Returns

Alives — Returns

Sorted by who does what, so you can see at a glance whose job each part of this is — including the parts that are nobody's.

  • Alives
  • You
  • The carrier
  • Nobody

We do

Alives — free replacements, in two situations
  • Situation one

    Replace a completely different product

    An incorrect item means receiving a totally different item from the one shown on our website — not an item that arrived as described and fell short of an expectation.

    Where that happens we create a replacement order with the same shipping speed that was used on your original item.

  • Situation two

    Replace an order that never arrived

    Items not received after 30 days are eligible for a free replacement, again on the same shipping speed used on your original item. No photographs are needed for this one.

    The 30 days run from your purchase date. Standard delivery is 7 to 20 business days in the US and 10 to 25 business days internationally, and quiet tracking inside those windows is normal — the shipping policy has the detail.

  • Reply to every message

    Where a claim is approved you receive a fresh confirmation email, then a tracking number once the replacement leaves us.

You do

Three things, depending on which situation applies
  • For a wrong item

    Send three photos from different angles

    Please send us three photos in different angles of the item you have received, as it will help us expedite your replacement order. Email them to support@tryalives.com with your order number and the address you ordered with.

  • If tracking says delivered

    Contact your local post office

    Parcels marked delivered are commonly held at the branch, left with a neighbour, or placed somewhere at the address. Take the tracking number to them first. If they cannot account for it, tell us what they said.

  • Before it ships

    Email us straight away if you need to cancel

    Write to support@tryalives.com with your order number as soon as you know. Orders ship within 1 to 5 business days, so the sooner the message reaches us the better the chance it is still with our team rather than the carrier. Once a parcel has been handed over it cannot be recalled, and the terms on this page then apply as written.

We don't

Stated plainly, rather than left for you to discover

  • Issue refunds — all sales are final

    Our product research team invests substantial time in selecting what we carry, choosing products that reflect current market demand, trends, or proven popularity. That work happens well before anything reaches the site.

    Operating a small business carries significant costs. We therefore entrust our customers with researching a purchase thoroughly, and confirming the product suits their needs, before ordering.

    Where the correct item arrived and it simply was not for you, we acknowledge the dissatisfaction — but the operational expenses have already been incurred by that point. All sales are final, and we are unable to offer refunds.

  • Ask for the item back

    Where a replacement order is created, there is no need to send the incorrect item back to us. Keep it, pass it on, or dispose of it as you prefer. There is no returns address and no return postage to pay.

  • Replace an item that arrived correctly

    As a small business we work to make the product information on our website exhaustive of what a customer needs to decide whether to proceed — and to not proceed where they think our product is not the one they are looking for, or does not meet their needs.

    • Replaced You ordered a dress and you received a pair of shoes. You ordered lipstick and you received mascara.
    • Not replaced You ordered a weighted plushie and you feel that it is not weighted. You ordered a jacket in size large and you feel that you received a size small.

    In the second pair the correct item arrived. That is the line.

The carrier does

One thing here, and it ends our side of it

  • Record the delivery

    Shipments showing as delivered on the carrier's own website — for example USPS or Canada Post — are excluded from the 30-day replacement above. Once a carrier records a delivery, the parcel has passed into their hands rather than ours.

    Which is why

    A tracking page reading “delivered” sends you to the post office rather than to us. It is the one case where we genuinely cannot act on your behalf.

The whole policy, in six lines
  • Refunds issuedNone
  • Situations that get a free replacementTwo
  • Photos we ask for, wrong itemThree
  • Photos we ask for, never arrivedNone
  • Days before a missing order is replaced30
  • Items you post back to usNone

Anything here unclear, or a situation it does not cover: support@tryalives.com, with your order number.

Imogen Adeyemi

Customer Care Lead — Alives®

Shipping · Track order · Contact