Shipping policy

1. Policy Introduction

This Shipping Policy explains how orders placed on alienfence.com are processed, shipped, and delivered.

The information below outlines:

  • Order processing timelines

  • Shipping regions and delivery estimates

  • Tracking information

  • Customer responsibilities related to shipping

Estimated Delivery Time = Processing Time + Transit Time

2. Shipping Destinations

Alienfence currently ships to the following regions:

  • United States

  • Canada

Shipping Limitations

At this time, we do not ship to:

  • APO / FPO / DPO military addresses

  • Alaska

  • Hawaii

  • Puerto Rico

  • Other U.S. territories

Orders placed with unsupported shipping addresses may need to be canceled or adjusted.

3. Shipping Costs

We currently offer Free Standard Shipping for eligible orders delivered within our supported regions.

Shipping services are selected based on the destination and product type to help support safe delivery of large household items such as mattresses.

4. Order Processing Time

Orders typically require 1–3 business days for processing before shipment.

Processing includes:

  • Order verification

  • Product preparation and packaging

  • Transfer to the shipping carrier

Order Cut-Off Time

Orders placed before 2:00 PM (GMT+8) may be processed the same business day.

Orders placed after this time are generally processed on the next business day.

Processing times may vary during holidays or periods of increased order volume.

5. Delivery / Transit Time

After an order has been shipped, estimated delivery times are:

Region Estimated Transit Time
United States 7–9 business days
Canada 8–12 business days

Please note that delivery timelines may be affected by factors such as:

  • Carrier network conditions

  • Weather events

  • Public holidays

  • Local logistics disruptions

These factors may occasionally result in extended delivery times.

6. Order Tracking

Once your order has been shipped, you will receive a shipping confirmation email containing:

  • A tracking number

  • Carrier information

  • A tracking link

Tracking information may take 24–48 hours to update after the shipping confirmation is sent.

Customers can track their order through the carrier website or the tracking link provided.

7. Customs, Duties, and Taxes (Canada)

For orders shipped to Canada, customs duties, taxes, or import fees may apply depending on local regulations.

Customers are responsible for any applicable charges required by customs authorities.

If a package is returned due to unpaid duties or taxes, shipping costs may be deducted from any applicable refund.

8. Damaged or Lost Packages

Damaged Items

If your package arrives damaged, please contact our support team within 48 hours of delivery.

Include the following information:

  • Order number

  • Photos of the product

  • Photos of the packaging and shipping label

After reviewing the information, we will work with you to determine an appropriate resolution.

Lost Packages

If tracking information shows the package as Delivered, customers are encouraged to:

  • Check around the delivery location

  • Ask neighbors or household members

  • Contact the shipping carrier for additional delivery details

Once a package is marked as delivered by the carrier, responsibility for the shipment typically transfers to the recipient location.

9. Shipping Address Accuracy

Customers are responsible for providing a complete and accurate shipping address when placing an order.

Please note:

  • Address changes may not be possible once an order has entered processing

  • If a package is returned due to an incorrect or incomplete address, the customer may be responsible for additional shipping costs for redelivery.

10. Exchange Policy

Alienfence does not currently process direct product exchanges.

If you would like to change the product you ordered, we recommend:

  1. Requesting a return for the original item (if eligible under the return policy)

  2. Placing a new order for the correct product

This approach helps ensure faster order handling and product availability.

11. Customer Support

If you have questions regarding shipping, delivery, or order status, please contact us.

Company Name
FRANK CYBERNOVA LOGIC LLC

Customer Support Email
support@alienfence.com

Business Address
500 W Jefferson St
Louisville, KY 40202
United States