Customer Service Policy


At Anker US (ankear.com), our customer service team is dedicated to supporting your experience with our charging and connectivity gear—from chargers, portable power stations, and hubs to conferencing tools. We align with our “Live Charged” promise by ensuring your questions are answered, issues are resolved, and you feel confident in every interaction. This policy outlines our service commitments, how we assist you, and how we turn concerns into solutions.

1. Our Service Goal

We strive to deliver responsive, transparent, and solution-driven support—not just quick replies. Our priority is to address your needs thoroughly: whether you’re confused about a product’s use, waiting for an order, or need help with a return, we want you to focus on your devices (and not the hassle of resolving issues).

2. Support Channels & Response Timelines

We focus on the channel that gets you help fastest, with clear timelines to set expectations:

2.1 Primary Support: Email

  • Contact Email: service@ankear.com
  • Standard Response Time: We reply to all non-urgent emails (e.g., product compatibility questions, stock inquiries) within 1–2 business days.
  • Urgent Requests: For time-sensitive issues (e.g., missing orders, defective power stations received, failed deliveries), add “URGENT” to your email subject line. We prioritize these and respond within 24 hours.
  • What to Include for Speed: To cut down back-and-forth, include these details in your email:
    • Order number (found in your confirmation email) for order/shipping/refund questions.
    • Product name/model (e.g., “Anker 737 Power Bank,” “Anker 5-in-1 Hub”) for specs or troubleshooting.
    • Photos (if applicable: e.g., damaged packaging, faulty charger ports) to help us assess issues quickly.

3. Core Service Scenarios & How We Help

We cover every stage of your shopping journey, with tailored support for common needs:
  • Order Assistance:
    • Track packages (resend tracking links if lost or missing).
    • Update shipping addresses (only if your order hasn’t shipped—we can’t reroute once it’s in transit).
    • Cancel orders (only if processing hasn’t started; we’ll confirm cancelation and initiate a full refund within 5–10 days).
  • Product Inquiries:
    • Answer compatibility questions (e.g., “Will this charger work with my MacBook Pro?”).
    • Explain usage or setup (e.g., “How to pair the conferencing microphone with my laptop”).
    • Share stock updates (e.g., “When will the 10000mAh battery restock?”).
  • Returns & Refunds Support:
    • Guide you through the 60-day return process (send a dedicated return address, confirm receipt of your returned item).
    • Update you on refund status (we’ll notify you once we’ve verified your return and initiated the 5–10 day refund process).
    • Reimburse return shipping costs if the issue is our fault (e.g., defective product, wrong item shipped—just share your shipping receipt).
  • Technical Troubleshooting:
    • Help resolve product issues (e.g., “My power station won’t charge,” “The hub isn’t detecting my USB drive”).
    • Share troubleshooting steps (e.g., resetting a charger, checking cable connections) or escalate to our technical team if needed.
  • Complaint Resolution:
    • If you’re unsatisfied with a previous response or experience, we’ll assign a dedicated team member to review your case.
    • We’ll offer fair solutions (e.g., expedited refunds, replacement products, discount codes for future purchases) and follow up until you confirm the issue is resolved.

4. Our Problem-Solving Commitment

  • No “Unresolved” Cases: We won’t close your inquiry until you explicitly confirm the issue is fixed. If a problem takes time (e.g., waiting for a replacement part), we’ll update you every 3 business days.
  • Own Our Mistakes: If we make an error (e.g., shipping the wrong hub, delayed refund), we’ll apologize and take full responsibility—including covering extra costs (like return shipping) and fixing the issue faster than our standard timeline.

5. Contact for Escalations

If you feel your concern hasn’t been addressed properly, escalate it by emailing service@ankear.com with “ESCALATION” in the subject line. Include:
  • Your original inquiry date and previous case details.
  • What you hope to resolve (e.g., “I need my refund processed within 3 days”).
Our customer service manager will review escalated cases within 1 business day and provide a clear resolution plan.

6. Administrative Address (For Formal Correspondence)

For written documentation requests, official feedback, or physical mail (not returns—we’ll share a separate return address if needed):
  • Full Address: 3386 Sudlersville South, Laurel Maryland 20724, United States