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Contact Us

1. Contact Methods

We are available to support every customer and ensure a clear, smooth and transparent shopping experience through the website.

Customers may contact our store for any enquiries related to orders or services using the following channels:

Email: support@uouoao.com
Address: A101, PARK HEIM, 3-17-13 HIGASHIYAMATA, TSUZUKI-KU, YOKOHAMA-SHI, KANAGAWA 224-0024, JAPAN

Email contact is recommended for faster and more easily traceable handling of requests.

2. Service Hours

Customer support is available from Monday to Friday, 8:50 AM to 3:50 PM, excluding public holidays in Australia.

During these hours, our team is available to provide assistance regarding orders, deliveries, returns and after-sales support.

3. Types of Enquiries Handled

Support is available for:

Information about products available on the website
Assistance with ongoing or completed orders
Resolution of delivery-related issues
Requests for returns, exchanges or refunds
Feedback, suggestions or reports regarding the shopping experience

4. Response Time and Commitment

We are committed to responding to all enquiries as promptly as possible, with clarity, professionalism and a solution-focused approach.

Each message is carefully reviewed to provide a complete and appropriate response.

Our goal is to deliver a reliable, transparent and attentive service at every stage.

5. Operational Information

Service Area: Australia

Support Priority: Requests related to active orders or ongoing deliveries will be prioritised.

Effective communication is a key part of the shopping experience.
Each enquiry is treated as an opportunity to improve our services and better meet customer needs.

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.

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For any questions, feel free to reach out to us at: 📩support@uouoao.com
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