Customer Service Policy

At Athlety, we believe that exceptional customer service is the cornerstone of a successful shopping experience. Our dedicated customer service team is committed to providing you with prompt, professional, and personalized assistance throughout your journey with us. This Customer Service Policy outlines how we support you, from answering pre-purchase questions to resolving post-purchase concerns.

1. Service Channels and Hours

  • Email Support: Reach out to us at [email protected] at any time. Whether you have questions about products, need help with an order, or want to share feedback, our team monitors emails around the clock. You can expect a response within 24 hours on business days, and we’ll do our best to address your query comprehensively.
  • Live Chat (Coming Soon): In the near future, we’ll be introducing a live chat feature on our website. This real-time communication option will allow you to connect directly with a customer service representative during our business hours, which are Monday – Friday, 9:00 AM – 5:00 PM (EST). Stay tuned for updates on this convenient service addition!

2. Pre-Purchase Assistance

  • Product Inquiries: Unsure which yoga pants are best for your practice, or need more details about the fabric of our athletic tops? Our customer service team is well-versed in our Women’s Yoga Clothing, Technical Athletic Clothing, and Athleisure collections. We’ll provide you with accurate product information, sizing guidance, and style recommendations to help you make the perfect choice.
  • Order – Related Questions: If you have questions about shipping times, payment methods, or any other aspect of the ordering process, we’re here to clarify. We’ll walk you through each step, ensuring you feel confident and informed before finalizing your purchase.

3. Post-Purchase Support

  • Order Status and Tracking: Need to check on the status of your order or have trouble accessing your tracking information? Simply contact us, and we’ll assist you in locating your package and providing you with the latest updates on its journey.
  • Returns and Refunds: Should you need to initiate a return or have questions about the refund process, our team will guide you through it. We’ll provide return shipping labels (when applicable), explain the inspection process, and keep you informed about when you can expect your refund.
  • Product Issues: If you receive a defective item, the wrong product, or have any other product – related problems, don’t worry. We’ll take immediate action to resolve the issue, whether that means sending a replacement, offering a refund, or providing a discount on your next purchase.

4. Feedback and Suggestions

We value your input! If you have any suggestions for improving our products, services, or website, or if you’d like to share your overall experience with us, please let us know. Your feedback helps us enhance our offerings and better meet your needs. We may even reach out to you for further details or to thank you for your valuable insights.

5. Escalation Process

In the rare event that your issue isn’t resolved to your satisfaction through our standard customer service channels, we have an escalation process in place. You can request to speak with a supervisor, who will review your case and work towards a resolution. We’re committed to ensuring that every customer concern is addressed fully and fairly.

6. Multilingual Support

While our primary language of communication is English, we understand that our customers come from diverse backgrounds. For non-English speakers, we recommend using translation tools when reaching out via email. In the future, we aim to expand our customer service capabilities to offer support in additional languages.

At Athlety, your satisfaction is our top priority. If you have any questions or concerns that aren’t covered in this Customer Service Policy, don’t hesitate to contact us. We’re here to make your shopping experience with us as enjoyable and stress – free as possible.