Eddiebauen Customer Service Policy

At Eddiebauen, we believe great adventure starts with great support. Whether you’re prepping for a hike, need help with an order, or have questions about your gear—our Customer Service Team is here to ensure your experience is as smooth as your journey. This policy outlines how we deliver support, what you can expect from us, and how to connect with our team, all aligned with our “Live Your Adventure®” promise.

1. Our Service Promise

We’re committed to providing customer service that’s:

Adventure-Focused: We understand your gear needs tie to your plans—whether it’s a last-minute jacket for a weekend trip or help with a backpack fit. We prioritize solutions that keep your adventure on track.
Responsive: We aim to reply to all inquiries within 2 business days (excluding weekends and holidays). For urgent issues (e.g., delayed orders before a trip, safety-related product questions), we’ll prioritize your request and respond within 1 business day.
Transparent: We’ll always share clear, honest information—whether it’s about order status, product availability, or 退换货 (return/exchange) rules. No jargon, just straightforward answers.
Solution-Driven: Our goal isn’t just to address questions—it’s to resolve issues so you can focus on what matters: your adventure.

2. How to Reach Us

We offer multiple ways to connect, so you can choose what works best for your schedule:

Contact Channel	Details	Best For
Email	ser vice@eddie bauen .com	All inquiries (orders, returns, product questions, feedback)
Account Message	Log into your Eddiebauen account → “My Orders” → “Contact Support”	Order-specific issues (track packages, modify details)
Phone Support	[Insert Phone Number, if applicable] (Mon–Fri, 9 AM–5 PM [Time Zone, e.g., PST])	Urgent matters (last-minute trip gear help, critical order delays)

When reaching out, please include:

Your full name (and account username, if you have one);
Order number (for purchase-related questions);
Clear details about your request (e.g., “Size question for the Trailblazer Hiking Jacket” or “Tracking update for Order #12345”).

3. Order Support: From Purchase to Delivery

We’re here to help at every stage of your order—so you can get your gear and go:

3.1 Before Shipping

Order Modifications/Cancellations: If you need to change your shipping address, update product size, or cancel an order, contact us within 12 hours of purchase (or before the order status shows “Shipped”). Once an order is in transit, we can’t modify it—but we can help with delivery adjustments via our logistics partners.
Order Confirmation: You’ll receive a confirmation email within 1 hour of placing an order. If you don’t see it (check spam folders!), contact us to resend it or verify your order.

3.2 During Shipping

Tracking Updates: Once your order ships, we’ll send a tracking link to your registered email. If tracking isn’t updating, or your package is delayed beyond the estimated delivery time (3–7 business days for domestic orders, 10–15 for international), we’ll work with our carriers (e.g., UPS, DHL) to investigate and share updates.
Lost/Stolen Packages: If your tracking shows “Delivered” but you haven’t received your order, notify us within 3 business days. We’ll file a claim with the carrier and offer solutions (reshipment or refund) once the claim is resolved (typically 5–7 business days).

3.3 After Delivery

Missing/Incorrect Items: If your order has missing products or the wrong item (e.g., size M instead of L), contact us within 5 business days of delivery. Include photos of your order receipt and the items received—we’ll ship the correct item for free or issue a full refund, no extra steps needed.

4. Returns & Exchanges: Flexible for Your Adventure

We know choosing gear for adventure can be tricky—so we offer flexible return/exchange policies to ensure you get the right fit:

4.1 Eligibility

Returns: You can return unused, unworn products (with original tags, packaging, and no damage) within 30 days of delivery for a full refund (excluding shipping costs).
Exchanges: Need a different size, color, or style? Exchange products within 30 days of delivery—we’ll cover the shipping cost for the exchange (domestic orders only; international exchanges require return shipping paid by you).
Exceptions: Customized items (e.g., monogrammed gear) and used/worn products (unless defective) are not eligible for return/exchange.

4.2 How to Start a Return/Exchange

Email us at [[email protected]] with your order number, the product(s) to return/exchange, and reason (e.g., “Exchange Trail Jacket size M → L”).
We’ll send a pre-paid return label (domestic orders) or return instructions (international orders) within 1 business day.
Ship the item(s) back to us—we’ll process your refund (to your original payment method, 5–7 business days after we receive the item) or send your exchange once we verify the return.

4.3 Defective or Damaged Products

If you receive a product with manufacturing defects (e.g., broken zippers, torn fabric) or damage from shipping, contact us within 10 business days of delivery. Include photos of the issue—we’ll:

Resend the product for free (priority shipping, if you have an upcoming adventure);
Offer a full refund; or
Arrange for repair (for gear like backpacks or boots, where repair is feasible).

5. Product & Adventure Support

Our team isn’t just here for orders—we’re here to help you make the most of your gear:

5.1 Product Questions

Size & Fit: We’ll share detailed size guides (e.g., “Our Hiking Pants run true to US sizes—size 32 fits waist 31–32 inches”) and help you choose based on your adventure (e.g., “The Waterproof Rain Jacket is ideal for heavy rain; the Windbreaker works for light showers”).
Material & Care: Need tips on washing your down jacket or waterproofing your boots? We’ll provide care instructions to keep your gear durable for years of adventures.
Adventure Recommendations: Not sure which backpack is best for a 3-day hike? Ask—we’ll suggest gear based on your trip type, duration, and needs.

5.2 Post-Purchase Gear Support

If you have issues with your gear during use (e.g., a jacket’s waterproofing fades after 6 months), contact us. For products under our 1-Year Limited Warranty (applies to manufacturing defects), we’ll repair or replace the item for free. For wear-and-tear from regular use, we can share repair resources or offer discounts on replacements.

6. Feedback: Help Us Improve Your Adventure

Your thoughts matter—they help us make better gear and better service. If you have feedback (positive or constructive), share it via:

Email: [[email protected]] (subject line: “Feedback”);
Account Survey: We’ll send a short survey after your service interaction (it takes 2 minutes to complete!).

We review all feedback monthly—whether it’s a suggestion for a new hiking boot style or a note about a great service experience—and use it to refine our products and support.

7. Special Circumstances

Adventure Emergencies: If you’re in the middle of a trip and your Eddiebauen gear fails (e.g., a broken boot lace), contact us with “URGENT: Adventure Support” in the subject line. We’ll prioritize your request and offer fast solutions (e.g., shipping replacement parts overnight).
International Customers: We support customers worldwide—though shipping and return timelines may be longer. Contact us for region-specific support (e.g., customs questions, local carrier info).

8. Need More Help?

If you don’t find what you need here, or if your issue isn’t covered, reach out to our Customer Service Team at [[email protected]]. We’re here to ensure your adventure is never slowed down by gear or service worries—because at Eddiebauen, your journey is our priority.