Frequently Asked Questions

Please take a look at the sections below to find the answers you’re looking for. If you can’t find what you’re looking for or have additional questions, please don’t hesitate to contact us. We’re always here to help!

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Last updated: August 2025

General Questions

1. How can I track my order?

Once your order has shipped, you’ll receive an email with your tracking number. Simply click the tracking link in the email or enter the number on the courier’s website to follow your delivery in real time.

2. How can I get my invoice?

After your order has been delivered and no refund has been processed, you can request an invoice by contacting our team at support@aliencell.com.

3. Can I cancel an order after payment?

If your order hasn’t shipped yet, you can cancel it by emailing support@aliencell.com. Unfortunately, orders that have already been shipped cannot be canceled.

4. Can I change my shipping address after placing an order?

If you have already received your shipping confirmation email, we’re unable to update your address. If you haven’t received the confirmation yet, please email us at support@aliencell.com, and we’ll check if it’s possible to make the change.

5. What is your return policy?

We offer a 30-day return policy, meaning you have 30 days from receiving your order to request a return.
To qualify:

The item must be unused, in its original condition, with tags, and in its original packaging.

A receipt or proof of purchase is required.

To start a return, contact us at support@aliencell.com. If approved, we’ll send you a return shipping label and instructions. Items returned without prior approval will not be accepted.

Certain items, including customized products, perishable goods, personal care items, hazardous materials, and sale items or gift cards, are non-returnable. For full details, please visit our Refund Policy: https://shop.aliencell.com/policies/refund-policy

Contact Questions

1. How can I contact customer service?

You can reach our customer service team anytime by emailing support@aliencell.com. We’ll get back to you as quickly as possible to assist with your questions or concerns.