Customer Service Policy

Our Service Standards

At gymsharkusshop.it.com, customer service means resolving issues completely, transparently, and without unnecessary back-and-forth. Our support team is trained to make decisions at first contact whenever possible, minimizing escalations and delays.

Communication Channels

Email is our primary support channel. Contact info@gymsharkusshop.it.com for all order-related matters. Response time is within 24 hours on business days, with most inquiries answered within 6–8 hours during operating hours. Phone support is not currently offered to maintain written records for accuracy and accountability.

Order Assistance

Our team can assist with order modifications (address changes, item swaps, cancellations) within the first 12 hours after placement while orders are still in the processing queue. Once an order enters the 1–3 day fulfillment window, changes cannot be guaranteed but will be attempted upon request.

Product Support

If you receive an item with manufacturing defects (stitching failures, fabric tears, zipper malfunctions, printing errors), contact us within 60 days with clear photos documenting the issue. Approved defect claims receive free replacement or full refund including return shipping, whichever you prefer. Normal wear and tear, improper care, or damage from athletic use are not covered.

Size and Fit Guidance

Sizing varies across different product lines. Before ordering, consult the size chart on each product page. If you're between sizes or uncertain, email us with your height, weight, and fit preference (compression vs. relaxed) and we'll provide personalized recommendations based on actual garment measurements, not generic size labels.

Payment Issues

Failed payments, duplicate charges, or billing discrepancies are investigated within 24 hours of notification. If a charge appears on your statement that doesn't match an order confirmation email, contact us immediately with a screenshot of the transaction. We'll trace the charge and resolve it directly with our payment processor.

Account Management

Password resets, email change requests, and account recovery are processed within 4 hours of verified identity confirmation. For security reasons, account changes require confirmation via your registered email address. If you no longer have access to your registered email, additional identity verification steps apply.

Feedback and Complaints

We welcome constructive feedback and treat complaints as opportunities to improve. Escalated concerns are reviewed by senior staff within 48 hours. If you're unsatisfied with an initial resolution, reply to your support thread requesting escalation and include any relevant context. We commit to a final resolution within 5 business days of escalation.

Service Limitations

Our support team cannot provide medical advice regarding compression levels, fabric allergies beyond listed materials, or guarantee specific performance outcomes from any product. We also cannot override carrier delivery timelines or retrieve packages once marked "delivered" without evidence of theft or misdelivery.

Holiday Coverage

During November–December, response times may extend to 48 hours due to volume. We maintain limited weekend coverage for urgent shipping issues year-round.

Complete service guidelines and FAQ resources are available at gymsharkusshop.it.com/customer-service.