Customer Service Policy for ALO Yogu

At ALO Yogu, we believe exceptional customer service is as essential as the quality of our yoga wear and accessories. Our team is dedicated to supporting you at every step of your shopping journey—from pre-purchase questions to post-delivery assistance. This Customer Service Policy outlines the scope of our support, how to reach us, and the standards you can expect when interacting with our team. By engaging with our customer service, you agree to the terms outlined below, as well as our Terms of Use, Terms of Purchase, and other applicable policies.

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 experience with ALO Yogu. We provide support for:

  • Pre-Purchase Inquiries: Help with product details (e.g., sizing, fabric, care instructions), availability, pricing (all in USD), and style recommendations to help you find the perfect yoga wear or accessories.
  • Order Assistance: Updates on order status (processing, shipped, delivered), help with modifying or canceling orders (per our Terms of Purchase), and clarification on order confirmations or shipping notifications.
  • Shipping & Delivery Issues: Support with tracking packages (using the tracking information from your shipping confirmation email), addressing delayed deliveries, investigating lost or missing packages, and resolving issues with incorrect or damaged shipments.
  • Returns & Refunds: Guidance on initiating returns, understanding refund eligibility (per our Refund Policy), checking the status of a refund, and resolving refund denials or delays.
  • Account Support: Help with creating or accessing your ALO Yogu account, resetting passwords, updating account information (e.g., email, shipping address), and troubleshooting account-related errors.
  • Feedback & Concerns: Listening to your feedback (positive or constructive), addressing complaints or dissatisfaction with products or services, and working to find fair resolutions to ensure your satisfaction.
  • General Inquiries: Questions about our brand, policies (e.g., Shipping Policy, Refund Policy), or other non-transactional topics related to ALO Yogu.

Please note: We do not provide medical or fitness advice (e.g., yoga pose guidance, workout plans)—for such needs, we recommend consulting a certified yoga instructor or fitness professional.

2. Contact Channels & Availability

We offer a primary contact channel to ensure efficient, focused support for all users. Additional channels may be added in the future, and updates will be posted here.

2.1 Email Support (Primary Channel)

The most reliable way to reach our customer service team is via email:

  • Email Address: [email protected]
  • Support Hours: Our team operates Monday to Friday, 9:00 AM to 5:00 PM (Pacific Time, PT). We do not provide support on weekends (Saturday and Sunday) or major U.S. holidays (e.g., Christmas Day, New Year’s Day, Thanksgiving Day).
  • Response Time: We prioritize prompt responses and aim to reply to all emails within 1–2 business days of receipt. During peak periods (e.g., Black Friday, holiday seasons, or after new product launches), response times may extend to 2–3 business days—we appreciate your patience and will address inquiries in the order they are received.
  • Tips for Faster Assistance: To help us resolve your issue quickly, include the following in your email:
  • Your full name (as it appears on your order or account);
  • Order number (if the inquiry is related to a purchase);
  • Clear details about your question or issue (e.g., “My order #12345 hasn’t shipped yet” or “I need help returning the leggings I ordered”);
  • Photos (if applicable, e.g., for damaged products, incorrect items, or sizing issues).

2.2 Other Channels (Currently Unavailable)

At this time, ALO Yogu does not offer phone support, live chat, or social media direct message support. We have chosen to focus on email support to ensure our team can provide detailed, personalized responses to each inquiry—this helps avoid miscommunication and ensures we have all necessary information to resolve your issue effectively. We will notify users via our website if we add new contact channels in the future.

3. Service Standards & Commitments

We hold our customer service team to high standards to ensure a positive experience for every user. Our commitments include:

  • Courtesy & Respect: All team members will communicate with you in a friendly, professional, and respectful manner, regardless of the nature of your inquiry or issue.
  • Transparency: We will provide clear, honest information about your order, shipping status, refund timeline, or any other topic—we will never withhold details or give misleading answers. If we don’t have an immediate solution, we will inform you of the next steps and when you can expect an update.
  • Accountability: If an issue arises due to an error on our part (e.g., shipping the wrong item, defective product, delayed refund), we will take full responsibility and work to resolve it promptly (e.g., arranging a replacement, processing a refund, or covering return shipping costs).
  • Accessibility: We will ensure our support is accessible to all users. If you have specific needs (e.g., requiring a response in a different format), please mention this in your email, and we will accommodate you where possible.

4. Resolving Issues: Our Process

When you reach out with a concern, we follow a structured process to ensure efficient resolution:

  1. Acknowledgment: We will send a confirmation email within 24 hours of receiving your inquiry to let you know we’ve received it (this is separate from our detailed response).
  2. Investigation: Our team will review your inquiry, verify any relevant details (e.g., order history, shipping records, product information), and gather any additional information needed (we may follow up with you if more details are required).
  3. Resolution: We will provide a clear solution or update in our response, such as:
  • Answering your product or policy question;
  • Providing a return authorization (RA) number for a refund;
  • Initiating a missing package claim with the shipping carrier;
  • Processing a refund or replacement for a defective item.
  1. Follow-Up: If the resolution requires additional steps (e.g., waiting for a carrier investigation, processing a refund), we will follow up with you to confirm completion. If you are not satisfied with the initial resolution, you can reply to our email to request further assistance—we will escalate your issue to a senior team member if needed.

5. Special Considerations

5.1 International Customers

We provide the same level of customer service to international customers as we do to domestic (U.S.) customers. However, please note:

  • Time zone differences may affect the timing of our responses (we operate on Pacific Time, PT).
  • For customs-related issues (e.g., duties, hold-ups), we can provide documentation (e.g., commercial invoices) to assist, but we cannot control customs processes or fees (per our Shipping Policy).
  • Return shipping for international orders may take longer, and we recommend using a trackable carrier to avoid delays.

5.2 Gift Recipients

If you are a gift recipient and need assistance (e.g., returning a gift, exchanging a size), please provide the order number (from the gift giver) or the gift giver’s full name and email address in your inquiry. We can help process returns or exchanges for gifts, but refunds will be issued to the original payment method used by the gift giver (per our Refund Policy).

5.3 Feedback & Suggestions

We value your feedback—it helps us improve our products and services. If you have suggestions for how we can enhance our customer service (e.g., adding a new contact channel, improving response times), please share them via email at [email protected]. We review all feedback regularly and use it to make updates to our policy and processes.

6. Updates to This Policy

ALO Yogu reserves the right to update or modify this Customer Service Policy at any time. When we make changes, we will post the revised policy on our website and update the “last updated” date at the top of this page. The revised policy will take effect immediately upon posting. We recommend reviewing this policy periodically to stay informed of any updates.

7. Final Note

Our goal is to ensure you have a positive experience with ALO Yogu—whether you’re shopping for yoga wear, tracking an order, or returning a product. If you ever have questions or concerns, don’t hesitate to reach out to our team at [email protected]. We’re here to help!