Customer Service Policy – Mizunouse

At Mizunouse, we believe exceptional service is as important as the running, golf, baseball, and volleyball gear we provide. Whether you need help choosing the right running shoe for your stride, tracking a shipment of baseball cleats, or resolving a return for volleyball knee pads, our team is here to support your athletic journey. This Customer Service Policy outlines our commitments, how to connect with us, and how we address your needs—so you can focus on training, competing, and enjoying your sport.

1. Our Service Promises

We stand by four core commitments to every Mizunouse customer, designed to make your experience smooth and trustworthy:

• Timely Responses: We aim to reply to all inquiries within 24-48 business hours (excluding weekends and major holidays like Christmas, Thanksgiving, and Independence Day). For urgent issues (e.g., a missing order for an upcoming golf tournament), we’ll prioritize your request and update you within 24 hours.
• Sport-Specific Expertise: Our team includes athletes and gear specialists who understand the details that matter to you. Whether you’re asking, “What running shoe works for flat feet?” or “How do I break in a new baseball glove?”, we’ll share informed, practical advice—no generic answers.
• Transparency: We’ll never hide information. If your volleyball jersey is out of stock, we’ll share the exact restock date (e.g., “Back in stock October 5”). If a shipment is delayed, we’ll explain the cause (e.g., “Customs hold for international orders”) and provide a revised delivery timeline.
• Fairness: For returns, refunds, or defective products (e.g., a golf club with a loose grip), we’ll follow our policies consistently—but we’ll also listen to your unique situation. If you made an honest mistake (e.g., ordering the wrong size running shoe), we’ll work with you to find a solution.

2. How to Contact Us

We focus on one reliable, detailed channel to ensure your inquiry gets the attention it deserves—no scattered support options, just clear communication:

• Email Support: The best way to reach us is by emailing [email protected]. To speed up resolution, include these details in your message:
• Your full name and order number (if your question is about a purchase, e.g., “Order #MZ12345 – Golf Gloves”).
• A specific description of your request (e.g., “I need to change the shipping address for my baseball bat” or “My running shoes arrived with a torn sole—can I get a replacement?”).
• Photos (if applicable): For defective items, sizing issues, or shipping damage, attach 1-2 clear photos (e.g., a picture of the torn running shoe sole or the incorrect volleyball jersey size tag).

Why no phone or live chat? We’ve found email lets our team review your order history, product details, and photos upfront—so we can provide accurate, personalized answers on the first try, instead of making you repeat information.

3. Support for Common Customer Needs

We’ve tailored our support to handle the issues you’re most likely to face, with step-by-step help for every scenario:

3.1 Order Assistance

• Tracking an Order: If you haven’t received a tracking number (sent 24 hours after shipping) or your tracking shows no updates, email us with your order number. We’ll locate your shipment, share the tracking link, and explain any delays (e.g., “Your volleyball net is in transit—customs processing added 1 day”).
• Changing an Order: You can modify your shipping address, payment method, or item size only if your order hasn’t been processed (within 1 business day of purchase). If processing has started (e.g., your golf clubs are already packed), we’ll guide you on next steps—like redirecting the package with the carrier or initiating a return after delivery.
• Canceling an Order: To cancel, email us within 24 hours of placing your order (before processing begins). We’ll confirm cancellation via email and issue a full refund in USD within 5-10 business days (funds appear in your account in 3-7 days, depending on your bank).

3.2 Product Questions

Our team is ready to help with sport-specific details you care about:

• Sizing Guidance: We’ll share fit tips for every product (e.g., “Our running shoes fit true to US sizing—order your usual size; if you have wide feet, size up half a size” or “Volleyball jerseys run slightly small—we recommend sizing up for a comfortable fit during games”).
• Product Care & Use: Advice to keep your gear in top shape (e.g., “Clean golf clubs with warm water and mild soap after use to prevent rust” or “Air-dry running shorts—tumble drying damages the moisture-wicking fabric”).
• Availability & Restocks: For out-of-stock items (e.g., a popular pair of baseball cleats), we’ll share the exact restock date (e.g., “Back in stock November 10”) and let you opt in for a restock notification email—so you don’t miss out.

3.3 Returns, Refunds, and Replacements

We’ll walk you through our process (aligned with our Refund Policy) to make returns stress-free:

• Eligibility Check: Email us with your order number and reason for return (e.g., “Running shoes are too narrow”). We’ll confirm if your item qualifies (e.g., “Unworn shoes with tags—eligible for a full refund”) and send a prepaid return label.
• Refund Follow-Up: If your refund is delayed beyond 10 business days, email us with your order number. We’ll trace the refund status with our payment processor and share an update (e.g., “Refund was issued on August 28—your bank should post it by September 4”).
• Defective Product Replacements: If you receive a faulty item (e.g., a volleyball net with a broken string, a golf glove with a torn seam), we’ll send a free replacement (shipped within 1-3 days) or issue a full refund—your choice. Just include photos of the defect in your email.

4. Resolving Unhappy Experiences

We want every interaction to be positive—but if you’re not satisfied with our initial support, here’s how we’ll make it right:

1. Reply to Our Email: Respond to the original service email with additional details (e.g., “I still haven’t received my replacement baseball bat—can someone escalate this?”).
2. Senior Specialist Review: Your inquiry will be assigned to a senior customer service specialist with 2+ years of Mizunouse experience. They’ll review your case, contact relevant teams (e.g., shipping, warehouse), and provide a resolution within 48 business hours.
3. Follow-Up Until Done: For complex issues (e.g., a lost international order for running gear), we’ll send weekly updates until the problem is solved—whether that means reshipping your order for free or issuing a full refund.

5. Feedback: Help Us Improve

Your opinion shapes our service. After we resolve your inquiry, we may send a short, 3-question survey via email (e.g., “Did we answer your question clearly?” “Was our response time helpful?”). Responses are anonymous, and we use them to:

• Train our team on sport-specific topics (e.g., more training on golf club fitting if customers ask for it).
• Fix gaps (e.g., if multiple customers say tracking updates are unclear, we’ll improve how we share tracking info).
• Celebrate wins (e.g., recognizing specialists who get praised for helping with baseball glove questions).

6. What We Can’t Support

To keep our service focused on genuine customer needs, we can’t assist with:

• Third-Party Purchases: Items bought from resellers (e.g., eBay, local sports stores) instead of mizunouse.com—we don’t have access to those order details.
• Misuse or Wear: Damage from improper use (e.g., a volleyball knee pad torn from rough play, running shoes worn for 6 months) or items outside the 60-day return window.
• Old Orders: Inquiries about orders placed more than 12 months ago—unless the issue is a manufacturer defect covered by our 1-year product warranty (e.g., a golf club breaking due to a material flaw).

7. Contact Us

For any questions, concerns, or support needs—whether about your running gear, golf order, or baseball glove—reach out to our team:

Email: [email protected]