Question 1

How do I track my order?

Accepted Answer

Go to Account → Orders. Every parcel has live carrier tracking from our warehouse in India to your door. If your order ships in more than one parcel, each has its own tracking.

Question 2

My tracking link isn't working

Accepted Answer

New tracking numbers can take up to 24 hours to become active after dispatch. If yours still shows nothing after that, please email us and we will take it up with the carrier.

Question 3

"In Transit" vs "Out for Delivery"?

Accepted Answer

In Transit means your parcel is moving between carrier facilities, including customs. Out for Delivery means it is on a local vehicle and should reach you that day.

Question 4

What is aalacart?

Accepted Answer

A direct seller that sources from Indian brands and verified makers and delivers to your door, with shipping and duties paid at checkout. The total you see at checkout is the full amount you will ever pay.

Question 5

Is aalacart safe?

Accepted Answer

Yes. Every page is encrypted, payments are processed by PCI-certified providers, and every order is covered by our commitment: if it arrives damaged, you receive a replacement or a full refund. aalacart is operated by Cord4 Services Pvt Ltd, Ahmedabad, India.

Question 6

How does sourcing work?

Accepted Answer

We purchase your item from the maker on your behalf, bring it to our hub in India, and take responsibility for export, shipping, customs, and support until it reaches you.

Question 7

Are products authentic?

Accepted Answer

Yes. We source only from brands and verified makers, and if a product is ever found not to be genuine, we refund you in full.

Question 8

Can you source something not listed?

Accepted Answer

Often, yes. Please email support@aalacart.com with a link or description, and we will tell you honestly whether we can source it and what it would cost delivered.

Question 9

Why do some items say 'regional availability'?

Accepted Answer

Some categories cannot legally be exported to the USA. We only list what can genuinely reach your door.

Question 10

What does shipping cost?

Accepted Answer

It depends on your address and what you are ordering, so we calculate it at checkout and show you the full total before you pay. That total already includes any import duties, and it is final.

Question 11

Do you ship everywhere in the USA?

Accepted Answer

Yes. All 50 states, Washington DC, US territories, and APO/FPO military addresses.

Question 12

Can I change my address?

Accepted Answer

Yes, at any time before dispatch. Please email us as soon as possible. After dispatch, international parcels cannot be redirected, so we ask you to check your address carefully at checkout.

Question 13

Which couriers deliver my order?

Accepted Answer

DHL, FedEx, or UPS, depending on your region and the option you choose at checkout. Your tracking link shows the carrier.

Question 14

What if I miss the delivery?

Accepted Answer

The carrier will attempt redelivery or leave a pickup notice, following their standard local process.

Question 15

Why was my package returned to sender?

Accepted Answer

Usually because the address could not be resolved or a pickup was not collected. When the parcel reaches us back, we refund the product price.

Question 16

How do returns work?

Accepted Answer

If your order arrives damaged or defective, email support@aalacart.com within 7 days of delivery with your order number and photographs of the item and its packaging. We respond within 24 hours, and you choose between a replacement at no cost or a full refund.

Question 17

Can I return something I changed my mind about?

Accepted Answer

We are sorry, but no. Every parcel is imported and customs-cleared specifically for your order, so returns of items that arrived in good condition are not possible. If you are unsure about sizing or details, please write to us before ordering and we will help you decide.

Question 18

When do I get my refund?

Accepted Answer

Within 5 to 10 business days of your claim being approved, to your original payment method. Import duties already paid to a government are the one part that cannot be recovered.

Question 19

How do I cancel or change an order?

Accepted Answer

You may cancel free of charge within 24 hours of placing an order, from Account → Orders. After 24 hours we have already purchased your item from the maker, and cancellation is no longer possible.

Question 20

What are the order statuses?

Accepted Answer

Pending Payment → Processing → Confirmed → Preparing for Shipment → Shipped → Out for Delivery → In Transit → Delivered.

Question 21

Do you handle bulk orders?

Accepted Answer

Yes. For orders above $10,000, our B2B desk will prepare a custom quote.

Question 22

Do I need an account to shop?

Accepted Answer

You may browse freely as a guest. An account is required at checkout so that we can track your order properly and support you if anything comes up.

Question 23

How do I change my email or phone?

Accepted Answer

Account → Profile. Changes to phone and email will use OTP verification once production auth ships.

Question 24

How do I delete my account?

Accepted Answer

Email support@aalacart.com from your account address. Deletion completes within 30 days, as GDPR and CCPA provide.

Question 25

Which payment methods do you accept?

Accepted Answer

Visa, Mastercard, Amex, JCB, Apple Pay, Google Pay, PayPal, UPI, and Pay-in-4 instalments.

Question 26

Why was my card declined?

Accepted Answer

Most declines are a billing-address mismatch, or international payments being disabled by your bank. Please check both and try again. Declined attempts are never charged.

Question 27

Do you have gift cards?

Accepted Answer

Not yet. Join the newsletter and we will let you know as soon as they are available.

Question 28

Will I pay customs on delivery?

Accepted Answer

No. We calculate shipping and duties at checkout and pay them on your behalf before the parcel travels. The carrier will not collect anything from you.

Question 29

How are import fees calculated?

Accepted Answer

US customs sets them based on the declared value and product category (the HTS code). We calculate on the same basis at checkout and add no markup of our own.

Question 30

Are customs fees refundable?

Accepted Answer

Once remitted to a government they cannot be recovered, which is why they are the one part of a refund we are unable to include.

Question 31

How is my data protected?

Accepted Answer

All traffic is encrypted, payments are processed by PCI-certified providers, and your GDPR and CCPA rights are honoured in full. The Privacy Policy sets this out in plain language.

Question 32

How do I report suspicious activity?

Accepted Answer

Please forward anything suspicious to security@aalacart.com and we will investigate. We will never ask for your password or OTP.

Question 33

How do I know an email is really from aalacart?

Accepted Answer

Genuine mail comes only from @aalacart.com addresses, and we never ask for passwords, OTPs, or payment outside the site. Please treat anything else as fraudulent, however convincing it looks.

Question 34

Someone asked me to pay off-platform

Accepted Answer

That is a scam. Please do not pay, and send a screenshot to security@aalacart.com so we can help protect other customers.

Question 35

How do I get an invoice?

Accepted Answer

Account → Orders → Download Invoice, on any order.

Question 36

How do I reach a human?

Accepted Answer

Email support@aalacart.com and a specialist will reply within 24 hours, every day of the week. Your whole conversation stays on one thread, so you never have to repeat yourself.

Question 37

Do you have a mobile app?

Accepted Answer

Not yet; it is on our roadmap. The mobile site offers the complete experience in the meantime.

How can we help?

Frequently asked questions.