FAQ's

Can I return an item for a refund?

All items (including those on sale) can be returned for a full refund within 30 days from the date of purchase.  They must be accompanied by the original packaging and the receipt. 

Prior to returning an item, please contact us at info@alexaurum.com for the return instructions.  

Please view our return policy page for more information.

 

How does shipping work?

Alex Aurum offers free secure shipping on all Canadian orders. 

All orders are carefully inspected and packaged by our staff prior to shipping to ensure you receive a quality product.

Most items under $30 ship directly from our outside suppliers.  

 

What if I am ordering from the US?

We charge a flat $10.00 CAD fee for all orders shipped to the United States including Hawaii and Alaska.  We ship via Canada Post Tracked Packet.  You will receive a tracking number once the product is shipped.

All orders are carefully inspected and packaged by our staff prior to shipping to ensure you receive a quality product.

 

Can I exchange an item?

Yes, you can exchange an item only once within 30 days from the date of purchase. It must be accompanied by the original packaging and the receipt. 

After 30 days and/or without the packaging and the receipt we will not accept an exchange.

Prior to sending us an item, please contact us at info@alexaurum.com for the instructions.  We do not cover the shipping cost of an exchanged item. 

Please view our return policy page for more information.

 

What if I received damaged items?

If you have received damaged or defective item please send us an email within 14 days of receiving it to qualify for a full refund.  Please include a picture of the damaged item.  After the 14 days have passed, we can not issue a refund or offer store credit.  Please note that you have 30 days from your date of purchase to send the product back to qualify for the refund if a refund has been approved.  After the 30 days no refund will be issued.

Please view our return policy page for more information.

 

What if I have more questions?

Please complete the contact form for an further questions or assistance.  We will respond well within 24 hours to assist you!