Contact information

Smada Reef: Contact Information Policy

We value our relationship with our customers and are here to help with any questions regarding our 3D-printed aquarium products, custom orders, or support needs. Please follow the guidelines below to ensure your message is handled promptly.

1. Primary Method of Contact

To ensure we maintain a record of your requests and provide the best service, please direct all inquiries through the following channels:

  • Etsy/eBay Messages: If you purchased through Etsy or eBay, please use the internal messaging system of that platform. This allows us to link your inquiry directly to your order number.

  • Email: For general inquiries, business collaborations, or custom design requests, please email us at: smadareef@gmail.com

2. Response Time

  • We aim to respond to all inquiries within 24–48 business hours (Monday–Friday, 9:00 AM – 5:00 PM EST).

  • Messages received over the weekend or on public holidays will be addressed on the following business day.

3. Required Information

To help us resolve your issue as quickly as possible, please include the following details in your message:

  • Order Number: (Found in your confirmation email).

  • Product Name: The specific model or item you are inquiring about.

  • Clear Description/Photos: If reporting a defect or damage, please include a clear photograph of the item and, if applicable, the shipping packaging.

4. Privacy and Security

  • Do Not Share Sensitive Data: Please never include your credit card information, passwords, or personal financial details in messages or emails.

  • We will never ask you for your account password or full payment credentials through email.

  • Your personal contact information (address, phone number) is used solely for order fulfillment and shipping purposes, as outlined in our Privacy Policy.

5. Social Media and Community

We love seeing our products in action! While we may be active on social media, direct messages on social platforms are not our official support channels. Please use our official email or platform messaging to ensure your concerns are properly logged and addressed.