Youngyn Customer Service Policy

Last Updated: 2025.09.17

At Youngyn (“we,” “us,” or “our”), we believe exceptional customer service is as essential as the quality of our fitness apparel. Our team is dedicated to supporting you at every step of your shopping journey—from answering product questions to resolving post-purchase issues. This Customer Service Policy outlines the scope of our support, how to reach us, and what you can expect from our team, ensuring a smooth and satisfying experience with our brand. By engaging with our customer service team or using our website (www.youngyn.com), you agree to the terms outlined below.

1. Scope of Customer Service Support

Our customer service team is here to assist with a wide range of inquiries and needs related to your interaction with Youngyn. We provide support for:

1.1 Pre-Purchase Inquiries

Product details: Sizing guidance (e.g., fit recommendations for leggings, sports bras), fabric information (e.g., moisture-wicking properties, stretchability), care instructions, and color/design availability.
Order-related questions: How to place an order, payment method options (all transactions in USD), tax calculations, and gift options (if applicable).
Shipping clarifications: Details on our free global shipping policy, delivery timelines (6-12 business days post-shipment), and shipping destinations.

1.2 Post-Purchase Support

Order tracking: Helping you locate your tracking number (sent via Shipment Confirmation email) or resolve issues with tracking updates (e.g., delayed scans, missing information).
Address changes/order modifications: Assisting with updates to shipping addresses or order details (if requested within 24 hours of order placement and before processing/shipping).
Returns and refunds: Guiding you through our 60-day return process, issuing Return Authorization (RA) numbers, and updating you on refund status (processed within 5-10 business days of approved returns).
Defective/damaged products: Supporting you in reporting defective or damaged items (within 7 days of delivery) and coordinating resolutions (e.g., replacements, refunds, or reimbursement for return shipping).

1.3 Account and Technical Support

Account management: Helping you create, access, or reset your Youngyn account (e.g., password resets, updating personal information).
Website technical issues: Assisting with problems like difficulty navigating the site, adding items to cart, checking out, or accessing order history.

2. Customer Service Channels

We offer a primary, reliable channel for customer support to ensure efficient and consistent communication:

2.1 Email Support (Primary Channel)

The fastest and most effective way to reach our team is via email:

Support Email: [email protected]
What to Include: To help us resolve your inquiry quickly, please include your full name, order number (if applicable), contact phone number, and a clear, detailed description of your issue (e.g., “Order #YNG20250917: Missing tracking updates for my leggings order” or “Question about size M vs. L for the high-support sports bra”).
File Attachments: If relevant, attach photos (e.g., of a defective product, shipping label) or screenshots (e.g., of a website error) to provide additional context.

2.2 Additional Support (Future Expansion)

We may introduce additional support channels (e.g., live chat, phone support) as our customer base grows. Any new channels will be announced via our website and email notifications to registered users, with updated details added to this policy.

3. Customer Service Response Times

We prioritize timely responses to ensure your concerns are addressed without unnecessary delay. Our standard response timelines are:

General Inquiries (Pre-Purchase/Account): We aim to respond to emails within 1-2 business days (excluding weekends, public holidays, and peak periods like Black Friday or holiday seasons).
Urgent Inquiries (Post-Purchase): For time-sensitive issues (e.g., lost orders, damaged products, address changes within the 24-hour window), we prioritize responses and aim to get back to you within 1 business day.
Peak Periods: During high-traffic times (e.g., holiday shopping, product launches), response times may extend to 2-3 business days. We will notify users via our website homepage if significant delays are expected, and we appreciate your patience as we work to support all customers.

Once we respond to your initial inquiry, we will continue to communicate with you until your issue is fully resolved. For complex matters (e.g., investigating a lost order with the carrier), we will provide regular updates (e.g., “We’ve contacted the carrier and expect a status update within 2 business days”) to keep you informed.

4. Resolution Commitments

Our goal is to resolve every customer issue to your satisfaction. We stand behind our products and services, and we commit to the following resolution standards:

4.1 Product-Related Issues

Defective/Damaged Products: If you receive a product with manufacturing defects or damage from shipping, we will:

Confirm the issue via email (with photos if needed) within 1 business day.
Offer a resolution tailored to your preference: a full refund (processed within 5-10 business days), a replacement order (shipped for free within 1-3 business days of approval), or store credit (if preferred).
Reimburse return shipping costs for defective/damaged items (upon receipt of proof of shipping payment).

Incorrect Products: If we ship the wrong item (e.g., wrong size, style, or color), we will:

Arrange for the incorrect item to be returned to us (we cover all return shipping costs).
Ship the correct item to you for free, with priority processing (1-2 business days) to minimize delay.
Offer a full refund instead if you no longer want the correct item.

4.2 Order and Shipping Issues

Lost Orders: If your order is confirmed lost (after investigating with the carrier), we will offer you a choice between a full refund (processed within 5-10 business days) or a replacement order (shipped for free) within 1 business day of confirming the loss.
Delayed Deliveries: If your order exceeds the 6-12 business day delivery window, we will investigate with the carrier, provide you with a detailed status update, and offer support (e.g., escalating the issue with the carrier, arranging a refund if delivery is no longer desired).
Return/Refund Processing: Once we receive and inspect your returned items (3-5 business days post-delivery to our warehouse), we will approve or deny the refund within 1 business day. Approved refunds are processed to your original payment method within 5-10 business days, and we will send you a confirmation email once the refund is initiated.

5. Customer Feedback and Improvement

We value your feedback as it helps us enhance our products and customer service. If you have suggestions, compliments, or concerns about your experience with our customer service team, please share them via our support email ([email protected]).

We regularly review customer feedback to identify areas for improvement (e.g., streamlining the return process, adding new support channels) and update our policies or procedures accordingly. We may also follow up with you to ask for additional details about your feedback, as your input is critical to helping us serve you better.

6. Changes to This Customer Service Policy

We may update this Customer Service Policy to reflect changes in our support channels, response times, or resolution processes. When we make updates:

We will post the revised policy on our website (under the “Policies” section).
We will update the “Last Updated” date at the top of this page.
We will send a notification email to registered users if the changes are material (e.g., adding a new support channel, adjusting response times).

Your continued use of our customer service or website after the revised policy is posted constitutes your acceptance of the changes. We recommend reviewing this policy periodically to stay informed of how we support our customers.

7. Final Note

At Youngyn, we are committed to treating every customer with respect, transparency, and care. Our customer service team is trained to listen to your needs, provide clear answers, and resolve issues fairly. If you ever feel that your concern is not being addressed to your satisfaction, please reply to our initial response and request to escalate your inquiry to a senior customer service representative—we will ensure your issue receives additional attention until it is resolved.

Thank you for choosing Youngyn. We appreciate your trust in our brand, and we look forward to supporting you on your fitness journey.