At Shopexperts, we set and promote on our pricing page certain expectations for the turnaround times of various products:

Custom Quotes:

• Standard turnaround: 1 hour of work per day (weekend days included).

• Express turnaround: 2 hours of work per day (weekend days included).

Support Packs:

• Hours are treated as express turnaround.

Emails from clients received in Help Scout should be addressed within no more than 24 hours. This includes emails from your standing clients and requests from new clients assigned to you by the admin team. In case you don’t have the capacity to handle new requests, move the request back to an "unassigned" folder with a due note for the admin team.