Due to COVID-19, we are experiencing processing and delivery delays. We are committed to serving our customers while taking action to keep our people and our communities safe. We will continue to review and quickly adapt our approach with health and safety as our primary goal. Please refer to our Shipping policy for more information.
OUR GEAR GUARANTEE
- All our branded items are 100% authentic guaranteed or your money back. We stand behind the integrity of our business and believe in providing a safe buying environment for all our customers.
- All items are in brand new condition.
- How long can I expect my gear to last?
- Customers come to Aliens Gear for quality and value, but even quality items have a practical lifespan. They will eventually wear out and can be damaged by accident, neglect or misuse, so those things aren’t covered, but if we can, we’ll fix them for a reasonable fee.
- We view the spirit of this guarantee in the same way we view the spirit of our brand as a whole: Provide durable gear, give honest advice and deal fairly with one another.
SHIPPING AND ORDERS
- When will my order ship and when will it arrive?
- Please refer to our shipping policy for detailed info.
- Will my orders ship together?
- If ordering multiple items, you may receive more than one package and/or receive one package before another. This is due to our various supply chains.
- Where are the items I purchased?
- For non-received items, a full refund, exchange, or store credit will be provided at the buyer’s discretion.
- Pleas alert us if your item has not been received within 25 business days (never happened before), and we will begin the refund/exchange process.
- Please refer to our shipping and returns policies for more details.
- What if I have special delivery requirements?
- We’re happy you with your special delivery requirements. Please contact us and we will do everything we can to accommodate your delivery needs.
- Can I change my order once it has been submitted?
- Our goal is to ship your order as quickly as possible. So, once you hit submit, most orders cannot be changed. However, Aliens Gear customer support may be able to help. Please do not hesitate to contact us.
- How can I track my package?
- Once your package is shipped, you’ll be emailed a tracking number.
- Please allow 3 – 5 days for your tracking to show in the courier’s tracking system.
- Due to COVID-19 challenges, processing times and tracking updates might take longer.
- For convenience, you can track all your orders via our Track order page.
- If you have questions about tracking a particular order, please contact us.
- Please do not send more than one message, as this back-logs customer support response time. Rest assured that we will let you know when your order(s) is shipped.
RETURNS AND EXCHANGES
- What is your Return policy?
Instead of returning items, you can contact us for a full refund. Why? Returns run counter to our emphasis on sustainability; every return has a carbon footprint. So just tell us what went wrong, send along a picture, and we’ll give you your money back in full. Then if possible, you can donate your product to a local charity or recycle it.
- Initiate any return/exchange request via our returns center.
- Please refer to our returns page for detailed info.
- I purchased an item that was on sale. Can I get a refund? How about Gift cards?
- Any merchandise purchased at a discount or on sale cannot be returned.
- Gift cards are non-refundable and cannot be replaced if lost or stolen.
- How long does it take to process my return/exchange and refund?
- Please note that you must notify us of any issues with the product within 7 days of receipt to be eligible for a return or exchange.
- Original shipping charges (if any) are non-refundable.
- All refunds are subject to a $5.99 processing and handling fee, which will be deducted from your refund amount.
- Where does Aliens Gear operate?
- Our team operates within the United States and Canada. Our products are globally and domestically sourced, inspected and manufactured according to the highest quality and ethical standards.
- Where are Aliens Gear products made or sourced?
- We’re committed to working with the most talented people we can find around the world, no matter where they’re from. Currently, makers in China and India offer the best balance of quality workmanship and value we’ve been able to source, so this is where most of our products come to life.
- We realize there can be concerns when manufacturing in these regions. However, we work closely with each supplier to ensure staff are treated well and that environmental and social responsibilities are taken seriously.
- If you have any additional questions, please contact us and a representative will be glad to assist you.