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Free Worldwide Shipping

FAQ

Frequently asked Questions

PAYMENT:

What payment methods do you accept?

We accept all major credit cards, paypal.

Do you charge sales tax?

Not at all.

SHIPPING:

Where do you ship my orders from?

Orders will be shipped from Hong Kong with tracking number.

Do you ship internationally?

Yes, pretty much everywhere and we offer free worldwide shipping.

How long does it take to get my item?

The processing time is 3-5 business days but during peak shopping season, the processing time would be a bit prolonged.

We send all orders with tracking number via reliable air mail service.  It usually takes about 1-2 weeks to the North America, Europe, Australia and Asia.  And you can choose "flat shipping rate" that is expedited shipping for 3-5 business days delivery at checkout.  For more details, please check out our Delivery Information section.

PERSONALIZATION:

How do I make a personalized order?

It is simple.  There is a customization section in each listing and you can leave us the message there.  If you need to send us artwork or files, you can click the upload button in the listing.

RETURN & EXCHANGE:

Do you accept return and exchange?

All non customized items can be returned for refund or exchange within 30 days of receipt for any reasons.  Please fill out the product returns form under customer service column.  We will reply within 24 hours about the return details.  

All returned item must be in resalable condition in order to get the refund or exchange.  All items must be returned in their original packaging.  The customer is responsible for all costs for shipping the package to AliveCraft.  We recommend a tracking service and insurance in case the package is lost or damaged.  The refund will be made through your method of payment and the shipping cost of the order will be deducted from the refund even though the item is free of postage.

Understandably, customized items cannot be accepted for return unless there is a functional error.  

What do I should if I receive wrong item / defective item / damaged item?

Please fill out the product returns form under customer service column within 7 days of receipt.  Then we will arrange you to return the item and we will send you the replacement at our discretion or offer full refund through your method of payment. 

What about missing item?

If you don't receive your item after 40 days since the item has been sent to you, please fill out the product returns form under customer service column.  We will send you the replacement at our discretion or offer full refund through your method of payment.

WATCH WARRANTY:

All watches sold by AliveCraft are covered by a 1-year limited warranty against defects. All other parts and accessories are not covered by a warranty. The warranty term starts on the day the watch is delivered to the customer.

If at any time, your watch becomes defective, please contact us at info@alivecraft.com. You will be given instructions on how to ship the defective watch to us for inspection and replacement or repair.

The customer must pay for shipping of the defective watch and the replacement watch. We do not, in any case, cover the cost of shipping. Package that are shipped “Freight Collect Receiver” will be refused.

The warranty is void if the watch is:

  • not used for its intended purpose
  • modified
  • damaged due to improper handling,
  • damaged due to unauthorized repair
  • damaged due to improper use, abuse and carelessness
  • damaged due to any type of impact, exposure to fire, water or a natural disaster such as an earthquake

Excluded from the warranty:

  • Cosmetic damages from use (minor scratches, blemishes, discoloration…)
  • Damage or wear on the watch strap or buckle
  • Battery replacement

If no replacement is available, the customer may choose a product of the same value as their replacement.