Frequently Asked Questions
Q: How long does delivery take?
A: Delivery usually takes 6 to 10 business days with standard shipping, or 4 to 5 business days with express shipping. This includes both processing and shipping time. Delays may occur due to weather, carriers, or peak seasons.
Q: How much does shipping cost?
A: Standard shipping costs $4.99, while express shipping costs $8.99.
Q: What is your daily order cut-off time?
A: The daily cut-off time is 3:00 PM PST. Orders placed after this time will be processed the next business day.
Q: Where do you ship?
A: We currently ship within the United States only.
Q: Do you offer international shipping?
A: No, international shipping is not available at this time.
Q: Can you deliver to PO Boxes or military addresses?
A: No, we do not ship to PO Boxes, APO, FPO, DPO addresses, rural areas, or U.S. islands.
Q: Which shipping carrier do you use?
A: We use trusted carriers such as USPS, UPS, DHL, and FedEx, depending on the destination and shipping availability for each order.
Q: What should I do if my order is delayed?
A: If your tracking has not been updated or your order is delayed for more than 15 days, please contact us for support.
Q: What happens if I enter the wrong shipping address?
A: Please ensure your address is correct at checkout. If a package is returned due to an incorrect address or unavailable recipient, a reshipping fee will apply. If no contact is made within 7 days, a refund may be refused.
Q: Can I return my order?
A: Yes, returns are accepted within 30 days from the delivery date.
Q: Can I exchange an item?
A: Yes, exchanges are allowed once per order.
Q: What condition must items be in for return?
A: Items must be unworn, unwashed, with original tags attached, in original packaging, and include proof of purchase.
Q: What items cannot be returned?
A: We do not accept returns for used, worn, washed items, items damaged by the customer, or returns made after 30 days.
Q: How do I start a return or exchange?
A: Contact us with proof of purchase and photos or videos if needed. Wait for approval before sending items back. We usually respond within 48 hours.
Q: Do I have to pay for return shipping?
A: Yes, return shipping costs are the responsibility of the customer unless the item is defective or we made an error.
Q: How long does it take to receive a refund?
A: Refunds are processed within 3 to 5 business days after we receive and inspect the returned item.
Q: When can I get a refund?
A: Refunds are available for cancelled orders, approved returns, damaged or incorrect items, and orders confirmed as lost or significantly delayed.
Q: When will a refund be refused?
A: Refunds may be refused if items do not meet return conditions, if returns are sent without approval, or if delivery issues are caused by incorrect address details.
Q: What should I do if my refund is missing?
A: Please check your PayPal or bank account first. If it has been more than 10 business days since confirmation, contact us for assistance.
Q: What payment methods do you accept?
A: We accept secure payments through PayPal, Shop Pay, and Google Pay. Major credit and debit cards supported by these payment providers, such as Visa, Mastercard, American Express (Amex), and Discover, may also be used during checkout depending on the selected payment method.
Q: Is my payment secure?
A: Yes. Payments are processed through trusted providers such as PayPal, Shop Pay, and Google Pay, and our website uses SSL encryption to help protect your payment information during checkout.
Q: Why was my payment declined?
A: This may happen due to incorrect billing information, card issues, or connection problems during checkout.
Q: What should I do if my item is damaged or missing?
A: Please contact us as soon as possible with your order number and clear photos or videos. We will offer a replacement or a full refund.
Q: How can I contact you?
A: You can contact us through email: support@alythe.com