Customer Service Policy – Gymshard

At Gymshard, we believe great customer service is as essential as the men’s and women’s gym clothing we craft—whether you’re asking about the fit of a compression tee for weightlifting, need tips to care for moisture-wicking leggings, or have questions about your order’s delivery (within our 6-12 day timeline). Our team is dedicated to making your fitness gear shopping journey smooth, informed, and satisfying, from browsing styles to unboxing gear ready for your next workout. This Customer Service Policy outlines how we support you, aligning with our Terms of Purchase, Shipping Policy, and Refund Policy to ensure consistency and trust.

1. Scope of Customer Service Support

We’re here to assist with every part of your Gymshard experience, covering the unique needs of our men’s and women’s activewear collection:

  • Product Inquiries: Guidance on gear details (e.g., “Is this men’s hoodie fleece-lined?” “Does this women’s sports bra work for high-impact workouts?”), size recommendations (e.g., “Do your compression shorts run small for men?” “Are women’s yoga leggings high-waisted?”), and fabric care (e.g., “How to wash sweat-wicking tees without fading” “Can I tumble dry men’s gym joggers?”). We also share usage tips (e.g., “Which leggings are best for hot yoga vs. outdoor runs”) to help you get the most out of your gear.
  • Order Assistance: Updates on order status (e.g., “Has my men’s compression top shipped?”), tracking support (e.g., “Why isn’t my tracking number updating for my women’s leggings?”), address changes (within 24 hours of order placement, before processing), and adjustments to styles/sizes (if possible before shipment—e.g., switching from women’s M to L in a sports bra).
  • Shipping & Delivery Concerns: Help with delayed shipments (e.g., “My order is past the 12-day delivery window”), missing packages (even if tracking shows “delivered”), and international shipping questions (e.g., “Will I have to pay customs for men’s shorts shipped to the EU?” “How does global free shipping work for my location?”).
  • Returns & Refunds: Step-by-step help with initiating returns (e.g., “How to package leggings to avoid damage during return”), checking refund status (e.g., “When will I get my money back for returned women’s hoodies?”), and resolving eligibility questions (e.g., “Are final-sale men’s tanks eligible for exchange?” “Can I return a sports bra if the hygiene liner is unopened?”).
  • Account Support: Assistance with creating an account, resetting passwords, updating personal details (e.g., shipping address, preferred sizes for men’s/women’s gear), and managing newsletter subscriptions (opting in/out of updates on new collections or seasonal sales).
  • Feedback & Issue Resolution: Addressing concerns (e.g., “The men’s shorts I received have a loose stitch”), handling defective product claims (e.g., “My women’s leggings tore after one workout”), and collecting suggestions (e.g., “Can you add more plus-size men’s activewear?” “Will you make high-waisted shorts for women?”) to improve our offerings.

Note: We don’t cover third-party issues (e.g., payment processor errors, shipping carrier delays beyond our 6-12 day timeline) but will direct you to the right contact for fast resolution.

2. How to Contact Us

We offer a primary support channel plus self-service resources to fit your needs—whether you want personalized help or quick answers:

  • Email Support: Our preferred channel is [email protected]—it lets us track your inquiry, attach order details (e.g., your size or shipping info), and provide clear, documented responses. When emailing, please include:
  • Your full name (matching your order or account).
  • Registered email address (linked to your Gymshard account, if applicable).
  • Order number (for order/shipping/refund questions).
  • Specific details (e.g., “I ordered men’s XL compression shorts (SKU: MS-015) but need XXL” “My women’s sports bra (SKU: WB-008) arrived with a broken strap”) and photos (if applicable, e.g., a picture of a defective seam) to speed up resolution.
  • Self-Service Resources: For quick answers without waiting, visit our website (www.gymshard.com):
  • FAQs: Covering common topics like “How to measure for men’s gym shorts,” “What’s the difference between compression and regular leggings for women,” “How long do returns take,” and “What if my order is delayed past 12 days.”
  • Size Guides: Printable measurement tools, gender-specific size charts (e.g., men’s waist sizes for joggers, women’s bust sizes for sports bras), and fit notes for each style (e.g., “This men’s tee runs true to size—order your usual”).
  • Order Tracking: Enter your order number and email to view real-time shipment updates (aligned with our 6-12 day timeline) without contacting support.

