Here are a few of the frequently asked questions. To provide you with the best customer experience, your feedback is greatly encouraged. If you have any questions please send us an email at email@example.com
WHERE DO YOU SHIP FROM?
We ship from our strategic partners located globally to ensure that we are dealing with the best manufacturer and highest quality item
WHY CAN'T I ORDER DIRECTLY FROM SOUTH AFRICA?
Our postal services usually detain items or it results in waiting over 45 days or charge excessive customs for your product. We do bring in stock monthly and are happy to ship your items to you then customs free!
HOW LONG WILL IT TAKE FOR MY ITEMS TO ARRIVE?
It will usually take 2 to 4 business days to process the orders (or once payment reflects), and then we dispatch your order. Shipping times vary from product-to-product; based on demand and shipping location. Likely your products will arrive between 5 & 25 days from order processing.
HOW LONG WILL IT TAKE TO RECEIVE A TRACKING NUMBER?
It will take usually between 1-2 business days.
WHERE CAN I PLACE AN ORDER FROM?
Currently we only ship to So USA, UK, EUROPE, CANADA, AUSTRALIA, NEW ZEALAND. SOUTH AFRICA is open to ship selected items (Please enquire). If you wish something shipped outside the mentioned countries please contact us.
IS SHIPPING REALLY FREE?
Yes, shipping is FREE!
WHERE IS YOU COMPANY LOCATED?
We are a South African based company with High-Quality vendor contacts in USA, Europe and China.
WHICH CURRENCY WILL I BE CHARGED IN?
We process all orders in USD. While the content of the cart is displayed in several currencies, you will checkout using the USD at the most current exchange rate.
WILL I RECEIVE A CONFIRMATION NUMBER WHEN I PLACE MY ORDER?
Yes, all customers will receive an order number after placing their orders. Please contact us if you don't receive one within 24 hours.
WHO CAN I CONTACT IF I HAVE A PROBLEM WITH MY ORDER?
All inquiries can be forwarded firstname.lastname@example.org or you can click on the chat now button on the our website.
HOW CAN I PAY?
We accept all Major Credit Cards Mastercard and Visa.
IS CHECKOUT ON THIS SITE SAFE AND SECURE?
You can be rest assured that all purchases here are safe and secure.
IF I ENTER MY EMAIL ADDRESS WILL YOU SELL MY INFORMATION?
We do not sell any customer information. Emails are strictly for follow-up and to send newsletters of our promotions and coupons for discounts.
WILL I (THE CUSTOMER) HAVE TO PAY CUSTOMS?
For most countries listed above you will not have to pay customs, but it depends where are you located. If you are in South Africa, please contact our KimsyBear agents via Instagram or Webchat so we can order on your behalf and sort your customs.
We allow a KimsyBear.com store credit to the original purchase value of your item, but unfortunately no refund or exchanges.
Should your item received, be damaged on arrival, please let us know within 5 (five) days of delivery by sending us an email or WhatsApp with the reason plus photos or video attached. This will speed up the process in assisting you with your issue.
If the product is opened or used like your face masks, lashes, cleansers, or baby feeding, clothing and changing items, unfortunately there is a no return and no refund policy.
✔ Items should be unworn, unwashed, undamaged, and unaltered to be eligible for returns/exchanges.
✔ We don’t offer Free Return Shipping nor do we provide refunds for any fees that may result from shipping a Return.
✔ All ITEMS purchased at Kimsybear are final sales and cannot be exchanged or returned for a refund. 1. If your order doesn't include any promotions or discounts, you will receive a full store credit refund for the items, equal to the price shown on our site (Item's original price).
2. If your order includes promotions or discounts, the calculated price you've paid for the item is adjusted accordingly. This will lead to differences in the Refund's amount, from the Original Cost of the items.
3. If you are not satisfied with the items in your order and wish to return them for a refund, please follow the steps in accordance with our Return Policy. We can only process returns that adhere to this policy.
4. The Order's Shipping Fee won't be included in refunds. We also don't offer Free Return Shipping nor do we provide refunds for any fees that may have resulted from shipping the returned items.
PLEASE NOTE: Returns to our factory will be at your cost
Additional non-returnable items: - Gift cards - Other health and personal care items
Please contact us at email@example.com, should you have any further queries.
