To Our Valued Customers,
We are writing to address the technical issue that occurred on Tuesday, December 2nd, 2025, between 10:00 AM and 5:00 PM Pacific Standard Time (PST), which prevented some customers from completing their purchases. The issue has been permanently resolved.
To sincerely apologize for this inconvenience, we have established the following compensation plan.
Compensation Plan Details
1. Eligibility Criteria:
To qualify, you need to meet all of the following conditions:
- Qualifying Order: You need to have placed an order during the PST period of December 2 through December 7, 2025. Only the initial order you place within this specific timeframe is eligible. Subsequent orders within the same period do not qualify.
- Customer Service Declaration: After that eligible order is complete, you need to contact our customer service team to declare that your purchase process was affected by the pop-up bug on December 2nd.
- Impact Window: The declared impact must have occurred specifically during December 2nd, 10:00 AM - 5:00 PM (PST).
2. Available Compensation Options (Choose One):
For your single eligible order, you may select one of the following:
- Option A: Complimentary Installation
- Receive our standard installation service for the product(s) in that specific eligible order at no charge.
- Option B: 10% Account Gift Card
- Receive a gift card credited to your account. The value will be 10% of the eligible order's subtotal (excluding taxes and shipping), valid for one year.
3. How to Claim:
- Place your order during the eligibility period (Dec 2-7, 2025 PST). Remember, only the first order you place in this window qualifies.
- Contact Customer Service via the Help Center, live chat, or support email.
- Provide your order number and state you were affected by the "December 2nd pop-up bug" during the specified hours.
- Specify your chosen compensation (A or B).
Our Commitment
We are enhancing our testing and monitoring systems to prevent future issues. We truly appreciate your understanding and continued trust.
Sincerely,
The Graywind Team
Date: December 3, 2025
