FAQ

Paypal FAQ

My Country Isn’t Available In Paypal!

Normally you can register free for an account at www.paypal.com – but please note paying by Paypal is only possible in the countries listed on the following web page:

PayPal Localized Sites

If you have a Paypal account, but you are having problems with sending money or logging into Paypal, you need to speak to Paypal customer service and not us.

 

I Want To Contact PayPal Customer Service But Can’t Find A Phone

Finding this information on the PayPal website is quite tricky and some users have suggested this may be because they prefer receiving requests by email and want to reduce the number of calls. You can contact PayPal customer service at the toll-free contact numbers below:

Toll Free for Business/Premier, USA & Canada: 1-888-221-1161 / 1-888-204-4481

Personal Accounts: 1-402-935-2050
PayPal UK: 0870 7307 191

They are open between the following hours:
-4:00 AM PDT to 10:00 PM PDT Monday through Friday
-6:00 AM PDT to 8:00 PM PDT on Saturday and Sunday

How Does Paypal Work, Generally Speaking?

Using Paypal you have several choices:

– send money from existing credit on your Paypal account (if any);
– send money from a credit card: the amount is drawn from your credit card and sent directly to the recipient’s Paypal account;
– send money from a debit card/ bank account: the amount is sent directly to the recipient’s Paypal account.

Please note that Paypal will probably charge you certain commissions when “uploading” money, so please check on their site for real information about their services, and don’t take our word for it!!

Please be extra vigilant about possible fraud sites purporting to be the real Paypal site in order to harvest your information. Don’t click on links to “paypal verification” emails as they are always ‘fishing’.

PayPal Buyer Protection

PayPal Buyer Protection: We Proud to provide Paypal Third Party

If you don’t receive your item, or the item is significantly different from its description in the seller’s listing, PayPal Buyer Protection covers eligible transactions for up to the full purchase price plus original shipping charges.

An item is covered by PayPal Buyer Protection if:
*You purchase the item on Alexnld.com.
*You use PayPal to pay for the item.
*You correspond with the Alexnld.com using the email address sales@alexnld.com.
*The seller’s listing is for a physical item—services and intangible items aren’t covered.
*You file only one claim per PayPal payment.
*You open the case no later than 180 calendar days from the date of your PayPal payment and – if you need to – escalate it to a claim no more than 20 calendar days after you open your case.
*You meet the PayPal Buyer Protection requirements outlined in Section 13 of the PayPal User Agreement.

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How To Pay

Payment Methods

There are different ways you can pay for your Alexnld.com orders:
– With Paypal account
– With Credit Card

Paying with PayPal or Credit Card:

Through PayPal, you can pay with credit card, debit card, or connected bank account. Once your order is submitted, you will be redirected to PayPal’s page where you can make the payment.

1) Login to your PayPal account or use Credit Card Express.
2) Enter your Card Details, and your order will be shipped to your PayPal address, then click Submit.
3) Your Payment will be processed and a receipt will be sent to your email inbox.
NOTE: Ensure you have selected or entered the correct delivery address.

Can I Pay For My Order By Credit Card?

Yes, you can checkout directly with credit card via secure cardcom gateway.

We accept payment for orders by Paypal and Credit Cards.

Paypal & Cardcom both offers a secure method to pay with your credit card without telling online shops your credit card number.

Do I Have To Pay VAT / Sales Tax?

Do I have to pay VAT or any other form of sales tax on products bought through Alexnld.com?

We do not add any additional charges or taxes.

Possible additional costs to you may include:
– Any import duties that are levied at customs.

Please note that if you are re-selling (or drop-shipping) goods from Alexnld.com, please ensure you are abiding by the tax (and other) regulations for selling goods in your home country and the destination country.

Please note that if you are drop-shipping to end customers, Please let them know about any taxes they may have to pay when receiving goods from the courier.

Cash On Delivery?

No, sorry, Please pay for your order in full, in advance, by Paypal or Credit Card.

 

Why Was My Order Cancelled?