Sale items Sale items cannot be exchanged or refunded.
Exchanges We only replace items if they are defective or damaged when received. If you need to exchange it for the same item, send us an email at firstname.lastname@example.org and we will share details to finalised this process as soon as possible.
Gifts If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your item.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send the store credit to the gift giver.
Shipping We ship globally for FREE if your purchase is over 99USD. Unfortunately, we do not ship to India and Ukraine. If you would like to confirm if we ship to your country, Please do e mail us on email@example.com or chat to us online
Depending on where you live, the time it will take for your product to reach you, may vary. Our shipping takes between 5 (five) to 25 (twenty five) business days to reach you.
Please note we are not responsible for packages once they have been delivered to your mailbox or left at your address. Please make sure you are shipping to a secure location. Please contact your local Post Office for any issues with your package once marked "delivered".
You are responsible for entering the correct delivery address for your package. Any returned packages will be subject to returned shipping fees that we incur from the Post Office.
Please note that if you do not enter the correct billing address that is on file with your bank, we will not ship your order until further verification is obtained. This is to prevent credit card fraud and protect us and our customers.
Processing time Most orders are quickly processed and sent from our warehouse within 1-3 business day, however on occasion, it may take up to 5 business days if your payment has not reflected on our side. You will receive an email with a tracking number once your item has shipped.
When will I receive my order? Orders are shipped out directly from any of our many domestic & international warehouses and they will do everything they can to get you your order as fast as they can! Our shipping takes between 5 (five) to 25 (twenty five) business days to reach you.
What happens if my package gets lost or stuck in the mail? If an order gets sent back or even lost during the delivery process, we apologize! The postal service is out of our control. However, in cases like this, because the packages are insured, we will send you a new package with quicker shipping and full tracking, if possible.
Will I be charged for customs and taxes? We try our best for you not to be charged however, because of increasingly strict customs inspection, it happens randomly. KimsyBear has no control over these charges and we won't be able to give you an estimate on what the cost may be, as customs policies and import duties vary widely from country to country. As per our policy, customers need to afford these charges, so please contact the local customs office to get your parcel first. If you do not, there is a high possibility that your parcel be destroyed but not returned. If you need any help for invoice to get your package, please contact us.
Shipping to specific countries We are proud to offer international shipping services. However, there are some locations we are unable to ship to, such as India and Ukraine. If you happen to be from one of those countries we will contact you.
Shipping time Shipping time varies location to location. These are estimates:
5-15 Business days
5-15 Business days
5-15 Business days
5-15 Business days
5-15 Business days
5-15 Business days
5-15 Business days
14-25 Business days
Tracking information You will receive an email with a tracking number once your order is shipped. Please do not hesitate to contact us for more information.
If you have any other questions, please contact us and we will do our best to assist you.
Personal information we collect When you visit the Site, we automatically collect certain information about your device, including information about your web browser, IP address, time zone, and some of the cookies that are installed on your device. Additionally, as you browse the Site, we collect information about the individual web pages or products that you view, what websites or search terms referred you to the Site, and information about how you interact with the Site. We refer to this automatically-collected information as “Device Information”.
We collect Device Information using the following technologies: - “Cookies” are data files that are placed on your device or computer and often include an anonymous unique identifier. For more information about cookies, and how to disable cookies, visit http://www.allaboutcookies.org. - “Log files” track actions occurring on the Site, and collect data including your IP address, browser type, Internet service provider, referring/exit pages, and date/time stamps. - “Web beacons”, “tags”, and “pixels” are electronic files used to record information about how you browse the Site.
Additionally when you make a purchase or attempt to make a purchase through the Site, we collect certain information from you, including your name, billing address, shipping address, payment information (including credit card numbers, email address, and phone number. We refer to this information as “Order Information”.
How do we use your personal information? We use the Order Information that we collect generally to fulfill any orders placed through the Site (including processing your payment information, arranging for shipping, and providing you with invoices and/or order confirmations). Additionally, we use this Order Information to: - Communicate with you; - Screen our orders for potential risk or fraud; and - When in line with the preferences you have shared with us, provide you with information or advertising relating to our products or services.
We use the Device Information that we collect to help us screen for potential risk and fraud (in particular, your IP address), and more generally to improve and optimize our Site (for example, by generating analytics about how our customers browse and interact with the Site, and to assess the success of our marketing and advertising campaigns).
