Customer Service Policy – Youngih

At Youngih, we believe great fitness apparel deserves great support. Whether you’re unsure about sizing for leggings, need tips to care for your moisture-wicking tank, or have questions about your order, our team is here to help—because your workout experience shouldn’t stop at checkout. This policy outlines how we assist you, the channels to connect, and our commitment to resolving your needs with the same care we put into crafting our activewear.

1. How to Reach Our Customer Service Team

We offer tailored support channels to match the needs of fitness enthusiasts—fast, accessible, and focused on your active lifestyle:

  • Email Support (Preferred for Detailed Queries):

Reach us at [email protected] for in-depth help, such as:

  • Sizing advice for specific workouts (e.g., “Do your compression leggings fit tight enough for weightlifting?”);
  • Fabric care guidance (e.g., “How to prevent pilling on my workout hoodie”);
  • Order issues (e.g., missing items, delayed shipping for a race-day jacket).

We include fitness and fabric experts in responses to ensure accuracy—no generic answers, just advice that works for your activewear.

  • Live Chat (For Quick Questions):

Available on our website (www.youngih.com) during Monday–Friday, 9:00 AM–6:00 PM (EST). Use this for instant support like:

  • Checking stock (e.g., “Is the black high-waisted leggings in size M still available?”);
  • Verifying shipping timelines (e.g., “Will my tank arrive by next week’s hike?”);
  • Basic fit questions (e.g., “Do your shorts run small?”).

Look for the “Chat with a Fitness Gear Advisor” icon in the bottom right corner—we’ll respond within 3 minutes.

2. What We Can Help You With

Our team specializes in fitness apparel, so we’re ready to assist with every part of your activewear journey:

  • Activewear Guidance & Fit Support:
  • Personalized sizing recommendations (e.g., “If you prefer a snug fit for yoga, size down in our seamless leggings”);
  • Workout-specific product tips (e.g., “Our moisture-wicking tanks are best for HIIT—they dry 3x faster than cotton”);
  • Troubleshooting fit issues (e.g., “How to adjust the waistband on your joggers for a better fit”).
  • Order & Shipping Assistance:
  • Real-time order tracking (e.g., “Where is my compression jacket for tomorrow’s run?”);
  • Address updates (before processing) to avoid delivery delays;
  • Resolving shipping problems (e.g., customs holds for international activewear orders).
  • Returns & Refunds Support:
  • Guiding you through activewear-specific return steps (e.g., “How to pack leggings to avoid damage during return shipping”);
  • Issuing Return Authorization (RA) numbers for eligible items;
  • Following up on refund status (e.g., “When will I get my money back for the returned workout top?”).
  • Post-Purchase Care:
  • Fabric care instructions (e.g., “Wash your sports bra on a gentle cycle to preserve elasticity”);
  • Repair advice (e.g., “How to fix a loose seam on your leggings at home”);
  • Replacement part requests (e.g., “Can I get a new drawstring for my workout shorts?”).

3. Our Response Time Commitment

We know your workouts don’t wait—so neither do we. Here’s how fast you’ll hear from us:

  • Email Support: Respond within 1–2 business days. For complex questions (e.g., “Why is my moisture-wicking fabric not performing as expected?”), we may take an extra day to consult our fabric team—but we’ll send a confirmation email within 24 hours to let you know we’re on it.
  • Phone Support: Average wait time is 5 minutes during operating hours. If all lines are busy, leave a message with your name, order number, and issue—we’ll call you back within 1 business day (faster for urgent requests like race-day gear issues).
  • Live Chat: Wait times are under 3 minutes for most queries. If our team is temporarily busy, you can leave your email, and we’ll follow up via email within 2 hours.

4. Special Support for Peak Seasons

During busy periods (holidays, new collection launches, or back-to-gym seasons), support volume increases—but we adjust to keep service fast:

  • Add extra fitness gear experts to email and chat teams;
  • Extend phone hours to 7:00 AM–8:00 PM (EST);
  • Post real-time updates on our website (e.g., “Current email response time: 1.5 days”) to set expectations;
  • Create a “Peak Season FAQ” page with answers to common questions (e.g., “How long will my order take to ship?”) for instant access.

5. How We Resolve Issues

Our process is designed to get you back to your workouts as quickly as possible:

  1. Listen & Understand: We ask detailed questions to get to the root of your concern (e.g., “Is the issue with the leggings’ fit around the thighs or waist?”) to avoid missteps.
  2. Offer Fitness-Focused Solutions: For fit issues, we may suggest a size exchange and share tips to maximize comfort (e.g., “Size L will fit better, and wearing them with seamless underwear reduces chafing”). For shipping delays, we may expedite a replacement if you have an upcoming workout.
  3. Follow Up to Ensure Satisfaction: After resolving your issue, we send a follow-up email within 3 days to check in (e.g., “Is your new sports bra working well for your yoga classes?”). If you’re still not happy, we’ll keep working until we get it right.

6. Feedback & How to Share It

Your input helps us make our support (and our activewear) better. Here’s how to share:

  • Positive Feedback: Email us or leave a review on our website—we highlight exceptional interactions with our team and use your praise to recognize hard work.
  • Concerns or Suggestions: If you’re not satisfied with our support, email [email protected] with:
  • Your name and order number;
  • Details of the issue (e.g., “I waited 3 days for an email response”);
  • How you’d like it resolved.

Our Customer Service Manager will review your feedback within 2 business days and work with you to fix the issue.

7. Changes to This Policy

We update this policy to enhance our support (e.g., adding a “Fitness Gear Care Webinar” or extending chat hours). Revisions are marked with a new “Last Updated” date on our website. Continued use of our services means you accept the updated terms.

Thank you for choosing Youngih. We’re here to support your fitness journey—one great piece of activewear and one helpful conversation at a time.