Customer Service Policy

Customer Service Policy - ProactiveVibe

At ProactiveVibe, we’re as committed to supporting your active journey as we are to crafting high-performance sportswear and yoga apparel. This Customer Service Policy outlines our core principles, support channels, and guidelines—designed to match the same energy, reliability, and care that define our products. We strive to make every interaction seamless and supportive, ensuring you feel valued as you pursue your fitness and wellness goals.

1. Contact & Support Channels

Our customer service team is here to assist with all inquiries related to your ProactiveVibe purchases—from sizing guidance for yoga leggings and sportswear to order tracking, product care, and feedback. You can reach us through our dedicated channel, where we prioritize prompt, helpful responses tailored to your active lifestyle:
  • Email Support: Send your detailed inquiry to service@gfavora.com. We commit to responding within 24-48 business hours (excluding weekends and public holidays). For faster resolution, please include your order number (if applicable), a clear description of your request, and photos (when addressing product fit, fabric issues, or damage)—such as sizing concerns for yoga apparel, performance questions for sportswear, or quality-related matters.

2. Order Processing & Tracking

Once you place an order for our sportswear or yoga apparel, you will receive an order confirmation email within 1-2 hours to acknowledge receipt. All standard orders are processed and shipped within our stated timeline, with priority given to ensuring your gear arrives in time for your workouts, yoga sessions, or active outings.
A shipping confirmation email with a tracking number will be sent once your order is dispatched, allowing you to monitor its delivery progress in real time. If you do not receive confirmation emails (order or shipping) within the expected timeframe, please contact our support team with your full name, email address, and order date for verification and assistance.

3. Returns & Exchanges

We want you to love your ProactiveVibe sportswear and yoga apparel as much as we do—gear that supports your movements and boosts your confidence. If a piece doesn’t meet your expectations, we offer a flexible return/exchange policy tailored to the unique needs of activewear:
  • Items must be in their original, unused condition with all tags attached, original packaging intact, and no signs of wear, washing, ironing, or modification. For yoga apparel (e.g., leggings, sports bras) and sportswear (e.g., workout tops, shorts), special care must be taken to avoid damage to stretch fabrics, seams, or moisture-wicking materials; returns with pilling, stretched fabric, or damaged seams will not be accepted.
  • To initiate a return/exchange, email service@gfavora.com with your order number, reason for the request, and clear photos of the item (especially for fit or quality concerns). We will provide a Return Authorization (RA) number and detailed shipping instructions within 2 business days.
  • Return shipping costs are the customer’s responsibility, unless the return is due to our error (e.g., wrong item shipped, incorrect size, manufacturing defect). In such cases, we will reimburse the return shipping fee or provide a prepaid label.
  • Upon receiving and inspecting the returned item (usually within 5-7 business days), we will process your refund (to the original payment method) or ship the exchanged item (e.g., different size, alternative yoga style) within 3-5 business days. For activewear, inspections focus on preserving the integrity of performance fabrics and structural details.
Note: Customized items (e.g., personalized sportswear, tailored yoga apparel) are non-returnable unless defective, as they are crafted to your specific requests.

4. Product Information & Guidance

Each ProactiveVibe piece comes with detailed product descriptions, size charts, fabric care instructions, and performance details (e.g., moisture-wicking, four-way stretch) to help you make informed choices. Our team is also happy to provide personalized guidance—whether you need help selecting yoga apparel for your practice style (e.g., hot yoga, vinyasa), choosing sportswear for your workout type (e.g., strength training, cardio), or confirming fabric suitability for sensitive skin.

5. Product Quality & Defects

Every ProactiveVibe sportswear and yoga apparel piece undergoes strict quality checks—from the stitching of performance seams to the durability of stretch fabrics and the functionality of moisture-wicking materials—to ensure it meets our high standards of performance and longevity. If you receive an item with a manufacturing defect (e.g., loose stitching, fabric flaws, defective zippers, or compromised stretch) or damage during shipping, please contact us within 7 days of delivery.
Provide your order number and clear photos/videos of the defect, and we will arrange a free return/exchange or full refund (including shipping costs) at your discretion. For minor defects that don’t affect performance (e.g., tiny loose threads), we may offer a partial refund or quick troubleshooting advice.

6. Privacy & Data Protection

Any personal information you share (e.g., name, contact details, payment information) is protected in accordance with our Privacy Policy. We only use your data to process orders, provide customer service, and keep you updated on your purchases—we never share your information with third parties without your explicit consent.

7. Feedback & Suggestions

Your feedback helps us grow and refine our sportswear, yoga apparel, and customer service. Whether you have a suggestion for a new yoga legging style, feedback on the fit of our sportswear, or comments on your shopping experience, please share them via service@gfavora.com. We value every insight and use it to enhance the ProactiveVibe experience for you and our entire active community.
At ProactiveVibe, we’re honored to be part of your active journey. We’re committed to serving you with the same reliability and energy that our sportswear and yoga apparel bring to your workouts. If you have further questions about this policy, please don’t hesitate to reach out.
— The ProactiveVibe Team