Customer Service Policy for Allbirdo

Last Updated: 2025.09.18

At Allbirdo, we believe exceptional customer service is just as important as the quality of our merino wool shoes, eucalyptus clothing, and flats. Our team is dedicated to ensuring your shopping experience—from pre-purchase questions to post-delivery support—is smooth, helpful, and stress-free. This Customer Service Policy outlines how we assist you, the channels available for support, and our commitments to resolving your concerns.

1. Service Mission

Our customer service team’s core goal is to:

  • Provide accurate, timely answers to your questions about our products, orders, shipping, returns, and refunds;
  • Resolve issues (e.g., damaged items, delivery delays, order errors) fairly and efficiently;
  • Listen to your feedback to improve our products and services;
  • Ensure every interaction with Allbirdo leaves you feeling valued and supported.

We treat every customer with respect, and we strive to make your experience with us as comfortable as the natural materials we use in our products.

2. Support Channels

We offer dedicated support through the following channels—choose the one that’s most convenient for you:

2.1 Email Support (Primary Channel)

Our main support channel is email, where you can reach our team for all types of inquiries.

  • Email address: [email protected]
  • What to include in your email: To help us assist you quickly, please provide:
  • Your full name (as it appears on your order or account);
  • Your order number (if your inquiry is related to a purchase—found in your order confirmation email);
  • A clear description of your question or issue (e.g., “How do I care for merino wool shoes?” or “My order hasn’t shipped yet”);
  • Relevant details (e.g., product name/size, delivery address, tracking number, photos of damaged items);
  • Your preferred contact method (if you’d like a response via phone or a different email).

2.2 Website Contact Form

You can also submit a support request through the “Contact Us” form on our website (www.allbirdo.com):

  • Navigate to the bottom of our homepage and click “Contact Us”;
  • Fill out the required fields (name, email, order number, message);
  • Submit the form—we’ll respond to your inquiry via the email you provided.

2.3 Social Media Support (Secondary Channel)

For quick questions or general inquiries, you can reach out to us via our official social media accounts (e.g., Instagram, Facebook, Twitter). We monitor these channels regularly and will respond to comments, direct messages, or mentions. Note: For sensitive issues (e.g., payment problems, account details), we recommend using email or the contact form to protect your privacy.

3. Service Hours & Response Time

Our customer service team operates during the following hours (Pacific Time, PT):

  • Monday–Friday: 9:00 AM – 6:00 PM PT
  • Saturday–Sunday: Closed
  • Major holidays (e.g., Christmas Day, Thanksgiving Day, New Year’s Day): Closed

We are committed to responding to your inquiries promptly:

  • Email and contact form inquiries: We aim to reply within 1–2 business days (excluding weekends and holidays). During peak periods (e.g., Black Friday, holiday shopping, or product launches), response time may extend to 2–3 business days—we’ll post a notice on our website and social media if delays are expected.
  • Social media inquiries: We typically respond within 24–48 hours (Monday–Friday).
  • Urgent issues (e.g., missing packages marked as “delivered,” defective items affecting use): We prioritize these cases and will respond within 1 business day whenever possible.

4. Service Scope: What We Can Assist With

Our team is here to help with a wide range of inquiries related to Allbirdo products and services, including:

4.1 Pre-Purchase Questions

  • Product details (e.g., material care instructions for eucalyptus clothing, sizing guides for flats, color availability);
  • Ordering help (e.g., how to create an account, apply a promotion code, select the right size);
  • Shipping information (e.g., delivery timelines to your country, restrictions for PO boxes);
  • Payment methods (e.g., accepted cards, PayPal processing, currency options—all transactions in USD).

4.2 Order & Shipping Support

  • Tracking updates (e.g., resending a shipping confirmation email, helping you interpret tracking status);
  • Shipping delays (e.g., investigating why your order hasn’t shipped, following up with carriers for delayed deliveries);
  • Address changes (e.g., updating your shipping address before your order ships—see our Shipping Policy for details);
  • Missing or incorrect items (e.g., reporting a missing product from your order, notifying us of a wrong size/style shipped).

4.3 Returns & Refunds

  • Guiding you through the return process (e.g., issuing a Return Authorization (RA) number, explaining return eligibility);
  • Refund status updates (e.g., checking why your refund hasn’t posted, confirming refund processing);
  • Exchanges (e.g., helping you exchange a product for a different size/color, if in stock).

4.4 Product Care & Troubleshooting

  • Care instructions (e.g., washing guidelines for eucalyptus clothing, cleaning tips for merino wool shoes);
  • Product issues (e.g., addressing minor defects, explaining how to resolve common concerns like wool pilling);
  • Warranty questions (if applicable—details on product warranties are included in your order documentation).

4.5 Account & Feedback

  • Account help (e.g., resetting your password, updating your account information, deleting your account);
  • Feedback (e.g., sharing your experience with our products or service, suggesting improvements—we value your input!);
  • Complaints (e.g., addressing any dissatisfaction with your purchase or support experience—we’ll work with you to find a fair resolution).

5. How We Resolve Issues

We follow a structured process to resolve your concerns effectively:

  1. Understand: We’ll ask clarifying questions (if needed) to fully grasp your issue (e.g., requesting photos of a damaged item).
  2. Investigate: For order, shipping, or refund issues, we’ll check our systems (order history, shipping records) or coordinate with our partners (carriers, warehouse teams) to gather details.
  3. Respond: We’ll provide a clear update on our findings and outline next steps (e.g., “We’ve requested a carrier investigation for your missing package—we’ll update you in 2 days” or “We’ve issued your refund, which will post in 5–10 business days”).
  4. Resolve: We’ll take action to fix the issue (e.g., reshipping a missing item, processing a refund, sending care instructions) and confirm once it’s resolved.
  5. Follow up: For complex issues, we’ll follow up with you after resolution to ensure you’re satisfied with the outcome.

6. Privacy & Data Protection

When you contact our customer service team, we may collect your personal information (e.g., name, email, order details) to assist you. We handle this information in accordance with our Privacy Policy—we will never share your data with third parties for marketing purposes, and we’ll only use it to resolve your inquiry. For more details on how we protect your privacy, see our full Privacy Policy on www.allbirdo.com.

7. Feedback & Escalation

We welcome your feedback on our customer service—whether positive or constructive. If you’re not satisfied with the resolution to your issue, you can request to escalate your case to a customer service supervisor:

  • Reply to our initial response and ask for escalation;
  • Include “Escalation Request” in the subject line of your email;
  • A supervisor will review your case and contact you within 1 business day to address your concerns.

8. Changes to This Policy

We may update this Customer Service Policy from time to time to reflect changes in our support channels, hours, or processes. When we make updates, we’ll revise the “Last Updated” date at the top of this page and post the new version on our website. Your continued use of our services or contact with our customer service team after the changes take effect constitutes your acceptance of the updated policy. We encourage you to review this page periodically for any updates.

9. Final Note

At Allbirdo, we’re here to support you every step of the way. Whether you have a simple question about our products or need help resolving a complex issue, our team is dedicated to providing the best possible service. Thank you for choosing Allbirdo—we appreciate your trust in our brand.