FAQ

FAQ- SHIPPING, RETURNS AND EXCHANGE POLICY

 

SHIPPING & DELIVERY:

·       We offer FREE shipping on all domestic orders over $79. Standard shipping fees for domestic orders is $7. International Shipping fees will be based on weight and distance, calculated by USPS or FedEx.

·       In most cases, orders that ship for free will ship within 1-7 business days after receiving payment of the order. It usually takes 2-3 business days to arrive at the shipping address, once shipped, depending on the delivery location.

·       We will ship priority shipping orders first.

·       Please check the expected ship date when purchasing items that are pre-order, in the product description section. Please note: some items may ship separate due to product availability. 

·       You will receive a shipping confirmation with a tracking number to the E-Mail or phone number provided once your order ships.

·       If by the customer's mistake, such as an insufficient address, customer's address cannot be accessed, the package cannot be delivered and is returned back to the sender, Alice’s Land reserves the right to charge the shipping fees before refunding the rest of the purchase price or attempting to redeliver.

International Shipping policy:

·       The shipping costs from our warehouse(s) in the U.S.to your selected international destination do not include Tax & Duty. 

·       Duties and taxes are determined based on the type of product being shipped, its value, country of manufacture, and ultimate country of destination.

DID NOT RECEIVE PACKAGE:

If the tracking information shows "Delivered" but you did not receive your package, please take the following steps in locating your package:

·       Verify your shipping address.

·       Look for a notice of attempted delivery.

·       Look around the delivery location for your package.

·       See if someone else accepted the package on your behalf.

·       If the package shows "Delivered to Front Door/Mailbox" of the shipping address, the customer may be responsible to locate the package. Please contact the shipping carrier for further assistance in locating your package.

·       If the package is not deliverable because the customer provided an incomplete or wrong address, (Ex: Missing Apt #) PROD will only refund the purchase price when the package is returned by the carrier, deducting a 10% restocking fee from the refund amount. Or the customer can choose to have the package redelivered with a corrected and complete address, a 10% reprocessing fee may be applied.

CANCELLATION POLICY:

You may cancel or modify your order within 1 hour of placing it, via E-Mail or phone call. Unfortunately, you may not cancel or modify any orders after 1 hour of placing it. Please refer to the return policy if you've missed the 1-hour window.

Orders placed with priority shipping may not be eligible for cancellations or modifications due to priority fulfillment.

RETURN POLICY:

·       Returns will be accepted within 7 days of receipt of the delivery.

·       Please contact us via customerservice@alicesland.com  to let us know to expect your return (include your name and order number).

·       Returned items must be unused, in the condition you received them, and in original packaging, including the protective plastic cover, garment bags, and all tags still attached. Returns that do not meet our return policy requirements will not be eligible for resale, will not be accepted and will be returned to the customer.

·       Please make sure to enclose the packing slip or the order confirmation in the package. 

·       You will be responsible for the cost of returns. All Returns are subject to a 10% restocking fee. Your refund will be processed immediately upon receiving your return. Please allow 3-5 business days to see it reflected on your account. 

·       Made-to-Order, back order items and items marked, "Special Offer" are NOT eligible for returns.

·       ALL Clearance items are final sale! We do NOT accept returns or exchanges. Any clearance items that are sent back to us will NOT be refunded and will be disposed of.

·       Any gift or "FREE" items, if after the intended return, are no longer eligible for such promotion, must be returned together.

·       We will only accept returns of purchases made on PROD.net. We cannot facilitate return requests for purchases made on other platforms at this time.

Please mail all returns to:

19069 Van Buren Blvd. 

Suite 114-314

Riverside, CA 92508

OUR RIGHTS: 

We reserve the right to refuse a refund in cases where we deem damage to a product to be due to regular wear and tear, misuse, failure to use in accordance with manufacturer’s instructions or failure to take reasonable care. If after inspection, certain items are found to be damaged by the customers, that Alice’s Land can no longer refund such items, Alice’s Land will either dispose of that item on the customer's behalf or can mail the item back to the customer. Customers will be subjected to charges to re-send items back.

EXCHANGE POLICY:

Alice’s Land does NOT accept exchanges. The customer should follow the return policy (as stated above) for any unwanted products or "Exchanges" and will need to place another order for the desired exchange. We will price match any offers applied to your previous order.

DAMAGED/FAULTY GOODS:

If there was a mistake on behalf of Alice’s Land, or in the case, an item was faulty or damaged when received, please contact our customer service department at customerservice@alicesland.com.

WRONG ITEMS/MISSING ITEMS:

Please note that we offer partial shipping. Some items may ship separate due to product availability. If you still have questions, please send us an E-Mail to customerservice@alicesland.com including the following information if you received wrong items or missing items:

Order number, item name, and size for the item received and the item you were supposed to receive.

Please all 2-3 business days for response.

CUSTOMER SERVICE

Please contact us at customerservice@alicesland.com for any questions or concerns you might have. We will get back to you within 2-3 business days. Our service hours are from 09:00 A.M. to 5:00 P.M. PST, Mon. - Fri., excluding holidays & observances.

WASH INSTRUCTIONS:

·       Machine Wash Cold

·       Inside Out With Like Colors

·       Do Not Dry Clean

·       Do Not Bleach

·       Tumble Dry Low

·       Do Not Iron On Print