At Binge Island, we believe in clear, timely communication. Whether you’re a prospective client or a current customer, we aim to respond to all messages within a reasonable timeframe to keep your project or inquiry moving forward.
Our Standard Response Times
We aim to reply to all queries during our working hours, which are:
- Monday to Friday
- 9:00 AM – 5:00 PM (EST)
Typical response times are as follows:
| Message Type | Response Time |
|---|---|
| General Enquiries | Within 1 business day |
| Project-Specific Questions | Within 1 business day |
| Technical Issues or Errors | Within 1 business day |
| Feedback on Active Projects | Within 1 business day |
| Billing & Payment Inquiries | Within 1 business day |
| Escalation or Urgent Issues | Prioritised same-day review |
Where to Send Messages
All communication should be submitted via our Contact Form. This helps us track and assign your message to the right member of our team.
Please do not rely on social media DMs or informal WhatsApp messages for project communication. These channels are not monitored for support and may result in delayed or missed responses.
Message Acknowledgements
When you submit a message via the contact form, you’ll receive an email confirmation letting you know that we’ve received it. A team member will follow up as soon as possible within the stated timeframe.
Follow-Up Etiquette
We understand some matters feel urgent. If you haven’t heard from us within 1 full business day, feel free to follow up by replying to your confirmation email. There’s no need to submit the form again.
Out-of-Hours Messages
Messages received outside of our working hours (including weekends and public holidays) will be reviewed on the next working day.
Need Urgent Help?
If your site is down or you’re experiencing a critical issue, please include the word “URGENT” in your subject line or message. We’ll prioritise those messages accordingly.
Still Have Questions?
Reach out through our Contact Form, and we’ll take care of the rest.
