CONTACT INFORMATION AND CUSTOMER SUPPORT PROTOCOLS 

• Corporate Entity: Novustra LLC (doing business as ArkoTools)
• Website: www.ArkoTools.com
• Contact: Support@ArkoTools.com

1. PREAMBLE AND CORPORATE STRUCTURE

Thank you for choosing ArkoTools for your e-commerce and digital business needs. We are dedicated to providing high-quality, ready-to-sell digital product packages and commercial assets to online entrepreneurs worldwide. To ensure a seamless experience, we have established this comprehensive Contact Information and Customer Support Policy (hereinafter referred to as the "Policy").

It is essential for all customers, partners, and site visitors to understand the legal and corporate structure governing this platform. ArkoTools is not an independent entity; it is a wholly-owned subsidiary store and digital storefront property of Novustra LLC, a Limited Liability Company registered and operating in the United States.

When you contact "ArkoTools," you are communicating directly with the support staff and management of Novustra LLC. All data, communications, and inquiries are managed centrally by Novustra LLC. All rights, including intellectual property rights, distribution rights, and operational protocols, are strictly reserved by Novustra LLC.

2. PRIMARY CHANNEL OF COMMUNICATION

To maintain efficiency, accuracy, and a documented history of all customer interactions, Novustra LLC operates a digital-first support system.

2.1. The Official Support Email The sole official channel for all customer service inquiries, technical support requests, and business communications is: Support@ArkoTools.com

Please ensure you whitelist this email address in your email client to prevent our responses from being filtered into your "Spam" or "Junk" folders.

2.2. Why We Do Not Offer Phone Support As a digital-native company selling high-volume digital assets globally, we do not maintain a telephone call center. We have found that email support is superior for our specific business model because:

• Technical Troubleshooting: We often need to send you screenshots, direct download links, or specific file-handling instructions to resolve issues with digital bundles. This is impossible over a voice call.
• Time Zone Differences: Our customers are located in every time zone. Email allows us to assist you regardless of whether it is 3:00 AM or 3:00 PM in your location.
• Record Keeping: Email provides a searchable, timestamped record of our conversation, ensuring that no details are lost or misunderstood.

2.3. Social Media and Third-Party Platforms While ArkoTools may maintain a presence on social media platforms (such as Instagram, TikTok, or Facebook), these are marketing channels, not support channels.

• Direct Messages (DMs) on social media are often unmonitored or managed by social media marketers who do not have access to your order history.
• Do not send support requests via social media DMs.
• Do not leave support requests as comments on our posts.
• ALWAYS email Support@ArkoTools.com for assistance.

3. HOURS OF OPERATION AND RESPONSE TIMES

Novustra LLC is a US-based company. Our support team operates during standard United States business hours.

3.1. Business Hours

• Monday - Friday: 9:00 AM to 5:00 PM (Eastern Standard Time - New York Time).
• Saturday - Sunday: Limited Availability / Closed.
• US Federal Holidays: Closed.

3.2. Response Time Commitments We strive to respond to all inquiries as quickly as possible. However, response times may vary based on ticket volume and the complexity of your issue.

• Standard Response Time: Within 24 to 48 hours during business days.
• Weekend Response Time: Inquiries received after 5:00 PM on Friday or anytime on Saturday/Sunday will typically be addressed on the following Monday.
• Peak Periods: During new product launches or holiday sales events (e.g., Black Friday), response times may extend up to 72 hours.

We appreciate your patience. Sending multiple emails regarding the same issue ("bumping" your ticket) will reset your position in the queue and may delay your response.

4. SCOPE OF SUPPORT SERVICES

It is important to clarify what our support team can help you with versus what is outside our scope of service. We sell ready-to-sell digital products and templates, but we are not affiliated with third-party platforms like Etsy, Gumroad, Shopify, or Canva.

4.1. What We DO Support (In-Scope)

Our team is fully equipped to assist you with:

• Order Status: Verifying if your payment went through and locating your order number.
• Delivery Issues: Resending missing download emails or generating fresh download links if yours have expired.
• File Integrity: Assisting with files that appear corrupted on our server's end or fail to download properly.
• Basic Access: Providing basic instructions on how to extract our .zip files or access provided cloud-based template links.
• Billing Errors: Investigating duplicate charges or payment failures.

4.2. What We DO NOT Support (Out-of-Scope)

Our team cannot assist you with:

• Business & Marketing Advice: We sell digital assets, not business coaching. We cannot teach you how to set up an Etsy store, run Facebook ads, optimize SEO, or guarantee sales.
• General Computer Tech Support: We cannot troubleshoot your computer's operating system, hard drive storage limits, or basic software missing from your device (e.g., lacking software to unzip folders).
• Third-Party Platform Issues: If Etsy, Gumroad, or Canva is experiencing downtime, freezing, or if your storefront gets suspended, you must contact their respective support teams. We have no control over their platforms or policies.
• Advanced Customization: We cannot help you extensively modify templates, edit graphics, or redesign the assets for your specific brand. You are responsible for customizing the products you purchase.

5. STRICT POLICY REMINDERS FOR SUPPORT INQUIRIES

Before contacting us, please review our core operational policies. Many inquiries we receive are already answered by these strict rules.

5.1. Regarding Physical Shipping (DO NOT ASK) WE DO NOT SHIP PHYSICAL PRODUCTS. Novustra LLC operates a 100% digital storefront.

• Do not contact us asking for a tracking number. There is no tracking number because there is no package.
• Do not contact us asking where your package is. Nothing was mailed to your address.
• Do not contact us to change your shipping address. We only collected your address for billing verification; we are not sending mail to you.
• Resolution: Please check your email inbox (and Spam folder) for the digital download link. That is your "package."

