Customer Service Policy – Llbeak

At Llbeak, where we craft clothing, shoes, and outdoor gear for every adventure—from mountain hikes and forest camping to city walks and weekend trails—our customer service is built for the outdoor community. We don’t just answer questions; we share expertise that helps you get the most out of your gear: whether you need to know if a jacket’s waterproof rating works for heavy rain, how to break in hiking boots without blisters, or how to fix a stuck tent zipper mid-trip. This policy outlines how we support you—from pre-purchase gear advice to post-delivery care—so you can focus on the trails, not the logistics.

1. Our Service Promises: Built for Outdoor Enthusiasts

We stand by three core commitments, tailored to the unique needs of anyone who loves the outdoors:

1.1 Expert, Adventure-Focused Knowledge

Our team isn’t just customer service—we’re hikers, campers, and trail runners who use Llbeak gear ourselves. We provide advice that’s practical, not generic:

  • Gear Performance: “Our 10K/10K waterproof jacket works for light to moderate rain—if you’re hiking in the Pacific Northwest’s heavy downpours, we recommend upgrading to our 20K/20K model.”
  • Fit & Comfort: “Hiking boots should have ½ inch of space between your toe and the end—break them in by wearing thick socks around the house for 3-5 days before hitting the trail to avoid blisters.”
  • Care & Durability: “To extend your tent’s life, wipe down the rainfly after each trip and store it loosely (not folded tight) in a cool, dry place—this prevents mildew and seam tape damage.”

1.2 Fast, Responsive Support

We know when you have a gear question, you might be prepping for an upcoming trip—so we prioritize speed:

  • General Inquiries: Reply within 12-24 business hours (weekdays 9 AM–6 PM ET; weekends/holidays within 24 hours).
  • Urgent Needs: For time-sensitive issues—like a damaged backpack before a camping trip, a missing order for race-day gear, or a last-minute size question—we flag your request as “Adventure Priority” and respond within 6 hours.

1.3 Proactive Care for Your Gear

We don’t wait for you to reach out. If:

  • Your order is delayed (e.g., your camping cookware is held up in quality checks), we’ll email you with a revised timeline and a free Llbeak gear care sample (e.g., a tent seam sealer, shoe waterproofing spray).
  • A style you love is out of stock (e.g., your size in our best-selling hiking boots), we’ll let you opt for restock alerts—and include a 10% discount for your next purchase when it’s back.

2. How to Connect With Us

We offer two dedicated channels to ensure you get the right support, when you need it—whether you’re sharing photos of a gear issue or asking a quick trail question:

2.1 Email Support (Primary Channel)

For detailed inquiries that need gear expertise (e.g., performance questions, defect reports, sizing help), email us at [email protected]. To speed up resolution, include:

  • Your full name and order number (if applicable—e.g., “Order #LKB-2025-456: Women’s Waterproof Hiking Boots”).
  • A clear description of your request (e.g., “My tent poles bent on a recent trip—can you help with a replacement?” “I need to know if this base layer works for sub-40°F camping”).
  • Photos (when relevant): For fit issues (e.g., a photo of how boots fit your calves), defects (e.g., a close-up of a torn jacket seam), or damage (e.g., a bent tent pole)—this helps our team assess and respond with precision.

We archive all email conversations, so if you follow up later (e.g., “Last month you advised me on boot care—can I ask another question?”), we have your history ready and don’t need you to repeat details.

2.2 Adventure Consultations (By Request)

For complex needs—like building a gear kit for a multi-day hike, choosing the right tent for your climate, or troubleshooting persistent gear issues—we offer 15-minute virtual consultations with our in-house “Outdoor Specialists.” To book:

  1. Email [email protected] with “Adventure Consultation Request” in the subject line.
  2. Include your availability (e.g., “Tuesday 3–5 PM ET, Thursday 10 AM–12 PM ET”) and a brief overview of your needs (e.g., “I’m training for a 5-day backpacking trip and need help picking a sleeping bag”).
  3. We’ll confirm your slot via email, share a Zoom link, and ask you to have any relevant gear (or photos of it) ready for the call.

3. Support for Every Stage of Your Adventure

We’re with you from the moment you start browsing gear to the day you pass it down to another outdoor enthusiast:

3.1 Pre-Purchase Guidance

  • Gear Selection: Unsure if you need a 3-season or 4-season tent? We’ll ask about your destination (e.g., “Are you camping in the Rockies in October, or the Appalachians in June?”) and activity (e.g., “Car camping or backpacking?”) to recommend the right fit.
  • Size & Fit Advice: Our team knows our gear’s nuances:
  • “Our hiking pants have a relaxed fit—size down if you prefer a slim look, or size up if you want to layer thermal leggings underneath.”
  • “Women’s jackets are tailored for narrower shoulders—if you have broader shoulders, we recommend sizing up or trying our unisex style.”
  • Adventure Planning: Need gear for a specific trip? We’ll curate recommendations: “For a week-long desert hike, we suggest our lightweight sun hoodie, moisture-wicking base layer, and 2L hydration backpack.”

