FAQ

ORDER STATUS

HOW DO I CANCEL MY ORDER

We know how important your order is, so we aim to fulfill orders as quickly as possible! While we cannot cancel or change an order once it has been placed, you are welcome to return your items once your order has been delivered to you.

 

WHAT IF MY CREDIT CARD IS DECLINED

If your payment does not successfully process or if it is declined when trying to complete your purchase, you will have an opportunity to enter a new card number or alternative form of payment prior to completing your purchase.

 

WHY WAS MY ORDER CANCELLED 

There are several reasons why your order may have been cancelled:

1. The item(s) sold out.

2. There is a delay in replenishment for your item(s).

3. We are unable to verify your billing information and/or your billing address does not match the credit card on file for the order.

If the billing address stated on the order does not match with what the credit card issuer or bank has on file, please contact your credit card issuer or bank to verify that the billing information is correct. Once updated, you may create a new order using the correct billing address.

Note: If your order is cancelled for any of the reasons above, you will receive an email confirming your order’s cancellation. The full amount of the order will be refunded back to the original form of payment used. Refunds can take up to 2-5 business days to clear and 7-10 business days for the amount to post to your account, depending on your financial institution.

SHIPPING

DO YOU SHIP INTERNATIONALLY 

Aizenpro is proud to service customers from all over the world! The default pricing on our site is in AUD, the conversion rate depends on your issuing credit card company used on the transaction.

In some instances, delivery may be delayed depending on your country's customs. Aizenpro and the carrier do not have control over how long customs take to clear a package. In addition, certain countries may apply tariffs or customs duty after the package is accepted. We suggest checking with your local post office to find out if that applies to you as Aizenpro does not cover additional customs fee charges. Aizenpro is not responsible for applicable customs fees, import duties, taxes, or any other charges.

 

RECEIVE DAMAGED ITEMS

Should you receive a damaged item, please take a photo of the item which clearly displays the damage and email the photo to our Customer Service team (elevigi@aizenpro.com.au) along with a description of the damaged item and your Order Number.

Once we receive your email and assess the damage, we will be in contact with you to determine the needed outcome.