1Can I change or cancel my order after placing it?
Orders can only be changed or canceled before they ship. Once shipped, orders are considered final due to the sensitive nature of our products.
2What if my package is missing items or contains incorrect products?
f your order arrives with missing or incorrect items, please contact us promptly and include clear photos of the items received, the packing slip, and the outer packaging.
For quality assurance purposes, all orders are photographed with their corresponding invoice and shipping label prior to shipment. Once the issue is reviewed and verified against our fulfillment records, we will reship the correct items at no additional cost.
3What if I enter the wrong shipping address at checkout?
Customers are responsible for ensuring that all shipping information entered at checkout is accurate and complete. Ascend Amino is not responsible for delivery issues resulting from incorrect or incomplete address details provided by the customer.
If a package is returned to sender due to an address error, we may reship the order once it is received back, subject to additional shipping costs. We recommend contacting the carrier directly to request a reroute or forwarding when possible.
4What if my package is lost, stolen, or delivered to the wrong mailbox?
Adding Route Shipping Protection provides coverage for lost, stolen, or damaged packages. If Route is not selected, Ascend Amino is not responsible for any lost, stolen, or damaged packages once the carrier takes possession of the shipment.
Please note: All claims, replacements, or shipping-related issues must be filed directly with Route, as they handle all order protection and claims resolution.
5Do you offer package insurance or shipping protection?
Yes. We offer optional Route Shipping Protection at checkout. When selected, Route provides coverage for eligible lost, stolen, or damaged shipments in accordance with their terms and conditions.
If Route Shipping Protection is not selected, Ascend Amino is not responsible for lost, stolen, or damaged packages once the shipment has been handed over to the carrier.
6Do you accept returns?
Due to the nature of our products, we cannot accept returns. However, we will resolve any issues with your order promptly.
7Do you issue refunds?
Refunds are handled on a case-by-case basis by our customer service team. Provide the following info when asking about a refind: -Order number -Issue with order (including pictures)
8When will my order ship?
Order placed before 4 PM PST ship the same day (Monday-Friday), 1 PM PST Saturdays, and orders placed on Sunday will be shipped out first thing Monday morning. Delivery typically takes 2-5 business days depending on your location.
9How long does shipping take?
We offer multiple shipping options to accommodate different delivery needs. Priority Shipping typically delivers within 2–5 business days, while Express Shipping typically delivers within 1–5 business days, depending on the carrier and destination.
All delivery timeframes are estimates provided by the carrier. Once an order has been shipped and handed off to the carrier, we are not responsible for delays, interruptions, or transit issues outside of our control.
