FAQs

SUPPORT

Customer Service Email: contact@alaynation.com  

ORDER

How secure is my personal information?

Alay Nation adheres to the highest industry standards to protect your personal information when you checkout and purchase from our online store.

Your credit card information is encrypted during transmission using secure socket layer (SSL) technology, which is widely used on the internet for processing payments. Your credit card information is only used to complete the requested transaction and is not subsequently stored.

What forms of payment do you accept?

We accept PayPal, Apple Pay, Google Pay, Facebook Pay, Venmo, Shop Pay, Diners Club, Visa, Mastercard, Discover, American Express.

When will my order ship?

The shipping time that you selected at checkout begins once your package is in the hands of the shipping courier, not when the order is placed. Our fulfillment team will do their best to ensure that your package is sent out to you as quickly as possible.

I placed an order but never received a confirmation email.

Your email confirmation will be automatically sent to the email provided at checkout, within 24 hours of placing your order. We recommend checking your spam folder, as the email sometimes gets sent there instead. If you still have not received your confirmation email, feel free to contact our customer service team, and we will happily assist you further.

How do I change or cancel my order?

Once your order has been placed our team will be unable to make any changes to the order. If you would like to cancel your order, feel free to send us an email notifying us of your request. However, if our fulfillment team has already processed and fulfilled your order, we are not longer able to cancel the order.

SHIPPING

Do you ship internationally?

Yes! We ship internationally. Just be sure to check that the items you are ordering will clear customs in your country.

Do I have to pay customs and import charges?

Any customs or import duties are charged once the package reaches its destination country. These charges must be paid by the recipient of the package. Unfortunately, we have no control over these charges and cannot tell you what the costs would be as customs policies and import duties vary widely from country to country. In order to make sure there aren’t any surprise charges upon arrival to your country you can contact your local customs office for current charges before your order.

What shipping carriers do you use?

We choose USPS and DHL and other shipping carriers worldwide. We will select the best carrier for specific countries to make sure your package arrives in time.

How long does it take to process my order?

Once payment has been made, 99% of all orders leave our fulfillment center within 2-3 days.

DELIVERY

How can I track my package?

Once your order has been fulfilled, you will automatically receive an email with your tracking number. Once your package is in the hands of the shipping courier, your tracking number will begin to update and you can follow it along the way.

RETURNS

Can I return/exchange sale items?

All items purchased at a discount price are final sale. Thus, we cannot offer returns or exchanges for these items. This includes holiday sales, sitewide, or product specific flash sales, and items purchased using sale/discount codes.

Am I responsible for return shipping?

You will be responsible for paying postage on any returns. If you request an exchange, we will waive the standard shipping fee on your exchanged item. If you have a defective item or received the wrong product, we will send you a prepaid return shipping label upon approval. We will also waive the standard shipping fee on your replacement item. Please contact us if you have any additional questions.

Please click on refund policy for all other questions regarding returns/exchanges.