ABOUT COVID-19

Due to increased volume and the impact of COVID-19, we are experiencing delays in processing and shipping. Therefore, your order may take longer than usual to arrive and we are working diligently to get them to you as quickly as possible.

 

Shipping Status

95% of orders are shipping normally
We're processing a high volume of orders under strict warehouse safety protocols.

 

Customer Service

We have temporarily moved to email for all customer service inquiries. Contact us here

 

The email you received with your tracking information is the best resource for updates and the timing of your order delivery.  You can check the current status of your order on the order status page by entering the email address you used at purchase, along with your 7-digit order number.

 

 

If you were logged into a registered account when you purchased online, you can also view your order history and status on the My Account page.

 

In addition, we assure you that any shipping delays will not impact your return or exchange time frame. All returns and exchanges are based on the date your order was delivered.

 

 

We understand our guests may have questions about their experience with Alimensgentle as we navigate the COVID-19 coronavirus pandemic. We will keep this section on our website updated frequently with latest developments. If you have a question that isn’t answered , please contact our customer service service@alimensgentle.com

 

We thank you for your patience as we fulfill orders as quickly and safely as possible and apologize for any inconvenience.

 

 

 ADDITIONAL INFORMATION

• Orders are processed Monday-Saturday (excluding holidays).
• Orders placed after the cutoff are processed and shipped the next business day.
• Orders are not delivered Saturdays, Sundays or holidays.
• Orders to APO/FPO ship free over $99 via Standard Shipping, and typically take 2-3 weeks.
• We do not offer shipping to P.O. Boxes.

 

FAQ:

Q: Will my order be delayed?

A: There may be a slight delay with your order, but rest assured it is on its way to you.
We are following local government guidelines which are ever-changing, please keep checking your tracking for updates to your order. If an order is failed to be delivered,our team will personally contact your regarding a refund or re-shipment.

Q: I cannot access my delivery point, can I cancel my order?

 

A: 1.Your order will be fully refunded if it’s cancelled within 24 hours of purchase and before shipment.

2.For orders cancelled after 24 hours of purchase but before shipment, a 15% cancellation fee is applied.

3.If your order has been dispatched and is in transit, we are unable to process the cancellation.

Please keep an eye on your tracking to follow the progress of your parcel. 

Q: My question hasn’t been answered, who can I contact?

A: Above all, we are here to support you. If we haven’t answered your question above please get in touch with service@alimensgentle.com. Or leave a message in our facebook page or instagram page, we will process it promptly.

 

Q: Do you anticipate supply shortages?

 

A: We are well stocked to meet your needs and confident that we will remain so. We are maintaining both our inventory and our means of delivery so our products will continue to be available. Our robust, diversified supply chain originates from U.S. domestic suppliers and various other regions that have not been significantly impacted by the coronavirus. While Chinese factories experienced delays after the Chinese New Year, our Chinese suppliers are now running above 60-percent capacity. With increased demand, we may experience some product delays or shortages. However, we anticipate we will be back to our normal supply chain by mid-to-late summer of this year. For large orders, contact our Strategic Accounts team directly. One of our account specialists will assist you in meeting all your departmental needs. Contact them M-F 8:30AM-4:30PM CT here.

 

Q: How are you handling products and product inspections in regards to the virus?

 

A: We are relying on the CDC for guidance and following normal inspection protocols for products unless the CDC releases a statement outlining a different procedure. Dr. Nancy Messonnier, Director of the National Center for Immunization and Respiratory Diseases (NCIRD) at the Center for Disease Control, has stated, "In general, because of poor survivability of these coronaviruses on surfaces, there is likely very, very low risk of spread from products or packaging that are shipped over a period of days or weeks at ambient temperatures."

 

Q: Can the virus be transmitted from imported products?

 

A: The CDC has stated, "There's no evidence to support transmission of the virus via imported goods." The World Health Organization (WHO) also confirms stating, "Even though the new coronavirus can stay on surfaces for a few hours or up to several says (depending on the type of surface), it is very unlikely that the virus will persist on the surface after being moved, traveled, and exposed to different conditions and temperatures."

 

Q: What safety precautions and sanitation steps are you taking in your distribution center?

 

A: We are adhering to strict safety precautions at all our locations. It is mandatory for our warehouse employees to wear masks and gloves whenever on the premises. All shifts are broken into groups of less than 10 people, with each employee maintaining a distance of 6 feet apart from each other. We utilize plexiglass coverage at every packing station. Heavy sanitation and cleaning takes place at the end of every shift.