FAQ

Ordering

What payment methods do you accept?
We accept Visa, Mastercard, American Express, UnionPay, Apple Pay, Google Pay, PayPal, and Shop Pay.

Can I change or cancel my order?
Orders can be canceled before they ship for a full refund. Once an order has shipped, our standard return process applies instead. Contact support@acalora.com as soon as possible if you need to make a change.

Shipping

Do you offer free shipping?
Yes. Free Standard Shipping applies to all orders shipped within the United States — including Alaska, Hawaii, and U.S. territories — regardless of order value.

Where do you ship from?
All orders ship from our U.S. warehouse in North Las Vegas, Nevada.

How long will my order take to arrive?
Orders are processed within 1–2 business days (excluding weekends and U.S. federal holidays), then typically arrive within 3–7 business days via USPS, UPS, FedEx, or DHL — about 4–9 business days total from your order date.

Do you ship internationally or to P.O. boxes?
Not currently. We ship within the United States only and are unable to deliver to P.O. boxes or APO/FPO addresses at this time.

How do I track my order?
You'll receive a confirmation email with your tracking number once your order ships. You can also look it up anytime on our tracking page.

What if my order is delayed?
Delays can occasionally happen due to weather, high demand, or carrier issues. If your order exceeds the estimated delivery window, reach out to us and we'll look into it right away.

Returns & Refunds

What is your return policy?
Returns are accepted within 30 days of delivery, provided the item is unused, undamaged, and in its original packaging. No restocking fees apply. See our full Refund Policy for details.

Who pays for return shipping?
If your item arrives defective, damaged, or incorrect, we cover the resolution — a replacement or refund. If you've simply changed your mind, return shipping is the customer's responsibility, and the return must be trackable.

How long do refunds take?
Once your returned item is received and inspected, your refund is issued to your original payment method within 7 business days.

My item arrived damaged or defective — what do I do?
Contact us within 48 hours of delivery at support@acalora.com with photos of the issue, and we'll arrange a replacement or full refund.

Do I need approval before returning an item?
Yes — email us your order number and reason for return first. Once approved, you'll receive a Return Authorization and instructions; items must ship back within 7 days of approval. Returns sent without authorization may not be accepted.

Contact

How can I reach customer support?
Email support@acalora.com. Our team is available Monday–Friday, 9:00 AM–5:00 PM (PST), and responds within 24 hours on business days.

Who operates Acalora?
Acalora is operated by ECOM FUSION ADS & CONSULTANCY LTD (Company No. 16044289), with U.S. fulfillment based in North Las Vegas, Nevada.