FAQ
A. Shipping & Delivery
1. Where is my order?
Generally, we will email you the tracking info after the order is shipped out. Also, you can track it via " My orders". If there are no updates on page tracking after your order is shipped out, your order was sent from our overseas warehouses, and you'll be able to see more tracking updates once it arrives in your location.
2. Why was my package returned?
There are multiple possible reasons:
- Wrong or incomplete address
- Invalid phone number
- Unable to deliver. Please go to "Track " under "My orders" to find the tracking number first and contact the shipping company for more information. If you have any questions, feel free to contact customer service.
Note: Please provide your correct delivery address when contacting us for a reshipment.
3. My tracking information says that my products have been delivered but I have not received my products yet. What should I do?
Don't worry, if you haven't received the package yet, please try the following ways to find the package before contacting customer service:
1. Confirm that your delivery address is correct, go to the "My orders" page on the official website, and confirm the delivery details of your order.
2. If the correct address is confirmed, most packages are usually found accidentally misplaced. Check your mailbox or drop-off location to see if the courier left your package near your home, in the mailbox, in front of the garage or on the lawn.
3. Check to see if someone else has taken your delivery. Ask your family members, neighbors, doorman or other household members if they have accepted your package.
4. Sometimes the courier tries to contact you for package delivery but fails to deliver. Please check your phone message or email to see if the carrier notified you of a failed delivery attempt or negotiated a second delivery time with you.
5. Wait 48 hours. In rare cases, a package may show as delivered up to 48 hours before it actually arrives. If a delivery attempt fails, or you still cannot get your package back, the fastest thing to do is to contact the carrier directly.
If you have tried the steps above and are still unable to locate your package, please contact our customer service team for assistance.
4. How long will the order take to arrive?
Normally it will take 1-3 days to prepare the items. Based on our international shipment methods, it will take some days to be delivered at the final destination. For more details, you may refer to our 'Shipping info' or check the estimated delivery time on the product details page. For existing orders, you can check the tracking details via your account or by contacting the shipping company.
5. Can I set my delivery for a specific time and date?
Currently, we do not support delivery on a specified date. For more details, you may refer to our 'Shipping info' or check the estimated delivery time on the shipping details page. Thank you for your understanding.
B. Return & Refund
1. How can I return items?
"We are sorry that the product did not meet your expectations 100%. If you wish to apply for a return, please follow the instructions below:
- Please locate your order in the order list in your Personal Center.
- After finding the order you want to return, click [Request Return]. If your order has not been confirmed as delivered, please first click the [Confirm Delivery] button.
- Fill out and submit the return application. If there is a quality issue with the item, please make sure to upload photos showing the quality problem.
- IMPORTANT –After submitting your application, you can find the return address and supported couriers on the ""Return Details"" page. To ensure a smooth and speedy refund process, please return your item using one of the couriers listed on the ""Return Details"" page. Using these designated carriers allows us to process your refund more promptly. Please make sure to submit the logistics information (tracking number, carrier, and shipping label image) on that page.
- Our warehouse will automatically process your refund within 3 working days after your return parcel is received. The actual time it takes for the refund to reach your account depends on the respective payment platform.
Thank you for your patience and understanding. If you have any questions, please feel free to contact us at any time!
2. What if I received an item not as described?
We sincerely apologize for the inconvenience! If you receive an item not as described, please take some photos of the item you actually received, the product packaging showing SKC/SKU, and the parcel shipping label, then you can contact customer service for further help.
3. Why was my refund amount incorrect?
We will offer a full refund on all items you returned, excluding return shipping fee and unreturnable items. Coupon codes will not be refunded as monetary value.
4. The package has been delivered, but I did not receive one of the items.
We sincerely apologize for the inconvenience! If you did not receive one of the items., please take some complete and clear photos of the outer package shipping label you actually received., then you can contact customer service for further help.
5. What is your return policy?
You have 30 days to decide if an item is right for you, if you would like to return the item please contact us within 30 days of delivery. The following items cannot be returned: bodysuits, lingerie, underwear, swimwear, jewelry, accessories, clearance items and any other final sale items. For more details, Please refer to return policy page.
6. Can I cancel my order?
For unpaid orders, you can cancel the order in the order details section. For paid orders, cancellation is currently not supported. If you need any assistance, please contact customer service.
C. Payment & Promotions
1. How do I place an order on AIIRZ's website?
- Log in to your AIIRZ account.
- Add product(s) into your Shopping Cart.
- Check out when item selection is completed.
- Complete shipping and billing information.
- Fill in payment information and then click the PLACE ORDER button to complete the purchase.
2. What payment options does AIIRZ currently offer?
AIIRZ currently supports PayPal and credit/debit card transactions.
3. What can I do if my payment method has failed?
We recommend that you try again later or use another payment method.