5.2. Regarding Refunds (DO NOT ASK) ALL SALES ARE FINAL. Due to the irrevocable nature of digital files and the commercial licenses attached to them, Novustra LLC maintains a strict No Refund Policy.

• Do not contact us asking for a refund because you "changed your mind."
• Do not contact us asking for a refund because your store didn't make any sales.
• Do not contact us asking for a refund because you lack the technical skills to list the items on Etsy or Gumroad.
• Exception: The only valid reason to contact us regarding a refund is if you made a verified duplicate purchase (bought the exact same item twice by accident). In this specific case, please email us with both Order IDs, and we will refund the duplicate transaction.

6. REQUIRED INFORMATION FOR SUPPORT REQUESTS

To help us serve you faster, please include the following information in your initial email to Support@ArkoTools.com. Failure to provide these details will result in a delay as we will have to email you back to ask for them.

6.1. The "Perfect" Support Email

• Subject Line: Include your Order Number and a brief summary of the issue.
• Example: "Order #12345 - Download Link Not Working"
• Example: "Order #98765 - Duplicate Charge Issue"

Body of Email:

• Full Name: The name used on the billing information.
• Order Number: (e.g., #ARK-1029).
• Date of Purchase: Approximate date.
• Detailed Description: Explain exactly what is happening. "It doesn't work" is not helpful. Instead, say: "I downloaded the .zip file but my computer says it cannot extract it, and it gives me Error Code 404."
• Screenshots: If you are seeing an error message, please attach a screenshot. This allows our technical team to diagnose the problem instantly.

6.2. Lost Order Numbers If you cannot find your Order Number (e.g., you deleted the receipt email), please provide:

• The full name on the credit card used.
• The last 4 digits of the credit card used.
• The exact date and amount of the transaction. We can use this data to search our encrypted transaction logs to locate your purchase.

7. CODE OF CONDUCT

Novustra LLC prides itself on professional, courteous service. We expect the same courtesy from our customers.

7.1. Zero Tolerance for Abuse We maintain a Zero Tolerance Policy regarding abusive language toward our support staff.

• Harassment: We will not tolerate cursing, threats, personal attacks, slurs, or aggressive demands.
• Spamming: Sending 10 emails in one hour will not result in a faster response; it will result in your email address being flagged as spam by our system.

7.2. Consequence of Violation If a customer violates this Code of Conduct:

• We reserve the right to terminate communication immediately.
• We reserve the right to ban the customer from making future purchases on ArkoTools.
• We reserve the right to revoke the commercial license for any previously purchased digital goods.

We are real people trying to help you run your business. Please treat us with respect, and we will go above and beyond to resolve your issue.

8. PRIVACY AND DATA HANDLING IN SUPPORT

When you contact support, you are voluntarily providing us with personal data. Novustra LLC handles this data with the utmost care.

8.1. Data Usage We use the information provided in your support emails strictly to:

• Verify your identity as the account holder.
• Locate your specific transaction record.
• Troubleshoot your specific technical issue.

8.2. Third-Party Sharing We do not sell your support inquiries to third parties. However, we may share relevant details with our technical partners (e.g., Shopify or our email service provider) strictly for the purpose of resolving the technical glitch you are reporting.

8.3. Security Do NOT send sensitive data via email.

• Never email us your full credit card number.
• Never email us your passwords.
• Never email us your social security number. Novustra LLC will never ask for this information via email. If you receive an email asking for these details, it is a phishing scam and did not come from us.

9. LANGUAGE

All support services are provided in English.

• We utilize US English for all documentation and communication.
• If you are contacting us from a non-English speaking country, we will do our best to assist you using translation tools, but please be aware that technical nuances regarding digital assets and commercial licensing may be lost in translation. We recommend using a translator (like Google Translate) to convert your query into English before sending it to ensure the most accurate support.

10. PHYSICAL MAILING ADDRESS (FOR LEGAL NOTICES ONLY)

While we do not accept product returns or shipments at this address, Novustra LLC maintains a registered office for legal and administrative purposes. Note: Do not send returns, checks, or physical mail to this address. It is for official legal correspondence only. Any packages sent to this address will be refused and returned to sender at your expense.

Novustra LLC Attn: Legal Department / ArkoTools [Registered Agent Address on File] United States

(For the fastest response, always use the email address Support@ArkoTools.com)

11. FREQUENTLY ASKED QUESTIONS (CONTACT PRE-SCREENING)

To save you time, please review these top 3 questions before emailing us.

Q1: "I didn't get my download link!"

• A: 99% of the time, it is in your Spam folder. Please check there first. If it's not there, email us with your Order # and we will resend it manually.

Q2: "Can you mail this to me on a USB drive?"

• A: No. We do not ship physical products. We are a digital-only company.

Q3: "I bought this by mistake or I don't know how to sell it. Can I have a refund?"

• A: No. As per our Terms of Service, all sales are final once the digital product is delivered. We cannot issue refunds for "change of mind" or lack of technical/business experience.

12. CONCLUSION

We value your business and are here to help you succeed with your e-commerce journey. By following the guidelines in this policy, you help us provide the fastest, most effective support possible.

If you have read this entire document and still require assistance, please email us at the address below. We look forward to assisting you.

• Contact Email: Support@ArkoTools.com
• Parent Company: Novustra LLC
• Storefront: ArkoTools

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Copyright © 2026 Novustra LLC. All Rights Reserved. ArkoTools is a wholly-owned subsidiary storefront of Novustra LLC. Unauthorized duplication of this policy or the content sold on the store is strictly prohibited.