Why haven't I received a response to my support request?

Typical response times

BioSteel's support team aims to respond within 1–2 business days. During peak periods (holiday sales, new product launches), response times may be slightly longer.

Before following up, check:

• Your spam or junk folder — confirmation emails and replies sometimes land there.
• That you're checking the inbox of the email address you used to submit the request.

Following up on an existing ticket

If you haven't heard back after 2 business days, reply directly to your original confirmation email. This keeps all communication in one thread and ensures your ticket isn't duplicated. Avoid submitting a new, separate request for the same issue — this can reset your place in the queue.