1. How to reach me
Email support@itsdad.io, or use the contact form on the site. It reaches Brooks Walker directly — there is no support team, no ticket queue, and no bot answering first.
Email from the address you purchased with and include your order number where relevant. It saves a round trip.
2. Response times
The target is a reply within 2 business days, Monday to Friday, U.S. Eastern time. Delivery failures, billing problems, and access issues jump the queue and are usually handled the same day.
I am one person with a family, so evenings, weekends, and holidays are slower. If something is urgent, say so in the subject line.
3. What support covers
- Download, delivery, and access problems — always fixed, no time limit.
- Account, login, and library issues.
- Billing, invoices, receipts, cancellations, and refunds under the Refund Policy.
- Product defects — a broken file, a wrong version, a missing asset.
- Reasonable how-to questions about using a product you bought.
- Bug reports for software subscriptions, including Overwatch.
4. What support does not cover
- Custom work, bespoke edits, or one-to-one consulting on a product purchase — that is a services engagement, and I am happy to quote it.
- Support for third-party tools bought through affiliate links; the merchant handles those.
- Business, financial, legal, or tax advice — see the Earnings Disclaimer.
- Guaranteeing an outcome from using a product.
5. Escalation and conduct
If I have not replied within five business days, resend the email with ESCALATE in the subject line. Something went wrong on my end and I would rather you push than assume you were ignored.
I will always be civil with you and I ask for the same. Abusive or threatening messages end the conversation and may result in account closure under the Acceptable Use Policy.
6. Business details
ITS DAD LLC · Sole owner: Brooks Walker · South Carolina, United States · https://itsdad.io · support@itsdad.io