“Why was my order cancelled? Why did you refund my payment?

If we returned your money to you and closed your order, it is almost certainly because we were unable to verify your  payment or the products you ordered were out of stock. Generally, our customer service staff will contact you by phone or email to discuss with you, but if we can not get in touch with you in 5 days after we receive your payment,we will have to refund for you. As we think, It is our responsibility to ship out your order in time.

Possible reasons for refunding money are:
– Paypal account name and address does not match your order’s shipping address, and there was no response when we contacted you.
– The the products you ordered were out of stock (Generally we have enough stock but rarely we may suffer an temporarily lack of certain product ),and there was no response when we contacted you.

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Shipping & Handling

Shipping Methods & Delivery Time

Handling Time

Before we can ship your order, we prepare your products, do strict quality-control tests and carefully package the items. The time it takes to prepare your items for shipping is separate from the delivery time. It usually takes 1-3 business days to ship out.

Shipping Methods

You can choose the preferred shipping method on the cart page during the checkout process. We offers 3 international shipping methods:

1. Airmail – Free untracked economy shipping via national postal services (HK Post, Singapore Post, China Post, PostNL, Swiss Post, Sweden Post, USPS, Royal Mail e.t.c.)
2. Airmail Registered – Tracked shipping via national postal services (HK Post, Singapore Post, China Post, PostNL, Swiss Post, Sweden Post, USPS, Royal Mail e.t.c.)
3. Expedited Shipping – Express shipping with courier delivery (DHL, UPS, FedEx, TNT)

Delivery Time

Airmail and Airmail Registered Area Estimated Delivery Time
United States, Canada 7-25 business days
Australia, New Zealand, Singapore, United Arab Emirates 10-25 business days
United Kingdom, France, Spain, Germany, Netherlands, Japan, Belgium, Denmark, Finland, Ireland, Norway, Portugal, Sweden, Switzerland 10-25 business days
Italy, Brazil, Russia, South Africa 10-45 business days
Other countries 10-35 business days
Expedited Shipping 3-10 business days to Worldwide

Note: If you choose an expedited shipping, please remember to leave a valid contact number, this is required for expedited shipping’s courier delivery.

Item not received?

All items being sold at Alexnld.com are guaranteed to be delivered to buyers within 30 days (90 days to Brazil, 60 days for Ecuador, Venezuela, Argentina, Bolivia, Peru, Italy, Russia and South Africa). You can get a full refund if you have not received your item(s) beyond this time.

Full refunds are not available under the following circumstances:

1. Delays caused by the buyer providing incorrect or incomplete delivery information;
2. Delays in delivery caused by any force majeure incidents, such as natural disasters, bad weather and war;
4. Delays in delivery caused by any other beyond Alexnld.com’s control, such as public holidays and Customs issues.

Is Shipping Included in The Prices?

We do offer free Airmail shipping for all products, therefore the price that you see on product page is total price that you will have to pay to get the product.

Please notice that free shipping option is cheapest economy shipping method via national postal services which comes without registration (no tracking).  Therefore if you want a tracking for your order, please choose Airmail Registered option.

The delivery times aren’t affected whatever you choose free or registered airmail options.

How Does Alexnld.com Ship My Order to Me?

Alexnld.com ships small and medium sized orders by national postal services. We do offer free shipping worldwide, therefore the price that you see on product page is total price you will have to pay, unless you choose a shipping with tracking for extra $2.

“How Long Will It Take To Delivery?

Total delivery time is composed of two parts:
– The first part is the processing time. This is the time from when your payment is received to when we gather up all the items and package them. In Most cases this is 1-3 business days.
– The second part is the actual shipping time. This is the time that it takes for the package to be delivered by the couriers to the destination. In most cases this is 1-3 weeks period.

“How can I trace my order?

If you did choose a free shipping method, you won’t be able to track the order as it is shipped via economy shipping method via national postal services (without registration – no tracking).

If you did choose a Airmail Registered, Once your order is shipped, you will receive an email from us. In this email, there should be the tracking information for your packages as well as the website in which you could trace your order at.

