Contact us

No matter what needs you encounter during your shopping journey at Polemoch's online grocery store, you can contact us through the following channels. We will provide professional and timely service to resolve your issues.
You can contact us for:
Product Inquiry: You need detailed information about a specific grocery item (such as the weight capacity of a storage box, the material of cleaning tools, or the size of a decorative ornament), or you're unsure if the item is suitable for your needs and need professional advice.
Order Status Inquiry: After placing an order, you need to check the shipping status and logistics history, or you encounter an order anomaly (such as a successful payment but the order is not generated) and need verification and resolution.
After-Sales Support: If you receive a damaged, wrongly shipped, or missing item, or are dissatisfied with the item and need a return or exchange, we may be able to assist you with the after-sales process.
Feedback: If you have suggestions for the store's product selection, website experience, or service process, or would like to recommend a favorite grocery category, we would be happy to share your thoughts with you.
Official Customer Service Email: service@polemoch.com
We promise to respond within 2 hours of receiving your email between 9:00 AM and 6:00 PM on weekdays to ensure your questions are answered quickly. Inquiries submitted during non-business hours (including weekends and holidays) will be prioritized by 9:30 AM the following day to avoid long waits.
When sending emails, please include "Inquiry Type + Order Number (if applicable)" (e.g., "After-Sales Processing - Order Number P2025XXXX") to help us quickly identify the issue and resolve it efficiently.

Special Note: If you still have unresolved questions after our email communication or need further confirmation on the progress, please email us again 24 hours after the initial email. We will escalate and follow up to ensure every request is fully addressed.
If you subsequently open customer service channels such as phone or online chat, or would like to add "After-Sales Process Guidelines" to the "Contact Us" section, please let me know and I will promptly update the content.