3.2 Order & Shipping Support

  • Order Tracking: If you haven’t received a tracking number (sent within 24 hours of shipping) or your package shows no progress, email us—we’ll trace it with the carrier and share real-time updates (e.g., “Your camping stove is in customs—clears in 1-2 days”).
  • Address Changes: We can update your shipping address only if your order hasn’t entered processing (within 24 hours of purchase). Email us immediately with your order number and corrected address—if processing has started, we’ll work with the carrier to redirect (subject to their fees, which we’ll disclose upfront).
  • Gift Assistance: If you’re sending gear as a gift (e.g., hiking boots for a friend’s birthday), we’ll include a handwritten note (per your request), omit the price from the packing slip, and ship directly to the recipient. If the gift doesn’t fit or has a defect, we’ll process a return for the recipient and send a replacement—no need for you to coordinate.

3.3 Post-Delivery Care & Issue Resolution

  • Gear Care Troubleshooting: Stuck with a dirty tent, smelly hiking boots, or a wrinkled waterproof jacket? We provide step-by-step fixes:
  • “To clean your tent: Wipe the rainfly with warm water and mild soap (no detergent), rinse thoroughly, and air dry completely—never machine wash.”
  • “To deodorize hiking boots: Fill them with baking soda overnight, dump it out in the morning, and let them air out—avoid putting them in the dryer (it damages the soles).”
  • Defect & Damage Claims: If your gear arrives with a manufacturing defect (e.g., a broken backpack strap, a leaky jacket, a bent tent pole) or is damaged in shipping:
  1. Email us within 48 hours of delivery with photos of the issue and your order number.
  2. We’ll either:
  • Send a free replacement (shipped within 1-3 days, with expedited shipping if you have an upcoming trip) and include a prepaid label for the defective item (if we request it).
  • Issue a full refund in USD (processed within 5-10 business days) and let you keep the defective item (to avoid further shipping damage to delicate gear like tent poles).
  • Return Support: If you need to return gear (within 60 days of delivery), we’ll send a prepaid return label and gear-specific packing tips (e.g., “Roll waterproof jackets—don’t fold—to avoid creasing seam tape”; “Wrap tent poles in bubble wrap to prevent bending”). We’ll also confirm receipt of your return and update you when your refund is processed.

4. Resolving Unmet Expectations: Making It Right

If you’re not satisfied with our service—whether the advice was incorrect, the response was delayed, or the issue wasn’t resolved—we’ll take immediate action:

  1. Reply to our original email with “Adventure Support Follow-Up” in the subject line, and share specific feedback (e.g., “The tent care advice you provided didn’t fix the mildew—can we try another solution?”).
  2. A Senior Outdoor Specialist will review your case within 2 hours, apologize for the inconvenience, and offer a tailored resolution (e.g., a free gear care kit, a 15% discount on your next purchase, a virtual consultation to troubleshoot the issue).
  3. We’ll follow up 1 week later to ensure you’re satisfied—and use your feedback to train our team (e.g., updating our tent care guidelines, refining our response timelines for urgent requests).

5. What We Can’t Support

To keep our focus on Llbeak gear and the outdoor community, we cannot assist with:

  • Third-Party Purchases: Items bought from resellers (e.g., eBay, consignment shops) rather than llbeak.com—we can’t verify authenticity, access order details, or honor returns for these products.
  • Damage from Misuse: Issues caused by ignoring care instructions (e.g., tent stored wet, hiking boots used for rock climbing, waterproof jacket machine-washed in hot water) or normal wear (e.g., worn boot soles after 500 miles of trails).
  • Non-Llbeak Gear: Questions about care, sizing, or performance for gear not sold by Llbeak (e.g., “How do I fix my non-Llbeak sleeping bag zipper?”).

6. Join Our Outdoor Community

We love seeing where your Llbeak gear takes you! Tag us in your photos (@Llbeak) or share your adventure stories via email—whether it’s a photo of your hiking boots on a mountain summit, your tent set up by a lake, or your jacket keeping you dry during a rainstorm. We feature community stories on our blog and social media, and we even use your feedback to refine our gear (e.g., adding more pockets to hiking pants based on customer requests).

7. Contact Us

For gear advice, order help, or any other questions—whether you’re prepping for your first camping trip or your 50th hike—reach out:

Email: [email protected]

Adventure Consultations: Request via email (subject line: “Adventure Consultation Request”)