Please note that delivery time is not affected whatever you choose FREE or Registered airmails, the only difference is that you cannot track the package if it comes via Free Airmail.

How Do I Save on Shipping?

For all orders over $50, we do include Tracking numbers even if you do choose “FREE Airmail” shipping method.

Do you support Drop Shipping?

1. What is Drop Shipping?

Drop shipping is a retail method in which you don’t keep products in stock. Instead, alexnld.com supply that stocks our own inventory – you transfer customer orders and shipment details to us, and we ship the goods directly to the customer. The biggest benefit of drop shipping is you don’t have to worry about fulfillment or inventory issues.

2. Easy start and no extra charges.

Alexnld.com allows drop-shiping orders for all customers, there are no additional charges, just order online in the same way as usual, and put a new shipping address and type “dropshipping” in additional information when you checkout the order.  And we will ship your order without any logos or company names.

Can You Ship To “MY COUNTRY”?

Our products can be shipped to worldwide except for those products with restrictions or impossible to be shipped to certain destinations. If your order is impossible to be shipped, we will contact you.

Note: Please fill your address in English which make it easier for the shipping company to read and handle your parcel.

Afghanistan
Albania
Algeria
American Samoa
Andorra
Angola
Anguilla
Antarctica
Antigua
Argentina
Armenia
Aruba
Ascension
Australia
Australian External Territories
Austria
Azerbaijan
Bahamas
Bahrain
Bangladesh
Barbados
Barbuda
Belarus
Belgium
Belize
Benin
Bermuda
Bhutan
Bolivia
Bosnia & Herzegovina
Botswana
Brazil
British Virgin Islands
Brunei Darussalam
Bulgaria
Burkina Faso
Burundi
Cambodia
Cameroon
Canada
Cape Verde Islands
Cayman Islands
Central African Republic
Chad
Chatham Island (New Zealand)
Chile
Christmas Island
Cocos-Keeling Islands
Colombia
Comoros
Congo
Cook Islands
Costa Rica
Croatia
Curaçao
Cyprus
Czech Republic
Denmark
Diego Garcia
Djibouti
Dominica
Dominican Republic
East Timor
Easter Island
Ecuador
Egypt
El Salvador
Equatorial Guinea
Eritrea
Estonia
Ethiopia
Falkland Islands
Faroe Islands
Fiji Islands
Finland
France
French Antilles
French Guiana
French Polynesia
Gabonese Republic
Gambia
Georgia
Germany
Ghana
Gibraltar
Greece
Greenland
Grenada
Guadeloupe
Guam
Guantanamo Bay
Guatemala
Guinea-Bissau
Guinea
Guyana
Haiti
Honduras
Hong Kong
Hungary
Iceland
India
Indonesia
Inmarsat
Ireland
Italy
Jamaica
Japan
Jordan
Kazakhstan
Kenya
Kiribati
Korea (South)
Kuwait
Kyrgyz Republic
Laos
Latvia
Lebanon
Lesotho
Libya
Liechtenstein
Lithuania
Luxembourg
Macao
Macedonia (Former Yugoslav Rep of.)
Madagascar
Malawi
Malaysia
Maldives
Mali Republic
Malta
Marshall Islands
Martinique
Mauritania
Mauritius
Mayotte Island
Mexico
Micronesia, (Federal States of)
Midway Island
Moldova
Monaco
Mongolia
Montserrat
Morocco
Mozambique
Namibia
Nauru
Nepal
Netherlands
Netherlands Antilles
Nevis
New Caledonia
New Zealand
Nicaragua
Niger
Nigeria
Niue
Norfolk Island
Northern Marianas Islands
(Saipan, Rota, & Tinian)
Norway
Oman
Pakistan
Palau
Panama
Papua New Guinea
Paraguay
Peru
Philippines
Poland
Portugal
Puerto Rico
Qatar
Réunion Island
Romania
Russia
Rwandese Republic
St. Helena
St. Kitts/Nevis
St. Lucia
St. Pierre & Miquelon
St. Vincent & Grenadines
San Marino
São Tomé and Principe
Saudi Arabia
Senegal
Serbia and Montenegro
Seychelles Republic
Singapore
Slovak Republic
Slovenia
Solomon Islands
Somali Democratic Republic
South Africa
Spain
Sri Lanka
Suriname
Swaziland
Sweden
Switzerland
Taiwan
Tajikistan
Tanzania
Thailand
Thuraya (Mobile Satellite service)
Togolese Republic
Tokelau
Tonga Islands
Trinidad & Tobago
Tunisia
Turkey
Turkmenistan
Turks and Caicos Islands
Tuvalu
Uganda
Ukraine
United Arab Emirates
United Kingdom
United States of America
US Virgin Islands
Universal Personal Telecommunications (UPT)
Uruguay
Uzbekistan
Vanuatu
Vatican City
Venezuela
Vietnam
Wake Island
Wallis and Futuna Islands
Western Samoa
Yemen
Zambia
Zanzibar

