Contact

1. The address

[email protected]

That is the only support address ImportReady has, and it is deliberately the only one. A product this size with four inboxes has four inboxes that are each checked a quarter as often.

2. How quickly you will hear back

We aim to reply within one business day. That is an aim, and we are going to be straight with you about what it is not: it is not a service level agreement, it is not in your contract, and we have not run this long enough to have measured it honestly.

We would rather tell you that than print “24-hour response guaranteed” underneath a picture of a headset. It is one person reading one inbox. On a normal day you will hear back the same day. If you have not heard back in three, reply to your own email — it will not have been ignored, it will have gone wrong, and a reply on the same thread is the fastest way to find out which.

Same rule as everywhere else on this site: we do not publish a number we have not measured. The terms refuse an uptime percentage for the same reason, and the privacy page refuses to invent a data retention period our provider has never published.

3. What that inbox can actually do

All of these reach the same place, and all of them get a reply from a person.

• A refund. Full refund within 14 days of any payment, for any reason, no usage condition — the policy is here. Email from the address you paid with and say so; that is the whole process.
• A billing question. A charge you do not recognise, a plan change, an invoice for your accountant, a card that failed. Note that the name on your statement is Lemon Squeezy, our merchant of record, rather than ImportReady.
• A data request. Tell you everything we hold about you, delete your Supplier Profiles, correct your email address, or close your account and remove it all. Each of those is done by hand today, so say which one you want. The privacy page sets out exactly what we hold, and the one thing we honestly cannot find for you.
• A file that broke it, or a blocker we missed. The single most useful email we get. An import that failed on something the Pre-Flight Report did not warn you about is the only real defect this product has, and we would rather hear about it than not.
• Anything about these terms before it becomes a dispute. Almost everything that gets that far is a misunderstanding an email settles.

4. What to include, if you want the fastest answer

None of this is required — write in whatever form suits you and we will work it out. It just removes a round trip.

• The email address on your account, if you are writing from a different one.
• What you expected to happen and what happened instead. Exact numbers beat adjectives: “4,102 rows in, 3,988 products out” is worth a paragraph of description.
• The blocker or error text, pasted verbatim rather than described. Ours and Shopify’s both.
• Not your supplier file, unless we ask. It holds your cost prices. We can usually diagnose from the column names and a couple of rows with the prices removed, and we would rather not hold a catalog we do not need.

5. Who you are writing to

ImportReady is operated by Haryz Adil, a sole trader in Morocco. There is no support team behind the address, and pretending otherwise would be the first thing we ever told you that was not true.

Haryz AdilImportReady

For the legal relationship, see the terms of service; for what happens to your data, the privacy and data retention page.