Customer Service Policy

Customer Service Policy

At brooksrunningusshop, we are committed to providing every customer with professional, efficient, and thoughtful service. Your satisfaction with our running shoes, apparel, and shopping experience is our top priority. This Customer Service Policy outlines the core service commitments and relevant guidelines to ensure you enjoy a worry-free shopping journey with us.

1. Service Commitment

We uphold the principles of "customer-centric, integrity first" and strive to provide you with the following services:
Authentic Guarantee: All running shoes and apparel sold on brooksrunningusshop are 100% authentic. We source products from official authorized channels and conduct strict quality inspections to ensure you receive genuine, high-quality products.
Professional Consultation: Our customer service team consists of running enthusiasts and product experts who are ready to answer your questions about product selection, size fitting, material characteristics, and running-related advice. We aim to help you find the most suitable running gear.
Efficient Response: We are committed to responding to your inquiries, feedback, or after-sales requests in a timely manner. For general questions sent via email, we will reply within 24 business hours (excluding weekends and public holidays).
Transparent Shopping: We clearly display product information, pricing, shipping policies, and return conditions on our website. There are no hidden fees, and we ensure you have full access to relevant information before making a purchase.

2. Consultation & Contact Channels

You can contact our customer service team through the following channels for any questions or needs:
Email Support: Send your inquiries to [email protected]. Please include your order number (if applicable) and detailed description of your issue to help us process your request more efficiently.
Additional Channels (Upcoming): We are continuously optimizing our service channels and will soon launch online chat support on the website to provide you with real-time assistance. Please stay tuned for updates on our website.

3. Order & Shipping Service

Order Confirmation: After you place an order, we will send an order confirmation email to your registered email address within 1 hour (during business hours) to confirm the order details (product, quantity, price, shipping address, etc.). If you do not receive the confirmation email or find any errors, please contact us immediately.
Shipping Time: We will process and ship your order within 1-3 business days after confirming the payment. The specific delivery time depends on your location and the selected shipping method, and we will provide a tracking number via email so you can check the logistics status at any time.
Shipping Issues: If you encounter problems such as delayed delivery, lost packages, or damaged packaging during shipping, please contact us promptly. We will coordinate with the logistics provider to resolve the issue for you, including arranging re-delivery, refund, or replacement.

4. Return & Exchange Policy

We understand that choosing the right running gear requires a proper fit. Therefore, we offer a flexible return and exchange policy to ensure your satisfaction:
Return/Exchange Eligibility: You can apply for a return or exchange within 30 calendar days from the date of receipt, provided that the product is in unused, undamaged condition with all original tags, packaging, and accessories intact. Customized products (if any) or products marked as "final sale" are not eligible for return or exchange, unless they have quality defects.
Return/Exchange Process: Send an email to [email protected] with your order number, product name, and reason for return/exchange. Our customer service team will reply within 24 business hours to confirm and provide a return authorization (RA) number.
Package the product securely with the RA number clearly marked on the outer package, and ship it back to the address provided by our customer service team.
After we receive and inspect the returned product (usually within 3-5 business days), we will process your refund or exchange. Refunds will be issued to your original payment method within 5-7 business days, and exchange products will be shipped out as soon as possible.
Cost Responsibility: If the return/exchange is due to product quality defects, wrong delivery, or other errors caused by brooksrunningusshop, we will bear the return shipping cost.
If the return/exchange is due to personal reasons (e.g., wrong size selection, change of mind), the return shipping cost will be borne by the customer. The original shipping cost is non-refundable in this case.

5. Quality Assurance & After-Sales Maintenance

Quality Defect Handling: If you find any quality defects in the product within 90 days from the date of receipt (excluding normal wear and tear), please contact us with photos or videos of the defect. After verification, we will provide you with solutions such as free return, exchange, or repair (depending on the product condition).
Maintenance Advice: For running shoes and apparel, we can provide professional maintenance advice (e.g., cleaning methods, storage tips) to help extend the service life of your products. Feel free to consult our customer service team for relevant information.

6. Privacy Protection

We attach great importance to the protection of your personal information. All personal data (such as name, contact information, order records) collected during the shopping process will be strictly protected in accordance with our Privacy Policy. We will not disclose your personal information to any third party without your permission, except as required by law.

7. Policy Updates

brooksrunningusshop reserves the right to update or adjust this Customer Service Policy according to changes in laws, regulations, or business needs. The updated policy will be posted on our website, and the effective date will be marked. We recommend you check this page regularly to stay informed of the latest service guidelines. Your continued use of our website and services after the policy update indicates your acceptance of the revised terms.
If you have any questions or suggestions about this Customer Service Policy, please feel free to contact us via [email protected]. We will listen to your opinions carefully and continuously improve our service quality.