Support Policy

Effective Date: July 5, 2025
Website: https://joysticktales.com/

At Joystick Tales, we are committed to providing reliable and timely support to ensure a smooth experience for all users. This Support Policy outlines how you can contact us, what kind of support we provide, and how we handle support-related issues.

1. Support Availability

Our support team is available during the following hours:

Support Hours:
Monday – Friday
9:00 AM to 6:00 PM (GMT or specify your local time zone)

Support is not available on weekends or public holidays, but we aim to respond to all inquiries submitted during off-hours as soon as possible on the next business day.

2. Contacting Support

You can reach our support team through the following channels:

• Email Support: support@joysticktales.com

• Return Requests: returns@joysticktales.com

• Contact Form: Available on our Contact Us page

We aim to respond to all inquiries within 24–48 business hours.

3. Types of Support Provided

We offer assistance with the following:

• Order Issues (e.g., order status, tracking, refunds)

• Product Inquiries (e.g., specs, compatibility, availability)

• Account Support (e.g., login issues, profile updates)

• Technical Support (e.g., downloading digital goods, access problems)

• General Questions about our products, services, or policies

4. Support Limitations

Our support team does not provide assistance with:

• Customizing or modifying third-party products or software

• Troubleshooting issues unrelated to Joystick Tales or our services

• Issues involving unauthorized sellers or unofficial purchase channels

If you purchased from a third-party vendor or reseller, please contact them directly.

5. Response Time Expectations

While we aim to respond quickly, our typical response time is:

• General inquiries: 24–48 business hours

• Order or payment issues: 1–3 business days

• Technical issues: May vary depending on complexity

6. Escalation Process

If you feel your issue has not been resolved adequately:

1. Reply to your existing support thread with your concerns.

2. Request an escalation to a senior support team member.

3. We will review your case and respond within 2–3 business days.

7. User Responsibilities

To help us serve you efficiently, please:

• Include your order number and registered email when contacting support

• Provide clear descriptions and any relevant screenshots or files

• Be respectful and patient with our team

Abusive, threatening, or fraudulent behavior may result in denied support and/or account suspension.

8. Policy Updates

We may update this Support Policy periodically. Updates will be posted on this page, and continued use of our services after any changes indicates your acceptance of the revised policy.

9. Contact Us

For any support-related concerns, contact:

Email: support@joysticktales.com
Website: https://joysticktales.com