GRIT F.A.Q

Help Center

How Can We Help?

Whether you are choosing the right size, checking your order, tracking a package, or starting a return, our team is here to make things easier.

We have put together the most common questions below so you can find answers quickly. If you still need help, feel free to reach out through our online support channels.

Pre-Sale Support

Not sure which size, color, or style is right for you?

We can help with product details, fabric information, fit suggestions, sizing questions, and general shopping advice.

If you are shopping for workout wear, daily activewear, team outfits, or bulk orders, our support team can help you compare options and choose items that fit your needs.

For the best recommendation, please tell us your preferred style, size, and how you plan to wear the item.

Order & Shipping Support

Once your payment is confirmed, in-stock orders are usually prepared and shipped within 48 hours, excluding weekends and public holidays.

You can check your order status through your account at any time.

If your tracking has not updated, your package is delayed, or your order has not arrived within the estimated delivery time, please contact us. We will help check the shipment and follow up with the carrier when needed.

After-Sales Support

Your shopping experience matters to us.

If you receive a damaged, defective, incorrect, or faulty item, please contact us as soon as possible and include photos or videos of the item and packaging.

After checking the issue, we may offer a replacement, refund, return solution, or another suitable option.

For regular returns or exchanges, please make sure the item is unused, unworn, unwashed, and in its original condition.

You can reach us through the following support channels:

Live Chat

Click the “Chat Now” button at the bottom right corner of the website.

Service Hours: GMT+8 9:00 AM – 6:00 PM

Online Inquiry

Use the online inquiry entrance at the bottom right corner of the website and leave your order number with your message.

Social Media

You can also message us through our Facebook or Instagram page.

We usually reply within 12 hours during normal service time.

FAQs

Last Updated: February 4, 2026

Shopping & Account

How do I create an account?

Click the “Register” button at the top right corner of the website.

Enter your name, email address, phone number, and password to create your account. After registration, you may receive a verification email. Please follow the instructions in the email to activate your account.

Creating an account makes it easier to check orders, save shipping details, and track your shopping history.

What should I do if I forget my password?

Click “Forgot Password” on the login page and enter the email address used for registration.

We will send a password reset link to your email. Follow the link to set a new password.

If you do not see the email, please check your spam or junk folder first. If you still cannot find it, contact customer service for help.

How do I update my account information?

After logging in, go to “My Account” and open your profile or account settings.

You can update information such as your name, phone number, and shipping address.

Some details, such as your registered email address, may require verification before the change is completed.

What payment methods do you accept?

We support common secure payment methods shown at checkout, including PayPal and major credit cards such as Visa, Mastercard, and American Express.

All payment information is processed through encrypted payment channels.

If your payment fails, please check whether your card details, billing address, and payment limit are correct. You may also contact your bank or payment provider for more information.

Orders

How do I check my order status?

There you can view your order status, order number, product details, payment information, and shipping updates.

Common order statuses may include:

Pending Payment

Pending Review

Processing

Shipped

In Transit

Completed

Cancelled

Can I change or cancel my order?

If your order is still unpaid, you can usually cancel it directly in “My Orders.” In some cases, you may also be able to adjust product options, quantity, or shipping details before payment.

If your order has been paid but has not shipped yet, please contact customer service within 24 hours. We will try to help update or cancel the order before it enters the shipping process.

Once the order has shipped, we usually cannot change the item, size, color, quantity, or delivery address.

If you no longer want the item after shipment, please contact us after receiving the package and follow the return instructions.

What does “Pending Review” mean?

After payment is completed, some orders may enter a short review stage.

This usually means we are checking order details, payment status, stock availability, or shipping information.

The review normally takes 1–2 working days.

If there is an issue such as out-of-stock items, incomplete address details, or payment verification problems, our customer service team will contact you with the next steps.

Shipping & Delivery

How do I track my package?

Once your order is shipped, a tracking number will be added to your order details.

You can track your package in the following ways:

Click the tracking link in your shipping confirmation email

Use 17track and enter your tracking number

Use the DHL website if your package is shipped with DHL

Please note that tracking information may take a little time to update after the package is handed to the carrier.

Why is my delivery taking longer than expected?

Delivery may be delayed due to several reasons, including:

Customs inspection

Holiday shipping volume

Weather conditions

Carrier delays

Remote delivery areas

Incorrect or incomplete shipping address

Temporary stock or order review issues

If your order has not updated for a long time or has passed the estimated delivery window, contact customer service with your order number. We will help check the status.

My package says “Delivered,” but I did not receive it. What should I do?

Please check the following first:

Whether someone at your address signed for it

Whether it was left at the front desk, mailbox area, parcel locker, or reception

Whether a family member, roommate, neighbor, or building staff received it

Whether the shipping address on your order is correct

If you still cannot find the package, contact us within 24 hours and provide your order number, tracking number, and any delivery screenshots.

We will help contact the carrier and check the package status.

Returns & Refunds

Which items can be returned?

You may request a return if the item meets the return requirements shown in our Return Policy.

In general, items must be unused, unworn, unwashed, undamaged, and returned with original packaging, tags, and accessories.

If the item has a quality problem, manufacturing defect, material issue, or functional fault, please contact us within the required return period and provide clear proof.

Returns for personal reasons, such as wrong size selection, change of mind, or ordering the wrong item, may be accepted only if the product is still in resale condition.

Customized items, personal-use items, opened special items, or final sale products may not be eligible for return unless they arrive defective or incorrect.

How do I request a return or refund?

Please contact customer service before sending any item back.

When submitting a request, please include:

Order number

Reason for return

Photos or videos of the product, if there is a problem

Photos of the packaging, if the package arrived damaged

A short description of what happened

You can submit your request through live chat or the online inquiry entrance on the website.

Our team will review the request and reply with the next steps. If approved, we will provide the return address and return instructions.

How long does it take to receive a refund?

Refunds are returned to the original payment method after the return is received and inspected.

Estimated refund time:

PayPal: usually 3–7 working days

Credit card: usually 7–15 working days, depending on your bank

If your refund has been approved but has not appeared after the expected time, please contact us with your order number and refund details. We will help check the status.

Privacy & Security

How do you protect my personal information?

We take privacy and security seriously.

We use measures such as HTTPS encrypted transmission, secure data handling, access control, and internal management procedures to help protect your information.

We may work with trusted partners such as payment providers and shipping carriers, but they are only allowed to use the necessary information for payment, delivery, tracking, or customer service.

For more details, please review our Privacy Policy.

Why does the website use cookies?

Cookies help the website work properly and improve your shopping experience.

They may be used to:

Keep you logged in

Save items in your cart

Remember basic preferences

Improve page performance

Understand website traffic

Support better product recommendations and promotions

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