Customer Service Policy

1. Our Service Commitment

At Allbirds (alllbirdes.com), we believe exceptional customer service is as important as our sustainable, comfortable products. Our team is dedicated to providing transparent, timely, and solution-focused support to address all your needs—from pre-purchase questions to post-delivery assistance. We strive to ensure every interaction leaves you feeling heard, valued, and confident in your Allbirds experience.

2. Service Scope: What We Can Help With

Our customer service team is available to assist with a wide range of inquiries and requests, including but not limited to:
  • Pre-Purchase Support: Product details (e.g., material care, sizing guides), availability checks, order customization options, and payment method questions.
  • Order & Shipping Assistance: Order status tracking, shipping address updates (within the 1–3 business day processing window), delivery delay inquiries, and tracking number support (as outlined in our Shipping Policy).
  • Returns & Refunds: Initiating return requests (within 60 days of delivery), refund status checks, defective product reporting (within 7 days of delivery), and replacement arrangements (per our Refund Policy).
  • Account Support: Account creation, login issues, preference updates, and order history access.
  • Feedback & Concerns: Sharing product feedback, reporting website functionality issues, or addressing any other concerns related to your Allbirds experience.

3. Contact Channels & Response Times

We offer convenient, accessible channels to connect with our team, each with clear response timelines to keep you informed:

3.1 Email Support (Primary Channel)

  • Response Time: We aim to reply to all emails within 24–48 business hours. For urgent requests (e.g., address changes before shipping, lost packages), include “URGENT” in the subject line—these will be prioritized and responded to within 12 business hours.
  • Best For: Detailed inquiries (e.g., return initiations, order issues) that require documentation or step-by-step guidance.

3.2 Mail Correspondence

  • Address: Allbirds Customer Service, 323 Waterview Drive, LaGrange Georgia 30240, United States
  • Response Time: Mail inquiries are processed within 5–7 business days of receipt, with a written response sent via mail or email (per your preference).
  • Best For: Formal requests (e.g., documentation requests, written complaints) that require physical correspondence.

4. Issue Resolution Process

We follow a structured process to resolve your concerns efficiently and fairly, ensuring clarity at every step:
  1. Inquiry Submission: Reach out via your preferred channel (email is recommended for speed) and include key details: your full name, order number (if applicable), registered email/phone, and a clear description of your issue.
  1. Initial Review: Our team will acknowledge your inquiry within the stated response time, confirm we have all necessary information, and outline next steps (e.g., “We’ll check your order status and follow up by EOD”).
  1. Investigation & Action: For complex issues (e.g., lost packages, defective products), we may need to coordinate with our shipping partners or warehouse teams. We’ll provide regular updates (every 2–3 business days) until a resolution is reached.
  1. Resolution Delivery: Once resolved, we’ll confirm the outcome in writing (e.g., “Your refund has been processed,” “A replacement order has been shipped”) and share any relevant details (e.g., refund reference number, tracking for replacements).
  1. Follow-Up: If you’re not satisfied with the resolution, reply to our correspondence within 5 business days—we’ll escalate your case to a senior support specialist for further review.

5. Service Standards & Guarantees

To ensure consistent quality, our team adheres to strict service standards:
  • Accuracy: We verify all order, shipping, and refund details with our internal systems to avoid errors (e.g., confirming refund eligibility before processing, double-checking address updates).
  • Transparency: We never withhold information about delays, fees, or limitations (e.g., clearly stating that address changes are only possible before shipping, or that import duties for international orders are your responsibility).
  • Empathy: Our team is trained to listen to your concerns and provide solutions tailored to your needs (e.g., offering a replacement instead of a refund if you prefer, expediting a shipping update for a time-sensitive order).

6. Feedback & Improvement

We value your input as a tool to improve our service. If you have feedback about your customer service experience (positive or negative), you can:
  • Include it in your correspondence with our team—we share all feedback with our leadership team for review.
  • Respond to the post-interaction survey sent via email (after your issue is resolved) to rate your experience and share additional comments.

7. Exceptional Circumstances

During high-volume periods (e.g., holiday sales, product launches) or unforeseen events (e.g., carrier delays, system outages), response times may be slightly extended (up to 72 business hours for non-urgent inquiries). We’ll post updates on our website homepage to keep you informed, and prioritize urgent issues (e.g., missing orders) to minimize disruption.
At Allbirds, your satisfaction is our priority. Whether you need a quick question answered or a complex issue resolved, our team is here to support you every step of the way—just as we strive to make every pair of Allbirds feel like a perfect fit.