Everything you need to know about your order

Order preparation and delivery

Every order is prepared before shipment. Once your order has been prepared and shipped, delivery usually takes between 4 and 8 business days.

Delivery estimates may occasionally be affected by carrier delays, severe weather, high-demand periods or other circumstances outside our direct control.

Free shipping across the United States

Standard shipping is completely free for all eligible orders delivered within the United States.

You will see the complete amount of your purchase before completing checkout.

Order tracking

Once your order has been shipped, you will receive a shipping confirmation with a tracking code.

You can use this code to monitor your package and follow its progress until delivery.

Shipping address

Please make sure that your shipping address is complete and accurate before placing your order.

If you notice an error, contact us immediately at aliviongo@gmail.com or WhatsApp at +34 604 930 087 .

If the package has not yet been shipped, we will try to update the address. Once an order is already in transit, changes may not always be possible.

We will still do everything reasonably possible to help, including contacting the shipping carrier and attempting to resolve the delivery problem.

Order changes and cancellations

Contact us as soon as possible by email at aliviongo@gmail.com or through WhatsApp at +34 604 930 087 if you need to modify or cancel your order.

We cannot guarantee modifications or cancellations after the order has been prepared or shipped.

Packages marked as delivered

If the tracking information shows that your package was delivered but you cannot locate it, please first check with household members, neighbors and the shipping carrier.

You can then contact us by email at aliviongo@gmail.com or through WhatsApp at +34 604 930 087 so we can review the situation and help you communicate with the carrier.

Lost packages

If your order is lost during transit, we will contact the shipping carrier and do everything reasonably possible to locate and deliver your package.

If the carrier confirms that the package cannot be recovered, we will send you a replacement at no additional cost.

Damaged or defective products

Please inspect your order after delivery. Contact us as soon as possible if the product arrives damaged, defective or unsuitable for use because of a manufacturing or shipping issue.

To verify the problem, we may ask you to provide clear photos or videos showing the product, packaging and damage or defect.

Incorrect items

Contact us if you receive a product that is different from the one you ordered.

Once the issue has been verified, we will arrange the appropriate replacement or solution without charging you additional costs.

Return period

You have 90 days from the date your order is delivered to request a return.

The 90-day period begins when the carrier marks your order as delivered, not when the order is placed.

How to request a return

Before sending anything back, contact us at aliviongo@gmail.com or WhatsApp at +34 604 930 087 .

Please include your order information and the reason for the return. We will review your request and provide the necessary return instructions.

Products returned without contacting us first may not be accepted.

Return conditions

Returned products must be clean and must not have damage caused by misuse, negligence or improper handling.

The product should include all original accessories and components. Whenever reasonably possible, it should also be returned in its original packaging.

Personal-choice returns

You may request a return if you change your mind, no longer need the product or decide that you do not want to keep it for a personal reason.

In these cases, the customer is responsible for the approved return shipping costs.

Returns caused by a product or shipping issue

If the return is required because the product arrived damaged, defective, incorrect or because of a verified shipping-carrier issue, AlivionGo will cover the approved return or replacement costs.

Photos or videos may be required before the return or replacement is approved.

Exchanges

Exchange options will depend on the specific situation and product availability.

Contact us before returning your order so we can determine the fastest and most appropriate solution.

Return inspection

Once your returned order reaches us, we will inspect the product and confirm whether the refund has been approved.

We will contact you if we need any additional information regarding the return.

Refund processing

Once the return has been received, inspected and approved, we will process your refund to the original payment method.

AlivionGo processes the approved refund as soon as possible after receiving the returned item.

Bank processing times

After we issue the refund, the time required for the money to appear in your account will depend on your bank, card issuer or payment provider.

These external processing times are controlled by your financial institution and may vary.