Customer Support

At YDCLEANER, we are dedicated to providing comprehensive and responsive customer support to ensure your experience with our eco-friendly cleaning products and OEM/ODM services is seamless. Whether you have questions about product usage, need assistance with an order, or require technical support for partnership inquiries, our team is here to help.

1. Support Channels & Availability

Email Support

  • General Inquiries: official@ydcleaner.com
  • OEM/ODM Partnerships: info@ydcleaner.com
  • Technical & Certification Questions: info@ydcleaner.com
Response Time: We aim to reply within 24 business hours (Mon–Fri, 9:00 AM–6:00 PM CST). For urgent matters, please include "URGENT" in the subject line.

Live Chat & Messaging

  • Website Chat: Click the chat icon on our official website for real-time assistance during business hours.
  • Social Media: Direct message us on Facebook or Instagram for quick queries. We typically respond within 12 hours.

Phone Support

  • China: +86-13599690966
  • Whatsapp: +86-13599690966
Hours: Mon–Fri, 9:00 AM–6:00 PM CST. Voicemails left outside these hours will be returned the next business day.

Self-Service Resources

  • FAQ Section: Visit our website’s FAQ page for answers to common questions about product ingredients, usage, and OEM processes.
  • Video Tutorials: Find how-to guides on YouTube (search [ydcleaner]) for product demonstrations and troubleshooting.

2. Service Offerings

For Individual Customers

  • Product Support:
    • Guidance on using eco-friendly cleaners for different surfaces (e.g., kitchen, bathroom, fabrics).
    • Safety information and first aid steps for accidental contact (e.g., eye/skin exposure).
  • Order Assistance:
    • Tracking order status, modifying delivery details, or requesting returns for defective products.
  • Feedback & Complaints:
    • We welcome your suggestions! Submit feedback through our contact to help us improve our products.

For OEM/ODM Partners

  • Technical Support:
    • Custom formula consultation (e.g., adjusting pH, scent, or consistency for specific markets).
    • Guidance on compliance with international standards (e.g., REACH, FDA, ECOCERT).
  • Production & Logistics:
    • Order tracking, production timeline updates, and shipping documentation assistance.
  • Post-Sales Service:
    • Replacement for defective batches, retesting reports, and long-term partnership maintenance.

3. Warranty & Returns

Product Warranty

  • All products come with a 3 day warranty against manufacturing defects. For OEM orders, warranty terms are specified in your partnership contract.
  • To request a warranty claim, email info@ydcleaner.com with your order number and detailed issue description.

Returns Process

  1. Contact Us: Notify us within 3 days of receipt to request a return authorization (RMA) number.
  2. Ship Products: Use the provided eco-friendly return label to send unused products in original packaging.
  3. Refund/Replacement: We will process refunds within 5 business days of receiving returned items, or ship replacements for defective products.

4. International Support

  • Multilingual Assistance: Our team supports English, Chinese, and basic Spanish for international inquiries. For other languages, please include translations in your messages.
  • Global Compliance: We provide region-specific documentation (e.g., customs forms, ingredient declarations) for international shipments.

5. How to Get Started

  1. Submit a Ticket: Use our online form to detail your request and receive a tracking number for follow-ups.
  2. Stay Connected: Follow us on social media for updates on product recalls, new releases, and support announcements.
We prioritize your satisfaction and are committed to resolving issues efficiently. For any questions not covered here, please don’t hesitate to reach out—we’re here to make your experience with our eco-friendly solutions as smooth as possible!