Refund and return policy

If you find any reason for dissatisfaction with your order, please reach out to us. At AILONGCITY, we are committed to ensuring our customers' complete satisfaction with the products sourced from our suppliers. If you have concerns regarding any aspect of the product or our company, the contact process remains the same for addressing them.

How do I initiate a return for all or part of my order?

Should you choose to return any items within 30 days, please note that we will process the return within 5 days of receiving the products. However, we are unable to reimburse return shipping costs.

Here's how the return process works for all items:

1. Email us at service@ailongcity.com indicating your intention to return all or part of your order.
2. Inquire with our customer service team regarding the acceptance of your return. You may also obtain a return address (please note: this may differ from the original shipping address) from our website.
3. If your return is accepted (within the specified timeframe), adhere to the following instructions: securely package the items in their original packaging.
4. Ship the package to the provided return address.
5. Share the tracking code with our customer service team.
6. Upon receiving and inspecting your package within 5 days, we will issue refunds for the returned items using the original payment method.

Additionally, items meeting any of the following criteria cannot be returned:

1. Pre-ordered or bulk items are ineligible for returns.

Damaged Upon Arrival:

In the unfortunate event that your product arrives damaged, it's possible that transportation caused the issue. If you receive a damaged or defective item, please notify us within 30 days of receipt for return instructions.

For serious issues, kindly email us a photo of the damaged portion of the item. Ensure the photo is taken on a flat surface, clearly showing the label and defect. We will then advise accordingly.

For defective items, we offer a one-time replacement at no cost. If the defect recurs, a full refund will be issued.

For queries regarding items damaged upon arrival, please contact us at service@ailongcity.com

Can I return items without prior contact?

No, you must contact us before initiating a return, as the return address may differ from the original shipping address.

How can I reach out to you?

You can reach us via email at service@ailongcity.com. Our team at Hiker Footwear operates seven days a week and endeavors to respond promptly to all inquiries.

What should I do if my order is damaged?

Take a photo clearly depicting the item's poor quality or the damaged section. Ensure the photo is taken on a flat surface, clearly showing the label and defect.

Should you receive a damaged or defective product, please contact us within 30 days of receipt. After this period, the product will not be eligible for return.