Contact information

AlderArc Customer Support

For questions about products, personalization, orders, shipping, returns, refunds, or other customer service matters, please contact AlderArc using the information below.

Email: support@alderarc.com
Phone: +84 393 928 877

You may also contact us through our Contact Us page.

Business Address

AlderArc
262/30 Hoang Hoa Tham
Nghia Lo, Quang Ngai 570000
Vietnam

This is AlderArc's business contact address.

Production, fulfillment, shipping, and authorized return locations may differ depending on the individual product, order, destination, and fulfillment path.

Please do not send returns to this business address unless AlderArc specifically provides this address as the authorized return location for your order.

Order Support

For questions about an existing order, please include:

  • your order number;

  • the email address used at checkout;

  • a brief description of your question or issue;

  • photographs where relevant.

Providing this information helps us locate and review your order more efficiently.

For damaged, defective, incomplete, or incorrect products, photographs of both the product and packaging may be required to help us review the issue.

Personalization Support

AlderArc products may include customer-submitted personalization such as:

  • names;

  • dates;

  • text;

  • numbers;

  • photographs;

  • graphics;

  • monograms;

  • family names;

  • other custom information.

Please review all personalization details carefully before placing your order.

If you notice an error after ordering, contact AlderArc as soon as possible.

If production has not yet started, we will do our best to update the requested personalization.

Once production has started, changes may no longer be possible because personalized products are prepared specifically for the individual order.

For additional information about personalized products, returns, and customer-submitted errors, please review our Refund & Return Policy.

Production & Fulfillment

AlderArc develops the concepts, personalization systems, and design direction behind our products.

We work with production and fulfillment resources and partners that help complete those designs, produce finished products, and prepare orders for shipment.

Production and fulfillment resources may be located in:

  • Hanoi, Vietnam; and

  • the United States.

Our currently confirmed United States production-partner locations may include:

  • Sacramento, California

  • Florin, California

The actual production, fulfillment, or ship-from location may vary depending on:

  • the product;

  • order requirements;

  • destination;

  • production capacity;

  • fulfillment availability;

  • shipping requirements.

The existence of a United States production or fulfillment partner does not mean every AlderArc product is made in the United States.

Product-specific materials, construction, origin, and other relevant production information will be provided on the individual product page where applicable.

Standard Production & Delivery Timeline

Unless otherwise stated for a particular product or destination, AlderArc uses the following standard timeline:

  • Production: 5–7 business days

  • International transit: 5–7 days

  • U.S. domestic delivery: 3–5 business days

These are separate stages.

Production must be completed before shipping transit begins.

Delivery dates are estimates rather than guaranteed arrival dates. Customs processing, carrier operations, flight schedules, weather, holidays, peak shipping periods, and other logistics conditions may occasionally affect delivery.

For complete shipping terms, please review our Shipping Policy.

Returns & Refunds

AlderArc uses different return rules for personalized/custom products and eligible non-personalized products.

Personalized & custom products

Personalized or custom products are not eligible for return, exchange, or refund because of buyer preference or customer-submitted errors, including:

  • change of mind;

  • incorrect names, dates, text, numbers, photographs, or graphics submitted by the customer;

  • spelling, capitalization, or punctuation errors submitted by the customer;

  • selecting the wrong size, variation, color, design, or other product option.

This restriction does not apply when a product arrives:

  • damaged;

  • defective;

  • incomplete;

  • materially different from the product ordered;

  • as an incorrect item;

  • or personalized differently from the information correctly submitted by the customer.

Non-personalized products

Eligible non-personalized products may be returned when a return request is submitted within 7 calendar days of delivery.

Return eligibility, condition requirements, return authorization, and shipping responsibility are explained in our Refund & Return Policy.

Cancellations

Cancellation requests must be submitted within 12 hours of purchase.

A cancellation can generally be approved only if production has not yet started.

Because production may begin before the end of the cancellation period, please contact AlderArc as soon as possible if you need to request a cancellation.

A cancellation is not complete until AlderArc confirms that the order has been canceled.

For full cancellation terms, please review our Refund & Return Policy.

Damaged, Defective, or Incorrect Orders

If your order arrives:

  • damaged;

  • defective;

  • incomplete;

  • materially different from the product ordered;

  • as the wrong item;

  • or personalized differently from the information correctly submitted with your order,

please contact AlderArc promptly.

Where practicable, please contact us within 7 days of delivery and provide:

  • your order number;

  • a description of the issue;

  • clear photographs of the product;

  • photographs of the packaging where relevant.

Depending on the circumstances, the resolution may include:

  • remake;

  • replacement;

  • partial refund;

  • full refund.

The 7-day reporting period does not limit any rights that cannot legally be excluded under applicable consumer protection laws.

Return Authorization

Do not send a product back without first contacting AlderArc.

If a physical return is required, AlderArc will provide:

  • return instructions;

  • the authorized return address;

  • any required return authorization information;

  • applicable return-shipping instructions.

Return locations may differ from AlderArc's business address because products may be handled through different production or fulfillment partners.

Shipping, Returns & Policy Information

For complete information regarding production timing, shipping, tracking, returns, cancellations, refunds, and damaged orders, please review:

If you still need assistance, please Contact AlderArc or email us at support@alderarc.com.

Contact AlderArc

AlderArc

Email: support@alderarc.com
Phone: +84 393 928 877

Contact form: Contact Us

Business address:

262/30 Hoang Hoa Tham
Nghia Lo, Quang Ngai 570000
Vietnam