Sharing you personal Information We share your Personal Information with third parties to help us use your Personal Information, as described above. For example, we use Shopify to power our online store--you can read more about how Shopify uses your Personal Information here: https://www.shopify.com/legal/privacy.
We also use Google Analytics to help us understand how our customers use the Site -- you can read more about how Google uses your Personal Information here: https://www.google.com/intl/en/policies/privacy/. You can also opt-out of Google Analytics here: https://tools.google.com/dlpage/gaoptout.
Finally, we may also share your Personal Information to comply with applicable laws and regulations, to respond to a subpoena, search warrant or other lawful request for information we receive, or to otherwise protect our rights.
Behavioural advertising As described above, we use your Personal Information to provide you with targeted advertisements or marketing communications we believe may be of interest to you. For more information about how targeted advertising works, you can visit the Network Advertising Initiative’s (“NAI”) educational page at http://www.networkadvertising.org/understanding-online-advertising/how-does-it-work.
You can opt out of targeted advertising by using the links below: - Facebook: https://www.facebook.com/settings/?tab=ads - Google: https://www.google.com/settings/ads/anonymous - Bing: https://advertise.bingads.microsoft.com/en-us/resources/policies/personalized-ads
Additionally, you can opt out of some of these services by visiting the Digital Advertising Alliance’s opt-out portal at: http://optout.aboutads.info/.
Do not track Please note that we do not alter our Site’s data collection and use practices when we see a Do Not Track signal from your browser.
Your rights If you are a European resident, you have the right to access personal information we hold about you and to ask that your personal information be corrected, updated, or deleted. If you would like to exercise this right, please contact us through the contact information below.
Additionally, if you are a European resident we note that we are processing your information in order to fulfill contracts we might have with you (for example if you make an order through the Site), or otherwise to pursue our legitimate business interests listed above. Additionally, please note that your information will be transferred outside of Europe, including to Canada and the United States.
Data retention When you place an order through the Site, we will maintain your Order Information for our records unless and until you ask us to delete this information.
Minors The Site is not intended for individuals under the age of 18. If you are under the age of 18, please seek permission from the credit card holder before using the payment system.
Contact us For more information about our privacy practices, if you have questions, or if you would like to make a complaint, please contact us by e‑mail at firstname.lastname@example.org
KimsyBear [Re: Privacy Compliance Officer]
TERMS OF SERVICE
This website is operated by KimsyBear. Throughout the site, the terms “we”, “us” and “our” refer to KimsyBear. KimsyBear offers this website, including all information, tools and services available from this site to you, the user, conditioned upon your acceptance of all terms, conditions, policies and notices stated here.
By visiting our site and/ or purchasing something from us, you engage in our “Service” and agree to be bound by the following terms and conditions (“Terms of Service”, “Terms”), including those additional terms and conditions and policies referenced herein and/or available by hyperlink. These Terms of Service apply to all users of the site, including without limitation users who are browsers, vendors, customers, merchants, and/ or contributors of content.
Please read these Terms of Service carefully before accessing or using our website. By accessing or using any part of the site, you agree to be bound by these Terms of Service. If you do not agree to all the terms and conditions of this agreement, then you may not access the website or use any services. If these Terms of Service are considered an offer, acceptance is expressly limited to these Terms of Service.
Any new features or tools which are added to the current store shall also be subject to the Terms of Service. You can review the most current version of the Terms of Service at any time on this page. We reserve the right to update, change or replace any part of these Terms of Service by posting updates and/or changes to our website. It is your responsibility to check this page periodically for changes. Your continued use of or access to the website following the posting of any changes constitutes acceptance of those changes.
Our store is hosted on Shopify Inc. They provide us with the online e-commerce platform that allows us to sell our products and services to you.
SECTION 1 - ONLINE STORE TERMS By agreeing to these Terms of Service, you represent that you are at least the age of majority in your state or province of residence, or that you are the age of majority in your state or province of residence and you have given us your consent to allow any of your minor dependents to use this site. You may not use our products for any illegal or unauthorized purpose nor may you, in the use of the Service, violate any laws in your jurisdiction (including but not limited to copyright laws). You must not transmit any worms or viruses or any code of a destructive nature. A breach or violation of any of the Terms will result in an immediate termination of your Services.
