Contact information

Contact and Communication Policy

Last Updated: October 29, 2025
Effective Date: October 29, 2025

Policy Overview

At Naturalive, we believe in transparent, responsive, and accessible communication with our customers. This Contact and Communication Policy outlines how you can reach us, our communication channels, response timeframes, and how we process and respond to customer inquiries. We are committed to providing exceptional customer service through multiple contact methods to ensure your questions and concerns are addressed promptly and professionally.

1. Contact Information

Primary Contact Methods

Naturalive Pte Ltd provides multiple channels to contact our customer support team:

Method Contact Details Best For
Email (General) support@naturalive.co General inquiries, account issues, feedback
Email (Shipping) shipping@naturalive.co Delivery tracking, shipping issues, delays
Email (Returns) returns@naturalive.co Return requests, refund status, warranty claims
Email (Bulk Orders) bulk@naturalive.co Wholesale inquiries, B2B partnerships, reseller programs
Email (Privacy) privacy@naturalive.co Privacy concerns, data protection inquiries
Phone +65 8924 5100 Urgent matters, detailed conversations
Website Contact Form https://naturalive.co/contact General inquiries, contact form submission

Business Hours

Monday to Friday: 9:00 AM - 6:00 PM Singapore Standard Time (SGT)
Saturday: 10:00 AM - 4:00 PM SGT
Sunday & Singapore Public Holidays: Closed

Note: During Singapore public holidays and Chinese New Year, Hari Raya, Deepavali, and Christmas periods, response times may be extended by 1-2 business days.

Mailing Address

Naturalive Pte Ltd
22 Sin Ming Lane #06-76
Midview City
Singapore 573969

2. Communication Channels and Preferred Methods

Email Communication

Email is our preferred communication channel because it:

  • Creates a written record of your inquiry and our response

  • Allows you to contact us at any time, even outside business hours

  • Enables detailed communication with attachments (photos, screenshots)

  • Provides proof of communication for warranty and refund claims

Email Guidelines:

  • Use specific, descriptive subject lines (e.g., "Order #12345 - Shipping Delay")

  • Include your order number for order-related inquiries

  • Provide clear details of your issue or question

  • Attach relevant photos or documents when applicable

  • Use professional, courteous language

Telephone Communication

Phone Support is available during business hours for:

  • Urgent matters requiring immediate assistance

  • Complex issues needing detailed conversation

  • Customers who prefer voice communication

  • Follow-up discussions on previous email exchanges

Phone Guidelines:

  • Call between 9 AM - 6 PM on weekdays or 10 AM - 4 PM on Saturday

  • Have your order number available for faster service

  • Be clear and specific about your issue

  • Our team will provide you with a reference number for your call

Website Contact Form

Our website contact form (https://naturalive.co/contact) is available for:

  • General inquiries about products

  • General feedback or suggestions

  • Requests for information

  • Meeting scheduling

Important: For urgent matters related to orders, returns, or shipping, please use the appropriate email addresses or phone number rather than the general contact form for faster response.

Social Media

While Naturalive maintains a social media presence, we do not provide customer support through social media channels. For customer service inquiries, please use the contact methods listed above.

What to do if you receive a social media message:

  1. Do not send personal information via social media

  2. Do not share order numbers or payment details in comments

  3. Reply to the social media post directing the inquiry to support@naturalive.co

  4. Or contact us directly using the methods listed above

3. Response Time Commitments

Standard Response Times

Naturalive commits to the following response timeframes for inquiries received during business hours:

Channel Response Time Urgency Level
Email (support@) 24-48 hours Standard inquiries
Email (shipping@) 24 hours Shipping issues
Email (returns@) 24-48 hours Return requests
Email (bulk@) 48-72 hours Bulk order inquiries
Email (privacy@) 48-72 hours Data protection issues
Phone During business hours Immediate (same call)
Contact Form 48-72 hours General inquiries

Response Time Exclusions

Response times do not include:

  • Weekends (Saturday after 4 PM, all day Sunday)

  • Singapore public holidays

  • Extended holiday periods (Chinese New Year, Hari Raya, Deepavali, Christmas)

  • Periods of technical maintenance or system outages

  • Time spent investigating complex issues or claims

Example: An email received Friday at 5 PM will have a response by Wednesday (skipping weekend and holiday calculations).

