Frequently Asked Questions

Below are answers to the questions our customers ask most. If you don’t see yours here, contact our support team and we’ll help.

Orders

How do I place an order?

Add the items you want to your cart, then select Checkout. You can check out as a guest or sign in to your account. You’ll see a full order summary, including shipping and tax, before you confirm and pay.

Do I need an account to order?

No. You can check out as a guest. Creating an account is free and lets you track orders, start returns, save addresses, and keep a wishlist.

Can I change or cancel my order after placing it?

We begin processing orders quickly, so we can’t guarantee a change or cancellation once an order is placed. Email support@aisleroyale.com with your order number as soon as possible and we’ll do everything we can before the order ships. If it has already shipped, you can return it under our Return Policy.

I never received an order confirmation. What should I do?

Confirmation emails are sent within a few minutes of checkout. Check your spam or promotions folder first. If it still hasn’t arrived, email us with the name and email address used at checkout and we’ll confirm the order status.

What payment methods do you accept?

All available payment methods are shown at checkout before you confirm your order. Payments are processed by our payment provider over an encrypted connection; Aisle Royale never stores your full card number.

When is my card charged?

Your payment method is authorized when you place the order and charged when the order is processed. If an item turns out to be unavailable, we’ll notify you and refund that portion of the order.

Shipping and Delivery

How much does shipping cost?

Shipping is calculated at checkout based on your delivery address, the items in your cart, and the shipping speed you select. You’ll always see the exact cost before you pay. See our Shipping Policy for how rates and delivery windows are set.

How long will my order take to arrive?

Most orders are processed the same day to 2 business days, depending on the item and when the order comes in. Delivery time after that depends on the shipping service selected and your location — the estimate shown at checkout is the best guide for your specific order.

Oversized and heavy items that ship by freight need extra preparation and palletizing, so they take longer to release to the carrier. Full details are in our Shipping Policy.

Do you ship outside the United States?

We currently ship within the United States. Available destinations are shown at checkout.

I ordered something large. How does freight delivery work?

Big or heavy items ship by LTL freight instead of a parcel carrier. The freight company calls you to schedule a delivery appointment, and standard service is curbside — the driver is not required to bring the item inside. Someone must be there to receive it, and you should inspect the shipment and note any damage on the delivery receipt before signing. Our Shipping Policy walks through the whole process, including liftgate and inside-delivery options.

How do I track my order?

Once your order ships, we email you a tracking number. You can also sign in and view tracking details under My Account, or use our Track Order page.

My tracking says delivered, but I don’t have the package.

Carriers occasionally mark packages delivered a little early, so please allow 24 hours and check with neighbors and building management. If it still hasn’t turned up, email support@aisleroyale.com within 7 days of the delivery date and we’ll open a trace with the carrier.

My order arrived damaged or incomplete.

Contact us within 48 hours of delivery with your order number and photos of the item and packaging. We’ll arrange a replacement or refund at no cost to you. See the Return Policy for details.

Returns and Refunds

What is your return window?

Most items can be returned within 30 days of delivery, unused and in their original packaging. Full terms, exclusions, and instructions are on our Return Policy page.

How do I start a return?

Email support@aisleroyale.com with your order number and the reason for the return. We’ll issue a Return Merchandise Authorization (RMA) and send return instructions. Please don’t ship anything back before you receive an RMA.

Who pays for return shipping?

If you’re returning an item because you changed your mind, return shipping is your responsibility and original shipping charges aren’t refunded. If we sent the wrong item or it arrived damaged or defective, we cover return shipping and send a prepaid label.

How long do refunds take?

Once we receive and inspect your return, refunds are issued to the original payment method. Most banks post the credit within 5–10 business days of our issuing it.

Can I exchange an item instead of returning it?

Yes. Let us know when you request your RMA and we’ll arrange either a standard or an advanced replacement. Both options are explained in the Return Policy.

Products and Pricing

Are your products new and authentic?

Yes. Everything we sell is new and sourced through authorized distributors unless a listing explicitly says otherwise.

An item I want is out of stock. Will it come back?

Stock is updated continuously. Many items are restocked, but we can’t guarantee a return date for every product. Email us about a specific item and we’ll tell you what we know.

Do prices include tax?

Prices are shown excluding sales tax. Applicable tax is calculated and displayed at checkout based on your delivery address.

Do you price match?

We don’t currently offer price matching, but we review our pricing regularly to stay competitive, and we run promotions throughout the year. Subscribe to our newsletter at the bottom of any page to hear about them first.

Account and Privacy

How do I reset my password?

On the My Account page, select “Lost your password?” and enter your email address. We’ll send you a reset link.

How do you handle my personal information?

We collect only what we need to process orders and support you, and we don’t sell your personal information. Our Privacy Policy explains what we collect, how it’s used, and the choices you have.

How do I unsubscribe from marketing emails?

Use the unsubscribe link at the bottom of any marketing email, or email us and we’ll remove you. Transactional messages about orders you’ve placed will still be sent.

Still need help?

Our support team is available Monday through Friday, 9:00 AM to 5:00 PM Eastern Time. Email support@aisleroyale.com or use the form on our Contact Us page and we’ll get back to you within one business day.