Customer Service Policy – Roarkn

At Roarkn (“we,” “us,” or “our”), we are committed to providing reliable, helpful, and timely support to our customers who purchase adventure-ready men’s & women’s clothing, bags, and gear (the “Products”) or use our website [www.roarkn.com] (the “Site”). This Customer Service Policy outlines the scope of our support, how to contact us, our response timelines, and how we resolve customer issues—ensuring a positive experience for every user.

1. Scope of Customer Service

Our customer service team assists with all inquiries related to your interaction with Roarkn, including but not limited to:

  • Order-Related Questions: Status updates, tracking information, order modifications (if possible), cancellation requests, and issues with order confirmation.
  • Product Inquiries: Details about product features (e.g., fabric durability, waterproof ratings), size guides, availability, care instructions (e.g., washing tips for hiking jackets), and comparisons between similar Products.
  • Shipping & Delivery: Questions about shipping timelines, tracking delays, lost/damaged shipments, address corrections, and international shipping requirements (e.g., customs guidance).
  • Returns & Refunds: Guidance on the return process, refund status, eligibility for returns/refunds, and assistance with pre-paid return labels.
  • Account Support: Help with account registration, password resets, updating account information (e.g., shipping address, email), and resolving login issues.
  • Feedback & Complaints: Addressing customer feedback, resolving complaints (e.g., dissatisfaction with a Product, service delays), and sharing suggestions to improve our Products or Services.
  • General Inquiries: Information about Roarkn’s brand, sustainability practices, promotional offers, and community initiatives (e.g., partnerships with outdoor organizations).

2. Contact Methods

The primary and most efficient way to reach our customer service team is via email. We do not currently offer phone support, but we ensure prompt and detailed responses to all email inquiries:

  • Email: Send your inquiry to [email protected] with a clear subject line (e.g., “Order #12345 Tracking Issue,” “Size Question for Women’s Hiking Pants”) and include relevant details (order number, product name, photos if needed) to help us resolve your issue quickly.
  • Social Media: For non-urgent inquiries or general questions, you can also message us via our official social media channels (e.g., Instagram, Facebook). We monitor these messages during business hours and will redirect complex issues (e.g., order problems) to email for more efficient resolution.

Note: For urgent matters (e.g., missing shipment within the estimated delivery window, defective Product affecting an upcoming trip), mark your email subject line with “URGENT” to prioritize your request.

3. Response & Resolution Timelines

We strive to address all customer inquiries in a timely manner, with clear timelines for responses and issue resolution:

  • Response Time: We will acknowledge receipt of your email within 1–2 business days (excluding weekends and U.S. public holidays). For urgent inquiries, we aim to respond within 24 business hours.
  • Issue Resolution Time: The time to resolve your issue depends on its complexity:
  • Simple Inquiries (e.g., size questions, order status): Resolved within 1–2 business days.
  • Shipping/Tracking Issues (e.g., delayed delivery, missing tracking updates): Resolved within 3–5 business days (to allow time for carrier follow-up).
  • Returns/Refunds (e.g., refund status, return label requests): Resolved within 3–4 business days (after verifying return eligibility or processing refunds).
  • Complex Issues (e.g., lost shipments, defective Products requiring investigation): Resolved within 5–7 business days (to complete carrier investigations or coordinate replacements).

We will keep you updated via email if an issue requires more time to resolve (e.g., extended carrier investigations for lost packages).

4. Customer Service Hours

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

  • Monday to Friday: 9:00 AM – 6:00 PM PT
  • Saturday & Sunday: Closed
  • U.S. Public Holidays: Closed (major holidays include Christmas Day, Thanksgiving Day, New Year’s Day, Independence Day, and Labor Day)

Inquiries sent outside these hours will be processed on the next business day.

5. How We Resolve Issues

We follow a structured process to ensure fair and efficient resolution of customer issues:

  1. Inquiry Receipt: We review your email/social media message to gather key details (order number, issue type, supporting evidence like photos).
  2. Assessment: We verify relevant information (e.g., order status, product eligibility for returns, carrier tracking data) to understand the issue.
  3. Resolution Proposal: We email you with a clear resolution, which may include:
  • Providing requested information (e.g., size guide, tracking link).
  • Issuing a pre-paid return label or initiating a refund.
  • Coordinating a replacement for defective/incorrect Products.
  • Following up with the shipping carrier to investigate lost/delayed shipments.
  • Offering a discount or store credit for service-related inconveniences (at our discretion).
  1. Follow-Up: After implementing the resolution, we may send a follow-up email to confirm you are satisfied with the outcome. If the resolution is not acceptable, we will work with you to explore alternative solutions.

6. Feedback & Continuous Improvement

We value your feedback as it helps us improve our Products and customer service. You may share feedback in the following ways:

  • Include feedback in your email inquiry (e.g., suggestions for product improvements, comments on service quality).
  • Complete a short customer satisfaction survey that may be sent to you after your issue is resolved.
  • Leave a review on our Site or social media channels (we monitor these reviews and use them to address recurring issues).

We regularly review customer feedback to identify areas for improvement—such as updating product descriptions, streamlining the return process, or expanding support for common inquiries.

7. Language Support

Currently, our customer service team provides support only in English. All communications (emails, social media messages, resolution updates) will be in English to ensure clarity and accuracy. We are working to expand language support in the future and will update this policy when additional languages become available.

8. Changes to This Customer Service Policy

We may update this Customer Service Policy to reflect changes in our support processes, contact methods, or business hours. Any updates will be posted on this page with an revised “Last Updated” date. Your continued use of our Site or Products after changes are posted constitutes your acceptance of the updated policy. We recommend reviewing this policy periodically to stay informed about how we support our customers.

9. Contact Us for Further Assistance

If you have questions about this Customer Service Policy or need support beyond the scope outlined above, please email our team at:

We are dedicated to ensuring your experience with Roarkn is positive, and we will do our best to address your needs.