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Taxes, Customs & Duties

Taxes, Customs & Duties

When you place an order you are indicating that you agree to the Privacy Policies and Terms of Use we’ve published in our online Help Center.

Here are some important points that you must be aware of before placing an order:

– Alexnld.com sends goods to you from China. As such, you (or the consignee) are IMPORTING. Many countries do NOT charge import duties on private items below a certain stated value. However, you may find that you have to pay taxes when goods you have ordered from us arrive in your country. It is your responsibility to find out about this, and your responsibility to pay the taxes/charges on receipt of the items.  If you place this order for your customer please inform your customers about this in advance.

– You must provide a valid phone number.  Dropshippers – please provide your customer’s phone number for the courier’s use.
– We strongly recommend you order samples before proceeding with large wholesale orders.
– All our products are covered by our warranty. However, different products have different warranties, please check your product’s warranty firstly and then contact us before the deadline.
– Customers need to return faulty items to us. Sometimes the return shipping cost is refundable if we find a mistake was made by ourselves. The cost of shipping replacement products is covered by Alexnld.com.

Please also take the time to read the Alexnld.com Privacy Policies and Terms of Use documents online in our Help Center.

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Checking Your Order

I can’t login to my account

Please follow these instructions:
-Check your login details. Your login username is your email address used for registration.
-It might be a problem caused by Alexnld.com system maintenance – Please wait 30 mins and try again.
-Ensure that cookies from Alexnld.com are accepted in your browser (Internet Explorer or others).
-If nothing works please submit a ticket,our customer service will help you solve it out.

Tips:
If you’re not sure if the problem is with us or you, please test logging in with a different computer to try logging in, or try different browsers.

If you made a mistake when you registered, and you can’t access your account. and you’ve never made any orders. it might be quickest to just use the registration to sign up again for a new account.

If you have forgotten your password, please click here to get a new password.

 

How To Check My Order?

It is easy, after you placed an order,please log in your account using your email address.

In your Alexnld.com account menu, you can see all the orders you made including full information: shipping address, shipping method, payment information, also items ordered. You can also print an invoice by yourself.

When the status of your order is updated, It will also show in your account. The tracking number (if did choose Airmail Registered shipping method) will be submitted to your account after we ship out your package. You should also receive a email from Alexnld.com. including tracking number and links.

You can also do some account setting or manage your address book from account menu.

For not registered customers, you can check your order status without logging directly here:
https://alexnld.com/track-your-order/

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Returns, Refunds & Warranty

Return and Refund Policy

Last updated October 05, 2022

Returns

If you are not completely satisfied with your purchase for any reason, you may return it to us for a full refund within 15 days from delivery date. All returned items must be in new and unused condition, with all original tags and labels attached.

