Customer Service Policy

Thank you for choosing our website for your activewear and sportswear needs. We are dedicated to providing friendly, professional, and efficient customer support to ensure a positive shopping experience for every user. This Customer Service Policy outlines the scope, channels, and standards of our customer service, as well as how we address your inquiries and concerns. By using our website and services, you acknowledge and agree to the terms below.

1. Service Mission

Our customer service team is committed to:
  • Responding to your inquiries promptly and accurately
  • Resolving issues fairly and efficiently, with your satisfaction as our top priority
  • Providing transparent information about products, orders, shipping, returns, and refunds
  • Treating all customers with respect, courtesy, and professionalism

2. Service Channels

You can reach our customer support team through the following official channels:
  • Email
  • Online contact form (accessible via the "Contact Us" page on our website)
  • Phone
We do not provide customer service through social media platforms or unlisted third-party channels. For the security of your personal and order information, please use only the official channels listed above to communicate with us.

3. Service Hours & Response Time

  • Our customer service team operates during standard business hours (Monday to Friday, excluding public holidays)
  • We aim to respond to all inquiries within 24-48 business hours of receipt
  • For urgent matters (e.g., defective products, order errors, shipping delays), we will prioritize processing and strive to provide a preliminary response within 12 business hours
  • Response times may be extended during peak shopping periods due to high inquiry volume. We appreciate your patience and will process all requests in the order they are received

4. Scope of Service

Our customer service team is available to assist you with the following matters:
  • Product-related inquiries: Information about sizes, fabrics, fit, functionality, care instructions, availability, and style details
  • Order assistance: Checking order status, modifying unshipped orders, updating delivery addresses (where permitted), and tracking shipments
  • Shipping-related questions: Clarifications on processing times, delivery estimates, tracking issues, failed deliveries, and free shipping policy
  • Return and refund support: Guiding you through the return process, verifying return eligibility, and updating refund status
  • Account management: Helping with account registration, login issues, password resets, and updating personal information
  • Complaints and feedback: Addressing concerns about products, services, or customer experience, and providing solutions or follow-ups
  • Technical support: Assisting with website navigation, checkout errors, and other technical issues encountered while using the website

5. Issue Resolution Process

To ensure efficient handling of your concerns, we follow this resolution process:
  1. Inquiry Submission: Provide clear and detailed information (e.g., order number, product name, issue description, relevant photos/videos) when contacting us to help us understand your needs quickly
  2. Confirmation & Review: We will acknowledge receipt of your inquiry and review the details provided. If additional information is needed, we will notify you promptly
  3. Resolution Proposal: Based on our policies (Shipping Policy, Refund Policy, etc.) and the nature of your issue, we will provide a specific solution within the stated response time
  4. Follow-Up: After providing a solution, we will follow up to confirm that your issue has been resolved to your satisfaction. If you are not satisfied with the initial solution, we will re-evaluate the matter and offer alternative options where possible

6. Feedback & Continuous Improvement

We value your feedback as it helps us improve our products and services. You may share your suggestions, comments, or complaints through our official customer service channels. We regularly review customer feedback and use it to optimize our website functionality, product selection, and service standards.

7. Limitations

  • We are not responsible for resolving issues arising from improper use of products, failure to follow care instructions, or misuse of your account
  • We cannot guarantee resolution of issues caused by factors beyond our control (e.g., third-party payment processor errors, logistics carrier delays, force majeure events)
  • For product-related concerns (e.g., fit issues after extended use), we recommend reviewing product details and size guides before purchase, as we adhere to our Refund Policy for returns

8. Contact Us

For any questions, concerns, or assistance, please reach out to our customer service team through the official channels listed in Section 2. We are committed to addressing your needs and ensuring a smooth and enjoyable shopping experience.