Support Policy

Last Updated: 01.01.2025

At Tap N Grab, we are committed to providing fast, friendly, and reliable customer support. This Support Policy explains how customers can reach us, what services we offer, and our standard response times.

1. Support Channels

You can contact us through:

1.1 WhatsApp Support (Primary Channel)

? +94 757 226 418

Available for:

• Order inquiries
• Delivery updates
• Complaints & replacement requests
• Product information
• Return/refund support

1.2 Email Support

? info.tapngrab@gmail.com

Use email for:

• Order-related documents
• Formal complaints
• Bulk/wholesale inquiries

1.3 Social Media Messaging

We may also respond through:

• Facebook
• Instagram
• TikTok

Response times may vary based on volume.

2. Support Hours

Monday – Friday: 9.00 AM – 6.00 PM
Saturday: 9.00 AM – 2.00 PM
Sunday & Public Holidays: Closed

Messages received outside working hours will be attended to on the next business day.

3. Response Time

We aim to respond within:

• 1 – 6 hours during working hours
• Within 24 hours for email inquiries
• Immediate to 2 hours for urgent order issues (e.g., damaged/incorrect item reports)

4. Order-Related Support

We provide assistance with:

• Order confirmation
• Shipping updates
• Delivery delays
• Courier tracking
• Payment verification