Return Process

To return an item, please email our customer service at sales@alexnld.com to obtain a Return Merchandise Authorization (RMA) number. After receiving a RMA number, place the item securely in its original packaging, and mail your return to the following address:

Alex NLD
Attn: Returns
RMA #
HaGiborim St 8
Tiberias, 14388
Israel

Please note, you will be responsible for the return shipping charges. We strongly recommend that you use a trackable method to mail your return.

All customers should contact us and obtain Return Merchandise Authorization (RMA) number before sending anything to us. We will not be responsible for returned item(s) without notifying us in advance.

Refunds

After receiving your return and inspecting the condition of your item, we will process your refund to the credit / debit card or PayPal account which was used to place the original order.

Please allow at least seven (7) days from the receipt of your item to process your refund. Refunds may take 1-2 billing cycles to appear on your credit card statement, depending on your credit card company. We will notify you by email when your refund has been processed.

Exceptions

If an item is found damaged or defective on receipt, we kindly ask you to contact us within 15 days from the delivery date to arrange a refund or exchange without physical return of the item.

Please provide us with following:

1. Photos of the front and back sides of the packaging box;
2. A photo, video or screenshot of the defective item or the defective part of the parcel.

Our customer service team will communicate with you to arrange a refund or reshipment without physical return of the item.

Warranty & Repair service

If any of the items you have purchased from us is found defective within 1 year from receipt, you are entitled to a repair under warranty. Please kindly provide us with evidence photos or videos of the defective item. After providing such information to our Customer Service team  and the problem is acknowledged, you can send the items back to us for a repair.

Note:  Please be aware, we do not cover the cost of the returns fees in  warranty & repair service.

Order Cancellation

If you want to cancel an order within 24 hours from confirmation of the payment, you will be entitled to a full refund. It is still possible to cancel an order after 24 hours, provided that it has not yet been shipped. If an order has been shipped, it’s impossible for us to cancel or modify it anymore. If you still want a refund, you required to return the item on it’s arrival.

Questions

If you have any questions concerning our return policy, please contact us at:

+972 054-536-2888
sales@alexnld.com

 

PayPal Buyer Protection

PayPal Buyer Protection: We Proud to provide Paypal Third Party

If you don’t receive your item, or the item is significantly different from its description in the seller’s listing, PayPal Buyer Protection covers eligible transactions for up to the full purchase price plus original shipping charges.

An item is covered by PayPal Buyer Protection if:
*You purchase the item on Alexnld.com.
*You use PayPal to pay for the item.
*You correspond with the Alexnld.com using the email address sales@alexnld.com.
*The seller’s listing is for a physical item—services and intangible items aren’t covered.
*You file only one claim per PayPal payment.
*You open the case no later than 180 calendar days from the date of your PayPal payment and – if you need to – escalate it to a claim no more than 20 calendar days after you open your case.
*You meet the PayPal Buyer Protection requirements outlined in Section 13 of the PayPal User Agreement.

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General FAQ

OEM Service

Original Equipment Manufacturer

Please tell us the OEM product information :

1. Which product and whether on or out the website.
2. Quantities.( MOQ of most products is 500, MOQ of clothes is 100)  and specification.
3. Logo required labeling and printing.
4. Delivery country.

Please contact us at oem@alexnld.com We are looking forward to hearing from you !

What If I Am Making A Large / Bulk Order?

We will provide you with personal customer service for large volume wholesale orders and discuss the shipping options fully.

For large volume order quotation,our VIP Customer Manager wish to serve you:

Email: sales@alexnld.com (Sales Department)

Payment Methods Accepted

There are 2 ways you can pay for your Alexnld.com orders:

  • PayPal
  • Credit Card
Paying with PayPal:
With PayPal, you can send payment quickly and securely online.
Through PayPal, you can pay with credit card, debit card, or bank account balance.
Once your order is submitted, you will be redirected to PayPal’s site where you could make the payment.
Advantages with using PayPal:
Payment is traceable. You can trace the status of your payment using your PayPal account.
Payment does not require you to use your credit card online (you can transfer directly from your bank account). Alexnld.com doesn’t see your credit card number (it is safely encrypted through PayPal’s server), which limits the risk of unauthorized use.
The location the seller is shipping to (also call the destination country or region).
——————————————————————————
Paying with Credit Card:
You can pay with your credit card (MasterCard, Visa, Discover Card, American Express) via secure gateway without registration.

