Customer Service Policy of Darntongh

Last Updated: 2025.09.27

At Darntongh, we believe exceptional customer service is just as important as the premium Darn Tough merino wool socks we offer—whether you’re shopping for hiking, running, work, or everyday wear. Our team is dedicated to ensuring your experience with us is smooth, helpful, and satisfying, from the moment you browse our website (darntougth.com) to long after you receive your order. This Customer Service Policy outlines the support we provide, how to reach us, and what you can expect from our team.

1. Our Service Mission

Our goal is to address your needs with transparency, empathy, and efficiency. Whether you have a question about product details, need help tracking an order, want to initiate a return, or have feedback to share, we strive to:

  • Provide accurate and clear information to help you make informed decisions.
  • Resolve issues quickly and fairly, prioritizing your satisfaction.
  • Treat every customer with respect, regardless of the nature of your inquiry.

2. Contact Channels

We offer a primary, reliable channel to connect with our customer service team—designed to ensure your message is received and addressed promptly:

2.1 Email Support (Primary Channel)

The fastest and most efficient way to reach us is via email. Our team monitors and responds to all inquiries sent to:

[email protected]

When contacting us via email, please include the following details (if applicable) to help us assist you faster:

  • Your full name (matching the one used for your order, if applicable).
  • Your order number (found in your Order Confirmation or Shipment Confirmation email).
  • A clear, concise description of your inquiry (e.g., “Question about Darn Tough hiking sock sizing,” “Need help with a return for order #12345,” “Tracking not updating for my package”).
  • Relevant attachments (e.g., screenshots of tracking status, photos of defective products) if needed to explain your issue.

2.2 Additional Support (Future Updates)

While email is our current primary support channel, we may expand to include other options (e.g., live chat, phone support) in the future. Any new contact methods will be updated on this policy and prominently displayed on our website, so be sure to check back periodically for updates.

3. Response Timeframes

We understand that timely support matters, so we commit to the following response guidelines:

  • General Inquiries (e.g., product questions, sizing help): We will respond to your email within 1–2 business days (excluding weekends and major public holidays like Christmas, Thanksgiving, and New Year’s Day).
  • Urgent Inquiries (e.g., lost packages, defective products, order delays): We prioritize urgent issues and aim to respond within 24 business hours of receiving your email.
  • Peak Periods: During high-traffic times (e.g., Black Friday/Cyber Monday, holiday shopping seasons, or product launches), response times may be slightly extended (up to 3 business days). We will notify you via our website homepage if significant delays are expected, and we appreciate your patience during these busy periods.

4. Service Scope: What We Can Help With

Our customer service team is trained to assist with a wide range of needs related to your Darntongh experience. Here are key areas we support:

4.1 Product-Related Questions

  • Details about Darn Tough sock styles (e.g., material composition, care instructions for merino wool, durability features).
  • Sizing guidance (e.g., how to match your shoe size to our sock sizes, fit recommendations for specific activities like hiking or running).
  • Availability of products (e.g., restock timelines for out-of-stock styles or sizes).

4.2 Order Support

  • Tracking updates (e.g., helping you locate your package if tracking is not updating, explaining delivery statuses like “In Transit” or “Out for Delivery”).
  • Order changes or cancellations (e.g., updating your shipping address before your order is processed, canceling an order within the 1–3 business day processing window—see our Shipping Policy for details).
  • Order confirmations (e.g., resending a lost Order Confirmation email, verifying payment status).

4.3 Returns and Refunds

  • Guiding you through the return process (e.g., issuing a Return Authorization (RA) Number, explaining how to package and ship returned items).
  • Refund status updates (e.g., confirming if your returned package has been received, explaining delays in refund processing—see our Refund Policy for details).
  • Resolving return issues (e.g., addressing rejected returns, helping with defective product claims).

4.4 Shipping Issues

  • Assisting with lost or missing packages (e.g., initiating carrier investigations, arranging replacements or refunds—see our Shipping Policy for details).
  • Helping with undelivered or returned-to-sender packages (e.g., coordinating reshipping to a corrected address, processing refunds for returned orders).
  • Answering questions about import duties/taxes for international orders (e.g., explaining which countries may charge duties, how to pay them).

4.5 Feedback and Concerns

  • Addressing any dissatisfaction with your purchase (e.g., resolving issues with fit, quality, or delivery).
  • Listening to your feedback (e.g., suggestions for improving our website, product offerings, or customer service) and sharing it with our team to drive improvements.

5. What We Cannot Support

To ensure we focus on providing the best possible help for Darntongh-related needs, there are a few areas our team cannot assist with:

  • Issues with third-party services (e.g., payment processor errors, carrier delays that are outside our control, customs disputes that require direct communication with local authorities).
  • Sock repairs or modifications (we do not offer repair services for Darn Tough socks; if your socks are defective, please see our Refund Policy for return options).
  • Unauthorized requests (e.g., changing an order after it has shipped, issuing refunds for used or damaged products that do not meet our return criteria, sharing customer data with third parties).

6. Escalation Process: If You Need Further Assistance

We aim to resolve all issues in our first response, but if you are not satisfied with the initial support you receive:

  1. Reply to the original email thread: Respond to our customer service team’s email with additional details about your concern (e.g., why the solution did not work, any new information). This ensures your inquiry stays with the team member who is already familiar with your case.
  2. Request escalation: If you still need further help, ask to have your case escalated to our Customer Service Manager. We will ensure the manager reviews your case within 1 business day and contacts you with a revised solution or explanation.

7. Updates to This Policy

We may update this Customer Service Policy from time to time to reflect changes in our support channels, response times, or service scope (e.g., adding live chat support, adjusting peak-period response guidelines). When we make changes, we will:

  • Revise the “Last Updated” date at the top of this page.
  • Post the updated policy on our website (under the “Policies” section).
  • Notify our newsletter subscribers (if you have opted in to receive updates) of significant changes that may affect your experience.

We recommend reviewing this policy periodically to stay informed about how we can support you.

8. Final Note

Your trust in Darntongh means a lot to us. If you have any questions, concerns, or feedback—whether big or small—please don’t hesitate to reach out to us at [email protected]. We’re here to help make your experience with our Darn Tough socks as comfortable and enjoyable as the products themselves.