Anchored Soul, Co. Customer Communication Policy
Effective Date: September 24, 2026
At Anchored Soul, Co., we believe communication is an important part of creating a positive customer experience. We want our customers to feel heard, respected, and informed throughout their experience with our company.
This Customer Communication Policy establishes general expectations for communicating with Anchored Soul, Co. and Chrissy's Customs.
1. Business Hours
Anchored Soul, Co. is a small business, and customer communication is handled during designated business hours.
Business Hours:
Monday–Friday: 9:00 AM–8:00 PM Pacific Time
Saturday: 10:00 AM–8:00 PM Pacific Time
Sunday: 10:00AM— 5:00 PM Pacific Time
Messages received outside of business hours will generally be addressed during the next available business day.
Business hours may occasionally change due to holidays, personal commitments, events, production schedules, or other circumstances. When possible, advance notice will be provided.
2. Response Time
Our standard goal is to respond to customer inquiries within 1–2 business days.
Response times may be longer during:
Holidays
Product launches
Sales or promotional events
High-volume order periods
Custom-order periods
Unexpected business interruptions
Periods of increased customer inquiries
A response time is not a guarantee that an order, refund, exchange, or custom request will be completed within that same timeframe.
We appreciate your patience as we give each customer and order the attention it deserves.
3. Email Inquiries
For questions involving orders, returns, refunds, shipping, custom orders, or other customer-service matters, email is the preferred method of communication.
Customer Service Email:
admin@anchoredsoulco.com
When contacting us about an existing order, please include your:
Full name
Order number
Email address used at checkout
Specific question or concern
Photos or supporting information when applicable
Providing complete information helps us resolve your question more efficiently.
4. Social-Media Inquiries
Anchored Soul, Co. welcomes questions and engagement through our social-media pages.
Social-media messages and comments may be monitored during normal business operations; however, social media is not the preferred method for handling sensitive order, payment, refund, or personal-information matters.
For order-specific concerns, customers may be asked to continue the conversation by email.
Please do not publicly post:
Payment information
Full addresses
Passwords
Private customer information
Other sensitive personal information
Anchored Soul, Co. may remove or restrict comments that contain harassment, threats, spam, fraudulent content, hate speech, or other inappropriate material.
5. Order Questions
Customers may contact Anchored Soul, Co. with questions about:
Order status
Product details
Shipping
Tracking
Product availability
Order changes
Incorrect orders
Damaged products
Returns and exchanges
Please provide your order number whenever possible.
For questions regarding an order that has already shipped, please understand that shipping times and delivery schedules may be controlled by the applicable carrier.
Anchored Soul, Co. will provide available tracking information and assist with carrier-related concerns when reasonably possible.
6. Complaints & Customer Concerns
We want customers to feel comfortable bringing concerns to our attention.
If you are unhappy with your experience, please contact us directly so we have an opportunity to understand the situation and work toward an appropriate resolution.
When submitting a complaint, please provide:
Your name
Order number, if applicable
Description of the concern
Relevant dates
Photos or documentation, when applicable
Your preferred resolution, if appropriate
Complaints will be reviewed individually and handled as fairly and professionally as possible.
We ask customers to communicate respectfully. Threatening, abusive, discriminatory, or harassing communication toward Anchored Soul, Co. owners, employees, contractors, or representatives will not be tolerated.
7. Refund Requests
Refund requests should be submitted through email at admin@anchoredsoulco.com rather than through social media.
Customers should include:
Full name
Order number
Item(s) involved
Reason for the refund request
Photos, if applicable
Refund requests will be reviewed according to the Anchored Soul, Co. Return & Refund Policy.
Submitting a refund request does not automatically mean a refund will be approved.
Approved refunds will be processed according to the applicable payment method and refund policy.
8. Custom-Order Questions
Questions regarding Chrissy's Customs should be submitted through the designated custom-order form or by email.
Customers may contact us regarding:
Custom design ideas
Product options
Available colors
Materials
Personalization
Pricing
Design proofs
Production timelines
Order status
Changes to a custom request
Because custom products require individual preparation, customers should allow additional time for design communication and approval.
Customers are responsible for carefully reviewing their custom-order details and design proof before approving production.
Once a custom design has been approved and production has begun, changes may not be possible.
Please refer to the Chrissy's Customs Custom Order Policy for complete information.
9. Urgent Order Requests
Anchored Soul, Co. will make reasonable efforts to accommodate time-sensitive requests when possible.
However, we cannot guarantee expedited production or delivery unless an expedited option has been specifically offered and confirmed by Anchored Soul, Co.
Customers should contact us before placing an order if a product is needed by a specific date.
10. Communication About Delays
If Anchored Soul, Co. becomes aware of a significant delay affecting an order, we will make reasonable efforts to communicate the situation to the customer.
Delays may result from:
Product availability
Material shortages
Customization requirements
High order volume
Production issues
Weather
Carrier delays
Holidays
Circumstances outside our reasonable control
Customers will be provided with available information and potential options when appropriate.
11. Respectful Communication
Anchored Soul, Co. is committed to treating every customer with kindness and respect, and we expect the same in return.
We understand that customers may become frustrated when an issue occurs. We are willing to listen, investigate concerns, and work toward reasonable solutions.
However, communication containing threats, harassment, intimidation, discrimination, profanity directed at staff, or abusive behavior may result in communication being limited to written correspondence or discontinued when appropriate.
12. Privacy & Personal Information
Please avoid sending sensitive personal information through social-media comments or other public communication channels.
Anchored Soul, Co. handles customer information according to our Privacy Policy.
Customer information will only be requested when reasonably necessary to assist with an order, customer-service request, custom order, refund, exchange, or other legitimate business matter.
13. Communication Records
Anchored Soul, Co. may retain customer-service communications and related information as reasonably necessary for:
Order management
Customer service
Returns and refunds
Custom-order records
Business accounting
Dispute resolution
Legal or regulatory requirements
Improving customer service
Information will be handled according to our Privacy Policy.
14. Our Commitment to Customers
At Anchored Soul, Co., we know that good customer service is about more than answering messages. It is about creating an experience where customers feel valued.
We will do our best to:
Listen. Communicate. Respond. Resolve. Improve.
As a small business, every customer matters to us, and we appreciate your patience and understanding as we continue to grow.
Thank you for supporting Anchored Soul, Co.
With love,
Chrissy Bailey
Owner & Founder
Anchored Soul, Co.
Find your anchor. Know your worth. Walk in your purpose.