Contact information
Movement, identity, and customer experience are at the core of HOU ARC. Whether you have an inquiry regarding our minimalist apparel designs, order tracking, shipping windows, or need assistance filing a structural product claim, our dedicated support team is available to assist you.
1. Core Contact Channels
To ensure your communication is logged and addressed with the highest level of priority, please utilize the appropriate business channels outlined below:
Customer Support Email: houarc.official@gmail.com
For all transaction, tracking, refund, and product defect inquiries. Please include your original Order Number in the subject line for faster service.
2. Operational & Support Hours
To manage communications effectively and maintain operational consistency, our customer service team operates within fixed business hours. Inquiries sent outside of these parameters will be placed into our queue for review on the next consecutive business day.
Hours of Operation: Monday to Friday
Exclusions: Closed Saturdays, Sundays, and Canadian Statutory Holidays.
3. Standard Response Windows
We systematically address support requests in the exact order they arrive. Our expected communication parameters are structured as follows:
Standard Email Inquiries: 24 to 48 business hours.
Peak Operational Windows: During high-energy seasonal drops, response times may expand to 72 business hours.
Operational Policy Notice: Sending multiple follow-up emails regarding the same issue will push your ticket to the back of the active queue, as our support layout processes incoming mail chronologically.
4. Policy Limitations and Deadlines
Please note that all order anomalies—including verified manufacturing print defects, delivery of an incorrect product size, or packages suspected to be lost in transit—must be brought to our attention via email within our strict 25 calendar day window from the date of package delivery. Claims initiated outside of these parameters cannot be reviewed or authorized for replacement.