Frequently Asked Questions (FAQs)
We’ve compiled answers to the most common questions our customers ask about IISGIRL products, orders, shipping, returns, and more. If you don’t find what you’re looking for, feel free to contact our customer service team at
iisgirl@gmail.com or +86 13128960588.
1. Sizing & Fit
Q: How do I choose the right size for your products? A: We provide a detailed size chart on each product page, including measurements for bust, waist, hips, and inseam (for bottoms). We recommend comparing your body measurements to the size chart for the most accurate fit. If you’re between sizes, we suggest sizing up for a more comfortable fit, especially for leggings and yoga wear. For plus size items, our size chart is specifically tailored to curvy figures—reach out to us if you need personalized sizing advice!
Q: Do your products run true to size? A: Most of our products run true to U.S. standard sizing. However, some styles (such as compression leggings) may have a snugger fit by design, which is noted in the product description. We also include customer fit feedback on select product pages to help you decide.
2. Orders
Q: How can I check the status of my order? A: Once your order is processed and shipped, you’ll receive a shipping confirmation email with a tracking number and a link to the carrier’s website. You can also log into your IISGIRL account to view order status, tracking information, and past orders. If you haven’t received a tracking email within 4 business days of placing your order, please contact us with your order number.
Q: Can I change or cancel my order after it’s been placed? A: We process orders quickly (within 1-3 business days), so changes or cancellations are only possible if we haven’t started processing your order. Please contact us immediately at iisgirl@outlook.com with your order number if you need to modify or cancel—we’ll do our best to assist. Once an order is shipped, we can’t make changes, but you can initiate a return or exchange per our Return Policy.
Q: Why was my order rejected? A: Orders may be rejected due to insufficient stock, pricing errors, suspected fraud, or incomplete shipping information. We’ll send you an email explaining the reason for rejection and issue a full refund if payment was already processed. Please double-check your shipping and payment details before reordering.
3. Shipping
Q: What are your shipping options and costs? A: We offer free standard shipping with no minimum order amount or quantity to all addresses in the United States (including Alaska, Hawaii, and Puerto Rico) and all provinces/territories of Canada. Standard shipping takes 3-7 business days for U.S. orders and 5-10 business days for Canadian orders. Expedited shipping (1-3 business days for U.S. orders) is available at an additional cost, which is calculated at checkout.
Q: Do you ship internationally outside the U.S. and Canada? A: Currently, our free shipping policy applies only to the U.S. and Canada. For international orders, please contact us at iisgirl@outlook.com with your shipping address, and we’ll provide a customized shipping quote. International customers are responsible for customs duties, taxes, and fees imposed by their country.
Q: My package is marked as delivered but I haven’t received it—what should I do? A: First, check with your local post office, building management, or neighbors—carriers often leave packages in secure locations. If you still can’t locate your package, contact us within 7 business days of the estimated delivery date with your order number. We’ll work with the shipping carrier to investigate and resolve the issue, which may include sending a replacement or issuing a refund.
4. Returns & Exchanges
Q: What is your return policy? A: You can return eligible items within 30 calendar days of delivery for a full refund or exchange. Items must be unworn, unused, in their original condition with tags and packaging intact, and accompanied by the order confirmation. Final sale items and personalized items are not eligible for return. Return shipping costs are the responsibility of the customer unless the return is due to a defective item or our error.
Q: How do I initiate a return or exchange? A: To start a return or exchange, send an email to iisgirl@outlook.com with your order number, the item(s) you want to return, and the reason for return. Our team will respond within 24-48 business hours with an RMA (Return Merchandise Authorization) number and return instructions. Pack the items with the RMA number and order confirmation, then ship via a trackable method.
Q: How long will it take to receive my refund? A: Once we receive and inspect your returned items (3-5 business days after delivery to our warehouse), we’ll process your refund to the original payment method. Refund processing times vary by payment provider but typically take 5-7 business days to appear in your account.
5. Payment & Security
Q: What payment methods do you accept? A: We accept major credit cards (Visa, Mastercard, American Express, Discover), PayPal, and other secure payment methods at checkout. All payments are processed in U.S. dollars.
Q: Is my payment information secure? A: Yes! We use secure, third-party payment processors (compliant with PCI DSS standards) to handle all payments. We never store your credit card information on our servers—your data is encrypted and protected at all times.
6. Products
Q: What materials are your products made of? A: Our sportswear is crafted from premium, functional fabrics such as moisture-wicking polyester, stretchy spandex, and soft cotton blends. Each product page lists the exact material composition. Our fabrics are chosen for breathability, durability, and comfort—ideal for workouts, yoga, or daily wear.
Q: How should I care for my IISGIRL products? A: Care instructions are printed on the inside tag of each item and listed on the product page. Generally, we recommend machine washing in cold water with like colors, tumble drying on low heat, and avoiding bleach or fabric softeners to preserve the fabric’s stretch and moisture-wicking properties.