## Section 1 — Ordering & payment
Q: What payment methods do you accept?
A: We accept {PAYMENT_METHODS — e.g., Visa, Mastercard, Amex, PayPal, Apple Pay, Google Pay, Shop Pay}. All payment is processed securely through Shopify Payments and we never store your card details.
Q: Is my payment information secure?
A: Yes. All transactions are encrypted via SSL and processed through {PAYMENT_PROCESSORS — e.g., Shopify Payments and PayPal}, both of which are PCI-DSS compliant.
Q: Can I modify or cancel my order after placing it?
A: We process orders within {PROCESSING_DAYS — e.g., 1-2 business days}. If you need to modify or cancel, email us at {SUPPORT_EMAIL} as soon as possible. Once an order has shipped, we can't change it — but you can return it under our {RETURN_POLICY_LINK_TEXT}.
Q: Do you offer discounts for first-time buyers?
A: {DISCOUNT_POLICY — e.g., Yes, sign up for our email list and we'll send a {DISCOUNT_PERCENT}% off code for your first order / Not currently — we keep prices low year-round instead of running new-customer discounts}.
## Section 2 — Shipping
Q: How long does shipping take?
A: We process orders within {PROCESSING_DAYS — e.g., 1-2 business days}. Standard domestic delivery is {DOMESTIC_DELIVERY — e.g., 3-7 business days}. International orders typically arrive in {INTERNATIONAL_DELIVERY — e.g., 10-21 business days}. See our full {SHIPPING_POLICY_LINK_TEXT} for details by region.
Q: How much does shipping cost?
A: {SHIPPING_COST_ANSWER — e.g., Shipping is calculated at checkout based on weight and destination / Flat ${FLAT_RATE} per order / Free on domestic orders over ${FREE_THRESHOLD}}.
Q: Do you ship internationally?
A: {INTERNATIONAL_SHIPPING_ANSWER — e.g., Yes, we ship to {SHIPPING_REGIONS} / Not currently — we only ship within {DOMESTIC_REGION}}.
Q: Where's my order?
A: Once your order ships, you'll receive a tracking email. If you can't find the email, check your spam folder first, then email us at {SUPPORT_EMAIL} with your order number.
## Section 3 — Returns & refunds
Q: What's your return policy?
A: You have {RETURN_WINDOW_DAYS — e.g., 30} days from delivery to request a return. Items must be in original condition. See our full {RETURN_POLICY_LINK_TEXT} for details, including what's non-returnable and how to start a return.
Q: Do I have to pay for return shipping?
A: {RETURN_SHIPPING_ANSWER — e.g., You're responsible for return shipping costs unless the item arrived damaged or defective / We cover return shipping on defective items; buyer covers return shipping on changes-of-mind / All returns ship free — we provide a prepaid label}.
Q: How long do refunds take?
A: Once we receive and inspect your return (usually within {INSPECTION_DAYS — e.g., 2} business days of arrival), we process the refund. It typically appears on your statement within {REFUND_DAYS — e.g., 5-10} business days, depending on your bank.
Q: Can I exchange instead of returning?
A: {EXCHANGE_ANSWER — e.g., The fastest way is to return the original and place a new order for the replacement / Yes, email us at {SUPPORT_EMAIL} with your order number and the replacement item / Exchanges follow the same process as returns — see the {RETURN_POLICY_LINK_TEXT}}.
## Section 4 — Products
Q: How do I find my size?
A: {SIZING_ANSWER — e.g., Each product page has a size guide link below the size selector / We use standard US sizing across our product line / Email us your measurements and we'll help you pick}. If you're between sizes, {SIZING_BETWEEN_SIZES — e.g., we recommend sizing up / down for a snugger fit}.
Q: Is this in stock?
A: All products shown on our site are in stock unless marked otherwise. {OUT_OF_STOCK_HANDLING — e.g., Sold-out items will show 'Out of stock' on the product page; you can join the waitlist to be notified when restocked}.
Q: Are your products {CATEGORY_QUESTION — e.g., vegan / organic / handmade / made in the USA / sustainably sourced}?
A: {CATEGORY_ANSWER — be specific and accurate; only claim what you can substantiate. See note in explanation below.}
Q: How do I care for {PRODUCT_CATEGORY}?
A: {CARE_INSTRUCTIONS — e.g., Care instructions are on the product label and on each product page under 'Care' / Hand wash cold; air dry; do not bleach / See our care guide at {CARE_GUIDE_URL}}.
## Section 5 — Account & login
Q: Do I need to create an account to order?
A: No. You can check out as a guest. Creating an account is optional and lets you track orders, save addresses, and view order history.
Q: I forgot my password — how do I reset it?
A: Click 'Sign in' at the top of the page, then 'Forgot password.' Enter your email and we'll send a reset link. The link expires in {RESET_LINK_HOURS — e.g., 24} hours.
Q: How do I view my order history?
A: Sign in at {STORE_URL}/account. All your past orders, tracking, and order details are there.
Q: Can I update my email address or shipping address?
A: Yes — sign in to your account and update under 'Profile' or 'Addresses.' Note that this won't change shipping for orders that have already been placed.
## Section 6 — Contact & support
Q: How do I contact you?
A: Email us at {SUPPORT_EMAIL} or use the contact form at {STORE_URL}/pages/contact. We typically reply within {RESPONSE_TIME — e.g., 1 business day}.
Q: What are your business hours?
A: We respond to messages {BUSINESS_HOURS — e.g., Monday through Friday, 9am-5pm {TIMEZONE} / Anytime — typically within {RESPONSE_TIME} during business days}.
Q: Do you offer live chat?
A: {LIVE_CHAT_ANSWER — e.g., Yes, look for the chat widget in the bottom-right corner / Not currently — email is the fastest way to reach us}.
Q: Where are you located?
A: {STORE_NAME} is based in {CITY}, {COUNTRY}. We've been operating since {YEAR_FOUNDED}.