Frequently Asked Questions (FAQ)
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📦 ORDERING & SHIPPING
Q: Where do you ship to?
A: We ship worldwide! We primarily serve customers in North America, but we deliver to customers globally. Shipping times and costs may vary by destination.
Q: How long does shipping take?
A: Standard shipping typically takes 5-7 business days, depending on your location and the shipping method selected at checkout. Please note that delivery times may vary during peak seasons or due to customs processing for international orders.
Q: What are your shipping costs?
A: • Orders over USD $100: FREE worldwide shipping
• Orders under USD $100: USD $25 flat rate shipping
Shipping costs are calculated automatically at checkout based on your order total.
Q: Can I track my order?
A: Yes! Once your order ships, you’ll receive a tracking number via email. You can use this number to track your package online through our third-party courier’s website. Tracking information is usually updated within 24-48 hours of shipment.
Q: Which courier service do you use?
A: We partner with reliable international courier services to ensure your order arrives safely and on time. The specific courier will be indicated in your shipping confirmation email.
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🔄 RETURNS & EXCHANGES
Q: What is your return policy?
A: We offer a 7-day return policy from the date of delivery. Items must be:
• Unworn and in original condition
• Clean and free from odors
• With all original tags attached
• In their original packaging
• Suitable for resale
Please note: Items that show signs of wear, damage, or alteration cannot be accepted for return.
Q: Who pays for return shipping?
A: • Quality issues or defective items: We cover return shipping costs
• Change of mind or incorrect size: Customer is responsible for return shipping costs
Q: Can I exchange an item?
A: Yes! We accept exchanges for different sizes or styles within 7 days of delivery. The item must meet the same conditions as our return policy. Please contact us at Hello@slemonactive.com to arrange an exchange.
Q: How long does it take to process a refund?
A: Once we receive and inspect your returned item, refunds are processed within 7-15 business days. The refund will be issued to your original payment method. Please note that it may take an additional 3-5 business days for the refund to appear in your account, depending on your bank or payment provider.
Q: What if I receive a damaged or defective item?
A: We’re sorry if this happens! Please contact us immediately at Hello@slemonactive.com with photos of the defect or damage. We’ll arrange a replacement or full refund, and we’ll cover all return shipping costs for quality-related issues.
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💳 PAYMENT
Q: What payment methods do you accept?
A: We accept:
• Credit and debit cards (Visa, Mastercard, American Express)
• PayPal
• Other secure payment methods available at checkout
Q: What currency do you accept?
A: We accept payments in USD (US Dollars) and HKD (Hong Kong Dollars). The currency will be automatically selected based on your location, but you can change it at checkout.
Q: Is it safe to shop on your website?
A: Absolutely! Our website uses SSL encryption to protect your personal and payment information. We never store your credit card details on our servers. All transactions are processed through secure, industry-standard payment gateways.
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👕 PRODUCT INFORMATION
Q: What products do you sell?
A: We specialize in dance and activewear, including:
• Dance clothing and performance wear
• Athletic apparel
• Dance shoes
• Socks and accessories
All designed for dancers and active individuals who demand both style and performance.
Q: How do I find the right size?
A: We provide detailed size charts on each product page. Please refer to the size guide before making your purchase. If you’re between sizes or have questions about fit, feel free to contact us at Hello@slemonactive.com for personalized assistance.
Q: Where are your products made?
A: All our products are designed and manufactured in our own factory. We maintain strict quality control throughout the entire production process to ensure you receive the highest quality dancewear and activewear.
Q: What is your price range?
A: Our products typically range from USD $25 to $75, offering premium quality at accessible prices.
Q: Do you offer care instructions for your products?
A: Yes! Care instructions are included on the product label. Generally, we recommend:
• Machine wash cold with similar colors
• Hang dry or tumble dry low
• Avoid bleach and fabric softeners
• Do not iron directly on printed or decorated areas
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📋 ORDER MANAGEMENT
Q: Can I modify or cancel my order?
A: Please contact us at Hello@slemonactive.com as soon as possible if you need to modify or cancel your order. We process orders quickly, so we can only make changes if your order hasn’t shipped yet.
Q: I haven’t received my order confirmation email. What should I do?
A: First, please check your spam or junk folder. If you still can’t find it, contact us at Hello@slemonactive.com with your order details, and we’ll resend your confirmation.
Q: Do you offer wholesale or bulk discounts?
A: For wholesale inquiries or bulk orders, please contact us directly at Hello@slemonactive.com. We’re happy to discuss special pricing for dance studios, performance groups, or retail partners.
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📞 CUSTOMER SUPPORT
Q: How can I contact customer service?
A: You can reach us at:
• Email: Hello@slemonactive.com (We typically respond within 24 hours)
• Phone: +852 5645 3540 (Monday-Friday, 9:00 AM – 6:00 PM Hong Kong Time)
Q: What are your business hours?
A: Our customer service team is available:
Monday – Friday: 9:00 AM – 6:00 PM (Hong Kong Time / HKT)
Saturday – Sunday: Closed
For email inquiries sent outside business hours, we’ll respond on the next business day.
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Still have questions?
We’re here to help! Contact us at Hello@slemonactive.com and our
team will get back to you within 24 hours during business days.
For more information, please visit:
– Shipping & Delivery Policy
– Returns & Refunds Policy
– Privacy Policy
– Terms of Service