Customer Service Policy for Athleta Gap

At Athleta Gap, we’re dedicated to supporting active women and girls throughout their journey with our performance-driven, stylish activewear—from browsing our site to post-purchase care. This Customer Service Policy outlines how we deliver reliable, helpful support, ensuring your questions, concerns, or needs are addressed promptly and fairly. By engaging with our website (the “Site”), products, or services, you can expect the level of service detailed below, aligned with our commitment to transparency and customer satisfaction.

1. Service (Core Service Mission)

Our customer service team exists to:

  • Provide clear, accurate information about our products (e.g., sizing, fabric, performance features), orders, shipping, returns, and refunds.
  • Resolve issues efficiently—whether it’s a delayed shipment, a sizing mismatch, or a question about product care.
  • Listen to your feedback to improve our products, services, and overall customer experience.
  • Ensure every interaction is respectful, helpful, and tailored to your needs as an active consumer.

2. Support Channels & How to Reach Us

We offer a primary, easy-to-access channel for all customer inquiries, with dedicated support to ensure your message is heard:

2.1 Email Support (Primary Channel)

The fastest and most reliable way to connect with our team is via email. We handle all types of inquiries through this channel, including order help, product questions, returns/refunds, shipping issues, and general feedback.

  • Contact Email: [email protected]
  • Email Guidelines: To help us assist you quickly, please include the following in your message:
  • Your full name (as it appears on your order or account).
  • Order number (if your inquiry relates to a purchase—found in your order confirmation email).
  • A clear, detailed description of your question or issue (e.g., “My order #12345 shows ‘delivered’ but I haven’t received it” or “I need help choosing the right size for the Yoga Leggings”).
  • Relevant attachments (if applicable): Photos of damaged products, shipping labels, or error messages (to speed up resolution).

2.2 Additional Support (Future & Special Cases)

While email is our primary channel, we may offer additional support options (e.g., live chat, phone support) during peak periods (e.g., holiday sales, new product launches) to accommodate higher demand. If these options are available, we will prominently display them on our Site’s homepage or “Contact Us” page.

  • For urgent issues (e.g., a missing order scheduled for a time-sensitive event), please mark your email subject line with “URGENT” (e.g., “URGENT: Missing Order for Upcoming Race”)—our team will prioritize these inquiries.

3. Service Scope (What We Can Help With)

Our team is trained to assist with a wide range of customer needs, including but not limited to:

3.1 Order-Related Inquiries

  • Checking order status (e.g., “Is my order processed?” “When will it ship?”).
  • Modifying or canceling an order (if eligible—see our Terms of Purchase for cancellation windows).
  • Updating shipping or billing information (if your order hasn’t been shipped yet).
  • Resolving payment issues (e.g., declined payments, duplicate charges).

3.2 Product Questions

  • Sizing guidance (e.g., “Does the Running Tank run small?” “What’s the waist measurement for size M Leggings?”).
  • Fabric and performance details (e.g., “Is this swimsuit chlorine-resistant?” “Does the jacket have UV protection?”).
  • Product care instructions (e.g., “Can I machine-wash this item?” “How to avoid pilling on the Yoga Mat Towel”).
  • Availability of out-of-stock items (e.g., “Will the Hiking Shorts in Navy restock?”).

3.3 Shipping & Delivery Issues

  • Tracking missing or delayed shipments (e.g., “My tracking number isn’t updating” or “My order is past the 12-day delivery window”).
  • Resolving delivery errors (e.g., shipped to the wrong address, left with an unauthorized person).
  • Clarifying customs or import fees (for international customers—we can provide guidance, though we don’t control local customs policies).

3.4 Returns & Refunds

  • Initiating a return or refund (walkthrough of the process, help with obtaining a Return Authorization (RA) number).
  • Checking the status of a returned item (e.g., “Has my returned product been received?”).
  • Resolving refund delays (e.g., “I returned my item 10 days ago but haven’t gotten my refund”).

