Lost in transit?
If your order's tracking information shows that it has been lost in transit, call us at 202-507-7635 or email us at Shop@AILA.org. We'll send a replacement, free of charge.
For help locating your order's tracking number, visit our Help Center article, Where can I find shipping and tracking information for my order?
Lost after delivery?
First, start an investigation with the courier. Start by visiting https://www.ups.com/. Enter the tracking number of your order near the top of the page.
Scroll to the bottom of the next page. Click on "File a claim" and complete the form on the next page to start the investigation. Note you will be prompted to provide the number of items in your order and the value of each item.
Call us at 202-507-7635 or email us at Shop@AILA.org to inform us of developments with the investigation as they occur. We'll send a free replacement once the investigation is under way.
Received a defective or incorrect item?
If there's a printing error or other defect with your order, or if you received an item you did not order, email a picture of the defective/incorrect item to Shop@AILA.org. We'll send a free replacement and a shipping label for you to send the item back to the warehouse.
Sent to an old address?
You are responsible for ensuring that the shipping address is correct prior to completing your order. If your order was sent to an outdated address and you are unable to retrieve your order, AILA will process a refund once the item is returned to the sender.
Contact Shop@AILA.org for more information.