FREQUENTLY ASKED QUESTIONS

• What is your return policy?

  If you don't love your Alice and Eli stuff, simply send it back within 30 days for a full refund. We'll even pay for the shipping in the US! Returning items is easy and you don't have to answer any questions. Just email us at sales@aliceandeli.comto start the return.

• How can I cancel an order?

  If you wish to cancel your order, please contact us through our toll-free number at 1 833-946-1969, Monday to Thursday, 8 am - 8 pm ET, Friday 8 am - 7 pm ET, and Saturday 9 am - 12 pm ET. You can also email us at sales@aliceandeli.com, or use the live chat on our website.

  Please note that we ship out orders the same day if they are placed before 1pm ET (Monday through Saturday). So if you want to cancel, make sure to do it before 1pm. Otherwise, wait until you receive your package and then you can start the return process for a refund.

• How long does shipping take?

  We offer multiple shipping methods, including standard shipping, expedited shipping, and express shipping. Most standard shipping orders arrive within 3-4 business days in the US.

• Why don't your products come with measuring spoons?

  We formulate our products so they can be easily measured with the measuring spoons you already have at home. That means less plastic waste and a greener future for dogs, their humans and all beings.

• Are your ingredients organic?

  We do our best to use organic ingredients whenever possible and we avoid products grown in China. 

  Some things can’t really be ‘organic’ or aren’t necessary (such as hyaluronic acid and collagen). For these ingredients, we always make sure they are responsibly manufactured and come from clean sources. But all of our fruits, veggies and greens are 100% certified organic.

• How do I save with AutoShip?

  AutoShip & Save is our unique and tail-wagging program to make your life easier and ensure your furry friend never runs out of their favorite supplements.

  With AutoShip, you can easily set up recurring deliveries of your dog's essentials. Simply choose your desired products and delivery frequency, and we'll take care of the rest! Here's how it works:

  1. Save Money: Get 15% off every AutoShip order. 
  2. Never Run Out: No more running out of stuff for your dog at the last minute. You get to decide how often you want your deliveries, and we make sure your dog always has what she needs.
  3. Super Convenient: Say goodbye to last minute trips to the store or ordering online. We bring your dog's supplies right to your doorstep when you need it.
  4. Easy To Change: We understand your dog's needs can change. AutoShip is flexible, so you can adjust your order, change quantities, or pause and resume shipments whenever you want. All with the click of a button! Click here to manage your shipments.

  Learn more about AutoShip.

• How do I pause or cancel an AutoShip order?

  It’s easy to make your AutoShip perfect for your dog! Here's how:

  • Pause Your Order: Log in to your Alice and Eli account and go to the Subscribe & Save members section. You can easily pause your upcoming deliveries with just a few clicks. If you're going on vacation or need a break, pausing gives you control over your orders.
  • Modify Your Order: Maybe your dog's needs have changed or you want to adjust how often or how much you receive. No worries! You can customize your delivery preferences anytime. Just go to your account, find the Subscribe & Save members section, and make the changes that suit your dog best.
  • Cancel Your Order: If you want to cancel, contact our customer service team through our toll-free number or email. Our friendly representatives will help you cancel your subscription.

  We understand that things can change, and we're here to make sure you're taken care of.

• Where does my order ship from?

  US and international orders are shipped from our Hockley, Texas location while Canadian orders ship from Ontario.

• How Do I Change My Order?

  If you would like to change your order, please contact our friendly Customer Service Team at 1 833-946-1969. You can also email us at sales@aliceandeli.comor use the chat on our store website!

• What should I do if I encounter difficulties while placing an order?

  If you're experiencing any technical problems on our website, give us a call. Our support team is available to assist you by phone from Monday to Thursday, 8 am - 8 pm ET, Friday 8 am - 7 pm ET, and Saturday 9 am - 12 pm ET. You can also email us or use the chat on our store website.

• What should I do if I'm unable to complete the checkout process?

  If you've entered all the required info correctly but are still unable to complete the checkout process, we may need more information for a security check. Please call during our support hours (Monday to Thursday, 8 am - 8 pm ET, Friday 8 am - 7 pm ET, and Saturday 9 am - 12 pm ET) to verify your information.

• Can I place my order over the phone?

  Absolutely! If you prefer to place your order over the phone, feel free to call our toll-free number at 1 833-946-1969. Our friendly Customer Service team is available to assist you during our phone line hours: Monday to Thursday, 8 am - 8 pm ET, Friday 8 am - 7 pm ET, and Saturday 9 am - 12 pm ET.

• What payment methods do you accept? How can I pay for my order?

  We accept Visa®, MasterCard®, American Express®, Shop Pay, Apple Pay, Google Pay, and select other credit cards. All information submitted through our checkout is encrypted, so you don’t need to worry about your information getting hacked and stolen!

• How will the charge appear on my credit card statement?

  The charge for your order will be displayed on your credit card statement as: “SP Alice & Eli”.

• How quickly do you process orders?

  If you place your order before 1pm ET from Monday to Saturday, we'll ship out your package on the same day.

• How can I be sure that shopping on Alice and Eli is secure?

  We take your information security seriously. We use a high level encryption at our checkout to protect your personal information from being stolen. For more information, check our Privacy Policy to see how we handle your data.