FAQs
01. What are your opening hours?
We are open from 10 AM to 4PM EST (New York time), from Monday to Friday. We are closed on weekends and all public holidays.
We man our online store, our emails, our FB and IGs pages, our phones etc only during opening hours. If you do send an email or text us over the weekend, we will revert as soon as we can when we are back at our desks on Monday morning.
02. How long does it take for us to process an order?
We endeavor to ship out orders as soon as possible but it can take up to 3 business days to process your order. If there is an inventory issue we will endeavor to notify you within a working day. We do not ship on weekends. Fulfillment for pre-orders depends on what was posted.
03. Can we add products to an existing order / pre-order or revise one?
Yes! You do not have to place a new separate order. For eg, if you have a pre-order and would like to add an accessory to it, just let us know and we will revise the order for you.
And if you would like to change the backpack you ordered for another variant, we can help you with that too (as long as the variant is in stock)! Please do not place a new order and request we cancel the first.
04. Restocking Fees
Alpha One Niner has seen a drastic increase in “Serial Returners”. Instead of completely banning those customers as some retailers have done, we will now implement a restocking fee for certain returns to offset the cost.
All accounts are given three (3) returns without being charged a restocking fee (you are still responsible for the return shipping). Returns due to a defective product or our processing error do not count towards the return count.
Once three (3) returns have been used, Alpha One Niner will charge a 15% restocking fee for each item being returned. 15% of the cost of each item, for eg, if a bag is $100, the fee will be $15.
05. Cancellation fee for canceled pre-orders
We will levy a $15 a cancellation fee for any pre-order before delivery.
06. Can I return a Pre-Order after it has been received?
Of course! With any products, except for the Specials, you have 30 days to return it as long as it is unused, clean and with labels. Please review our RETURN policy.
07. What shipping options do you provide?
Our products are warehoused and shipped from several locations depending on the product. Domestic shipping offered is Standard (approximately 2-5 days). International shipments options or Standard or Expedited.
***Please note that USPS Priority Mail shipments are NOT guaranteed 2-3 days deliveries. Additionally there has been many times when their tracking page does not show the necessary updates until the package has been delivered. Please understand that once a package leaves our facility, the responsibility is then in the hands of the carrier - we have no control of package information.
Here's a separate page on our SHIPPING POLICY, please read.
08. Are pouches and accessories seen in images included?
No, they are NOT. These are used in the photos to show mounting or setup options, for eg, on our Evades and Pathfinders. Some of these are available separately.
09. Do you offer free returns?
No we do not, you are responsible for the return postage UNLESS it is covered under warranty.
10. Where are your products made?
All our products are made in our own product development and production studio in Saigon, Vietnam using materials sourced from locally, the US, Korea and Taiwan.
11. Are import duties and taxes included in your shipping rate for foreign orders?
We are currently using Market Pro to support international orders. Where applicable, they will charge you the necessary import duties and/or taxes. We have no control over any of these. For countries where they are not registered in, you may incur at destination and this may include but not limited to import duties, taxes and custom brokerage fees.
12. Can I combine orders?
No we can no longer offer these services since shipping is being handled by multiple fulfillment facilities.
13. Can I be notified when a product becomes available?
Absolutely! If you select the color option that is not available on that product page, a notice pops up 'OUT OF STOCK......We will notify you when this product becomes available.'. Enter you email address and click NOTIFY ME. And when the product becomes available, we will email you.
14. Do we offer LE - Mil - Agency (see restrictions below) discount?
Yes we do! All we ask is for you to email use from your work email address or send a copy of your ID. Upon receipt we will email you a discount code to be used during the checkout process.
Yes we extend our discount to 1st Responders!
Restrictions:
A. In order to utilize the discount, you must contact us to get the discount code prior to placing an order. We can NOT give discounts on orders already placed.
B. Discounts cannot be used for items on sale or any products offered as part of a collaboration.
C. For the US, discounts are for both active personnel and veterans. For international, discounts are offered to active personnel only.
15. How long does it take you to process a RETURN?
Once we've received the package we usually take up to 3-4 days to get your return processed.
16. How do I return a product / order?
Start your return process HERE.
17. What if you received the wrong product or a product is missing?
First, allow us to apologize for that inconvenience. We will do our best to get that order corrected as soon as realistically possible. Please send us an email with your order number and the item that is incorrect or missing, and we will get it resolved! ***Please note this must be done within 30 days of shipment.