Customer Service Policy

Customer Service Policy


This Customer Service Policy establishes consistent service standards, communication channels, response timelines and resolution protocols for all customer inquiries, order issues, return requests, sizing questions and product support submitted to the support team of aloyogastore.us.com, our dedicated yoga and studio-to-street activewear ecommerce platform.

1. Official Customer Service Contact Channel


The primary dedicated support email for all shopping, order, shipping, return, refund and product questions is support@aloyogastore.us.com. All customer service communications, including order tracking requests, return authorization submissions, defective product claims and sizing guidance questions, must be sent to this email address for official recorded support handling.

Separate dedicated email channels exist for specialized non-general customer inquiries:

  • Media, press interview and brand collaboration requests: press@aloyogastore.us.com
  • Bulk wholesale order, retailer partnership and bulk discount inquiries: wholesale@aloyogastore.us.com

Our customer service team does not offer live phone support, social media direct message support or instant chat support; all formal resolutions and official order adjustments are processed exclusively via email ticket submissions for permanent record keeping aligned with our Shipping Policy, Refund Policy and Terms of Purchase.

2. Standard Support Response Timeline


Our customer service team operates standard email support processing hours every business day, excluding weekends and public holidays. All valid customer support emails received at support@aloyogastore.us.com will receive an initial automated acknowledgment email within 2 hours of submission, followed by a full detailed personalized response within 2 complete business days of your original inquiry.

High-volume seasonal sale periods (including our annual Summer 70% Off sitewide event) may extend full response timelines to a maximum of 3 business days, with automated email notifications sent to customers during peak wait periods to set clear service expectations.

3. Scope of Support Services Provided


Our customer service team assists customers with the full range of shopping and post-purchase support needs for all items sold on aloyogastore.us.com:

  • Order tracking lookup, shipment delay investigation and lost package coordination aligned with our Shipping Policy
  • Full return request authorization, complimentary pre-paid return label distribution and refund status tracking per our Refund Policy
  • Sizing chart guidance, fabric composition details and fit recommendations for all yoga leggings, apparel and activewear styles
  • Defective product resolution for manufacturing flaws, including free return processing and refund or exchange coordination
  • Checkout troubleshooting, payment failure resolution and USD currency checkout support questions
  • General website navigation, product catalog search and discount promotion technical support for our sitewide 70% off savings events

Our team cannot modify core platform policies (including fixed 1–3 day processing windows, universal 6–12 day delivery estimates, 60-day return windows and free global shipping rules) at individual customer request; all policy standards apply uniformly to every shopper on aloyogastore.us.com.

4. Service Resolution Process for Customer Complaints


If you submit a formal complaint regarding your order, product quality or shopping experience to support@aloyogastore.us.com, our team follows a standardized three-step resolution workflow:

  1. Initial review of your submitted inquiry, order records and supporting evidence (photos, tracking numbers, delivery confirmations)
  2. Propose a fair resolution aligned with our published site policies (full refund, exchange, store credit or complimentary return shipping) within our standard response timeline
  3. Finalize resolution once you confirm acceptance of the proposed solution via reply email; all resolution outcomes are permanently attached to your order file for future reference

If you are unsatisfied with the initial resolution offer provided by our support team, you may request escalation to our senior customer service lead within 1 business day of receiving your first response, who will conduct a full secondary independent review of your case.

5. Customer Communication Standards


All customer service correspondence from the aloyogastore.us.com team maintains respectful, solution-focused, transparent language designed to deliver clear, actionable guidance for every customer concern. We require all support team members to address customer questions thoroughly, reference relevant site policy pages (Shipping Policy, Refund Policy, Terms of Purchase) and provide step-by-step instructions for any required customer action.

We request all customers submitting support tickets include their full order number in the email subject line to accelerate our lookup and response process, alongside clear descriptions of your inquiry and attached visual evidence (product photos, tracking screenshots) when applicable.

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