FREQUENTLY ASKED QUESTIONS

At Alegbone, operated by Ozana LLC, we want customers to shop with clear information before placing an order.

Below are answers to common questions about ordering, shipping, tracking, payment, returns, refunds, and customer support.

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1. HOW DO I PLACE MY ORDER?

To place an order, choose your preferred product, select the available size, color, and quantity, then click “Add To Cart.”

Follow the checkout steps to enter your shipping information, review your order, choose your payment method, and complete your purchase.

Once your order is placed successfully, you will receive an order confirmation email.

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2. HOW LONG DOES ORDER PROCESSING TAKE?

Handling Time: 1 to 5 business days
Processing Days: Monday – Friday

After your order is placed, our team needs time to verify the order details, review payment status, prepare the product, perform basic quality checks, pack the order, and hand it over to the shipping carrier.

Orders are not processed on weekends or federal holidays.

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3. HOW LONG WILL IT TAKE TO RECEIVE MY ORDER?

Our total estimated delivery time is 6 to 15 business days.

This includes:

Handling Time: 1 to 5 business days
Transit Time: 5 to 10 business days
Total Estimated Delivery Time: 6 to 15 business days

Orders placed after the daily cut-off time, on weekends, or on federal holidays may begin processing on the next business day.

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4. WHAT IS THE ORDER CUT-OFF TIME?

Our daily order cut-off time is 5:00 PM Central Time (CST).

Orders placed before 5:00 PM Central Time will begin processing on the same business day.

Orders placed after 5:00 PM Central Time will be recorded and processed on the following business day.

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5. HOW MUCH DOES SHIPPING COST?

We offer a simple shipping rate for orders placed through our website.

Standard Shipping Fee: $5.99 for orders under $150
Free Shipping: Orders over $150 qualify for free shipping

The shipping fee will be clearly displayed at checkout before customers complete their payment.

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6. WHERE DO YOU SHIP FROM?

Orders are fulfilled and shipped to the shipping address provided by the customer at checkout.

Estimated handling and transit times are listed in the questions above, and tracking information is provided in your shipping confirmation email.

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7. HOW CAN I TRACK MY ORDER?

Once your order has been processed and shipped, we will send a shipping confirmation email with your tracking number and tracking link.

Please allow 24 to 48 hours for tracking information to update in the carrier’s system after the shipping confirmation email is sent.

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8. MY TRACKING NUMBER IS NOT WORKING. WHAT SHOULD I DO?

Tracking information may take 24 to 48 hours to appear in the carrier’s system after shipment.

If your tracking number does not update right away, please wait and check again later.

If tracking still has not updated after a few business days, please contact us at support@alegbone.com with your order number so our support team can assist you.

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9. I NEED HELP WITH A LATE ORDER. WHAT SHOULD I DO?

If your order is delayed beyond the estimated delivery timeframe of 6 to 15 business days, please contact us at support@alegbone.com.

When contacting us, please include:

• Your full name
• Order number
• Email address used to place the order
• Tracking number, if available

Our support team will review the issue and assist you with the next steps.

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10. CAN I CHANGE MY SHIPPING ADDRESS AFTER PLACING AN ORDER?

If you need to change your shipping address, please contact us immediately at support@alegbone.com.

We can only update the shipping address if the order has not yet been processed or shipped.

If the order has already been processed or shipped, we may not be able to change the address, reroute the package, or stop delivery.

Customers are responsible for providing a complete and accurate shipping address at checkout.

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11. WHAT PAYMENT METHODS DO YOU ACCEPT?

We accept the payment methods displayed at checkout, which may include:

• Visa
• Mastercard
• PayPal
• Other available secure payment options shown at checkout

All payments must be completed through our secure checkout page.

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12. WHEN WILL MY CARD BE CHARGED?

Your card or selected payment method will be charged when your order is successfully placed at checkout.

If your payment is not approved, your order may not be completed.

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13. IS MY PAYMENT INFORMATION SECURE?

Yes. Payments are processed securely through trusted third-party payment providers.

We do not store full credit card numbers or complete payment credentials on our own systems.

Our website uses secure checkout technology to help protect customer information during payment.

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14. CAN I CANCEL MY ORDER?

Customers may request an order cancellation within 24 hours after placing the order.

To request a cancellation, please contact us as soon as possible at support@alegbone.com with your order number.

Once an order has entered processing, fulfillment, or shipment, we may not be able to cancel it.

If the order has already shipped, customers may follow our return process after receiving the order.

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15. WHAT IS YOUR RETURN POLICY?

We accept return requests within 30 days after the order is delivered.

To be eligible for a return, the item must be:

• Unused and unworn
• Clean and in the same condition as received
• Free from dirt, odor, stains, damage, or signs of outdoor wear
• Returned with original packaging, tags, accessories, and shoe box if included
• Returned with proof of purchase, such as the order number or order confirmation email

To start a return, please contact us at support@alegbone.com.

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16. WHO PAYS FOR RETURN SHIPPING?

For general returns, including size issues, change of mind, wrong size selected by the customer, or personal preference, the customer is responsible for return shipping costs.

Alegbone will provide support and cover return shipping if the return is caused by our error, including:

• Wrong item received
• Wrong size or color sent by us
• Damaged item received
• Defective item received
• Missing item caused by our fulfillment error

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17. WHEN WILL I RECEIVE MY REFUND?

Once we receive and inspect your returned item, we will notify you whether the refund is approved.

If approved, the refund will be issued to the original payment method.

Please allow 5 to 10 business days after refund approval for the refund to appear on your bank statement or payment account.

Processing times may vary depending on your bank, card issuer, or payment provider.

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18. WHAT SHOULD I DO IF I RECEIVE A DAMAGED, DEFECTIVE, OR WRONG ITEM?

Please inspect your order when it arrives.

If you receive a damaged, defective, or incorrect item, please contact us at support@alegbone.com within 7 days after delivery.

Please include:

• Order number
• Clear photos of the item
• Photos of the packaging, if damaged
• A short description of the issue

Our team will review the issue and provide the appropriate solution.

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19. ARE YOUR SHOES MEDICAL PRODUCTS?

No. Alegbone sells everyday casual footwear only.

Our shoes are not medical devices and are not intended to diagnose, treat, cure, or prevent any medical condition.

Any comfort-related product information is provided for general shopping guidance only.

Customers with specific foot conditions, injuries, or medical concerns should consult a qualified healthcare professional before choosing footwear.

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20. HOW CAN I CONTACT CUSTOMER SUPPORT?

If you have questions about products, sizing, shipping, tracking, returns, refunds, or your order, please contact us:

Store Name: Alegbone
Business Operator: Ozana LLC
Business Address: 5555 N Lamar Blvd, Austin, TX 78751, United States
Support Email: support@alegbone.com
Customer Support Hours: Monday – Friday, 9:00 AM – 5:00 PM Central Time
Average Response Time: Within 24 business hours

For faster support, please include your order number when contacting us about an order.