Everything you need to know about your order
We want your experience with AlivionGo to be simple, transparent and hassle-free from the moment you place your order.
01
DELIVERY POLICY
How delivery works
Order processing and delivery
All orders go through a processing stage before dispatch. Once your order has been prepared and dispatched, delivery usually takes around a few working days, depending on your country.
Occasionally there may be small delays caused by the courier, busy periods, weather conditions or other circumstances beyond our control.
Free delivery to Singapore
Standard delivery is completely free on eligible orders delivered anywhere in Singapore.
You can always see the total amount of your order before you complete payment.
Order tracking
Once your order has been dispatched, you'll receive a dispatch confirmation with a tracking code.
You can use it to check the status of your parcel and follow it all the way to delivery.
Delivery address
Before completing your order, please check that your delivery address and postcode are complete and correct.
If you spot a mistake, contact us as soon as possible at aliviongo@gmail.com or on WhatsApp.
If the order hasn't been dispatched yet, we'll try to update the address. Once the parcel is in transit, it may not always be possible to make changes.
Even so, we'll do everything we reasonably can to help and try to resolve any issue with the courier.
Changes and cancellations
If you need to change or cancel your order, contact us as soon as possible at aliviongo@gmail.com or via WhatsApp.
We can't guarantee changes or cancellations once the order has been prepared or dispatched.
Orders marked as delivered
If tracking shows your order as delivered but you can't find it, please check first with people in your household, your neighbours or the courier.
You can then contact us at aliviongo@gmail.com or via WhatsApp so we can look into it with you.
02
ORDER PROTECTION
Lost, damaged or incorrect orders
Lost parcels
If your order is lost in transit, we'll contact the courier and try to locate it.
If it's confirmed that the parcel can't be recovered, we'll send a replacement at no extra cost.
Damaged or faulty items
Please check your order when it arrives. If the item arrives damaged, has a fault or can't be used properly due to a manufacturing or transit issue, get in touch with us.
To verify the issue, we may ask for photos or videos of the item, the packaging and the fault or damage.
Incorrect item
Contact us if you receive a different item from the one you ordered.
Once the issue has been verified, we'll arrange a replacement or the appropriate solution at no extra cost.
ALIVIONGO PROTECTION
When the problem is our responsibility
If the problem is down to AlivionGo, a product fault or a verified issue in transit, we'll cover the approved return or replacement costs.
Depending on the situation, we may also offer you a discount on a future purchase to make up for the inconvenience.
03
RETURNS POLICY
90 days from delivery
Returns period
You have 90 days from the delivery date to request a return.
The period starts when the courier marks the order as delivered, not when you place the order.
How to request a return
Before sending anything back, contact us at aliviongo@gmail.com or via WhatsApp.
Give us your order details and the reason for the return. We'll review your request and send you the instructions you need.
Returns sent without contacting us first may not be accepted.
Return conditions
The item must be returned clean and free from damage caused by misuse, negligence or improper handling.
It must also include its original accessories and components. Wherever reasonably possible, we recommend keeping and using the original packaging.
Change-of-mind returns
You can request a return if you change your mind, no longer need the item or simply decide not to keep it.
In these cases, the customer covers the approved return postage costs.
Returns due to the product or transit
If the return is needed because the item arrived damaged, faulty or incorrect, or because of a verified transit issue, AlivionGo will cover the approved return or replacement costs.
We may ask for photos or videos before approving the return or replacement.
Exchanges
Exchange options depend on the specific situation and product availability.
Contact us before sending the item back so we can offer you the quickest and most suitable solution.
04
REFUND POLICY
How we process your refund
Return inspection
Once we receive the returned item, we'll check its condition and confirm whether the refund has been approved.
We'll get in touch if we need any further information.
Refund processing
Once the return has been received, checked and approved, we'll process the refund to your original payment method.
AlivionGo will process the approved refund as soon as possible after receiving and checking the returned item.
Bank processing times
After we issue the refund, the time it takes for the money to appear in your account depends on your bank, card or payment provider.
These times are handled by the relevant financial institution and may vary.
05
TRANSPARENT PRICING
No unexpected charges after you buy
The checkout amount is your order total
The amount shown and paid at checkout includes the product price, free standard delivery and any applicable taxes or charges covered by AlivionGo.
AlivionGo won't ask you for any further payments for standard delivery or any unexpected charges relating to your order.
The amount charged by AlivionGo will be the total confirmed at checkout before you complete your purchase.
NEED HELP?
Contact the AlivionGo team
If you have any questions about delivery, tracking, returns, damaged items or refunds, you can message us by email or WhatsApp.