Customer Service Policy

Customer Service Policy

At SET ACTIVE, we’re dedicated to providing exceptional support for every step of your journey—from browsing our Airluxe® and Formcloud® activewear to resolving post-purchase questions. Our customer service policy outlines how we assist you, the channels available, and our commitments to ensuring your experience with us is smooth, transparent, and satisfying.

1. Scope of Customer Service Support

Our team is here to help with all inquiries related to your SET ACTIVE experience, including but not limited to:
  • Order Assistance: Tracking orders, updating order details (e.g., shipping address within 24 hours of placement), canceling eligible orders (per our Terms of Purchase), and resolving order errors (e.g., missing items, incorrect products).
  • Shipping & Delivery: Answering questions about shipping timelines (standard 6–12 days, expedited 2–4 days), tracking packages, addressing delivery delays, and resolving lost or undeliverable orders (per our Shipping Policy).
  • Returns & Refunds: Guiding you through the return process (including issuing Return Authorization numbers), checking refund status, and resolving refund delays (per our Refund Policy).
  • Product Inquiries: Providing details about fabric technologies (Airluxe® microbial protection, Formcloud® compression), sizing guidance, care instructions, and availability of limited-edition items (e.g., sporty bras, seasonal sets).
  • Account Support: Helping with account creation, password resets, updating account information, and resolving login or access issues (per our Terms of Use).
  • Feedback & Concerns: Addressing product complaints (e.g., defective items), sharing suggestions for improvement, and resolving any other issues that impact your satisfaction with our brand or products.

2. Customer Service Channels

We offer multiple convenient channels to reach our support team—choose the one that works best for you:

2.1 Email Support (Primary Channel)

  • How to Use: Include your full name, order number (if applicable), and a clear description of your inquiry (e.g., “Order #12345 not tracking” or “Airluxe leggings size question”). For faster resolution, attach photos if your issue involves product damage or defects.
  • Response Time: We aim to reply to all email inquiries within 1–2 business days (excluding weekends and holidays). For urgent matters (e.g., missing orders, time-sensitive returns), add “URGENT” to your email subject line—we prioritize these requests and respond within 24 hours.

2.2 Mailing Address (For Written Correspondence or Returns)

For formal inquiries or returning products (with a valid Return Authorization number):
SET ACTIVE – Customer Service
305 Everette Road
Tarboro, North Carolina 27886
United States
  • Note: Mailed inquiries typically take 3–5 business days to process (plus transit time). For faster support, we recommend using email for non-return-related questions.

2.3 Account-Based Support (For Logged-In Users)

If you have a SET ACTIVE account on setactivesale.com:
  • Log in and navigate to “My Account” > “Help Center” to submit a support request directly. This links your inquiry to your order history automatically, helping our team resolve issues faster.
  • You can also view past support conversations and track the status of ongoing requests in your account.

3. Service Commitments & Standards

We hold our customer service team to strict standards to ensure consistent, high-quality support:
  • Accuracy: We provide clear, fact-based answers aligned with our policies (Shipping, Refund, Terms of Purchase) to avoid confusion. If we need to verify details (e.g., order status, carrier information), we’ll inform you of the timeline for follow-up.
  • Empathy: We acknowledge your concerns and work to find solutions that meet your needs—whether that’s a replacement for a defective Airluxe® bra, a refund for a delayed order, or sizing guidance for leggings.
  • Transparency: If an issue can’t be resolved immediately (e.g., waiting for carrier confirmation on a lost package), we’ll update you at least once every 3 business days until the matter is closed.
  • Inclusivity: Our team is trained to assist all customers with respect, regardless of order value, inquiry type, or background. We strive to make every interaction welcoming and supportive.

4. Handling Specific Customer Scenarios

We’ve developed clear processes for common customer needs to ensure efficient resolution:

4.1 Defective or Damaged Products

If you receive a product with defects (e.g., torn fabric, broken seams) or damage from shipping:
  1. Contact us via email within 7 days of delivery (per our Refund Policy) with your order number and photos of the issue.
  1. Our team will review your request within 1 business day and offer a solution:
    • A free replacement (if the item is in stock).
    • A full refund (processed within 5–10 business days to your original payment method).
    • A prepaid shipping label for returning the defective item (if required).

4.2 Order Delays or Missing Items

  • For delayed orders: We’ll check the carrier’s tracking information and provide updates. If the delay exceeds our stated timelines (14 days for standard shipping, 5 days for expedited), we’ll offer a refund or expedited reshipment at no cost (per our Shipping Policy).
  • For missing items: We’ll verify your order contents and coordinate with our fulfillment team. If an item was omitted from your shipment, we’ll ship it to you for free or process a partial refund (whichever you prefer).

4.3 Sizing or Fit Issues

If you’re unsure about sizing for our activewear (e.g., Formcloud® leggings, sporty bras):
  • We’ll share our size guide (available on product pages) and provide personalized recommendations based on your measurements (if you share them).
  • If you receive an item that doesn’t fit, we’ll guide you through the return process (60-day window, per our Refund Policy) and help you exchange for a different size (if in stock) or get a refund.

4.4 Feedback & Suggestions

We value your input—whether it’s a compliment on our Airluxe® fabric, a request for new colors (like the upcoming Staple SET Crewneck shades), or a suggestion to improve our website:
  • All feedback is shared with our product and operations teams to drive improvements.
  • We’ll acknowledge your feedback via email within 2 business days and let you know if your suggestion is being considered (e.g., adding a new size to our leggings line).

5. Limitations & Exceptions

While we aim to resolve all inquiries, there are a few limitations to our service:
  • Third-Party Issues: We can’t control delays or errors caused by third parties (e.g., shipping carriers, payment processors), but we’ll advocate on your behalf to resolve these issues.
  • Final Sale Items: We can’t accept returns or exchanges for final sale items (clearly marked on product pages), but we’ll still assist with questions about product care or fabric details.
  • Expired Return Windows: We can’t process refunds or returns for items outside the 60-day window (per our Refund Policy), but we’ll help you troubleshoot other concerns (e.g., care tips to extend the life of the product).

6. Escalating a Concern

If you’re not satisfied with the resolution provided by our customer service team:
  1. Reply to your existing support email and request escalation to a supervisor.
  1. Include details about your original inquiry, the previous response, and what you hope to achieve (e.g., a faster refund, a replacement item).
  1. A supervisor will review your case within 2 business days and provide a final resolution aligned with our policies.

7. Feedback on Our Customer Service

We continuously improve our support by listening to your feedback. If you’d like to share your experience with our customer service team (positive or constructive):
  • Include details about your interaction (e.g., date, representative name if provided) and how we can improve.
  • We review all feedback monthly and use it to train our team and refine our processes.

8. Service Hours

Our customer service team operates during the following hours (Eastern Time, ET):
  • Monday–Friday: 9:00 AM – 6:00 PM ET
  • Weekends & Holidays: Closed (inquiries received during this time will be processed on the next business day)
Thank you for choosing SET ACTIVE. We’re proud to support you and ensure your experience with our activewear—from purchase to wear—is as exceptional as our products.