Terms of service

Terms of Service

Last updated: September 12, 2026

These Terms of Service govern your use of the AlderArc online store and purchases made through alderarc.com.

By accessing our website, placing an order, or using our services, you agree to these Terms together with the policies referenced on our website.

AlderArc Online Store

AlderArc offers physical products, including personalized, custom, non-personalized, and made-to-order products.

Product availability, designs, options, personalization choices, and other product features may change over time.

We may discontinue products, modify available options, or limit quantities when reasonably necessary.

Product Information

We make reasonable efforts to provide accurate information regarding:

  • product descriptions;

  • materials;

  • dimensions;

  • personalization;

  • included components;

  • product options;

  • production information;

  • photographs and visual representations.

Individual product pages provide the most specific information applicable to each product.

Customers are responsible for reviewing the applicable product information and selected options before completing an order.

Product Appearance

Actual product appearance may vary slightly from screen representations because of factors including:

  • display and monitor settings;

  • lighting conditions;

  • material variation;

  • print and production processes;

  • normal manufacturing tolerances.

Minor variations of this nature do not change the product's basic intended design or function and are not necessarily considered defects.

Personalization

Customers are responsible for carefully reviewing personalization information before completing an order.

This includes, where applicable:

  • names;

  • spelling;

  • capitalization;

  • dates;

  • punctuation;

  • numbers;

  • uploaded photographs;

  • uploaded graphics;

  • custom wording;

  • product options;

  • selected variations.

AlderArc generally creates personalized products using the information submitted with the order.

If a customer discovers an error after ordering, they should contact AlderArc as soon as possible.

Changes may be possible only if production has not yet started.

Once production has started, personalization changes may no longer be possible.

Customer-Submitted Content

When you provide text, photographs, graphics, names, designs, or other materials for personalization, you represent that you have the right to provide and use that content for the requested product.

You grant AlderArc the limited permission necessary to use that content to:

  • process the order;

  • create or produce the personalized product;

  • communicate about the order;

  • fulfill and ship the order;

  • provide customer support relating to the order.

This permission is limited to purposes reasonably connected with processing, producing, fulfilling, and supporting your order, unless you separately authorize another use.

Unacceptable Personalization

AlderArc may decline to produce personalization or customer-submitted content that we reasonably determine is:

  • unlawful;

  • fraudulent;

  • abusive;

  • threatening;

  • infringing;

  • defamatory;

  • otherwise inappropriate for production;

  • or something we reasonably cannot legally or operationally produce.

If an order cannot be fulfilled for such a reason, AlderArc will take appropriate steps regarding the affected order and any applicable payment.

Prices

Product prices are displayed through the AlderArc storefront in the applicable shopping currency.

Any applicable shipping charges, taxes, or other amounts collected by AlderArc will be displayed during checkout before the customer completes the purchase.

Prices, promotions, and product availability may change without prior notice, but such changes will not ordinarily alter the price of an order that has already been successfully placed and accepted, except where a clear pricing or technical error requires correction.

Payment

Orders must be successfully submitted and payment must be authorized through an available payment method before fulfillment can proceed.

Payment processing may be provided by third-party payment providers.

AlderArc does not control the processing times, authorization procedures, or other internal operations of those third-party payment providers.

Order Acceptance

Receiving an order confirmation does not necessarily mean production has begun or that every submitted order can be fulfilled without further review.

AlderArc may contact the customer where:

  • personalization information is incomplete;

  • an address appears incomplete or invalid;

  • a selected option cannot reasonably be fulfilled;

  • additional information or clarification is required;

  • fraud or payment concerns require review;

  • production or fulfillment issues affect availability.

If AlderArc is unable to fulfill a paid order and cancels it, the applicable amount collected for that canceled order will be refunded to the original payment method.

Production and Fulfillment

AlderArc operates through production and fulfillment resources and partners located in:

  • Hanoi, Vietnam; and

  • the United States.

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

  • the product;

  • destination;

  • production capacity;

  • fulfillment availability;

  • shipping method;

  • operational requirements.

A production or fulfillment location does not necessarily determine the final carrier or delivery route used for an order.

Production Time

Unless otherwise stated for a particular product, the standard processing and production time is:

5–7 business days

Production time begins after the order has been successfully received and any required order information is available for production.

Production time is separate from shipping and carrier transit time.

Shipping

Shipping is governed by our Shipping Policy.

Unless otherwise stated for a particular product or destination, AlderArc's standard order timeline consists of:

  • Production: 5–7 business days

  • International transit: 5–7 days

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

These are separate stages.

Delivery dates are estimates rather than guarantees. Actual delivery may be affected by factors outside AlderArc's reasonable control, including:

  • customs processing;

  • flight schedules;

  • carrier operations;

  • weather;

  • holidays;

  • peak shipping periods;

  • destination access;

  • other transportation delays.

Priority or expedited shipping, when available, applies only to the applicable carrier transit stage unless expressly stated otherwise.

