Order Issues

How to contact us

Customer Service: service@aicook.cc

Marketing Inquiries: marketing@aicook.cc

When will my order ship?

We ship most in-stock items within 72 hours of receiving your order.

When your order ships, we will send you a shipping notification with tracking information.

How to track my order?

Log into "My Account" then click on "My Orders". In "My Orders", you will be able to get an overview of your order history and status.

Can I cancel my order?

We begin processing your order immediately upon receipt and are unable to make any changes to the order once it is processed.

This includes changing an address, changing a shipping method, and adding, replacing or removing items from your order.

I bought one more item, why only receive one?

Orders may be split across multiple shipments, and items ordered together may not be shipped on the same day.

How to use the discount code?

Enter the code in the "Discount code" section of the checkout page and click the "Apply" button.

Why the discount code is invalid?

The reason why the discount code is unavailable is as followed:

1. the discount code is incorrectly entered, please make sure you fill in the correct discount code.

2. the discount code has certain restrictions, such as the order amount, or specific products.

3. the discount code is expired.

Payment

Is it secure to pay online through your website?

We DO NOT store any of your information.

Your payment is processed securely through our payment system.

What payment methods do you accept?

We currently accept PayPal and all major debit/credit cards.

(UseePay, Visa, Mastercard, JCB, American Express, Discover, Diners Club)

After Sales Problems

What is your warranty policy?

We offer 24 months warranty. Please check out our WARRANTY PAGE for full details.

What if I received a damaged or wrong product?

We make optimum efforts to ensure that all products delivered are of the best quality.

However, if you receive a damaged or different item, please email us at service@aicook.cc.

Can I return it if I don’t like it?

If you are not satisfied with your purchase, you may contact us within 30 calendar days of the date your parcel was delivered to you.

Please be sure to include a copy of your invoice or shipping confirmation.

For more details about returns, refunds, and exchange, please visit RETURN POLICY. 

When can I get refund?

Refund may take 3~5 business days to process however it may still depend on bank refund process.

I found the price of my order reduces. Can I apply to refund the price difference?

In terms of this condition, we offer a price protection service in order to protect the rights and interests of consumers. 

Orders placed within 7 days can be refunded for the price difference.

Warranty & Returns/Refunds

Warranty

1. 30-Day Money Back

If you feel that the product is not suitable for you, you are welcome to return your undamaged product and packaging within 30 days purchase and receive a full refund for any reason. Read the return policy for details.

2. 24-Month Warranty

AICOOK warrants every product for 24-month from the date of original purchase against defects in material and workmanship.

We provide warranty service for products that have been determined to be defective, including repair and replacement.

3. Lifetime Technical Support

AICOOK offers basic technical support over all of our products.

You can contact our Customer Service anytime and anywhere. All of your concerns will be addressed within 24hrs.

Warranty Exclusions
1. Abuse or misuse.
2. Use of improper/ unregulated voltage or power supply.
3. Improper/ incorrectly performed maintenance or repairs.
4. Damage resulting from the external environment such as accident, alteration, misuse, abuse, fire, flood.
5. Abrasion and appearance damage, such as scratches, dents, chipping, or other surface damage.

Important Notice
1. Do not ship your item to us without a return authorization.
2. You are responsible for returning shipping charges.
3. We are not responsible for items lost or damaged in shipment so you should package the item in proper and insurance for loss or damage when you return the item.
4. Once we receive your item, determining your repair requirements covered by our warranty, we will repair or replace your product.
5. If we determine your repaired requirements under our Warranty Exclusions, you are responsible for the unit for a fixed charge and any return charges.
6. If you needs warranty service, please contact us at service@aicook.cc.

Returns/Refunds

Thank you again for ordering www.aicookhome.com website’s (following call we or the site) products. We take our 100% Satisfaction Guarantee seriously and hope you are happy with your purchase. If our product is not exactly right for you, you can return, exchange or refund any product.  

 

1.RETURNS

1.1.Returns within 30 Calendar Days 

To start a return, you can contact us at service@aicook.cc. If your return is accepted, we’ll send you a return shipping label, as well as instructions on the way and location to ship your package. Return items without first requesting are not be accepted. 

 

- Unworn or Unused 

To be eligible for a return, your item must be in the same condition that you received it such as unworn or unused, tags included, original packaging Retained, and accessories. Simply contact service@aicook.cc with your order number, video, or picture proof. 

 

- Damages and Issues 

If you notice your product was delivered damaged or incomplete, or have the following situations, contact us immediately. 

(1) defective; (2) damaged; (3) the wrong item 

You can request a return, exchange, or repair by contacting service@aicook.cc with your order number, video or picture proof of the damage and two express lists. 

 

1.2.Returns after 30 Calendar Days 

If the 30-day returns window has passed, and your product is still under warranty, call us to request and schedule repair services. Fees may apply. 

 

2. EXCHANGES

If you want to replace the product for other reasons, we offer free of charge in exchange. 

(1)color; (2)product quality 

The fastest way to ensure you get what you want is to return the item you have. Once the return is accepted, you can make a separate purchase for the new item. 

 

3. REFUNDS

3.1. Refunds within 5 Calendar Days 

Once your return is received and inspected, we will email you a notification of receipt. We will also notify you of the approval or rejection of your refund.  

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of 3-5 business days. However, it may still depend on the bank refund process. 

 

4. NOTES

Delivery, shipping and service fees will not be refunded. 

We will not be responsible for the item damaged, excessively dirty, or the original packaging lost. We are only responsible for the expenses caused by the product quality, the freight, and other expenses that must be prepaid by the buyer. 

Once your product has been received by us, please allow approximately some days to process your refund, less any return fees or adjustments. Refunds will be issued to the card used for your purchase. If you have not received your refund after two weeks, please contact us at service@aicook.cc with your order number. 

We reserve the right to refuse refunds or exchanges that do not comply with our Returns Policy. 

 

5. CONTACT US

AICOOK team would always strive to assist you with better service. If you have any questions about your packages situation above, please feel free to contact us through the following methods: 

(1) Customer Service: service@aicook.com 

(2) Our LiveChat APP on the website page 

(3) AICOOK Official Social Channels 

     - Facebook @spiceupyourday 

     - Instagram @aicook_official 

*Note: Please login to your account or check your confirmation letter for more shipping updates.