FAQ
How can I contact Aunera?
You can email us at support@aunera.com where our customer service team will be happy to help you with whatever you need!
Do you ship worldwide?
Yes
Where do you ship from?
We live and operate in Massachusetts, USA, while our products are currently shipped directly from our manufacturing partner in Hong Kong.
Temporary Multiple Shipments Notice
We're committed to reducing CO2 emissions by shipping directly from our manufacturer, which may extend delivery times to 10-15 days. To further minimize our carbon footprint and enhance efficiency, your order may be fulfilled in multiple shipments from strategically selected facilities. This approach ensures the least environmental impact. Each shipment will have its own tracking number for your convenience. We appreciate your support in our efforts towards sustainability and thank you for your understanding as we improve our processes for a greener future.
Can I change or cancel my order?
As we aim to process orders as fast as possible, you must request any changes/cancellations within 12 hours of ordering. All requests after this time will be denied. Your order can be returned for a full refund after it is received.
What payment methods do you accept?
We accept all major credit cards (VISA, Mastercard, AMEX) and PayPal payments.
When will my order be processed?
All orders are handled and shipped out from our warehouse. Please allow extra time for your order to be processed during holidays and sale seasons. We process orders between Monday and Friday. Orders will be processed within 1-3 business days from the order date and shipped the next day after the processing day. Please note that we don't ship on weekends.
How long will it take to receive my order?
We prioritize the environment by shipping directly from our manufacturer, reducing CO2 emissions by over 20%. This eco-friendly choice may extend delivery times to 10-15 days, but your satisfaction is important to us. You'll receive tracking information as soon as your order ships. Thank you for joining us in our mission for a greener planet.
What if I don't receive my order?
If you don't receive your order within 30 days after shipping, you are eligible for a full refund.
Package Marked as Delivered but Not Received
Occasionally, discrepancies may occur between tracking information and actual delivery status. Packages are sometimes marked as "delivered" prior to their actual arrival. We anticipate that your order will be delivered within the next few days. In the interim, we recommend that you inquire with your neighbors or your local post office for additional information. Should you not receive your package within the specified time frame, kindly reach out to our customer support team at support@aunera.com.
Changing the Delivery Address
Regrettably, once an order has been shipped, we are unable to alter the delivery address. Thank you for your understanding.
Will I be charged with customs and taxes?
The prices displayed on our site are tax-free in US Dollars, which means you may be liable to pay for duties and taxes once you receive your order. Import taxes, duties and related customs fees may be charged once your order arrives to its final destination, which are determined by your local customs office. Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of charges, please contact your local customs office.
What is the policy for returns regarding orders with damaged packaging but a functional product?
Our focus is on the quality and functionality of our products. While we endeavor to ensure their safe delivery, we cannot guarantee the condition of the packaging upon arrival. Accordingly, returns based solely on damaged packaging will not be accepted if the product inside is still in a functional and new condition.
How do I return an item?
Please contact us at support@aunera.com
What if the item(s) I received are defective/incorrect/damaged?
Please contact us if you have received merchandise that is incorrect, missing, and/or defective. Please include your order number, photographs of the item(s) and all related references upon receiving your package. We will do our very best to resolve your case as soon as possible.
View our refund policy here
Please note that we do not provide shipping labels for returns. If your return is accepted, we'll provide you with instructions on where to send your package. When sending the package, please ensure to obtain a tracking number from the shipping carrier.
Remember to request a return before sending any items back to us, as unsolicited returns will not be accepted. Additionally, we are unable to deduct any costs paid by customers from their original order payment. We kindly ask you to carefully review the return instructions to avoid any additional costs or complications.
When will I receive my refund?
All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 7-10 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account. If you haven't received a credit for your return yet, here's what to do: Contact the bank/credit card company. It may take some time before the refund is posted to your account.