SECTION 2 - GENERAL CONDITIONS We reserve the right to refuse service to anyone for any reason at any time. You understand that your content (not including credit card information), may be transferred unencrypted and involve (a) transmissions over various networks; and (b) changes to conform and adapt to technical requirements of connecting networks or devices. Credit card information is always encrypted during transfer over networks. You agree not to reproduce, duplicate, copy, sell, resell or exploit any portion of the Service, use of the Service, or access to the Service or any contact on the website through which the service is provided, without express written permission by us. The headings used in this agreement are included for convenience only and will not limit or otherwise affect these Terms.
Responsibility KimsyBear takes responsibility for all aspects relating to the transaction including sale of goods and services sold on this website, customer service and support, dispute resolution and delivery of goods.
SECTION 3 - ACCURACY, COMPLETENESS AND TIMELINESS OF INFORMATION We are not responsible if information made available on this site is not accurate, complete or current. The material on this site is provided for general information only and should not be relied upon or used as the sole basis for making decisions without consulting primary, more accurate, more complete or more timely sources of information. Any reliance on the material on this site is at your own risk. This site may contain certain historical information. Historical information, necessarily, is not current and is provided for your reference only. We reserve the right to modify the contents of this site at any time, but we have no obligation to update any information on our site. You agree that it is your responsibility to monitor changes to our site.
SECTION 4 - MODIFICATIONS TO THE SERVICE AND PRICES Prices for our products are subject to change without notice. We reserve the right at any time to modify or discontinue the Service (or any part or content thereof) without notice at any time. We shall not be liable to you or to any third-party for any modification, price change, suspension or discontinuance of the Service.
SECTION 5 - PRODUCTS OR SERVICES (if applicable) Certain products or services may be available exclusively online through the website. These products or services may have limited quantities and are subject to return or exchange only according to our Return Policy. We have made every effort to display as accurately as possible the colors and images of our products that appear at the store. We cannot guarantee that your computer monitor's display of any color will be accurate. We reserve the right, but are not obligated, to limit the sales of our products or Services to any person, geographic region or jurisdiction. We may exercise this right on a case-by-case basis. We reserve the right to limit the quantities of any products or services that we offer. All descriptions of products or product pricing are subject to change at anytime without notice, at the sole discretion of us. We reserve the right to discontinue any product at any time. Any offer for any product or service made on this site is void where prohibited. We do not warrant that the quality of any products, services, information, or other material purchased or obtained by you will meet your expectations, or that any errors in the Service will be corrected.
SECTION 6 - ACCURACY OF BILLING AND ACCOUNT INFORMATION We reserve the right to refuse any order you place with us. We may, in our sole discretion, limit or cancel quantities purchased per person, per household or per order. These restrictions may include orders placed by or under the same customer account, the same credit card, and/or orders that use the same billing and/or shipping address. In the event that we make a change to or cancel an order, we may attempt to notify you by contacting the e‑mail and/or billing address/phone number provided at the time the order was made. We reserve the right to limit or prohibit orders that, in our sole judgment, appear to be placed by dealers, resellers or distributors.
You agree to provide current, complete and accurate purchase and account information for all purchases made at our store. You agree to promptly update your account and other information, including your email address and credit card numbers and expiration dates, so that we can complete your transactions and contact you as needed.
Payment options accepted Payment may be made via Visa and MasterCard.
Card acquiring and security Card transactions will be acquired for KimsyBear via PayGate (Pty) Ltd who are the approved payment gateway for all South African Acquiring Banks. PayGate uses the strictest form of encryption, namely Secure Socket Layer 3 (SSL3) and no Card details are stored on the website. Users may go to www.paygate.co.za to view their security certificate and security policy.
Customer details separate from card details Customer details will be stored by KimsyBear separately from card details which are entered by the client on PayGate’s secure site. For more detail on PayGate refer to www.paygate.co.za.
Merchant Outlet country and transaction currency The merchant outlet country at the time of presenting payment options to the cardholder is South Africa. Transaction currency is South African Rand (ZAR) but displayed in USD (Unites States Dollar) at the appropriate exchange rate for the transaction per the time of the transaction.
