Customer Service Policy of Allbirdr

Last Updated: 2025.09.18

At Allbirdr (“we,” “us,” or “our”), we believe exceptional customer service is as important as the quality of our products—from our merino wool shoes and flats to our eucalyptus-based clothing. This Customer Service Policy outlines how we support you throughout your shopping journey, including how to reach us, the types of issues we assist with, and our commitment to resolving your concerns promptly. By engaging with our services (e.g., placing an order, contacting support), you acknowledge this policy and our dedication to your satisfaction.

1. Scope of Customer Service Support

Our customer service team is here to assist with a wide range of inquiries and issues related to your Allbirdr experience. We provide support for:

  • Order-related questions: Status updates, tracking information, changes to unshipped orders (e.g., address corrections), and order cancellations (per our Terms of Purchase and Shipping Policy).
  • Product information: Details about materials (e.g., merino wool care, eucalyptus fabric benefits), sizing guides, product availability, and care instructions.
  • Shipping and delivery: Help with delayed shipments, missing packages, undeliverable orders, and international shipping questions (e.g., customs guidance—see our Shipping Policy for details).
  • Returns and refunds: Guidance on initiating returns, refund status checks, and resolving issues with returned items (aligned with our Refund Policy).
  • Account support: Assistance with creating an account, resetting passwords, updating account information, and troubleshooting account access issues.
  • Feedback and concerns: Addressing product quality issues (e.g., defective items), general feedback about our site or services, and resolving any dissatisfaction with your purchase.

We do not provide support for issues unrelated to Allbirdr (e.g., third-party website problems, non-Allbirdr product inquiries) or requests that violate our Terms of Use (e.g., fraudulent order claims).

2. How to Contact Customer Service

The primary and most efficient way to reach our customer service team is via email—we prioritize this channel to ensure we can provide detailed, documented responses to your inquiries.

2.1 Email Support

  • Contact Email: [email protected]
  • What to Include in Your Email: To help us resolve your issue quickly, please include:
  • Your full name (as it appears on your order or account);
  • Your order number (if applicable—found in your order confirmation or shipping email);
  • A clear, concise description of your inquiry or issue;
  • Relevant details (e.g., product name/size, tracking number, screenshots of errors, or photos of defective items);
  • Your preferred contact method (if you’d like a response via phone, include your phone number).

2.2 Additional Support Channels (If Applicable)

While email is our primary support channel, we may expand to other channels (e.g., live chat, phone support) in the future. Any new support options will be updated here and promoted on our website. For now, all inquiries should be directed to [email protected] to ensure consistency and accountability.

3. Customer Service Response Times

We are committed to responding to your inquiries promptly and thoroughly. Our standard response timelines are:

  • Business Days: We operate Monday to Friday, excluding major U.S. holidays (e.g., Thanksgiving, Christmas, New Year’s Day).
  • Response Window: We aim to reply to all emails within 1–2 business days of receipt. During peak periods (e.g., Black Friday, holiday shopping seasons, or product launches), response times may extend to 3 business days—we will notify you via our website if delays are expected.
  • Urgent Issues: For time-sensitive matters (e.g., an order that needs to be canceled before shipping, a missing package within the delivery window), we prioritize these inquiries and will aim to respond within 1 business day. Please mark the subject line of your email with “URGENT” to help us identify these requests.

Once we respond to your initial inquiry, we will continue to communicate with you until your issue is fully resolved—we will never leave your concern unaddressed.

4. Issue Resolution Process

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

  1. Inquiry Receipt: Our team reviews your email, logs your issue, and assigns it to a representative trained to handle your specific concern (e.g., order support, returns).
  2. Initial Response: We send an acknowledgment email within 1–2 business days, confirming we’ve received your inquiry and outlining the next steps (e.g., “We’re checking your order status and will update you shortly” or “Please provide a photo of the defective item to proceed”).
  3. Investigation and Action: Depending on the issue, we may need to coordinate with other teams (e.g., shipping carriers for missing packages, warehouse teams for return inspections). We will keep you updated on our progress every 2–3 business days if the resolution takes longer than expected.
  4. Resolution Confirmation: Once your issue is resolved (e.g., refund initiated, replacement shipped, order corrected), we send a final email confirming the outcome and providing any relevant details (e.g., refund reference number, tracking number for a replacement).
  5. Follow-Up: For complex issues (e.g., prolonged shipping delays, product quality concerns), we may follow up 3–5 business days after resolution to ensure you’re satisfied with the outcome.

5. Our Commitment to Customer Satisfaction

At Allbirdr, your satisfaction is our priority. We stand behind our products and services, and we strive to:

  • Be Transparent: We provide clear, honest information about our policies (e.g., shipping timelines, refund rules) and will never mislead you about order status or product details.
  • Be Empathetic: We understand that issues like delayed orders or defective products can be frustrating—our team will listen to your concerns and treat you with respect.
  • Be Accountable: If we make a mistake (e.g., shipping the wrong item, processing a refund late), we will take responsibility and correct it promptly (e.g., sending a replacement for free, expediting a refund).
  • Continuously Improve: We track common customer inquiries and feedback to identify areas for improvement—whether it’s updating our sizing guides, streamlining our return process, or enhancing our site’s usability.

6. Limitations of Support

While we aim to resolve every issue to your satisfaction, there are some limitations to our support:

  • Third-Party Issues: We cannot control or resolve issues caused by third parties, such as:
  • Carrier delays or lost packages that are not confirmed as lost by the carrier (per our Shipping Policy);
  • Customs fees or delays imposed by international authorities (we can provide guidance but cannot waive these fees);
  • Payment processor errors (e.g., declined payments due to bank restrictions—we recommend contacting your bank directly for these issues).
  • Policy Compliance: We cannot honor requests that violate our existing policies (e.g., refunds beyond the 60-day window, order changes after shipment, or returns of used products—see our Refund Policy and Terms of Purchase).
  • Force Majeure: We are not liable for delays in support or issue resolution due to circumstances beyond our control (e.g., natural disasters, pandemics, or system outages). We will resume normal support as soon as possible and notify you of any extended disruptions.

7. Updates to This Customer Service Policy

We may update this Customer Service Policy to reflect changes in our support processes, expand support channels, or align with updates to our other policies (e.g., Shipping Policy, Refund Policy). When we make changes:

  • We will update the “Last Updated” date at the top of this policy;
  • We will post the revised version on our website;
  • For significant changes (e.g., new support channels, adjusted response times), we will notify you via email (if you have an account with us) or a pop-up notice on our site.

Your continued use of our services or contact with our customer service team after the updated policy takes effect constitutes your acceptance of the changes. We encourage you to review this policy periodically to stay informed about how we support you.

8. Final Note

If you have any questions about this Customer Service Policy or need assistance with an Allbirdr-related issue, please don’t hesitate to reach out to us at [email protected]. We’re here to help make your Allbirdr experience as smooth and enjoyable as possible.