Customer Service Policy for Ouraringn

At Ouraringn, we are dedicated to providing exceptional support to every user of our Smart Ring for Fitness, Stress, Sleep & Health. This Customer Service Policy outlines the scope of our support, communication channels, response timelines, and how we address your inquiries, concerns, and issues—ensuring a smooth and satisfying experience throughout your journey with us. By engaging with our customer service team, you acknowledge and agree to the terms of this policy, as well as our Terms of Use, Terms of Purchase, and other applicable site policies.

1. Scope of Customer Service Support

Our customer service team is here to assist you with a wide range of needs related to your Ouraringn experience. We provide support for the following:

Pre-Purchase Inquiries: Questions about the Smart Ring’s features (e.g., fitness tracking capabilities, stress monitoring technology, sleep analysis), compatibility with devices (e.g., smartphones, operating systems), pricing (in USD), and order placement process.
Order-Related Support: Updates on order status (e.g., processing, shipped), assistance with order modifications or cancellations (per our Shipping Policy), and help with tracking shipments (using the tracking number provided in your shipping confirmation email).
Product Setup & Usage: Guidance on setting up the Smart Ring (e.g., pairing with your device, downloading the companion app), troubleshooting basic usage issues (e.g., syncing data, battery life), and explanations of how to interpret health metrics (e.g., sleep stages, HRV for stress).
Returns & Refunds: Assistance with initiating return requests (per our Refund Policy), providing Return Authorization (RA) numbers, and updating you on the status of refund processing (5-10 business days after product inspection).
Defective or Damaged Products: Support for reporting defective items (e.g., non-functional sensors, physical damage upon delivery), arranging replacements (for eligible cases), and addressing warranty-related questions (see Section 4 for warranty support details).
General Feedback & Suggestions: Listening to your feedback on our products, services, or website—and using it to improve your experience with Ouraringn.

We do not provide medical advice or interpretations of health data as a substitute for professional healthcare. For medical concerns related to the metrics tracked by the Smart Ring, please consult a qualified healthcare provider.

2. Communication Channels

We offer the following primary channel for customer service support, designed to ensure efficient and clear communication:

Email Support: The fastest and most reliable way to reach our team is via email at [email protected]. When contacting us, please include the following information (where applicable) to help us resolve your issue quickly:
Your full name (as it appears on your order or account).
Order number (for order-related inquiries).
Registered email address (linked to your Ouraringn account).
Clear description of your issue or question (e.g., “Order #12345 not showing tracking updates” or “Smart Ring won’t pair with my iPhone”).
Photos or videos (if applicable) to illustrate the issue (e.g., damaged packaging, error messages on the app).

At this time, we do not offer phone support or live chat. However, we continuously evaluate our support channels to meet user needs—any updates to communication options will be posted on our website and this policy.

3. Response Timelines

We prioritize timely responses to ensure your concerns are addressed as quickly as possible. Our standard response timelines are as follows:

Initial Acknowledgment: We will send an automated acknowledgment email within 1 hour of receiving your inquiry, confirming that we have received your message and are working on a response.
Full Response: Our customer service team will provide a detailed, personalized response within 1-2 business days (Monday to Friday, excluding weekends and public holidays). For complex issues (e.g., investigating a lost shipment, resolving a delayed refund), we may need additional time (up to 3 business days) to gather information from our warehouse or carrier—but we will update you on the progress every 24 hours until the issue is resolved.

Please note that response times may be slightly longer during peak periods (e.g., holiday seasons, product launches) due to higher inquiry volumes. We will notify you of any expected delays via our website or email.

4. Warranty Support

The Ouraringn Smart Ring comes with a standard manufacturer’s warranty (12 months from the date of delivery), covering defects in materials and workmanship. Our customer service team provides the following warranty-related support:

Warranty Eligibility Checks: Verifying if your product is still under warranty (using your order date or proof of purchase).
Warranty Claims: Assisting with filing warranty claims for eligible issues (e.g., sensor failure within 12 months of delivery), including guiding you through the process of returning the defective product (with a prepaid shipping label, when applicable) and arranging for a replacement.
Warranty Exclusions: Clarifying situations not covered by the warranty (e.g., damage from accidental drops, improper use, or unauthorized modifications) and providing alternative solutions (e.g., paid repair options, if available).

To initiate a warranty claim, contact us at [email protected] with your order number, photos of the defect, and a description of the issue. Our team will review your claim within 1-2 business days and notify you of the next steps.

5. Issue Resolution Process

We follow a structured process to resolve your concerns efficiently and fairly:

Inquiry Receipt: Your email is logged into our customer service system, and we assign it to a team member with expertise in your issue (e.g., order support, product troubleshooting).
Assessment & Response: We review your inquiry, gather any necessary information (e.g., checking order status with our warehouse, consulting our technical team for product issues), and provide a clear response with actionable steps (e.g., “We’ve resent your tracking link to your email” or “Please return the defective ring using RA #56789”).
Follow-Up: If your issue requires multiple steps (e.g., waiting for a return to be received), we will follow up with you at key stages (e.g., “We received your returned ring and will inspect it within 2 days”).
Resolution Confirmation: Once your issue is resolved (e.g., refund processed, replacement shipped), we send a final confirmation email to ensure you are satisfied with the outcome.

If you are not satisfied with the initial resolution, you may reply to the same email thread to request further assistance. We will escalate your case to a senior customer service representative for review and provide an updated solution within 2 business days.

6. Customer Service Hours

Our customer service team operates during the following hours (Eastern Time, ET):

Monday to Friday: 9:00 AM – 6:00 PM ET
Weekends and Public Holidays: Closed

Inquiries sent outside of these hours will be processed on the next business day. For example, an email sent on Saturday evening will be acknowledged on Monday morning, with a full response by Tuesday at the latest.

7. Updates to This Policy

We may update this Customer Service Policy from time to time to reflect changes in our support processes, communication channels, or user needs. Any updates will be posted on our website with a revised “Last Updated” date at the top of this page. Your continued use of our customer service support after the update constitutes your acceptance of the revised policy. We recommend reviewing this policy periodically to stay informed of how we can assist you.

8. Feedback on Customer Service

We value your feedback on our customer service experience. If you have suggestions for how we can improve our support (e.g., faster response times, additional communication channels), please share them via email at [email protected] with the subject line “Customer Service Feedback.” Your input helps us enhance our support for all Ouraringn users.