For more detail, please review our Returns Policy for returns. https://kimsybear.com/policies/refund-policy
SECTION 7 - OPTIONAL TOOLS We may provide you with access to third-party tools over which we neither monitor nor have any control nor input. You acknowledge and agree that we provide access to such tools ”as is” and “as available” without any warranties, representations or conditions of any kind and without any endorsement. We shall have no liability whatsoever arising from or relating to your use of optional third-party tools. Any use by you of optional tools offered through the site is entirely at your own risk and discretion and you should ensure that you are familiar with and approve of the terms on which tools are provided by the relevant third-party provider(s). We may also, in the future, offer new services and/or features through the website (including, the release of new tools and resources). Such new features and/or services shall also be subject to these Terms of Service.
SECTION 8 - THIRD-PARTY LINKS Certain content, products and services available via our Service may include materials from third-parties. Third-party links on this site may direct you to third-party websites that are not affiliated with us. We are not responsible for examining or evaluating the content or accuracy and we do not warrant and will not have any liability or responsibility for any third-party materials or websites, or for any other materials, products, or services of third-parties. We are not liable for any harm or damages related to the purchase or use of goods, services, resources, content, or any other transactions made in connection with any third-party websites. Please review carefully the third-party's policies and practices and make sure you understand them before you engage in any transaction. Complaints, claims, concerns, or questions regarding third-party products should be directed to the third-party.
SECTION 9 - USER COMMENTS, FEEDBACK AND OTHER SUBMISSIONS If, at our request, you send certain specific submissions (for example contest entries) or without a request from us you send creative ideas, suggestions, proposals, plans, or other materials, whether online, by email, by postal mail, or otherwise (collectively, 'comments'), you agree that we may, at any time, without restriction, edit, copy, publish, distribute, translate and otherwise use in any medium any comments that you forward to us. We are and shall be under no obligation (1) to maintain any comments in confidence; (2) to pay compensation for any comments; or (3) to respond to any comments. We may, but have no obligation to, monitor, edit or remove content that we determine in our sole discretion are unlawful, offensive, threatening, libellous, defamatory, pornographic, obscene or otherwise objectionable or violates any party’s intellectual property or these Terms of Service. You agree that your comments will not violate any right of any third-party, including copyright, trademark, privacy, personality or other personal or proprietary right. You further agree that your comments will not contain libellous or otherwise unlawful, abusive or obscene material, or contain any computer virus or other malware that could in any way affect the operation of the Service or any related website. You may not use a false e‑mail address, pretend to be someone other than yourself, or otherwise mislead us or third-parties as to the origin of any comments. You are solely responsible for any comments you make and their accuracy. We take no responsibility and assume no liability for any comments posted by you or any third-party.
SECTION 11 - ERRORS, INACCURACIES AND OMISSIONS Occasionally there may be information on our site or in the Service that contains typographical errors, inaccuracies or omissions that may relate to product descriptions, pricing, promotions, offers, product shipping charges, transit times and availability. We reserve the right to correct any errors, inaccuracies or omissions, and to change or update information or cancel orders if any information in the Service or on any related website is inaccurate at any time without prior notice (including after you have submitted your order). We undertake no obligation to update, amend or clarify information in the Service or on any related website, including without limitation, pricing information, except as required by law. No specified update or refresh date applied in the Service or on any related website, should be taken to indicate that all information in the Service or on any related website has been modified or updated.
SECTION 12 - PROHIBITED USES In addition to other prohibitions as set forth in the Terms of Service, you are prohibited from using the site or its content: (a) for any unlawful purpose; (b) to solicit others to perform or participate in any unlawful acts; (c) to violate any international, federal, provincial or state regulations, rules, laws, or local ordinances; (d) to infringe upon or violate our intellectual property rights or the intellectual property rights of others; (e) to harass, abuse, insult, harm, defame, slander, disparage, intimidate, or discriminate based on gender, sexual orientation, religion, ethnicity, race, age, national origin, or disability; (f) to submit false or misleading information; (g) to upload or transmit viruses or any other type of malicious code that will or may be used in any way that will affect the functionality or operation of the Service or of any related website, other websites, or the Internet; (h) to collect or track the personal information of others; (i) to spam, phish, pharm, pretext, spider, crawl, or scrape; (j) for any obscene or immoral purpose; or (k) to interfere with or circumvent the security features of the Service or any related website, other websites, or the Internet. We reserve the right to terminate your use of the Service or any related website for violating any of the prohibited uses.
