出现问题如何联系我们

CUSTOMER SUPPORT

出现问题如何联系我们

如产品在交付、拆包、安装或使用过程中出现问题,请通过微信、电子邮件或网站提供的其他联系方式与我们联系。

请尽量提供完整的订单信息、问题说明及相关照片或视频。我们会根据订单约定、产品情况和现有资料进行确认,并协助沟通后续处理方式。

01

可以通过哪些方式联系

如需较快沟通,建议优先联系网站页面中的微信客服,适合确认产品状态、补充照片及沟通处理进度。

如问题较为复杂、资料较多或需要完整说明,也可以通过电子邮件联系我们。邮件将在工作日查看并依次回复,请耐心等待。

02

提供订单基本信息

联系我们时,请提供订单编号、产品名称、型号、数量、收货人信息及实际收货时间,以便我们快速核对订单、合同和发货记录。

如同一订单包含多件产品,请明确说明出现问题的具体产品、数量及包装编号。

03

清楚说明实际问题

请尽量说明问题出现的时间、位置、具体表现及当前状态,例如外观破损、结构松动、配件缺失、尺寸不符、安装困难或功能异常等。

如问题是在运输、拆包、安装或使用过程中发现,也请说明当时的实际情况,以及是否已经继续安装、移动或使用。

04

提供照片和视频

建议先拍摄产品整体,再拍摄问题部位的近照,并从不同角度记录问题范围、位置和程度。

如涉及运输破损,请同时提供外包装、物流标签及拆包过程的照片或视频;如涉及结构、功能或安装问题,可提供能够完整展示异常情况的视频。

05

存在安全风险时暂停使用

如问题可能影响结构稳定、正常使用或人身安全,请立即停止安装和使用,并将产品放置在安全位置。

在问题确认前,不建议自行拆卸、改装或维修,以免损坏扩大,或影响后续对问题原因和处理方式的判断。

06

我们如何确认问题

收到反馈后,我们会结合订单要求、产品资料、验货记录、包装状态、物流信息及现场情况进行核实。

部分问题可能需要工厂、物流、安装人员或相关服务方共同确认。必要时,我们可能请您补充照片、尺寸、视频或其他现场信息。

07

后续如何处理

根据问题性质、影响程度、产品结构及实际条件,后续可能采取使用指导、安装说明、补发配件、局部维修、更换部件、返厂处理、更换产品或其他合理方式。

具体处理方案及所需时间,将结合订单约定、责任情况和实际可执行条件确认,并通过双方使用的联系方式继续沟通。

What is neoprene?

Neoprene is a flexible, high-performance, and water-resistant synthetic materialknown for its durability and comfort. In StrideOn products, it acts like a lightweight, scuba-like fabric that’s built to move with you — whether you're commuting, traveling, or exploring the city.

Why does StrideOn use neoprene in its products?

We chose neoprene for its unique combination of strength, flexibility, and style. It’s water-resistant, easy to clean, and offers excellent shock absorption and cushioning, which helps protect your belongings and keeps you comfortable during long days on the go. Plus, its sleek, smooth texture gives StrideOn designs a sporty yet chic aesthetic.

Is neoprene waterproof?

Neoprene is water-resistant, meaning it can repel light moisture and spills, making it ideal for everyday use in unpredictable weather or urban environments. While it’s not fully submersible like a wetsuit, it performs exceptionally well against rain splashes, light rain, and accidental spills.

Is neoprene easy to clean?

Yes — one of the best things about neoprene is how low-maintenanceit is. Most dirt, dust, or light stains can be wiped away easily with a damp cloth and mild soap. Its smooth surface resists absorbing liquids, which helps it stay looking clean and fresh with minimal effort.

Does neoprene provide padding or protection for my belongings?

Absolutely. Neoprene has natural shock-absorbing and cushioning properties, which help protect your items inside StrideOn bags or cases. Whether it’s your laptop, tablet, or daily essentials, neoprene-lined compartments offer a soft yet secure fit that helps prevent bumps and scratches.

How does neoprene feel to the touch / against my skin?

Neoprene has a smooth, soft, and slightly luxe feelto it. It’s not rough or scratchy — instead, it offers a comfortable, flexible feel against your skin (in items like straps or inner linings) and gives StrideOn products a modern, athletic-meets-fashionable edge.

Do StrideOn shoes with neoprene or other materials provide arch support?

Yes, many StrideOn shoes, including those that may incorporate neoprene or other high-performance materials, are designed with ergonomic footbeds that offer excellent arch support. We understand the importance of proper foot alignment, especially for those who spend long hours on their feet or have specific comfort needs.

Our arch support featureshelp distribute weight evenly, reduce foot fatigue, and promote natural posture. Whether you're managing plantar fasciitis, standing all day, or simply looking for all-day comfort, our shoes are engineered to provide the stability and cushioning your arches need. For specific support levels, please refer to the product description or consult our customer service team to find the best match for your foot type.