FREQUENTLY ASKED QUESTIONS

General

1How do I place an order?

During our product launch, we would advise you to place an order on Indiegogo.com to get Alienline products at a promotional price.  Alienline products will be available in our webshop on www.alienline.com starting in October.

2Can I place an order over the phone?

As for now, we accept orders placed online 24 hours-a-day, seven days a week.

3Can I place an order if I have APO, FPO or PO Box address?

If you would like to ship to an APO/FPO address, please contact us before you place an order by sending an email to info@alienline.com.
Please note that we do not deliver to PO Box addresses.

4How do I pay for my order?

We accept Visa, MasterCard, Discover, American Express and Paypal payments.

5How do I know my order was successfully submitted?

We will send you an email within 24 hours with your order confirmation and shipping details.

6How do I get a copy of my invoice?

You will receive one copy with the order confirmation email and one with the delivered product.

7Can I place a tax-exempt order?

Unfortunately, tax-exempt orders cannot be placed through Alinenline.com. For further information, please contact us by sending an email to info@alienline.com

8How quickly will my order be processed?

Orders placed on Alienline.com will be processed within two business days.

9How do I check my order status?

Once your order ships, you will receive a shipping notification that includes the tracking information. You can track your shipment through the carrier using the tracking number.

10How do I cancel an order?

To cancel your order, please contact us by sending an email to info@alinline.com with your order details.

11Can I make changes after I submit my order?

To change your order, please contact us by sending an email to info@alienline.com

12What is covered in the shipping fee?

Shipping charges include handling, processing your order, packaging and delivering your product. Please note that your order may be subject to import duties and taxes, which are levied once a shipment reaches your country. Customs policies vary widely from country to country. Please contact your local customs office for further information.

13How long does delivery take?

Delivery time depends on the availability of the product, the shipping destination and the shipping method you choose when you place an order.


Availability

1Are Alienline products available at any stores?

Alienline products will be soon available in stores, but as for now you can place an order on Indiegogo.com at a promotional price.


Shipping

1What are my shipping options?

Our company ships internationally with different courier delivery services companies.
Our shipping and handling charges will appear when you place an order.

2What happens if I am not available to sign for my order?

Once your order has been handed over to the carrier for delivery, you will receive a shipment notification email with an estimated delivery date. The carrier will make three attempts to deliver your package. If you are not available on any of those dates, you can also ask for a service called the ‘access point’. The carrier will deliver your package to one of these points and you can pick it up at a more convenient time.

3What should I do if my shipment is lost?

Please contact us immediately by sending us an email to info@alienline.com to report the loss of your shipment.  

4What should I do if my shipment arrives damaged?

If you receive a package that was damaged during shipment, please report it to the carrier on the spot.
If you receive a package with damages to the product, please report it to us in the next 14 days from the date you received it by sending us an email to info@alienline.com. Please make sure to keep the package and take photos of the damages.

5What should I do if my shipment is missing an item?

Please contact us by sending us an email to info@alienline.com to report a missing item. We apologize for any inconvenience, we will send you the missing item as soon as possible.

6Do you ship internationally?

Yes, we ship internationally.

7Where can I find shipping delivery status on my order?

You can track your shipment through the carrier using the tracking number. You can also find out the status of your shipment by setting up email or SMS tracking.


Product returns

1How do I return or exchange a product?

To return or exchange a product, please contact us by sending an email to info@alienline.com

2How much time will it take to receive my refund?

As soon as your package reaches us, we’ll send you an email and complete your refund. Depending on your card issuer, it can then take up to 5-10 days for the refund to show on your account.

3What should I do if I receive a defective product?

If you are having problems with your new Alienline product, please contact us immediately by sending us an email to info@alienline.com to report a defective product.

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