Contact information

Contact Information Policy
(Effective Date: September 12, 2025)

Introduction
This Contact Information Policy explains how customers, partners, and other stakeholders can communicate with Finza regarding our enamel teapot products, website operations, and general inquiries. Clear and accessible contact information is an essential part of providing reliable customer service and building trust with our buyers. This document outlines the official channels through which Finza can be reached, expected response times, and guidelines for submitting inquiries effectively.

Official Contact Channels
Finza provides multiple ways for customers to reach us:

  • Email Support: service@finza.top

  • Website Contact Form: Accessible at finza.top

  • Mailing Address: Available upon request for returns, correspondence, and legal notices.

  • Business Hours: Monday–Friday, 9:00 AM – 6:00 PM (U.S. Eastern Time).

Customers should always use official channels to ensure that their communications are properly received and addressed.

Email Communication

  • Email is the preferred method of contact for most inquiries.

  • For order-related questions, customers should include their order number and the email address used during checkout.

  • Response times for emails are generally within 24–48 business hours.

  • Emails regarding refunds, shipping, or product quality will be escalated to the appropriate team for review.

Website Contact Form

  • finza.top includes a secure online contact form that allows customers to submit inquiries directly.

  • Information required may include name, email, order number (if applicable), and the nature of the inquiry.

  • Contact form submissions are monitored daily, and responses are typically issued within 1–2 business days.

Mailing Correspondence

  • Customers who need to send physical documents, product returns, or legal notices may request our official mailing address by contacting service@finza.top.

  • To ensure proper handling, customers should label correspondence clearly with the subject matter (e.g., “Return Request,” “Legal Notice”).

  • Processing times for mailed correspondence may be longer than email inquiries.

Phone Support
At present, Finza does not operate a customer service hotline. This decision allows us to dedicate resources to email-based support, ensuring accurate records of communication. If phone assistance becomes available in the future, details will be added to this policy.

Response Times

  • Standard inquiries: 24–48 business hours.

  • Complex cases (e.g., refund disputes, warranty claims): 3–5 business days.

  • High-demand periods may result in longer response times, but all inquiries will be addressed in order of receipt.

Order-Related Inquiries
When contacting Finza about an order, please provide:

  • Order number.

  • Full name and shipping address.

  • Date of purchase.

  • Description of the issue.

Providing this information ensures faster resolution and reduces back-and-forth communication.

Product Support
For enamel teapot use, care, or maintenance questions, customers may:

  • Email service@finza.top with detailed questions.

  • Reference our product care guides, available on finza.top.

  • Provide photos (when applicable) to help identify issues such as chipping or discoloration.

Returns and Refunds
All requests for returns or refunds must follow the Return and Refund Policy published on finza.top. Customers should:

  • Contact service@finza.top before shipping any product back.

  • Include order details and a description of the issue.

  • Await confirmation and return instructions before mailing items.

Shipping Questions
Customers with shipping-related inquiries should include:

  • Tracking number (if available).

  • Carrier used (USPS, UPS, FedEx, DHL).

  • Any error messages or delivery notices received.

We will liaise with carriers where appropriate to resolve delivery issues.

Business Inquiries
For wholesale opportunities, partnerships, or media requests:

  • Contact service@finza.top with the subject line “Business Inquiry.”

  • Provide company information, nature of the proposal, and contact details.

  • Business inquiries are reviewed by management within 5–7 business days.

Privacy of Communications

  • All customer communications are handled in compliance with our Privacy Policy.

  • Personal information shared in inquiries is used solely for resolving the issue and will not be disclosed without consent, except where legally required.

  • Customers should avoid sending sensitive information (such as credit card numbers) via email.

Legal and Compliance Communications

  • Legal notices, compliance requests, or official correspondence should be directed to service@finza.top with the subject line “Legal Notice.”

  • Such communications may require additional time for review and will be handled by the appropriate department.

Escalation Procedures
If an inquiry is not resolved satisfactorily, customers may request escalation:

  • Escalated cases are reviewed by senior customer service staff.

  • Response times may extend to 5–7 business days, depending on the complexity of the issue.

  • Customers will be informed of the escalation and expected timeline.

Limitations of Support

  • Finza can only provide support for products purchased directly through finza.top.

  • We cannot guarantee service for items bought from unauthorized resellers.

  • Support may be limited if documentation such as order confirmation cannot be provided.

International Customer Support

  • Finza provides support for international customers via email only.

  • Response times may be affected by time zone differences.

  • Customers are encouraged to provide detailed information upfront to reduce delays.

Customer Responsibilities

  • Customers are expected to provide accurate, complete, and respectful communication.

  • Abusive, fraudulent, or misleading inquiries may result in refusal of service.

  • Customers are responsible for monitoring their inboxes for Finza’s replies.

Policy Updates

  • This Contact Information Policy may be updated periodically.

  • Changes will be posted on finza.top with a new effective date.

  • Continued use of our services after updates indicates acceptance of the revised policy.

Conclusion
Finza is committed to maintaining open and effective communication channels with all customers and stakeholders. By providing structured, transparent contact methods, we ensure that every inquiry receives attention and that every customer has a reliable way to reach us.

Official Contact Summary

  • Email: service@finza.top

  • Website: finza.top (contact form available)

  • Mailing Address: Provided upon request

  • Hours: Monday–Friday, 9:00 AM – 6:00 PM ET

    Want to explore Finza’s craftsmanship, heritage, and dedication to producing high-quality enamel teapots? Visit our About Us page for more insights.