It does not shorten the standard production period.

For complete shipping terms, please review our Shipping Policy.

Returns, Refunds and Cancellations

Returns, refunds, replacements, and cancellations are governed by our Refund & Return Policy.

Personalized and custom products

Products containing customer-submitted personalization are created specifically for the customer.

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, numbers, text, photographs, graphics, or other personalization submitted by the customer;

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

  • an incorrect size, variation, color, design, or other option selected by the customer.

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 information that the customer correctly submitted.

Non-personalized products

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

For a preference-based return, the product must meet the eligibility requirements stated in our Refund & Return Policy, including being unused, uninstalled, unmodified, and in its original condition.

Return authorization must be obtained from AlderArc before an item is sent back.

For approved preference-based returns of non-personalized products, the customer is responsible for return shipping costs unless applicable law requires otherwise.

Cancellations

Cancellation requests must be submitted within 12 hours of purchase.

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

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

Damaged, defective, or incorrect orders

Damaged, defective, incomplete, incorrect, or incorrectly personalized orders will be reviewed separately under our Refund & Return Policy.

Depending on the circumstances, the resolution may include:

  • remake;

  • replacement;

  • partial refund;

  • full refund.

Nothing in these Terms or our Refund & Return Policy limits rights or remedies that cannot legally be excluded under applicable consumer protection laws.

Intellectual Property

Content available on alderarc.com may include:

  • trademarks;

  • branding;

  • logos;

  • text;

  • graphics;

  • photographs;

  • layouts;

  • artwork;

  • product designs;

  • website designs;

  • other content owned by AlderArc or used with permission.

Access to the website does not transfer ownership of this content or grant permission to reproduce, distribute, modify, sell, license, or otherwise commercially use it unless separately authorized.

Normal personal use of the website for shopping and interacting with AlderArc is permitted.

Prohibited Uses

You may not use the AlderArc website or services for:

  • unlawful activity;

  • fraud;

  • unauthorized access;

  • attempts to interfere with website operation or security;

  • malicious software distribution;

  • infringement of intellectual property rights;

  • misuse of customer, website, or business information;

  • other unlawful or abusive use of the website or services.

We may take reasonable steps to protect the website, customers, business systems, and other users from prohibited or harmful activity.

Third-Party Services

Some parts of the AlderArc shopping experience may be provided through third parties, including:

  • Shopify;

  • payment providers;

  • shipping carriers;

  • production providers;

  • fulfillment providers;

  • analytics providers;

  • other technology or service partners.

Use of those services may also be subject to the applicable terms, policies, and privacy practices of the relevant third-party provider.

AlderArc is not responsible for the independent operation of third-party services to the extent permitted by applicable law.

Errors and Corrections

We may correct errors relating to:

  • product information;

  • descriptions;

  • availability;

  • pricing;

  • shipping information;

  • website content;

  • technical information.

If an error materially affects an order that has already been placed, AlderArc will take reasonable steps to contact the customer and provide an appropriate resolution.

Availability

We cannot guarantee that every:

  • product;

  • design;

  • option;

  • personalization combination;

  • material;

  • variation;

  • production method;

  • shipping service

will remain available at all times.

Where an ordered product or option becomes unavailable, AlderArc may contact the customer regarding an alternative or cancel the affected item or order and provide any applicable refund.

Events Outside Our Reasonable Control

Production, fulfillment, transportation, and delivery may occasionally be affected by events outside AlderArc's reasonable control.

These may include:

  • severe weather;

  • natural disasters;

  • carrier disruptions;

  • transportation interruptions;

  • customs delays;

  • government actions;

  • strikes or labor disruptions;

  • major technical failures;

  • other events that could not reasonably have been prevented.

Where such an event affects an order, AlderArc will make reasonable efforts to provide available information and an appropriate resolution where required.

Limitation of Liability

To the extent permitted by applicable law, AlderArc will not be responsible for indirect, incidental, special, or consequential loss arising solely from matters outside our reasonable control.

Nothing in these Terms excludes or limits:

  • consumer rights;

  • statutory warranties;

  • legal remedies;

  • liability for fraud;

  • or any other rights or liabilities

that cannot legally be excluded or limited.

Relationship With Store Policies

These Terms should be read together with the policies published on alderarc.com, including our:

  • Refund & Return Policy;

  • Shipping Policy;

  • Privacy Policy;

  • and other applicable store policies.

Where a store policy provides more specific terms for a particular subject, that policy applies to that subject together with these Terms.

Nothing in these Terms is intended to reduce any mandatory consumer rights provided by applicable law.

Changes to These Terms

We may update these Terms when our:

  • services;

  • products;

  • policies;

  • operational practices;

  • technology;

  • or legal requirements

change.

The latest version will be published on this page together with the updated date.

Changes apply from the date the updated Terms are published unless applicable law requires otherwise.

Contact Us

Questions about these Terms may be sent to:

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