Customer Service Policy

Vuorinclothing Customer Service Policy

At Vuorinclothing, we don’t just create athletic and performance clothing—we stand behind every moisture-wicking tee, four-way stretch legging, and quick-dry jacket with support that matches the effort you put into your workouts. Whether you’re unsure about which leggings work for hot yoga, need help troubleshooting a size issue with your running shorts, or have questions about caring for your compression top, this Customer Service Policy outlines how we’re here for you at every step. By choosing our gear, you agree to the guidelines below, and we promise to prioritize your satisfaction with every interaction.

1. Pre-Purchase Support: Find Gear That Fits Your Grind

We want your Vuorinclothing pieces to perform as hard as you do—so our team is ready to share expert guidance tailored to your sport, body, and goals. Whether you’re training for a marathon, hitting the gym regularly, or practicing yoga weekly, we’ll help you pick gear that checks every box:

Contact Channel & Response Time

  • Primary Channel: Reach us via email at [email protected]—our most detailed and responsive method for questions about fabric performance, size fit, or sport-specific gear.
  • Response Timeline: We aim to reply to pre-purchase inquiries within 24–48 business hours (excluding weekends, holidays, and peak seasons like Black Friday/Cyber Monday). For urgent needs (e.g., gear for an upcoming race or team practice), add “Urgent” to your email subject line—we’ll prioritize your request to get you answers fast.

Expert Assistance for Athletic Gear

  • Fabric & Performance Guidance: Unsure if a tee’s moisture-wicking technology works for long runs? Wondering if our hiking jackets are water-resistant enough for rainy trails? We’ll break down material details (e.g., “Our SwiftDry fabric pulls sweat in 3 seconds flat” “The TrailGuard jacket handles light rain for 2+ hours”) and match gear to your activity—so you don’t waste time on pieces that don’t fit your needs.
  • Size & Fit Recommendations: Sizing for performance gear matters (too-tight leggings restrict movement; too-loose tops chafe during sprints). Share your usual size, body type (e.g., “curvy hips,” “broad shoulders”), sport (e.g., “yoga needs high-waist support,” “crossfit needs durable seams”), and past experiences with athletic wear—we’ll reference our (link to size guide) and real customer feedback (e.g., “Runners say our 7-inch shorts fit true to size; gym-goers recommend sizing up for squats”) to help you pick the perfect fit.
  • Sport-Specific Tips: Need gear for high-intensity interval training (HIIT)? We’ll suggest our compression tops that support muscles during jumps. Looking for yoga leggings with grip? We’ll point you to styles with non-slip waistbands and grippy ankle cuffs. No matter your activity, we’ll help you avoid “one-size-fits-all” gear that falls short.

2. Returns & Exchanges: Hassle-Free for Active Lifestyles

We know sometimes gear doesn’t work out—maybe the leggings are too tight for lunges, the jacket’s sleeves are too short for layering, or the shorts’ inseam doesn’t fit your running stride. Our return/exchange policy is designed to be fair and flexible, so you can swap or return gear without disrupting your training.

Eligibility Requirements

  • Timeframe: Items must be returned or exchanged within 30 days of delivery (verified via your order confirmation or tracking number).
  • Gear Condition: All pieces must be in original, unused, unaltered condition—no signs of wear (e.g., stretched waistbands from workouts, sweat stains on tees, scuffed jackets from trail use), no damage from use (e.g., torn seams from weightlifting, faded fabric from improper washing), and with all original tags, packaging, and hangers intact. For delicate fabrics (e.g., mesh workout tanks, compression fabrics), we ask that you avoid 试穿 on rough surfaces (e.g., gym floors with weights) to prevent unseen snags or tears.
  • Exceptions:
    • Final sale items (marked “Final Sale” on the product page, often clearance or limited-edition gear like race-day tees or team-specific shorts) are non-returnable/non-exchangeable.
    • Customized items (e.g., monogrammed training tops, team-printed jackets) are non-returnable unless defective, as they’re made to your specific requests.

How to Start a Return/Exchange

  1. Initiate the Request: Email us at [email protected] with:
    • Your order number (found in your order confirmation email).
    • Reason for return/exchange (e.g., “leggings too tight for yoga,” “running shorts inseam too long,” “want to swap jacket size from M to L”).
    • Clear photos of the gear (to confirm eligibility: e.g., unopened package, unworn fabric, intact tags).
  1. Receive Confirmation: Our team will review your request within 24–48 hours. If eligible, we’ll send a prepaid return shipping label (for U.S. orders; international customers may cover return shipping costs unless the issue is our error, like sending the wrong size or style).
  1. Ship Gear Back: Pack items securely to protect performance fabrics—use the original packaging if possible, and add tissue paper to prevent mesh or compression fabrics from snagging. For bulkier items like jackets, fold them to avoid creasing (we know wrinkle-free gear is easier to inspect!). Ship via the provided label, and keep the return tracking number for your records—this helps us confirm delivery and avoid delays.
  1. Process Your Request: Once we receive and inspect your gear (3–5 business days after delivery to our warehouse):
    • Returns: Issue a full refund to your original payment method (refunds take 5–7 business days to appear, depending on your bank).
    • Exchanges: Send your requested size/style (if in stock) at no extra cost. If out of stock, we’ll offer a refund or store credit (valid for 12 months) of equal value—so you can grab new gear that fits your next workout.