SECTION 13 - DISCLAIMER OF WARRANTIES; LIMITATION OF LIABILITY We do not guarantee, represent or warrant that your use of our service will be uninterrupted, timely, secure or error-free. We do not warrant that the results that may be obtained from the use of the service will be accurate or reliable. You agree that from time to time we may remove the service for indefinite periods of time or cancel the service at any time, without notice to you. You expressly agree that your use of, or inability to use, the service is at your sole risk. The service and all products and services delivered to you through the service are (except as expressly stated by us) provided 'as is' and 'as available' for your use, without any representation, warranties or conditions of any kind, either express or implied, including all implied warranties or conditions of merchantability, merchantable quality, fitness for a particular purpose, durability, title, and non-infringement. In no case shall KimsyBear, our directors, officers, employees, affiliates, agents, contractors, interns, suppliers, service providers or licensors be liable for any injury, loss, claim, or any direct, indirect, incidental, punitive, special, or consequential damages of any kind, including, without limitation lost profits, lost revenue, lost savings, loss of data, replacement costs, or any similar damages, whether based in contract, tort (including negligence), strict liability or otherwise, arising from your use of any of the service or any products procured using the service, or for any other claim related in any way to your use of the service or any product, including, but not limited to, any errors or omissions in any content, or any loss or damage of any kind incurred as a result of the use of the service or any content (or product) posted, transmitted, or otherwise made available via the service, even if advised of their possibility. Because some states or jurisdictions do not allow the exclusion or the limitation of liability for consequential or incidental damages, in such states or jurisdictions, our liability shall be limited to the maximum extent permitted by law.
SECTION 14 - INDEMNIFICATION You agree to indemnify, defend and hold harmless KimsyBear and our parent, subsidiaries, affiliates, partners, officers, directors, agents, contractors, licensors, service providers, subcontractors, suppliers, interns and employees, harmless from any claim or demand, including reasonable attorneys’ fees, made by any third-party due to or arising out of your breach of these Terms of Service or the documents they incorporate by reference, or your violation of any law or the rights of a third-party.
SECTION 15 - SEVERABILITY In the event that any provision of these Terms of Service is determined to be unlawful, void or unenforceable, such provision shall nonetheless be enforceable to the fullest extent permitted by applicable law, and the unenforceable portion shall be deemed to be severed from these Terms of Service, such determination shall not affect the validity and enforceability of any other remaining provisions.
SECTION 16 - TERMINATION The obligations and liabilities of the parties incurred prior to the termination date shall survive the termination of this agreement for all purposes. These Terms of Service are effective unless and until terminated by either you or us. You may terminate these Terms of Service at any time by notifying us that you no longer wish to use our Services, or when you cease using our site. If in our sole judgment you fail, or we suspect that you have failed, to comply with any term or provision of these Terms of Service, we also may terminate this agreement at any time without notice and you will remain liable for all amounts due up to and including the date of termination; and/or accordingly may deny you access to our Services (or any part thereof).
SECTION 17 - ENTIRE AGREEMENT The failure of us to exercise or enforce any right or provision of these Terms of Service shall not constitute a waiver of such right or provision. These Terms of Service and any policies or operating rules posted by us on this site or in respect to The Service constitutes the entire agreement and understanding between you and us and govern your use of the Service, superseding any prior or contemporaneous agreements, communications and proposals, whether oral or written, between you and us (including, but not limited to, any prior versions of the Terms of Service). Any ambiguities in the interpretation of these Terms of Service shall not be construed against the drafting party.
SECTION 18 - GOVERNING LAW These Terms of Service and any separate agreements whereby we provide you Services shall be governed by and construed in accordance with the laws of South Africa.
SECTION 19 - CHANGES TO TERMS OF SERVICE You can review the most current version of the Terms of Service at any time at this page. We reserve the right, at our sole discretion, to update, change or replace any part of these Terms of Service by posting updates and changes to our website. It is your responsibility to check our website periodically for changes. Your continued use of or access to our website or the Service following the posting of any changes to these Terms of Service constitutes acceptance of those changes.
SECTION 20 - CONTACT INFORMATION Questions about the Terms of Service should be sent to us at email@example.com