Return and Refund Policy

Thank you for shopping with ALEXAELLEN LLC. We operate exclusively as an online retailer and do not maintain physical storefronts. Orders are fulfilled and shipped from trusted third-party fulfillment centers located in the United States. This Return & Refund Policy applies to all purchases made through our website.

Eligibility for Returns

  • Returns are accepted within 30 calendar days from the date of delivery.
  • To be eligible, items must be unused, unassembled, and in their original packaging with all tags, manuals, and included accessories.
  • Items that show signs of use, assembly, alteration, missing parts, or damage caused by customer misuse are not eligible for return.
  • Do not return items to any fulfillment center or warehouse without prior authorization. Returns sent without approval may be refused.

Non-Returnable Items

The following items cannot be returned:

  • Items that have been set up outdoors, exposed to weather, or used in the field.
  • Clearance or final sale items (if specifically marked on the product page).
  • Customized, modified, or special-order items.

How to Request a Return

  1. Email our support team at support@alexaellen.com with your order number, reason for return, and photos if applicable.
  2. We will review your request and respond with a return authorization and the approved return address. Because we use third-party fulfillment partners, return addresses are provided per-case to ensure proper handling.
  3. Once you receive authorization, pack the item securely and ship it using a trackable service. Customers are responsible for all return shipping costs unless the return was due to our error (damaged or incorrect item).
  4. We recommend purchasing shipping insurance for returns—ALEXAELLEN LLC is not responsible for packages lost in transit during return shipping unless a prepaid label is provided.

Return Shipping & Costs

  • Customers are responsible for return shipping costs for standard returns.
  • If a return is approved because the item was damaged, defective, or sent in error, we will provide a prepaid return label or arrange a replacement at no additional cost.
  • No restocking fees apply to approved returns.

Refund Processing

  • After we receive and inspect the returned item, we will notify you of approval or rejection within 2 business days.
  • If approved, refunds will be issued to the original payment method. We process approved refunds within 2 business days, though your payment provider may take additional time to post the funds to your account.
  • Refund amounts will exclude original shipping charges for returns that are not due to our error, unless otherwise stated in your return authorization.

No Exchanges

We do not offer direct exchanges. To obtain a different item, please return the original item for a refund (per the above procedure) and place a new order on our website.

Damaged or Incorrect Items

If your order arrives damaged or you receive an incorrect item, contact us within 48 hours of delivery at support@alexaellen.com with:

  • Your order number
  • Photos of the damaged item and packaging
  • The shipping label or tracking information (if available)

We will evaluate the claim and, if approved, provide a prepaid return label or ship a replacement at no charge.

Order Cancellations

Orders can be canceled only before they have shipped. If you need to cancel, contact support immediately. Once an order has shipped, it must be returned following the return procedure above.

Third-Party Fulfillment Note

Because we use third-party fulfillment centers, we coordinate returns centrally through our support team to ensure items are directed to the correct facility. Please do not attempt to return orders directly to fulfillment centers without authorization.

Contact & Support

If you have questions about returns or refunds, contact us:

  • Email: support@alexaellen.com
  • Phone: +1 914-436-8452
  • Customer Service Hours: Monday – Sunday, 9:00 AM – 6:00 PM (MST)
  • Address: ALEXAELLEN LLC, 4380 S Monaco St Unit 2014, Denver, CO 80237, United States

By placing an order on our website, you agree to the terms of this Return & Refund Policy.