Contact

The one route: email

support@3rdeyesupply.com

Orders, returns, damaged parcels, payment questions and data requests all go there. It is the only support channel we run, and it keeps a written record of every return and dispute — which protects you as much as it protects us.

Put the subject line to work. It is how messages get sorted:

• Order #1234 — question. Anything about an order you have already placed.
• Order #1234 — damaged. Anything that arrived broken, wrong or incomplete.
• Return request. Before you post anything back.
• Data request. Anything about the personal data we hold on you.
• The Oracle. Access, limits, or a reading that went wrong.

What to put in the message

• Your order number if there is one, and the email address you used at checkout. The two together let us find the order without a round trip.
• What happened, in the order it happened, with dates where you have them.
• For a damaged or missing item, photographs of the item, the packaging and the shipping label. A picture of the label is often the whole case for a carrier claim.
• What you would like — a refund, a replacement, a different address, an answer. It saves a step if we know what outcome you are after.

Please do not send card numbers, passwords or identity documents. We never need them, and email is not a safe place for them.

When to expect a reply

We aim to answer within [FILL: response time] on business days, Monday to Friday, excluding US public holidays. Messages are answered in the order they arrive. Weekends and holidays queue up behind each other, so a Monday morning backlog is normal and is not a sign that nothing is happening.

Some things genuinely take longer, and we will say so when they do: carrier traces, customs enquiries, and supplier investigations into a missing parcel. We will give you a date by which we expect to know more, rather than leave you guessing.

If our stated window has passed and you have heard nothing, send a follow-up on the same thread. That is not rude, and it will not push you to the back of anything — it moves a message that has sunk.

Post, and notices

For anything that has to go by post — a statutory notice, a formal complaint, or a return we have authorised — the address is [FILL: business address]. That is the address for service on [FILL: registered business name], trading as 3rd Eye Supply, a sole proprietorship in Las Vegas, Nevada.

Please do not post a return until we have replied. Unannounced parcels, and parcels sent to the address printed on the shipping label — that is the supplier’s warehouse, often overseas — will not reach us. Returns & Refunds sets out the sequence.

EU responsible person

For products placed on the European Union market, the responsible economic operator established in the Union is [FILL: EU responsible person — name and postal address]. They can be contacted about product safety matters, and their details appear on the product or its packaging where the rules require it.

Payments and card disputes

Cards are processed by Stripe, and the charge appears on your statement as [FILL: statement descriptor]. If you see a charge you do not recognise, email us first with the date and the amount. A chargeback can take weeks to resolve and freezes the order in the meantime; we can usually identify a charge in one email and, if something has gone wrong, refund it directly.

Before you write

Three pages answer most of what lands in the inbox. Shipping & Delivery covers dispatch times, delivery estimates, split parcels, tracking that has gone quiet, and who pays import VAT and duty. Returns & Refunds covers the window, return postage, hygiene exclusions and the EU right of withdrawal. Terms of Sale covers the contract, what our metaphysical language does and does not claim, and the limits of the Oracle.