Customer Service Policy – GoPrv
At GoPrv, we believe exceptional customer service is as important as the quality of our action cameras and accessories. Whether you have a question before purchasing, need help with an order, or want to troubleshoot a product, our team is here to support you every step of the way. This Customer Service Policy outlines our commitment to you and the ways we’ll assist with your needs.
1. Scope of Service
Our customer service team is ready to help with a wide range of inquiries, including but not limited to:
- Pre-purchase questions: Details about product features (e.g., waterproof ratings, stabilization technology), compatibility with accessories, or recommendations for your specific needs (e.g., “Which camera is best for surfing?”).
- Order support: Tracking updates, address changes (if requested before shipment), or status checks for pending, shipped, or returned orders.
- Post-purchase assistance: Guidance on setting up your camera, troubleshooting technical issues (e.g., connectivity problems, battery performance), or help with returns and refunds (as outlined in our Refund Policy).
- General inquiries: Questions about our policies (Shipping, Terms of Purchase, etc.) or feedback about your experience with GoPrv.
2. Contact Channels & Response Times
The primary way to reach our customer service team is via email:
We’re committed to timely, helpful responses:
- For general questions or pre-purchase inquiries: You can expect a reply within 24–48 business hours.
- For urgent matters (e.g., lost packages, damaged deliveries, or order issues): We prioritize these and aim to respond within 12–24 business hours.
- For complex technical support: Our team may need additional time to research solutions, but we’ll acknowledge your inquiry within 24 hours and provide a detailed update within 48 hours.
3. Our Service Commitments
- Transparency: We’ll provide clear, honest information—whether that’s explaining why a product is out of stock, outlining the steps for a return, or setting realistic expectations for resolution times.
- Empathy: We understand that issues like delayed shipments or technical glitches can be frustrating. Our team will listen to your concerns and work to find a solution that works for you.
- Expertise: Our representatives are trained on all GoPrv products and policies. If they don’t have an answer right away, they’ll escalate your inquiry to a specialist and follow up with you promptly.
- Follow-through: Once we agree on a solution (e.g., processing a refund, sending a replacement part), we’ll keep you updated until the issue is fully resolved.
4. How to Help Us Assist You
To ensure we can help you as efficiently as possible, please include the following information when contacting us:
- Your full name and order number (if applicable).
- A clear description of your inquiry or issue (e.g., “My camera won’t connect to Wi-Fi” or “I haven’t received my tracking number”).
- Relevant details (e.g., photos of a damaged product, dates of correspondence with carriers) to help us understand the situation.
5. Feedback
We’re always looking to improve our customer service. If you have feedback about your experience—whether positive or constructive—please share it with us at [email protected]. Your input helps us refine our processes and better serve our community of adventurers.
At GoPrv, we don’t just sell action cameras—we stand behind them, and behind you. Whether you’re gearing up for your first adventure or troubleshooting mid-journey, we’re here to ensure your experience with us is as smooth as your footage.
Last updated: July 22, 2025