Urgent Matters

For urgent matters requiring immediate attention:

  • Call +65 8924 5100 during business hours

  • Clearly state your issue is urgent

  • Provide all relevant order and inquiry details

  • Our team will prioritize urgent calls within the same business day

What qualifies as urgent:

  • Product safety concerns

  • Damaged products upon delivery

  • Payment disputes requiring immediate resolution

  • Lost or missing packages

What does NOT qualify as urgent:

  • General product inquiries (order your response within normal timeframes)

  • Feedback or suggestions

  • Subscription or account setup

  • Price inquiries

4. Communication Preferences

Opting In and Out of Communications

By providing your email address during checkout or contact, you consent to receive transactional communications (order confirmations, shipping updates, refund confirmations) which are essential for order fulfillment.

You may opt out of marketing communications (newsletters, promotional emails, product announcements) by:

  • Clicking the "unsubscribe" link in any marketing email

  • Emailing privacy@naturalive.co with your request

  • Updating your preferences in your account settings (if applicable)

You cannot opt out of transactional communications required for order processing, such as:

  • Order confirmations

  • Shipping notifications and tracking updates

  • Refund confirmations

  • Return authorization emails

  • Important account or policy updates

Communication Language

All communications from Naturalive are provided in English. If you require communication in another language, please contact support@naturalive.co and we will attempt to assist you.

Accessibility and Accommodations

If you require communication in an accessible format or have accessibility needs, please contact us at support@naturalive.co. We are committed to providing reasonable accommodations for customers with disabilities.

5. Information Required for Efficient Communication

To Expedite Your Inquiry

Please provide the following information when contacting us:

For Order-Related Inquiries:

  • Order number

  • Email address used for the purchase

  • Product name and quantity

  • Order date or approximate timeframe

  • Detailed description of your issue

For Shipping Inquiries:

  • Order number

  • Tracking number (if available)

  • Shipping destination

  • Expected delivery date

  • Description of your shipping issue

For Return or Refund Inquiries:

  • Order number

  • Product name and quantity

  • Reason for return

  • Photos of damaged/defective items (if applicable)

  • Previous communication or authorization number (if applicable)

For Bulk or Wholesale Inquiries:

  • Company name and registration details

  • Contact person and title

  • Product interest and quantities

  • Delivery timeline requirements

  • Business purpose (reseller, retailer, gift, etc.)

For Privacy or Data Protection Inquiries:

  • Your full name

  • Email address associated with your account

  • Specific data protection request (access, deletion, correction)

  • Reason for the request

Providing complete information helps us respond faster and more accurately to your inquiry.

6. Communication with Third Parties

Authorized Representatives

If you contact us on behalf of another customer, we require:

  • Written authorization from the account holder

  • Clear identification of your relationship to the customer

  • Your contact information

We may not discuss account details, orders, or personal information with unauthorized third parties, even with family members or friends, to protect customer privacy.

Corporate or Bulk Inquiries

For inquiries on behalf of a business or organization:

  • Contact bulk@naturalive.co

  • Provide company details and business registration

  • Specify the business purpose and quantities needed

  • Include a point of contact with direct phone and email

Customer Service on Behalf of Customers

If you are a customer service representative from a partner organization contacting us:

  • Identify yourself and your organization

  • Provide customer authorization

  • Include customer order or reference numbers

  • Contact bulk@naturalive.co for partnership-related matters

7. Data Protection and Privacy in Communications

Information Security

When you contact us, we collect:

  • Your name and contact information

  • Order numbers and product details

  • Any information you provide in your inquiry

  • Communication history and attachments

We protect this information by:

  • Using encrypted email systems where applicable

  • Restricting access to authorized personnel only

  • Complying with Singapore's Personal Data Protection Act (PDPA)

  • Maintaining secure communication channels

  • Never sharing your information with third parties without consent

What You Should NOT Include

Please do not include in your communications:

  • Complete credit card or payment card numbers

  • Banking details or passwords

  • Sensitive government IDs

  • Unnecessary personal identification information

If you accidentally include sensitive information, contact us immediately at privacy@naturalive.co.

