Customer Service Policy

Last updated: June 26, 2026

At Xoran, operated under the legal authority of AIR COMBAT AUSTRALIA PTY LTD, we maintain a structured, accountable, and highly transparent approach to consumer support. We understand that clear communication is essential for consumer confidence in cross-border commerce. This Customer Service Policy defines our service commitments, operational touchpoints, response protocols, and legal identity alignment for orders bound for Singapore.

1. Our Service Framework & Standards

We reject ambiguous support claims and unverified automated promises. Our customer support ecosystem relies on trained human representatives who handle inquiries regarding order tracking, product specifications, universal fitment advice, and post-purchase returns. Every inquiry is logged into our centralized ticketing system to ensure thorough tracking and sequential resolution.

2. Primary Communication Channels

To guarantee full transparency and absolute data alignment with global merchant standards, consumers can reach our support team through the following verified direct channels:

• Electronic Mail Support: support@xoran.shop
  This serves as our primary channel for formal communication, transaction records, and return label issuance. Please provide your full legal name and 4-digit order number when initiating an inquiry.
• Direct Corporate Telephone Line: +61 489912171
  Available for direct telephone inquiries during our official administrative operating hours. International call rates may apply depending on your service provider in Singapore.
• Registered Administrative Headquarters: 51 Burke Parade, Gerroa, NSW, 2534, Australia
  For statutory compliance documentation, legal declarations, or official corporate mail. (Please note: This address does not serve as a public retail showroom or walk-in service center).

3. Standard Response Timelines & SLA

We manage response times strictly via a Service Level Agreement (SLA) to eliminate unexpected communication gaps:

• Standard Inquiries (Email): Handled sequentially within 24 to 48 hours on official business days.
• Order Modification Requests: Addressed within 12 hours if submitted prior to package handover to logistics providers. Once an order enters our 1-3 day handling cycle, modifications cannot be processed.
• Dispute Resolution & Escalation: Complex technical matters or shipping delays beyond our standard 7-13 business day window are assigned to a senior resolution officer within 48 hours of initial escalation.

4. Operational Support Hours & Time Zone Synchronization

While our digital storefront and order processing systems operate continuously (24/7), our customer support desk follows specific administrative hours matching our parent entity's legal jurisdiction:

• Days of Operation: Monday through Friday (excluding official public holidays in New South Wales, Australia).
• Operating Hours (AEST/AEDT): 9:00 AM to 5:00 PM (Australian Eastern Standard Time).
• Singapore Consumer Synchronization: 7:00 AM to 3:00 PM (SGT - Singapore Standard Time). Inquiries received outside these structured windows will be queued and processed first thing on the following business day.

5. Data Privacy and Communication Security

In strict compliance with the Singapore Personal Data Protection Act (PDPA) and Australian Privacy Principles (APPs), our support team will never request sensitive credentials, including raw credit card numbers, CVV codes, or personal account passwords, during any support interaction. All personal communication histories, address data, and transaction logs are stored within Shopify’s secure, encrypted administrative infrastructure.