Customer Service Policy

At C4, our core mission is to empower every fitness enthusiast on their journey with accessible, high-quality sports nutrition supplements—and exceptional, customer-centric service is the foundation of that promise. This Customer Service Policy defines our service standards, support scope, response commitments, and operational guidelines for all interactions with our customers worldwide. By accessing our website, placing an order, or engaging with our support team, you acknowledge and agree to the terms outlined in this policy.

1. Core Service Commitments


We hold our customer service team to unwavering standards to ensure a seamless, respectful, and solution-focused experience for every customer, no matter where in the world you are located. Our non-negotiable service commitments include:

  • Equal Global Service: We extend the same level of support, care, and policy benefits to all customers worldwide, aligned with our free worldwide shipping promise, with no geographic restrictions on core support services.
  • Transparent & Honest Communication: We provide clear, accurate, and complete information for all inquiries, with no hidden terms, misleading statements, or evasive responses to customer concerns.
  • Timely Response & Resolution: We prioritize fast acknowledgment and efficient resolution for every customer request, adhering strictly to the response and processing timelines outlined in this policy.
  • Privacy & Data Protection: All customer information shared during support interactions is handled in full compliance with our Privacy Policy, with strict confidentiality and no unauthorized disclosure of personal or order details.
  • Non-Discrimination: We provide fair, equal service to all customers, with no discrimination based on location, order value, purchase history, or the nature of your inquiry.

2. Scope of Customer Support Services


Our dedicated customer service team provides comprehensive support across all stages of your shopping journey, covering the following core service areas:

2.1 Order Assistance & Pre-Purchase Consultation


  • Guidance on product selection, formula details, and usage recommendations (note: all product information provided is for nutritional reference only, and does not constitute medical advice, diagnosis, or treatment. Always consult a licensed healthcare provider before starting any new supplement regimen).
  • Support with order placement, payment troubleshooting, and payment confirmation verification.
  • Order modification requests (including shipping address updates, contact information changes, and product adjustments), available exclusively for requests submitted before your order has been shipped and processed for fulfillment.
  • Real-time order status updates, tracking number provision, and order history inquiries.

2.2 Shipping & Delivery Support


  • End-to-end support for all shipping-related inquiries, aligned with our Shipping Policy.
  • Shipping confirmation follow-up and tracking link assistance for all orders, with free worldwide shipping applied to every purchase with no minimums.
  • Resolution of delivery exceptions, including delayed shipments, lost packages, misdeliveries, and packages damaged in transit.
  • Coordination with our logistics partners to escalate and resolve delivery issues, with clear updates provided to the customer at every stage.

2.3 Returns, Refunds & Post-Sale Resolution


  • Full guidance and support for return request submission, aligned with our 60-day return window outlined in our Refund Policy.
  • Assistance with Return Merchandise Authorization (RMA) number application and return shipping instructions.
  • Refund status tracking, including updates on refund approval and processing timelines (5-10 business days for full refund completion after approval, processed exclusively in USD).
  • Priority resolution for defective, damaged, or incorrectly shipped items, including complimentary replacements or full refunds at no additional cost to the customer for confirmed errors on our part.

2.4 Marketing & Account Support


  • Assistance with account creation, login troubleshooting, and account information updates.
  • Support for promotional offer inquiries, discount code application, and pricing clarification for our low-price product range.
  • Opt-in and opt-out support for marketing communications, with immediate processing of unsubscribe requests for promotional emails.

3. Customer Support Channels


We provide accessible, dedicated support channels for all customer inquiries, with all official contact details published on our website. Our primary support channels include:

  • Official Website Contact Form: Secure, direct submission form available 24/7 on our website for all inquiry types.
  • Dedicated Customer Support Email: Official support email address published on our website, monitored during our standard service hours.

    All support services are provided exclusively in English, to ensure clear, accurate communication with our core customer base.

4. Service Hours & Response Timelines


We are committed to fast, reliable acknowledgment and resolution for every customer request, with the following standard service hours and response commitments:

  • Standard Service Hours: Monday to Friday, 9:00 AM to 5:00 PM US Eastern Standard Time (EST), excluding official United States federal public holidays.
  • Inquiry Response Timelines:
    • All inquiries submitted during standard service hours will receive an initial acknowledgment and response within 24 business hours.
    • Inquiries submitted on weekends, US federal holidays, or outside standard service hours will receive an initial acknowledgment and response within 48 hours.

  • Request Processing Timelines:
    • Pre-shipment order modification requests: Processed and resolved within 12 business hours of submission, if the order has not yet entered fulfillment.
    • Return request reviews: Completed within 1-2 business days of submission, with approved requests issued an RMA number immediately upon review completion.
    • Delivery exception escalations: Initial investigation and update provided within 2 business days of receiving the customer’s inquiry, with ongoing updates until full resolution.
    • Formal complaint escalations: Assigned to a dedicated support supervisor, with a formal response and resolution plan provided within 3 business days of escalation.


5. Escalation & Complaint Resolution Process


If you are not satisfied with the initial resolution provided by our frontline support team, we offer a clear escalation process to ensure your concerns are fully addressed:

  1. Formal Escalation Request: You may request to have your case escalated to a customer support supervisor by stating this request in your follow-up communication, along with your order number and a summary of your unresolved concern.
  2. Supervisor Review: Upon receiving your escalation request, the case will be assigned to a dedicated supervisor within 1 business day, who will conduct a full review of your order, prior interactions, and concern.
  3. Final Resolution: The assigned supervisor will provide a formal, final resolution plan via your preferred contact channel within 3 business days of the escalation request. All final resolutions will adhere strictly to our published Refund Policy, Shipping Policy, and applicable US consumer protection laws.

6. Customer Responsibilities


To ensure we can provide efficient, accurate support, we ask all customers to adhere to the following responsibilities:

  • Provide complete, accurate, and valid information when submitting inquiries, including your full order number, relevant contact details, and clear context for your request.
  • Submit supporting documentation (including photos, videos, order confirmations, or tracking updates) for claims related to damaged items, shipping errors, or product defects, to enable timely verification and resolution.
  • Respect our support team, with no abusive, threatening, discriminatory, or inappropriate language or behavior during interactions. We reserve the right to limit or discontinue support for customers engaging in harassing or inappropriate conduct, in compliance with applicable law.
  • Review our published policies (Refund Policy, Shipping Policy, Privacy Policy) before submitting inquiries, to ensure your request aligns with our standard terms and conditions.

7. Policy Updates


C4 reserves the right to update, amend, or modify this Customer Service Policy at any time, at our sole discretion. All changes will be posted on this page, with the updated effective date clearly marked at the top of the policy. Your continued use of our website, placement of orders, or engagement with our support team after the updated policy takes effect constitutes your acceptance of the revised terms. We encourage you to review this policy periodically to stay informed about our service standards and commitments.

If you have any questions about this Customer Service Policy, or need to request support, please contact our team via the official contact channels published on our website.