FAQs

REASONS TO SHOP WITH US

- Best and largest selection of premium quality products.

- Affordable prices and great service.

- One stop shopping with reasonable shipping rates and SUPER FAST shipping withing 48 hours.

 

MY ORDER

Placing Your Order Orders can be placed through our website only.

What payment types are accepted?  We accept VISA, MasterCard, American Express, Discover Card and Paypal.  

Do I have to pay sales tax?  You only have to pay 6% sales tax if you are located in Pennsylvania State.

What if I have questions or want to change/cancel my order?  Please send us an e-mail by clicking on "Contact" link at the bottom side of the site  and we will assist you.

Coupons & Sales  Once you register your e-mail address, you will receive future announcements of member’s only sales and discount coupons.

I need a copy of my receipt/invoice  You can click the "My Account" link at the top right hand side of our site and print any of your invoices.

International Orders  We do accept international orders.

 

SHIPPING

Where do you ship from?  Our products ship from Philadelphia, PA.

How much is shipping?  Shipping is based upon the total weight and the destination. Add items to your cart and then click "Estimate shipping and tax."

How quickly do you ship?  Most orders are sent out withing 48 hours after payment. Orders that include handmade or custom items are sent out in 3 to 10 days. All orders are sent via USPS First Class Mail including Confirmation Number (Tracking Number). 

Domestic shipping time is 3-5 business days. International shipping time  is different among various countries. It usually takes 10-21 working days (up to 4 weeks) to arrive at your country since they're from opposite side of the earth. CROSS-BORDER BUYERS ARE RESPONSIBLE FOR ANY CUSTOM DUTIES, TAXES, etc. IMPOSED BY THE BUYER'S HOME COUNTRY.

We do not guarantee any delivery dates, as  we do not have control over the shipping company.  We try to give you the best information I receive from USPS. 

During the holiday season, it is advised to order early to avoid the rush!

Can I use an expedited shipping method?  Sure! We process and ship orders quickly that most folks don't find expedited shipping necessary, but if you would like to expedite your shipping please contact us.

How can I track my order?   As soon as your order is placed you will receive an order confirmation via email.  When your order is shipped you will receive an additional notification which includes your tracking number. 

My order hasn't arrived  Click the "My Account " link at the top right hand side of our site to track your order status. Be sure that all of the items in your order have shipped already. If you order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered.

Refunds and Exchanges: Your satisfaction is our #1 priority. We absolutely accept returns or exchanges if the item is defective, or not as described in our listing. This is the only reason we're able to accept refunds or exchanges, so please plan your purchases accordingly. 

Items must be returned to us within 7 days of your receiving them. Returns must have all packaging and all item pieces included. All merchandise must be returned in "NEW, UNWORN an UNWASHED CONDITION".

We'll refund cost of your item less shipping & handling charges for both ways. Your refund will be paid to you in the same manner as you paid. 

It can take around a week for your return package to reach me and be processed. You will be notified by email once your refund has been applied.

 

PRODUCT INFORMATION

Please note that all doll closes are not made by Pleasant Company/American Girl®/Bitty Baby®. We're in no way affilated with Pleasant Company LLC, American Girl®, Registered Trademark American Girl, LLC or any other doll company.

Color-Matching Every effort has been made to ensure the products have been represented as truthfully as possible. But due to variations in monitors, scanners and browsers, color and texture may vary.

Do you accept custom orders?  Yes, we love to assist you with a special order.

Are all of your fabrics re-orderable? The short answer is no. Even some of the “standard” fabrics can sometimes be difficult to find. If you plan to buy a particular fabric on a regular basis, please call or email us to be sure it is one we expect to be able to get in the future.

What happens if a product is out of stock?  If a product is out of stock (errors sometimes but rarely happen), we will notify you. You will have the option of picking a comparable product or a refund. There are no backorders.

What are Tags?  Tags are a unique feature used to make your shopping experience more fun and convenient. You can tag products as you view them and even explore what other customers are tagging.

 

MY ACCOUNT

How do I create an account?  Click the "Create an Account" link at the top right side of our site.

Then simply follow the prompts to complete setting up your account. Your information is NEVER sold to any other company and is kept completely private. Please view our Privacy Policy for more information.

How do I edit my account information?  Click the "My Account " link at the top right hand side of our site to edit your account information.

I forgot my password  Click the "My Account " link at the top right hand side of our site. Next to the login box you'll see a link that says "Forgot your password? Click here". That link will send an email to you with your password.

 

PRIVACY POLICY

We take privacy of my customers very seriously. The information we have access to is only provided voluntarily via this website or email by you. We do not give out, sell or rent any of this information to any other companies, persons or organizations. We use the information collected to fill your orders and to contact you with questions we may have about your orders or to answer questions you may have about your orders, shipping or products.

We will not contact you about any specials, new products or services unless you have signed up for our newsletter. To unsubscribe to the newsletter please click the “unsubscribe” link at the bottom of any newsletter.

 

SECURITY

This website is protected with SSL (secure socket layer) encryption, the highest standard in Internet security.

You can shop at ALENAMOKHAN.COM with confidence knowing that we strive to keep our customers 100% satisfied with all their purchases. Hundreds have enjoyed our fun, easy, secure and hassle-free site.

We love to hear from our customers!  Please ask questions!

 

Very Truly Yours,

Alena