Service Policy

1. Service Overview

At ThermoCarry, we are committed to providing exceptional service for all your thermos and insulated container needs. This policy outlines our service standards, procedures, and commitments to ensure your complete satisfaction with our products and services.

2. Customer Support Services

2.1 Contact Methods

• Email: ask@thermocarry.com
• Phone: +61294179182
• Address: 50 Mabel St, North Willoughby NSW 2068, Australia

2.2 Support Hours

Our customer support team is available:

• Monday to Friday: 9:00 AM - 6:00 PM AEST
• Saturday: 10:00 AM - 4:00 PM AEST
• Sunday: Closed

3. Product Services

3.1 Available Services

• Thermos component replacement
• Insulation system restoration
• Lid and seal replacement
• Cleaning and maintenance
• Performance testing
• Accessory replacement

3.2 Service Timeframes

Standard service times:

• Initial assessment: 1-2 business days
• Minor repairs: 3-5 business days
• Major repairs: 7-14 business days
• Custom modifications: 14-21 business days

4. Warranty Services

4.1 Standard Warranty

All new products purchased from ThermoCarry include:

• 30-day satisfaction guarantee
• 12-month warranty against manufacturing defects
• Free component replacement for missing pieces (reported within 7 days of purchase)

4.2 Extended Warranty

Optional extended warranty services include:

• 24-month extended protection
• Priority repair service
• Free replacement of worn components
• Annual maintenance check

5. Specialized Services

5.1 Product Customization

• Custom color applications
• Personalized engraving
• Corporate branding
• Custom capacity modifications
• Specialized accessories

5.2 Professional Services

• Bulk order management
• Corporate account services
• Product training sessions
• Maintenance workshops

6. Service Pricing

6.1 Assessment Fees

• Basic assessment: Free
• Detailed inspection: $25
• Expert consultation: $45

6.2 Repair Costs

• Minor repairs: $20-35
• Major repairs: $45-120
• Custom work: Quoted per project

7. Quality Assurance

Our commitment to quality includes:

• Professional assessment of all repairs
• Quality testing before return
• Photographic documentation of repairs
• Satisfaction guarantee on all services
• Follow-up quality checks

8. Service Requests

8.1 How to Request Service

1. Contact our support team via phone or email
2. Describe the service needed
3. Receive a preliminary assessment
4. Schedule service appointment if needed
5. Approve service quote

8.2 Required Information

• Product model and serial number
• Purchase date and location
• Detailed description of issues
• Photos of damaged components
• Preferred service timeline

9. Service Guarantees

We stand behind our services with:

• 30-day warranty on repairs
• Satisfaction guarantee
• Price match on comparable services
• Professional workmanship
• Genuine parts and materials

10. Updates to Service Policy

ThermoCarry reserves the right to modify this Service Policy at any time. Changes will be effective immediately upon posting to our website. Continued use of our services following any changes indicates your acceptance of the new terms.

For questions about our Service Policy, please contact our customer support team.