Contact Information

Contact Overview

Contact Information

Thank you for your interest in Emphos Group. We are committed to providing prompt, professional, and helpful support to all customers, partners, and stakeholders. Whether you have a question about an order, a product, a partnership opportunity, or any other matter, we want to hear from you.

Review the contact details and departmental information below to ensure your inquiry reaches the right team as quickly as possible. EMPHOS Group aims to respond to all inquiries within 1–3 business days.

Section 1

Head Office

All written correspondence, returns, and official documents should be directed to the head office address below unless otherwise instructed by the team. Include your name, order number where applicable, and a return address on all written correspondence.

Emphos Group
9398 Coote Street
Chilliwack, British Columbia
V2P 6B5
Canada

Section 2

General Contact

For all general inquiries, including questions about products, policies, or services, use the following contact details:

General Email: info@emphosgroup.com

The general inbox is monitored during regular business hours, Monday through Friday. EMPHOS Group makes every effort to respond to all general inquiries within 1–3 business days. For urgent matters, include “URGENT” in the email subject line.

Section 3

Department Directory

To help route your inquiry to the right team, use the department directory below. At present, all departments share a unified inbox at info@emphosgroup.com, so including the department of interest and a clear subject line will speed things up.

Section 4

Business Hours

All times below are listed in Pacific Time (PT), which is the local time zone for the head office in Chilliwack, British Columbia, Canada.

Inquiries received outside business hours, on weekends, or on Canadian statutory holidays will be reviewed on the next available business day.

Section 5

Expected Response Times

EMPHOS Group is committed to responding to inquiries as promptly as possible. Target response times are as follows:

• General inquiries: within 1–3 business days.
• Order status and tracking questions: within 1–2 business days.
• Return and refund requests: within 1–2 business days for initial response; refund processing takes 5–10 business days after approval.
• Billing and payment disputes: within 2–3 business days.
• Privacy and data requests: within 5–10 business days as required by applicable law.
• Legal and formal notices: within 5–10 business days.
• Business and partnership inquiries: within 3–5 business days.

Response times may be longer during peak periods, promotional events, or following Canadian statutory holidays.

Section 6

How to Reach Us Effectively

To help support handle your request in one pass instead of five rounds of email volleyball, include the following information whenever possible:

• Your full name and the email address associated with your account or order.
• Your order number, if applicable.
• A clear and concise description of the inquiry, issue, or request.
• Any relevant photographs or documentation, such as photos of a damaged item or screenshots of an error message.
• Your preferred method of follow-up, if different from email reply.

Section 7

Formal and Legal Notices

All formal legal notices, including notices relating to intellectual property claims, privacy rights requests, legal disputes, service of process, or regulatory inquiries, must be submitted in writing and directed to:

Emphos Group — Legal Department
9398 Coote Street, Chilliwack, BC, V2P 6B5, Canada
Email: info@emphosgroup.com

Legal notices sent by email must include “LEGAL NOTICE” in the subject line and must be followed by a physical copy sent to the mailing address above via registered mail or courier with tracking. A notice is deemed received upon confirmation of delivery to the above address.

Section 8

Privacy and Data Requests

If you wish to exercise rights under the Privacy Policy or applicable privacy legislation, including requests to access, correct, delete, or port personal information, contact:

info@emphosgroup.com with the subject line “PRIVACY REQUEST.”

Include your full name, the email address associated with your account, and a description of your request. EMPHOS Group may need to verify your identity before processing the request. Responses will be provided within the timeframes required by applicable law, and in no event later than 30 calendar days from receipt of a complete and verifiable request.

For information about how Shopify processes your data in connection with the store, visit: https://privacy.shopify.com/en

Section 9

Feedback and Complaints

EMPHOS Group welcomes feedback, whether positive or constructive. If you have had an exceptional experience or if you have a complaint about any aspect of the products or services, contact:

info@emphosgroup.com

All complaints are taken seriously. Upon receipt of a formal complaint, EMPHOS Group will:

• Acknowledge receipt of the complaint within 2 business days.
• Investigate the matter thoroughly and fairly.
• Provide a substantive response and proposed resolution within 5–10 business days.
• Escalate the matter internally if a resolution cannot be reached at the first level of response.

If you are not satisfied with the response to your complaint, you may contact the applicable consumer protection authority in your province or the Office of the Privacy Commissioner of Canada for privacy-related matters.

Section 10

Updates to This Document

EMPHOS Group reserves the right to update or amend this Contact Information document at any time to reflect changes to teams, departments, hours of operation, or contact details. Any updates will be reflected by a revised “Last Updated” date at the top of the document.

Review this page periodically to make sure you have the most current contact information.