 

I Have Problems in Using the Product I Ordered

Firstly, please check the English manual that comes with the product, or you can check for online manuals or Blogs for advice. If you still can’t figure out the problem, please submit a ticket to our customer service representative at: Contact Us. They will offer you professional tech support and help you assess if your product is defected.

How to return faulty goods?

Returns

If you are not completely satisfied with your purchase for any reason, you may return it to us for a full refund within 15 days from delivery date. All returned items must be in new and unused condition, with all original tags and labels attached.

Return Process

To return an item, please email our customer service at sales@alexnld.com to obtain a Return Merchandise Authorization (RMA) number. After receiving a RMA number, place the item securely in its original packaging, and mail your return to the following address:

Alex NLD
Attn: Returns
RMA #
HaGiborim St 8
Tiberias, 14388
Israel

Please note, you will be responsible for the return shipping charges. We strongly recommend that you use a trackable method to mail your return.

All customers should contact us and obtain Return Merchandise Authorization (RMA) number before sending anything to us. We will not be responsible for returned item(s) without notifying us in advance.

Refunds

After receiving your return and inspecting the condition of your item, we will process your refund to the credit / debit card or PayPal account which was used to place the original order.

Please allow at least seven (7) days from the receipt of your item to process your refund. Refunds may take 1-2 billing cycles to appear on your credit card statement, depending on your credit card company. We will notify you by email when your refund has been processed.

Exceptions

If an item is found damaged or defective on receipt, we kindly ask you to contact us within 15 days from the delivery date to arrange a refund or exchange without physical return of the item.

Please provide us with following:

1. Photos of the front and back sides of the packaging box;
2. A photo, video or screenshot of the defective item or the defective part of the parcel.

Our customer service team will communicate with you to arrange a refund or reshipment without physical return of the item.

Warranty & Repair service

If any of the items you have purchased from us is found defective within 1 year from receipt, you are entitled to a repair under warranty. Please kindly provide us with evidence photos or videos of the defective item. After providing such information to our Customer Service team  and the problem is acknowledged, you can send the items back to us for a repair.

Note:  Please be aware, we do not cover the cost of the returns fees in  warranty & repair service.

Questions

If you have any questions concerning our return policy, please contact us at:

+972 054-536-2888
sales@alexnld.com

 

How To Cancel An Wrongly Placed Order?

1. – CANCELLATION BEFORE PAYMENT

If you have not paid for your order, there is no need to contact us to cancel it. We receive hundreds of ‘test’ orders each day which our members are using to quote certain cart contents and save the invoice for later reference.

We ignore all orders until a matching payment is received. So if you haven’t paid, don’t worry, we’re not processing your order.

You are under no obligation to follow through and pay for an order just because you checked out your cart online. If you want to do test orders to save certain invoices for later you are welcome to do this.

If your order is more than a week old please note you may not be able to “reactivate” it by sending payment, because the prices of the items may have changed as well as the shipping rates and the currency conversions. You may need to repeat the order with a new cart.

2. – WITHDRAWING AN ORDER AFTER PAYMENT

If you have placed an order and you HAVE PAID, and you want to CANCEL, please contact us as soon as possible.

If you are uncertain about something on your order and you think you want to change it, please contact us and put the order on hold while you decide. This will stop the packing process so you still have a chance to make changes.

If the goods have already been shipped we cannot cancel or change the order.

If you want to cancel an order because you are ADDING further products, but not cancelling the previous items, that can usually be processed without any extra fees – please contact us.

If the order is in an early processing stage you may be able to change your mind and cancel the total order. You can ask for an refund or keep your payment as a credit.

Contacting Alex NLD

Contact Us page to submit help tickets (we aim to answer all tickets within 1 working days)

– you can also email sales@alexnld.com directly

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