3. Response & Resolution Timelines

We prioritize prompt, thorough support to minimize inconvenience—especially if you’re waiting for gear for a workout or event:

  • Initial Response: We aim to reply to all email inquiries within 1-2 business days (Monday to Friday, excluding weekends and public holidays). During peak periods—like New Year’s fitness resolutions, summer workout prep, or holiday gifting—response times may extend to 3 business days. We’ll post notices on our website homepage and email you if delays are expected.
  • Issue Resolution:
  • Simple questions (e.g., “What colors do the women’s leggings come in?” “How do I unsubscribe from newsletters?”) are resolved in the initial response—no follow-up needed.
  • Complex issues (e.g., “My international order of men’s hoodies is stuck in customs,” “My returned women’s sports bra hasn’t been processed yet”) may take 3-5 business days to investigate (e.g., coordinating with shipping carriers, verifying product defects with our quality team). We’ll send updates every 2-3 days to keep you informed (e.g., “We’ve contacted DHL—they’ll release your order from customs within 48 hours”) until the issue is fixed.
  • Returns & Refunds: Once you submit a return request, we confirm receipt within 1 business day. After we receive your gear, we inspect it and process refunds/exchanges within 5-10 business days (as outlined in our Refund Policy)—we’ll email you when the refund is initiated or the replacement is shipped (with tracking, aligned with our 6-12 day delivery).

If you don’t get a response within our timeline, check your spam/junk folder (emails from [email protected] may be filtered) or resend your inquiry—we never ignore customer messages, and delays are often due to high volume or technical issues.

4. Service Standards & Commitments

Our team follows strict standards to ensure every interaction is helpful, respectful, and tailored to your fitness gear needs:

  • Expertise: We’re trained on our entire collection—we know the difference between men’s broad-fit shorts and women’s slim-fit leggings, understand fabric performance (e.g., moisture-wicking vs. thermal), and can guide you to gear that fits your workout (e.g., “For weightlifting, we recommend our high-waisted men’s compression shorts”). If we don’t have an answer immediately (e.g., “When will this women’s tank restock?”), we’ll research it (e.g., checking with our inventory team) and get back to you within 1 business day.
  • Empathy: We know fitness gear matters—whether you’re prepping for a race or just starting your journey. We listen to your concerns (e.g., “I need these leggings for my yoga class next week”) and validate your experience (e.g., “I’m sorry your order is delayed—we know you’re eager to use your new gear”). We focus on solutions (e.g., “Let’s expedite a replacement pair via our global free shipping—you’ll get it within 6-8 days”).
  • Transparency: We’re honest about what we can and can’t do. For example, if a men’s hoodie is out of stock, we’ll share the restock date (if known) or suggest a similar style (e.g., “Our fleece pullover (SKU: MP-009) is in stock and has the same warmth”). If a refund will take 7 days, we won’t promise it’ll arrive “tomorrow”—we set clear expectations to avoid disappointment.
  • Accountability: If we make a mistake (e.g., sending the wrong size women’s sports bra, missing your return inquiry), we take responsibility. We’ll apologize, correct the issue promptly (e.g., send a free replacement via global free shipping, expedite your refund), and follow up within 2 business days to ensure you’re satisfied (e.g., “Did your new men’s compression tee arrive on time?”).

5. Escalation Process for Unresolved Issues

If you’re not happy with the initial resolution or your concern isn’t fixed within our timeline, we offer a clear escalation path to ensure your voice is heard:

  1. Request Escalation: Reply to your original customer service email and state you’d like to escalate the issue. Include a summary of past communication (e.g., “I contacted support on 5/10 about my delayed refund”), why you’re unsatisfied (e.g., “My refund for women’s leggings still hasn’t arrived after 10 days”), and your desired outcome (e.g., “I want my refund processed within 3 days or a replacement pair sent for free”).
  2. Senior Team Review: A Senior Customer Service Manager will take over your case within 1 business day. They’ll review your order details, past emails, and any supporting documents (e.g., return tracking receipts, photos of defects) to get a full picture of the issue.
  3. Final Resolution: The manager will provide a final response within 3 business days, with concrete steps (e.g., “Your refund has been expedited and will post to your card by Friday—we’ve also added a $10 store credit for the inconvenience” “We’re sending a new pair of men’s gym shorts via global free shipping, and they’ll arrive within 6-8 days”). This response is our final commitment, unless additional action is required by law or our policies.

6. Updates to This Policy

We may update this Customer Service Policy to reflect changes in our support channels (e.g., adding live chat for urgent questions during peak seasons) or service standards (e.g., extending hours for New Year’s fitness gear inquiries). When we make updates:

  • We revise the “Last Updated” date at the top of this page.
  • We post the new version on our website (www.gymshard.com) and email existing customers if changes are significant (e.g., a new escalation process, extended response times, or added support channels).

The updated policy applies to all inquiries initiated on or after the “Last Updated” date—for inquiries started before, the policy in effect when you first contacted us applies.

7. Contact Information (Recap)

For personalized support with your Gymshard experience—whether it’s about men’s weightlifting gear, women’s yoga clothing, or order/shipping questions—reach out to us:

Email: [email protected]

Website: www.gymshard.com (for FAQs, size guides, order tracking, and shipping updates)