Aha Neon FAQs

Aha Neon FAQs

Account and Login

What should I do if I have trouble logging in?

  1. Check Login Details: Ensure your username is the email address you registered with.
  2. Forgot Password: Select "Forgot your password?" on the Sign In page, complete your registration details, and choose "Reset your password."
  3. Browser Cookies: Make sure your web browser accepts cookies.
  4. System Maintenance: If the site is undergoing maintenance, wait 30 minutes and try again.
  5. Contact Customer Service: If you still can't access your account, contact our Customer Service Department. We will assign a new password, which you can change once logged in.

Shopping Cart and Orders

What should I do if I want to add or remove items in the cart?

  • View Cart: Sign in, click on the shopping cart icon at the top right of the page to view all items.
  • Remove Items: Click the "Remove" button next to the item you want to delete.
  • Change Quantity: Enter the new quantity in the "Qty" column.

How do I change or cancel my order?

  • Before Delivery: Send your order information and product details to support@ahaneon.com. We will handle the request within 2 working days.

Payment

What payment methods do you accept?

  • Credit Cards: Visa, MasterCard, American Express, JCB, Discover
  • PayPal

After making a payment, can I change my billing or shipping information?

  • Before Dispatch: Contact our Customer Service Department as soon as possible. If the package hasn't been dispatched, we can update the address.
  • After Dispatch: Changes cannot be made if the package is already in transit.

How do I know if my payment has been received?

  • Notification Email: We will send you an email notification.
  • Order Status: Check the status by logging into your customer account on our store. If payment is received, the status will show "Processing."

Why am I being asked to "Verify" my payment?

  • For your protection, our payment verification team processes your order to ensure all transactions are authorized. Future purchases will be prioritized.

Shipping

Do I pay for shipping?

  • No, we offer free shipping worldwide.

How do I change my shipping address?

  • Before Dispatch: Contact our Customer Service Department as early as possible during the order processing stage.
  • After Dispatch: Changes cannot be made if the package is already in transit.

How do I know if my items have been shipped?

  • We will send a notification email to your registered email address. The tracking number will be available within a few days of dispatch.

How do I track my order?

  • Use the tracking number provided to check the delivery status via the Aha Neon tracking tool.

Why is my tracking number invalid?

  • Tracking information appears 2-3 business days after dispatch. Possible reasons for invalid tracking include:
    • The shipping company hasn't updated the status.
    • The tracking code is incorrect.
    • The parcel has been delivered long ago, and information has expired.
    • The shipping company removed the tracking history.
  • Contact Customer Service with your order number for assistance.

When will I receive my items?

  • Delivery times vary by shipping method and destination country. Delays caused by unforeseen events will be handled to ensure a positive solution.

What if I don't receive my order?

  • Contact the carrier to confirm the delivery address. Provide us with your phone number to file a claim with the carrier. The search process usually takes one week.

What if I receive a damaged order?

  • Send photos of the damaged item with valid order information to our customer service team. We will respond within 24 hours and help resolve the issue.

 

After Sales FAQs

How can I cancel my order, before and after payment?

Cancellation before payment:

  • If you have not yet paid for your order, there's no need to contact us to cancel it. Orders are not processed until a matching payment is received.
  • If your order is more than a week old and remains unpaid, you will not be able to "reactivate" it by sending a payment. Instead, you will need to submit a new order with an updated shopping cart, as prices and shipping rates may have changed.

Withdrawing an order after payment:

  • Contact Customer Service: If you have already paid for your order and want to cancel it, contact our Customer Service Department as soon as possible.
  • Order on Hold: If you're uncertain about an issue or wish to change your order, contact our Customer Service Department to put the order on hold. This will suspend the packaging process while you make your decision.
  • Dispatched Packages: If the package has already been dispatched, it cannot be canceled or changed.
  • Adding Products: If you want to add products to an existing order, there's no need to cancel the entire order. Contact our Customer Service Department to process the updated order, usually without additional fees.
  • Early Processing Stage: If your order is still in the early processing stage, you may be able to change or cancel it. You can request a refund or use the payment as credit for future orders.

How can I return purchased items?

Before returning any items, please follow these steps:

  1. Contact After Sales Service: Provide the following information:
    • Original order number
    • Reason for the exchange
    • Photographs clearly showing the problem with the item
    • Details of the requested replacement item (item number, name, and color)
    • Your shipping address and phone number
  2. Agreement and RMA Number: We must agree to accept the returned item and provide an RMA number. Items sent back without prior agreement will not be processed.
  3. Return Note: Include a note in English with your order number or PayPal ID to help us locate your order information.
  4. 30-Day Return Window: The return process must be initiated within 30 calendar days of receipt. Returned products must be in their original condition.

Under which circumstances would an item be eligible for exchange or return?

Quality Issues:

  • Items found to be materially defective must be returned in the same condition within 30 calendar days of receipt. The product must be unwashed, unworn, and with all original tags affixed. Buyer negligence or items without tags will not be accepted for a refund.

Mis-shipment:

  • We will exchange products if the item received does not match the order (e.g., wrong color or style). Perceived color differences due to monitor settings will not qualify for an exchange.

Return and Exchange Policy:

  • All returned or exchanged items must be returned within 30 calendar days.
  • Only eligible products will be accepted for return or exchange.
  • We reserve the right to refuse returns or exchanges of items that have been worn, damaged, or had tags removed. If an item is deemed unacceptable for return, it will be sent back to the customer.
  • All product packaging must be intact and undamaged.

Where do I return the item?

  • Contact Customer Service: After reaching a mutual agreement with our Customer Service Department, you will receive instructions on where to send the item(s).
  • RMA Confirmation: Once we receive the item(s), we will confirm the RMA information and review the item condition.
  • Refund or Exchange: If criteria are met, we will process a refund or send a replacement item as requested.

For more details, read our returns policy.

Contact Us

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