Customer Service Policy for Youngih

Last Updated: 2025.09.15

At Youngih (“we,” “us,” or “our”), providing exceptional customer service is as important to us as crafting high-quality fitness apparel. We aim to support you at every step of your shopping journey—from pre-purchase questions to post-delivery assistance—with transparency, respect, and efficiency. This Customer Service Policy outlines the scope of our support, how to reach us, and what you can expect when you contact our team. By engaging with our customer service, you agree to this policy, as well as our Terms of Use, Terms of Purchase, and Privacy Policy.

1. Scope of Customer Service Support

Our customer service team is here to assist with a wide range of inquiries and issues related to your experience with Youngih. We provide support for:

  • Pre-Purchase Questions: Product details (e.g., sizing, fabric, care instructions), availability, pricing (in USD, our sole transaction currency), and website functionality.
  • Order Assistance: Tracking your order, updating shipping addresses (where eligible), canceling orders (within the 24-hour window), and resolving order processing delays.
  • Shipping & Delivery Issues: Missing packages, lost shipments, damaged deliveries, and questions about customs or duties (for international orders).
  • Returns & Refunds: Initiating return requests, checking refund status, and addressing issues with return approvals or refund processing.
  • Account Support: Creating or accessing your Youngih account, resetting passwords, updating account information, and resolving account-related errors.
  • Feedback & Concerns: Sharing your experience (positive or constructive), reporting website bugs, or suggesting improvements to our products or services.

Please note: We cannot provide support for purchases made through third-party retailers (e.g., other websites or physical stores)—these inquiries must be directed to the original seller.

2. How to Contact Us

The primary way to reach our customer service team is via email, as this allows us to track your inquiry and provide detailed, documented responses. We also offer additional support channels to accommodate your needs:

2.1 Email Support (Primary Channel)

  • Email Address: [email protected]
  • Subject Line Guidance: To help us respond quickly, include a clear subject line (e.g., “Order Tracking – #12345,” “Sizing Question – Yoga Leggings,” “Damaged Package Refund”).
  • Inquiry Details: When emailing, please include relevant information such as your full name, order number (if applicable), contact information, and a detailed description of your request or issue. For issues like damaged products, attaching photos will help us resolve the matter faster.

2.2 Additional Support Channels (Coming Soon)

We are continuously expanding our support options to better serve you. In the near future, we plan to add:

  • Live Chat: Real-time support during our business hours (details to be announced on our website).
  • FAQ Page: A comprehensive resource for quick answers to common questions (e.g., sizing charts, return steps) to help you find solutions without waiting for a response.

Updates to our support channels will be posted on the Youngih website (www.youngih.com) and announced via email to our registered users.

3. Response Time Expectations

We understand that timely support matters, and we strive to respond to all inquiries as quickly as possible. Our typical response times are:

  • Email Responses: We aim to reply to all email inquiries within 1–2 business days. Business days exclude weekends (Saturday and Sunday) and major public holidays (e.g., Christmas Day, New Year’s Day, Thanksgiving Day in the U.S.).
  • Urgent Issues: For time-sensitive matters (e.g., a package marked as delivered but not received, an order cancellation request within the 24-hour window), we prioritize responses and will typically get back to you within 24 hours (during business days).
  • Peak Periods: During high-demand times (e.g., Black Friday sales, holiday shopping seasons), response times may be slightly extended (up to 3 business days) due to increased inquiry volume. We will notify you via our website if significant delays are expected.

4. Issue Resolution Process

When you contact us with an issue, we follow a structured process to ensure it is resolved fairly and efficiently:

  1. Inquiry Receipt & Logging: We acknowledge receipt of your inquiry via email (usually within a few hours) to confirm we have received your request. We log all inquiries in a secure system to track progress.
  2. Information Gathering: If we need additional details (e.g., more photos of a damaged product, your order confirmation), we will request this promptly—providing the information quickly will speed up resolution.
  3. Investigation & Action: Our team will investigate your issue (e.g., coordinating with shipping carriers for lost packages, verifying return eligibility for refunds) and determine the best solution. We will keep you updated if the investigation takes longer than 2 business days (e.g., for carrier claim processing).
  4. Resolution & Follow-Up: Once a solution is confirmed (e.g., issuing a refund, sending a replacement), we will notify you via email with all relevant details (e.g., refund tracking number, replacement order number). We may follow up 3–5 business days later to ensure the resolution meets your expectations.

5. Customer Responsibilities When Contacting Support

To help us provide the best possible service, we ask that you:

  • Provide Accurate Information: Share correct details (e.g., order numbers, email addresses linked to your account) to avoid delays in locating your records.
  • Be Clear & Specific: Describe your issue or question in detail (e.g., “My order #12345 was marked delivered on 9/10 but I haven’t received it” instead of “I didn’t get my package”).
  • Allow Time for Resolution: Some issues (e.g., carrier claims for lost packages) take time to resolve—we will keep you informed, but please allow the necessary time for investigations.
  • Communicate Respectfully: Our team works hard to assist you, and we ask that you interact with us in a polite, non-harassing manner. We reserve the right to limit support for individuals who are abusive or uncooperative.

6. Updates to This Customer Service Policy

We may update this Customer Service Policy from time to time to reflect changes in our support channels, response times, or service scope. Any updates will be posted on this page with a revised “Last Updated” date. Your continued use of our customer service after changes take effect constitutes your acceptance of the revised policy. We encourage you to review this policy periodically to stay informed of how we support our customers.

7. Feedback on Our Customer Service

We value your input on our customer service experience. If you are satisfied with the support you received—or if you feel we could improve—please let us know via email ([email protected]) with the subject line “Customer Service Feedback.” Your feedback helps us train our team and enhance our support for all users.

8. Final Note

At Youngih, we are committed to making your experience as smooth and enjoyable as possible. If you have any questions, concerns, or need assistance, do not hesitate to contact our team at [email protected]. We are here to help you get the most out of your Youngih fitness apparel and shopping journey.