirmations

Please ensure your email is entered correctly during checkout.

8. Escalation Procedure

If you believe your message has not been answered within the expected timeframe:

Search your inbox for “OIO | NYD”
Check spam/junk folders
Send a follow-up titled: “Second Request: [Your Issue]”

9. Respect & Communication

We are dedicated to offering respectful, professional support. We kindly expect the same from our customers. Harassment or abusive language may result in refusal of service.