Shipping policy

Thank you for visiting our store!At alurase.us, we want you and your beloved pets to be completely satisfied with every purchase. If you are not fully satisfied with your order, we will be glad to assist you.

This policy outlines the procedures and terms for returns, exchanges, and refunds.

1. Return Period: Customers may request a return within 30 days of receiving the order. If more than 30 days have passed since the shipment date, we may not be able to offer a refund or exchange.

2. Return Eligibility: To be eligible for a return, the item must meet the following conditions: the product must be unused and in its original condition; the product must be returned in its original packaging; all accessories and included components must be returned together; proof of purchase or order number must be provided. Items that do not meet these requirements may not be eligible for a refund.

3. Non-Returnable Items: For safety or hygiene reasons, certain items cannot be returned, including: used items; opened and/or tested items; items damaged due to improper use; clearance or final sale items; gift cards. If you are unsure whether your item qualifies for a return, please contact our customer service team.

4. Damaged or Incorrect Items: If you receive a damaged, defective, or incorrect item due to a shipping error, please contact us within 7 days of receiving the product. Please provide the following information: your order number; photos of the item; photos of the packaging (if available). After review and verification, we will provide one of the following solutions: replacement of the item or a full refund. The above services are provided at no extra cost.

5. Exchanges: We currently offer exchanges only under the following conditions: the item is defective; the item was damaged during shipping; an incorrect item was received due to a shipping error. If you wish to exchange an item for a different style or model, we recommend returning the original item and placing a new order for your preferred item.

6. Return Process: To request a return, please contact our customer service team at support@alurase.us. Please provide your order number and reason for the return. Our team will provide you with detailed return instructions and a return address. Please ensure to use a shipping method with tracking when returning the item. We may not accept items returned without prior authorization.

7. Return Shipping Costs: Return shipping fees are the responsibility of the customer unless one of the following conditions applies: the item has a quality defect; the item was damaged during shipping; we sent the wrong item. Original shipping fees are non-refundable once the order has been shipped.

8. Refunds: Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund request. If approved, the refund will be credited back to your original payment method. Refund processing usually takes 7 business days. Please note that your bank or payment service provider may require additional time to process the refund to your account.

9. Contact Us: If you have any questions regarding returns or refunds, please feel free to contact us at any time.

Yangzhou Lituo Toys Co., Ltd.

Tel: +86 15396776667

Email: support@alurase.us

Address: 2nd Floor, Building 1, No. 158 Shuguang East Road, Yangzhou City, Jiangsu Province, China

Service Hours: Monday to Friday 9:00 AM – 6:00 PM