3.5 Account Support

  • Helping with account access issues (e.g., forgotten passwords, locked accounts).
  • Updating account information (e.g., email address, saved shipping addresses).
  • Assisting with account-related errors (e.g., “I can’t log in to view my order history”).

3.6 Feedback & Suggestions

  • Listening to your feedback (positive or constructive) about our products, Site, or service.
  • Addressing concerns about your experience (e.g., “I had a frustrating interaction and want to share details”).
  • Forwarding product suggestions (e.g., “I’d love to see more plus-size options for hiking gear”) to our product team.

4. Response Time & Resolution Timelines

We understand that waiting for a response can be frustrating—so we commit to clear timelines for both acknowledging and resolving your inquiry:

4.1 Acknowledgment Time

  • For all emails sent to [email protected], we will send an automated acknowledgment email within 1 hour (during our operating hours) to confirm we’ve received your message. This email will include a reference number (for tracking your inquiry) and a general estimate of when you can expect a detailed response.

4.2 Detailed Response Time

  • Standard Inquiries (e.g., product questions, order status checks): We will provide a detailed, helpful response within 24 business hours (Monday–Friday, 9:00 AM–5:00 PM ET). Weekends and public holidays (U.S. holidays, e.g., Thanksgiving, Christmas) are excluded from business hours—so inquiries sent on Friday evening may be responded to by Monday morning.
  • Urgent Inquiries (marked “URGENT” in the subject line): We will prioritize these and respond within 6–12 business hours (even during peak periods).
  • Complex Issues (e.g., lost shipments, damaged products requiring investigation): These may take longer to resolve (e.g., coordinating with carriers or our warehouse). We will still respond within 24 business hours to confirm we’re working on it, and provide a clear timeline for resolution (e.g., “We’re investigating your lost order with DHL and will update you by Wednesday”).

4.3 Resolution Timelines (By Issue Type)

To set clear expectations, here are typical timelines for resolving common issues:

  • Order modifications/cancellations: Resolved within 24 hours (if the order hasn’t shipped).
  • Shipping tracking issues: Resolved within 1–2 business days (after coordinating with the carrier).
  • Return/refund requests: RA number issued within 1–2 business days; refund processed within 5–10 days of receiving the returned item (per our Refund Policy).
  • Damaged product claims: Resolved within 2–3 business days (after verifying photos and initiating a replacement or refund).

5. Service Limitations (What We Can’t Do)

While we strive to help with every need, there are a few limitations to our service, based on legal, logistical, or policy constraints:

  • We cannot override our stated policies (e.g., extending the 60-day return window, waiving customs fees for international orders) unless required by applicable law.
  • We cannot guarantee availability of out-of-stock products (though we can share restock estimates if available).
  • We cannot control delays caused by third parties (e.g., carrier shipping delays, customs processing) but will advocate on your behalf to resolve issues.
  • We cannot process refunds to alternative payment methods (only the original method used for purchase—per our Refund Policy).

6. Follow-Up & Feedback

  • Follow-Up on Unresolved Issues: If your issue isn’t resolved to your satisfaction, or if you haven’t heard from us within the promised timeline, please send a follow-up email to [email protected] with your original reference number. We will escalate your inquiry to a senior team member for review.
  • Sharing Feedback About Service: We welcome feedback about your customer service experience—whether it’s positive or highlights areas for improvement. You can include this in your inquiry or send a separate email to [email protected] with the subject line “Customer Service Feedback.”

7. Operating Hours

Our customer service team operates during the following hours (Eastern Time, U.S.):

  • Monday–Friday: 9:00 AM – 5:00 PM ET
  • Weekends: Closed
  • U.S. Public Holidays: Closed (holidays include New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Black Friday, Christmas Eve, Christmas Day, New Year’s Eve)

Inquiries sent outside these hours will be processed the next business day.

Last Updated: 2025.09.17