Customer Service Policy – usBapo
At usBapo, we believe that exceptional customer service is just as important as the iconic BAPE streetwear we offer. Our team is dedicated to supporting you throughout your shopping journey—from pre-purchase questions to post-delivery assistance. This policy outlines how we deliver support and what you can expect when reaching out to us.
1. Scope of Support
Our customer service team is here to assist with a wide range of inquiries related to your experience with us. This includes, but is not limited to:
- Order Inquiries: Status updates, payment issues, order modifications (e.g., address changes before shipment), or questions about order confirmations.
- Shipping & Delivery: Tracking updates, delivery delays, or clarification on our shipping timelines (1–3 business days for processing, 6–12 business days for delivery) and global free shipping policy.
- Product Information: Details about BAPE designs (such as APE Head, Camo, Shark, or Baby Milo), sizing, materials, availability, or authenticity.
- Returns & Refunds: Guidance on our 60-day return policy, return initiation, refund status (5–10 business days after processing), or eligibility for returns.
- General Assistance: Questions about our website, account management, or any other concerns related to your interaction with usBapo.
2. How to Contact Us
The primary way to reach our customer service team is via email:
Email: [email protected]
We prioritize clear, timely communication, so please include relevant details in your message (e.g., order number, product name, or specific issue) to help us assist you more efficiently.
3. Response Time
We aim to respond to all inquiries within 24–48 business hours (excluding weekends and holidays). During peak periods (e.g., sales events or holidays), response times may be slightly extended, but we will always work to address your concerns as quickly as possible. You will receive an acknowledgment email once we’ve received your inquiry, confirming that we’re working on a resolution.
4. Resolution Commitment
Our goal is to resolve your issue in a single interaction whenever possible. For more complex matters (e.g., lost shipments, refund disputes), we may need additional time to investigate—we’ll keep you updated on our progress and provide a clear timeline for resolution.
For issues related to shipping delays beyond the estimated 6–12 business days, we will work with our shipping partners to trace the shipment and provide you with updates. For returns, we’ll guide you through the process step-by-step, from initiating the return to confirming when your refund is processed.
5. Language Support
Our customer service communications are conducted in English to ensure clarity and consistency. If you prefer to communicate in another language, we recommend including a translation of your inquiry to help us understand your needs accurately.
6. Feedback
We value your input! If you have feedback about our customer service—whether positive or constructive—please share it in your email. Your insights help us improve our support and enhance the overall shopping experience for all customers.
7. Exceptions
While we strive to assist with all reasonable inquiries, we cannot guarantee support for:
- Inquiries unrelated to usBapo (e.g., questions about BAPE’s brand history not tied to our products).
- Fraudulent claims or attempts to manipulate our policies (e.g., requesting refunds for non-eligible items).
- Issues caused by third parties (e.g., customs delays, carrier errors) outside of our control—though we will still provide guidance on how to resolve them.
Thank you for trusting usBapo. We’re proud to support your love for BAPE streetwear and are committed to making your experience with us as smooth as possible.
Last updated: 2025.07.25