Communication Records

Naturalive retains communication records (emails, phone notes, contact form submissions) for:

  • Warranty and return claims: 2 years

  • Customer service records: 1 year

  • Complaint resolution: Until resolved plus 1 year

  • Legal disputes: Per applicable Singapore law requirements

See our Privacy Policy for complete information on data retention and protection.

8. Complaint and Dispute Resolution

Filing a Complaint

If you wish to file a complaint about our products, services, or customer service:

  1. Contact us first: Email support@naturalive.co with:

    • Clear description of your complaint

    • Relevant order numbers and dates

    • Specific details about what occurred

    • What resolution you are seeking

  2. Our response: We will:

    • Acknowledge receipt within 24 hours

    • Investigate your complaint within 3-5 business days

    • Provide a detailed response to your complaint

    • Offer a resolution if appropriate

  3. If unresolved: You may request escalation to our management team by emailing support@naturalive.co with "COMPLAINT ESCALATION" in the subject line.

Complaint Resolution Process

Timeline:

  • Day 1: Initial acknowledgment and inquiry details

  • Days 2-5: Investigation and fact-gathering

  • Day 5-7: Initial resolution proposal

  • Day 7-10: Final determination and implementation

Outcomes may include:

  • Refund or replacement product

  • Store credit

  • Explanation of our position

  • Implementation of process improvements

9. Unacceptable Communication Behavior

While we welcome constructive feedback and inquiries, Naturalive reserves the right to decline further communication with individuals who engage in:

Prohibited Conduct

  • Abusive or threatening language directed at our team

  • Harassment including repeated, unwanted contact after being asked to stop

  • Discrimination based on protected characteristics

  • Defamation or false accusations about our business

  • Fraud or deceptive practices

  • Demands for compensation without valid claim

  • Spam or mass communications to our systems

  • Automated or bot-generated inquiries

  • Sexual, vulgar, or offensive communications

  • Violence threats or safety concerns

Our Right to Restrict Communication

If you engage in prohibited conduct, we reserve the right to:

  • Cease communication with you

  • Block your email address or phone number

  • Decline to process future orders

  • Report violations to appropriate authorities if necessary

  • Cancel existing orders or refunds

10. Communication During Disputes

If a Dispute Arises

Should a dispute arise between you and Naturalive regarding an order, product, or service:

  1. Immediate Communication: Contact support@naturalive.co with full details

  2. Investigation: We will investigate your claim within 5 business days

  3. Initial Response: We will provide our position and proposed resolution

  4. Negotiation: We will work with you to reach a fair resolution

  5. Escalation: If unresolved, contact support@naturalive.co with "DISPUTE ESCALATION"

  6. Final Decision: Management will provide final determination within 10 business days

Communication During Legal Disputes

If legal action is initiated or contemplated:

  • Further communication should be through legal counsel

  • Provide contact information for your attorney

  • Direct future communication to your legal representative

  • Naturalive's legal counsel will respond to your legal representative

11. External Communication and Advertising

Using Your Communication

We will not use your communications (emails, feedback, suggestions) for advertising or marketing without your explicit permission, except as required for:

  • Customer service and order fulfillment

  • Quality improvement and research

  • Legal compliance and fraud prevention

Your Permission for Testimonials

If you provide positive feedback or a testimonial, we may ask permission to:

  • Feature your testimonial on our website

  • Use your feedback in marketing materials

  • Publish your review with your name or anonymously

You have the right to:

  • Refuse permission for any use

  • Withdraw permission at any time

  • Request removal of your testimonial

  • Remain anonymous in testimonials

Contact privacy@naturalive.co to manage testimonial permissions.

12. Frequently Asked Questions (FAQ)

What is the fastest way to reach customer support?