3. Defective or Damaged Gear: We’ll Make It Right

We build our athletic wear to withstand tough training—from reinforced seams on gym shorts to fade-resistant dyes on running tees. If you receive a piece with a manufacturing defect (e.g., loose stitching on leggings, broken zippers on jackets, faulty moisture-wicking fabric that doesn’t work, or uneven hems on tanks) or damage from shipping (e.g., torn packaging that ruins a compression top, stained fabric from transit leaks):
  • Report Promptly: Contact us within 7 days of delivery at [email protected]—this shorter timeframe helps us address issues quickly with our production or shipping partners, and ensures we can resolve the problem before your next workout.
  • No Return Required (In Some Cases): For visible defects or shipping damage (e.g., a hole in a mesh tank, a broken drawstring on shorts), we may waive the return requirement if you provide clear, detailed photos of the issue (close-ups of the defect, full shots of the gear, and photos of packaging if damaged). Our team will assess the photos and notify you if a return is needed.
  • Our Resolution: If the defect/damage is confirmed, we’ll resolve it based on your preference:
    • Free Replacement: Send a new piece of the same style and size (if in stock) at no cost to you—so you can get back to training without waiting.
    • Full Refund: Issue a complete refund to your original payment method, including any shipping costs you paid.
    • Repair Guidance: For minor defects (e.g., a loose seam on a tee), we may share easy repair tips (e.g., “Use a zigzag stitch to reinforce the seam—we’ll send a small fabric sample if needed”) or offer a partial refund to cover professional repairs.
Note: Normal wear and tear from training (e.g., faded fabric after 6 months of outdoor runs, stretched waistbands from regular yoga, or minor snags on trail jackets) is not a defect—our gear is built to last, but even the toughest performance fabrics show signs of use over time.

4. Order Issues: Missing, Incorrect, or Delayed Gear

We strive to get your gear to you on time—whether you need it for a race, practice, or weekly workout. If you run into issues with your order, here’s how we help:
  • Missing Items: If your order arrives with a missing piece (e.g., only one legging, no tank top in a set, or missing accessories like drawstrings), email us within 7 days of delivery with your order number and a photo of the received items. We’ll ship the missing item for free or refund the missing portion—so you don’t have to skip a workout.
  • Incorrect Items: Received the wrong size (e.g., XL instead of M), style (e.g., a gym tee instead of a running tee), or color (e.g., black instead of navy)? Follow the return process—we’ll cover all shipping costs for a replacement and send the correct gear immediately.
  • Delayed Orders: Standard shipping for gear takes 3–7 business days (U.S.) and 7–14 business days (international). If your order is delayed beyond the estimated time:
    1. Check your order confirmation for a tracking link (we provide tracking for all orders to help you monitor progress).
    1. If tracking shows no movement for 5+ business days (U.S.) or 10+ business days (international), email us—we’ll investigate with the carrier and update you within 48 hours. If the order is lost, we’ll reship your gear or issue a full refund (your choice)—prioritizing reships if you need the items for an upcoming activity.

5. Order Changes & Cancellations

  • Changes: You can update your shipping address, swap a style (e.g., switch from 5-inch to 7-inch running shorts), or add a piece (e.g., a compression sleeve to your order) only if the order hasn’t been processed or shipped. Email us immediately at [email protected] with your order number and requested changes—we can’t guarantee changes once processing begins (usually within 1–2 business days of order placement, faster during peak seasons).
  • Cancellations: Cancel an order within 24 hours of placing it by emailing us with your order number and “Order Cancellation” in the subject line. Once an order is processed/shipped, it can’t be canceled—use the return process instead.

6. How to Reach Us

The best way to connect with our team for all athletic gear needs is via email:
  • Hours: We respond to emails Monday–Friday, 9 AM–6 PM (EST). Emails sent on weekends/holidays are addressed on the next business day.
We also value your feedback—whether you love how your leggings perform during HIIT, have a suggestion for better jacket pockets, or want to share how your running tee held up in a marathon. Your input helps us improve our gear and service for you and the entire Vuorinclothing community.
Thank you for choosing Vuorinclothing. We’re honored to be part of your active journey—and we’re here to make sure every piece of gear helps you unlock your best performance.