Frequently Asked Questions
How can we help you?
If you don’t see your answer here, or you have something that needs special attention, please contact us, we want to help you have your Found It moment, not your Forget It! moment.
Cancelations – “How do I cancel my Order?”
You’re free to cancel an order anytime before items have been created. If a cancelation is requested after an item has been made, money and time have already been invested. At this point, it’s unlikely that a cancelation is possible.
Refunds – “How do I request a refund?|
We’re happy to offer a refund if there is any damage to an order. This can be things like manufacturing errors, items arriving with holes, or the order arriving with clear, demonstrable damage. To do so, please reach out with photo evidence of the item’s improper condition.
Returns – “How do I return an Item?”
We do not require customers to return any items. Photo evidence will be sufficient for any discussion.
I don’t like it – If an order arrives with manufacturing errors, in the wrong size, or has other obvious errors, we’ll happily work with you to find a solution. However, if a customer simply changes their minds regarding a sale, it’s unlikely that a refund, exchange, or other special treatment will be offered.
Shipping Policy and Questions
How long will shipping take?
Shipping after Production usually takes 3-5 BUSINESS days (Mon-Fri), and we coordinate with shipping companies to provide tracking updates for your orders.
Are there additional Customs Fees?
We try to make sure to cover any customs information and fees in the original order, and will mark packages with information to help expedite customs clearance and reduce any fees.
Is there a Discount for Multiple Shipped Items?
We can often work out a discount for multiple items, especially if the are produced in the same production facility. For large quantities we can definitely work out a custom solution with a competitive price, contact us for details.
Free Shipping Policy “Where is my package?”
Discovery Alley tries its best to keep things simple with a Free Shipping option whenever possible. There are some exceptions, most commonly when we can pass on more savings to our customers by calculating shipping separately for some items, and for international orders.
Shipping From Location
Because we offer different customized items, and some unique items, we use different production houses to create and fulfill your orders. In general, the centralized shipping address is 108 W 13th St, Wilmington, Delaware 19801.
Do you have Expedited Shipping?
We can expedite shipping for an additional fee if you Contact Us in advance, The best way to contact us is in the Chat, or by sending an email to Shop@DiscoveryAlley.com
Where do you ship?
We ship internationally, and sometimes we can coordinate an order to be produced at a facility that is closer to where you want your delivery to go. Please Contact Us for details and so we can work out the best solution.
Where is my Package?
As soon as your package is sent to a carrier, you will be updated with tracking numbers and delivery estimates.
If you experience any issues or delays please contact us.
What if my item arrives damaged?
If your item arrived with a mistake, a quality problem or some issue with the production we will usually ship a replacement item with just simple photo support.
If your item is damaged in transit please contact us to work out a replacement and support us making a claim with the shipping carrier.