A Note About Customer Support
Nyahallo is a tiny team of just 3 full-time people. Unlike bigger brands, we don't outsource to fulfillment centers. We personally pick, pack, and ship every single order from our office. This past week alone, we hit a massive milestone and shipped out over 1,500 orders while also receiving more than 100 large boxes of new inventory, all while continuing to run the business behind the scenes.
Because our team has been focused on receiving inventory and packing orders, our current email response time is approximately 7 business days. If you've already emailed us, rest assured your message is safely in our queue, there's no need to send another one. We'll reply as soon as we reach it. We have also edited our contact page to reflect this temporary change in status.
We know waiting can be incredibly frustrating, but we are working as fast as humanly possible. To help us get through the queue and help you faster, we kindly ask for your cooperation with a few things:
Please don't double-message: Sending multiple emails about the same issue or messaging us across Instagram and Shop Chat all at once doesn't get a faster reply. It actually clogs our ticketing system and delays responses for everyone.
Keep support requests to email: We aren't able to securely access your order information through social media comments, and as a small team we can't monitor public posts around the clock. Email is the fastest and most reliable way for us to help.
We answer in order: We process every single message in the exact order it comes in.
We are incredibly grateful for the growth we are experiencing, and we plan to bring on more help soon. In the meantime, we ask that you treat our 3-person team with patience and basic respect. We are working as hard as we can every day to fulfill orders and respond to every customer as quickly as possible.
Unfortunately, we've noticed a pattern over the years: whenever we're experiencing an especially busy period, whether that's receiving large inventory shipments, fulfilling thousands of orders, or taking a short planned break, we also receive a surge of abusive or threatening messages. While we understand that waiting can be stressful, no member of our team should be subjected to harassment or intimidation for doing their job.
We understand that waiting for an order can be frustrating, and we know those feelings often come from excitement or concern about receiving your items. However, frustration does not justify abusive language, threats, harassment, or repeated aggressive behavior toward our staff. These behaviors are not acceptable, and we reserve the right to end conversations or decline further assistance if these boundaries are not respected.
We also want to emphasize that this message is not directed at the overwhelming majority of our customers. We are incredibly fortunate to have a kind, patient, and supportive community, and we appreciate you more than you know.
We strive to be as fair and flexible as possible. If you no longer wish to wait for a preorder, we are always happy to process a refund. We simply ask that our team be treated with the same patience and respect that we strive to show every customer.
Thank you so much for understanding and for supporting a small business that genuinely cares about getting your orders right ❤️
