Customer Service Policy for Undefeated

At Undefeated, delivering exceptional customer service is as important to us as providing authentic sneakers and apparel. We are dedicated to ensuring your shopping experience is seamless, supportive, and satisfying—from the moment you browse our website to after you receive your order. This Customer Service Policy outlines our commitment to you, the services we offer, and how to connect with our team for assistance.

1. Our Customer Service Mission

Our core mission is to treat every customer with respect, transparency, and efficiency. We strive to:

  • Address your questions and concerns promptly and thoroughly;
  • Provide accurate information about our products, policies, and services;
  • Resolve issues fairly and to your satisfaction;
  • Continuously improve our service based on your feedback.

Whether you need help with an order, product details, returns, or account management, our team is here to support you every step of the way.

2. How to Contact Us

We offer a primary, reliable contact channel to ensure you can reach us easily. For all inquiries, please use the following method:

2.1 Email Support

  • Email Address: [email protected]
  • Best For: All questions, including order tracking, returns, refunds, product authenticity, account issues, and general feedback.
  • Response Time: We aim to respond to all email inquiries within 24 business hours (Monday–Friday, excluding major public holidays). For urgent matters, we prioritize responses to ensure you receive assistance as quickly as possible.

Note: We recommend including your order number (if applicable) in your email to help us locate your information and resolve your query faster.

3. Scope of Customer Service Support

Our team is equipped to assist with a wide range of topics. Below are the key areas we can help you with:

3.1 Order-Related Support

  • Tracking your order: Providing updates on shipment status or helping you locate your tracking number.
  • Order modifications/cancellations: Assisting with requests to change or cancel an order (subject to our Terms of Purchase).
  • Order issues: Resolving problems like missing items, incorrect shipments, or delays in processing.

3.2 Product Assistance

  • Product details: Answering questions about sizing, materials, availability, or brand-specific information.
  • Authenticity verification: Addressing concerns about product authenticity and providing proof of authenticity when requested.
  • Product care: Offering guidance on how to care for your sneakers and apparel to maintain their quality.

3.3 Returns and Refunds

  • Walking you through the return process: Providing return authorization numbers (RA) and shipping instructions.
  • Refund status: Updating you on the progress of your refund and addressing delays.
  • Resolving return issues: Assisting with problems like rejected returns or missing returned packages.

3.4 Account Management

  • Helping with account setup: Guiding you through creating an account and setting up preferences.
  • Login issues: Assisting with forgotten passwords, locked accounts, or access problems.
  • Updating account information: Supporting changes to your name, email, shipping address, or payment methods.

3.5 General Inquiries

  • Answering questions about our policies (Shipping, Refund, Terms of Use, etc.).
  • Providing information about promotions, sales, or limited-edition releases.
  • Collecting and addressing your feedback to improve our products and services.

4. Service Hours

Our customer service team operates during the following business hours:

  • Days: Monday to Friday
  • Holidays: We are closed on major U.S. holidays, including New Year’s Day, Martin Luther King Jr. Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, and Christmas Day. Inquiries sent during holidays will be addressed on the next business day.

5. Issue Resolution Process

We follow a structured process to ensure your issues are resolved efficiently and fairly:

  1. Inquiry Submission: You send your question or concern to [email protected] with relevant details (order number, product name, screenshots, etc.).
  2. Acknowledgment: We send an automated email to confirm we’ve received your inquiry within 1 hour of submission.
  3. Review and Response: Our team reviews your inquiry and provides a personalized response within 24 business hours, outlining next steps or a resolution.
  4. Follow-Up: If additional information or action is needed (e.g., photos of a damaged product), we work with you to gather what’s required.
  5. Resolution Confirmation: Once your issue is resolved (e.g., refund processed, replacement shipped), we send a confirmation email to ensure you’re satisfied.
  6. Feedback Follow-Up: For complex issues, we may follow up within 3–5 business days to confirm the resolution meets your expectations.

6. Escalation Policy

If you are not satisfied with the initial response to your inquiry, you can request to escalate your issue to a customer service supervisor or manager. To escalate:

  1. Reply to the original email thread and include “Escalation Request” in the subject line.
  2. Provide details about why you’re unsatisfied with the initial resolution.
  3. A supervisor will review your case within 12 business hours and contact you with a revised resolution plan.

7. Language Support

Currently, our customer service is available in English only. We are working to expand our language support to better serve our global customers, and we will update this policy when additional languages are available.

8. Feedback

Your feedback is invaluable to us. We encourage you to share your experience with our customer service team—whether positive or constructive. You can provide feedback by:

  • Replying to our resolution confirmation emails.
  • Sending a dedicated email to [email protected] with “Feedback” in the subject line.
  • Leaving a review on our website or social media channels.

We use your feedback to train our team, refine our processes, and enhance the overall customer experience.

9. Changes to This Customer Service Policy

We may update this Customer Service Policy to reflect changes in our services or operations. When we make updates, we will revise the “Last Updated” date at the top of the policy and post the new version on our website. Your continued use of our website and services constitutes acceptance of the revised policy. We recommend reviewing this policy periodically for updates.

10. Final Note

At Undefeated, we value your trust and are committed to providing the highest level of customer service. If you ever have a question or concern, please don’t hesitate to contact us—we’re here to help.