Customer Service Policy

Customer Service Policy

At Alaninusale, we are committed to providing exceptional customer service to support your wellness journey. This Customer Service Policy outlines how we assist you with orders, questions, returns, and other inquiries, ensuring a seamless and transparent experience. We strive to resolve all matters promptly and fairly, aligning with our core values of accessibility and trust.
Effective Date: January 22, 2026

1. Contact Channels & Response Times

Our primary customer service channel is email, and we aim to address all inquiries in a timely manner to keep you informed every step of the way.
  • Email Support: Reach us at [email protected] for all questions, concerns, or requests (including order updates, returns, refunds, and product inquiries).
  • Response Timeline: We typically respond to all emails within 24-48 business hours (excluding weekends and U.S. public holidays). For urgent matters (e.g., order errors reported within 12 hours of placement), we prioritize resolution and aim to respond within 12 business hours.
To help us assist you efficiently, please include your order number (if applicable), full name, and a clear description of your inquiry in your email.

2. Order Support

We provide comprehensive support for all stages of your order, from placement to delivery, to ensure your purchase goes smoothly.

2.1 Order Processing & Shipping Updates

Orders are processed and shipped within 1 business day of placement. Once your order ships, we will send a confirmation email with tracking information (if available) to keep you updated on delivery progress. Delivery is estimated to take up to 5 days from the date of shipment, with free global shipping on all orders (no minimum purchase required).
If you have not received a shipping confirmation within 2 business days of placing your order, or if your order exceeds the 5-day estimated delivery window, please contact our support team for assistance. We will investigate the status with our logistics partners and provide you with a resolution.

2.2 Order Modifications & Cancellations

We process orders quickly to ensure timely delivery, so we can only accommodate order modifications (e.g., shipping address changes) or cancellations if requested within 2 hours of order placement. To modify or cancel an order, please email us immediately with your order number and the requested change. If your order has already been processed or shipped, we cannot modify or cancel it, but you may initiate a return once you receive the product (per our return policy).

2.3 Out-of-Stock Products

In the event a product you ordered is out of stock after confirmation, we will notify you via email within 24 hours. We will offer you the option to either wait for the product to be restocked (with an updated delivery timeline) or cancel the item and receive a full refund. We apologize for any inconvenience caused by out-of-stock items and will work with you to find the best solution.

3. Return & Refund Support

We stand behind our products and offer a 60-day return policy (from the date of delivery) to ensure your satisfaction. Our support team will guide you through the return process and assist with refund inquiries.
  • Initiating a Return: To start a return, email [email protected] with your order number, reason for return, and photos of the product (if defective or damaged). We will provide a return authorization (RA) number and detailed return instructions. Returns without an RA number may be rejected or delayed.
  • Refund Processing: Once we receive and inspect your returned package (and confirm it meets our return criteria: unused, original packaging, same condition as received), we will process your refund. Refunds are issued in USD (the same currency as your original payment) and take 5-10 business days to reflect in your payment method. Our support team can track refund status for you if it exceeds this timeline.
  • Defective/Damaged Products: If you receive a defective or damaged product, please contact us within 7 days of delivery with photos of the product and packaging. We will cover any return shipping costs (if applicable) and offer a replacement or full refund, depending on your preference.

4. Product Inquiries

Our support team is knowledgeable about our nutritional supplement products and can assist with questions regarding ingredients, usage, storage, and compatibility. We aim to provide accurate and helpful information to help you make informed decisions about your purchases. For detailed ingredient information, we recommend reviewing the product description page first, but we are happy to clarify any additional questions.

5. Feedback & Complaints

We value your feedback and use it to improve our products and services. If you have a complaint or suggestion, please email us at [email protected]. We will acknowledge your feedback within 48 business hours, investigate the issue thoroughly, and provide a resolution or response within 5 business days. Your satisfaction is our priority, and we are committed to addressing any concerns promptly.

6. Language Support

Our customer service is provided in English, as we primarily serve U.S. customers. All communications, including order confirmations, shipping updates, and support responses, will be in English to ensure clarity and accuracy.

7. Changes to This Policy

We may update this Customer Service Policy from time to time to reflect improvements to our support processes or changes in applicable regulations. When updates are made, we will revise the "Effective Date" at the top of this page and post the updated policy on our website. Your continued use of our services after changes take effect constitutes your acceptance of the updated policy.

Contact Us

For any assistance not covered above, please reach out to our customer service team at [email protected]. We are here to help you with all your needs and ensure a positive experience with Alaninusale.

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