For urgent matters during business hours, call +65 8924 5100. For non-urgent inquiries, email the appropriate department (support@, shipping@, or returns@) for a response within 24-48 hours.

How long does it take to receive a response to my email?

Standard response time is 24-48 business hours. Shipping issues are prioritized with a 24-hour response time. During peak periods or holidays, responses may take slightly longer.

Can I reach customer service on weekends?

Our team is available Saturday 10 AM - 4 PM SGT only. Emails sent outside business hours will be responded to during the next business day.

What if I haven't received a response within the stated timeframe?

Please follow up with the same inquiry email or contact another department. If your issue has not been resolved within 5 business days, use "URGENT - NO RESPONSE" in your subject line and contact support@naturalive.co.

Can I communicate in a language other than English?

Our support team primarily communicates in English. If you require support in another language, please contact support@naturalive.co and we will attempt to assist you or connect you with a team member who speaks your language.

Am I required to provide my order number for customer service inquiries?

Yes, providing your order number significantly speeds up our ability to locate your information and respond accurately. If you don't have an order number, provide your email address and approximate order date.

Can I contact Naturalive through social media?

While we may maintain social media accounts, we do not provide customer support through social media. For customer service, please email the appropriate department or call during business hours.

How is my personal information protected when I contact you?

We comply with Singapore's Personal Data Protection Act (PDPA) and use encrypted communication where applicable. Your information is accessible only to authorized team members and is never shared with third parties without consent.

Can I opt out of marketing emails?

Yes, you can unsubscribe from marketing emails by clicking the unsubscribe link at the bottom of any marketing email or by emailing privacy@naturalive.co. However, you cannot opt out of transactional emails required for order processing.

What should I do if I accidentally shared sensitive information?

Please contact privacy@naturalive.co immediately. Inform us of what information was shared and when. Our team will advise on any necessary protective measures.

Can I authorize someone else to contact you about my order?

Yes, but you must provide written authorization to the authorized representative. They should include this authorization when contacting us.

How long do you keep records of my communications?

We retain communication records for 1-2 years depending on the type of inquiry. Warranty and return records are kept for 2 years. Legal records are retained per Singapore law requirements.

What if I'm not satisfied with the resolution?

You may request escalation to management by emailing support@naturalive.co with "ESCALATION REQUEST" in the subject line. Management will review your case within 5-10 business days.

13. Contact Policy Updates and Changes

Policy Modifications

Naturalive reserves the right to modify this Contact and Communication Policy at any time. Changes are effective immediately upon posting to our website.

We will notify you of significant changes through:

  • Updates to this policy page with revision date

  • Email notification to registered customers (if applicable)

  • Notice on our website homepage

Your Acknowledgment

By contacting Naturalive, you acknowledge that you have read and understood this Contact and Communication Policy and agree to comply with its terms.

14. Policy Summary

Aspect Details
Primary Email support@naturalive.co
Specialized Emails shipping@, returns@, bulk@, privacy@
Phone +65 8924 5100
Hours Mon-Fri 9 AM-6 PM, Sat 10 AM-4 PM SGT
Standard Response 24-48 hours
Urgent Response Same business day
Mailing Address 22 Sin Ming Lane #06-76, Midview City, Singapore 573969
Data Protection PDPA compliant, encrypted where applicable
Record Retention 1-2 years depending on inquiry type

15. Contact Us

For questions about this Contact and Communication Policy or to provide feedback:

Email: support@naturalive.co
Phone: +65 8924 5100
Website: https://naturalive.co/contact
Address: 22 Sin Ming Lane #06-76, Midview City, Singapore 573969

Business Hours:
Monday - Friday: 9:00 AM - 6:00 PM SGT
Saturday: 10:00 AM - 2:00 PM SGT

16. Related Policies

For information on other important policies, please visit:

This Contact and Communication Policy ensures that Naturalive maintains transparent, timely, and professional communication with all customers. We appreciate your business and are committed to responding to your inquiries promptly and professionally.

Naturalive Pte Ltd – Registration No. 202416803H
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