FREQUENTLY ASKED QUESTIONS (FAQ)

 

Shipping Information

When will I receive my order?

Orders are typically received and processed within 3 - 5 business days. Once your order has been fulfilled, you’ll receive an email notification that your order is out for shipping. Please be advised that processing times may vary due to a high volume of orders, and our own safety measures during the pandemic.

Do you ship internationally?

We are currently offering shipping only to Canada (excluding Quebec).

Do you offer free shipping?

We offer free shipping on domestic orders over $70 CAD, excepting some remote areas. 

Do you charge domestic sales tax?

Domestic sales tax will be applied to orders based on your order's destination and in compliance with federal, provincial and local laws.

Alien Art Market is not responsible for any extraneous fees upon delivery. These are the responsibility of the customer and are non-refundable by ALien Art Market. Alien Art Market policies are subject to change without notice in advance.

Billing Information & Payments

What payment methods do you accept?

We currently accept payment through Visa, Mastercard, and American Express.

I keep getting a ZIP/Postal Code error. What should I do?

Please email us at alienartmarket@gmail.com with your full name and email address to inform our customer service team. In the case that we're unable to locate an order under the information you provide, your pending payment should be reversed by your bank within 5 - 7 business days.

Payment(s) appeared in my Bank Statement without receiving an order confirmation email?

For your own privacy, we cannot have details as to the reason your transaction failed. We suggest you double-check your credit card and billing details or attempt another method of payment. If the transaction continues to fail, it may be helpful to contact your credit card company to authorize the transaction before completing checkout.

Order Modification & Cancelling

Can I edit/cancel my order?

If you would like to inquire about making changes to or cancelling your order, you can contact us at alienartmarket@gmail.com. Include “Order Cancellation/Change” in your email subject line as well as your order number. Orders can not be cancelled if the order has already been packed or fulfilled. We do not offer price adjustments.

I entered the wrong address! What do I do?

If you require changes to any information on your order, please email us at alienartmarket@gmail.com as soon as possible. Once your order ships, we are unable to process changes. Alien Art Market is not responsible for any additional shipping charges resulting from misgiven information.

I have purchased an item that is out of stock. Do I get a refund?

Although we make our best efforts to flag out-of-stock products, rarely, such items may appear available and turn up in your cart. If you have purchased an out-of-stock item, don’t fret! You will be notified promptly through email and be provided with a solution to exchange or refund.

I received the wrong/damaged item. What do I do?

Please send us an email with your full name, purchase order number, and a picture and/or video of your damaged item(s) at alienartmarket@gmail.com. We’ll be in contact with you promptly to provide the next steps.

I’m missing an order product from my package! What should I do?

We are diligent in making sure all orders leave us with the correct items. If we have made an error, please shoot us an email with your full name, purchase order number, and the name of the item missing from your package. We will be in contact with you as soon as possible to resolve the issue.

In rare cases, a purchase order may be split into two (or more) fulfillments. If this is the case, please kindly check your inbox to see if multiple shipments have been processed. As always, send us an email to address any concerns.

Can I exchange some of my products in-store?

We cannot offer in-store exchanges for items purchased online at this time (but the option will be available soon).

Order Status & Tracking Delivery

How do we ship out all of the orders to you?

All Alien Art Market orders are shipped out through Canada Post and USPS.

How long does it take for my parcel to be delivered?

All orders will be processed within 3 to 5 days. However, please note that we have no direct control over shipping times as they depend solely on the capacity of our delivery service providers.

My tracking number does not exist. What should I do?

Your tracking status may not be updated until it arrives at a Canada Post sorting facility. If you have received a shipping notification, your package has been dispatched and is on its way to you.

My package was returned to the sender as undeliverable or unclaimed. What happens next?

Your order may be returned to us when unclaimed or due to an incorrect/incomplete shipping address. These failed delivery attempts are considered undeliverable.

When an undeliverable package is returned to us, we can either issue a refund or attempt to re-ship the package (additional fee applies). In the case that an undeliverable order is cancelled by the customer, the original shipping fee will be applied. In some cases, an additional handling fee (15% of the value of your order) will be applied with further notice.

If your package is undeliverable or returned to us due to an error on the part of the shipping service provider, we will resend your order at no additional cost to you.