FAQ
Welcome to the Probably Aliens help desk. Below are the most common questions about our products, orders, shipping, returns, and payments. If you can't find what you're looking for, email support@probablyaliens.com — we typically reply within 1 business day.
1. About Probably Aliens
Q1. Who is Probably Aliens?
Probably Aliens is an online apparel brand specializing in graphic tees, hoodies, sweatshirts, and accessories for fans of sci-fi, UFO culture, and quietly curious humor. We're operated by [Your Legal Entity Name], headquartered at [Your Registered Address].
Q2. How are your products made?
All Probably Aliens products are produced using a print-on-demand (POD) model. Each item is custom-printed only after you place your order. Our trusted fulfillment partners handle production, quality control, packaging, and shipping.
Q3. Why does this matter?
Because every product is made-to-order, we reduce waste, offer a wider design library, and ensure each item is freshly produced and quality-checked before being sent to you.
2. Orders
Q4. How do I place an order?
Browse our collections, select your size and color, click 'Add to Cart,' and proceed to checkout. You'll receive an order confirmation email within minutes of completing your purchase.
Q5. I didn't receive an order confirmation email — what should I do?
Most often this happens because the email address was entered incorrectly at checkout, or the email landed in spam. Check your spam/junk folder first. If you still can't find it, email support@probablyaliens.com with your full name and approximate order time so we can locate your order.
Q6. Can I change or cancel my order?
• Within 24 hours of purchase: Full cancellation and refund available, provided production has not yet started.
• After production starts: Only the shipping fee can be refunded.
• After your order has shipped: Cancellation is no longer possible.
To request a change or cancellation, email support@probablyaliens.com as quickly as possible.
Q7. Can I ship one order to multiple addresses?
No. Each order ships to a single address. To send items to different recipients, please place separate orders.
3. Shipping & Delivery
Q8. Where do you ship?
We ship worldwide, including to PO Boxes and US Military APO/FPO addresses.
Q9. How long will my order take?
• Processing time: 1–3 business days (Monday–Friday)
• Standard shipping (US): 4–5 business days after processing
• International: 7–15 business days after processing
• APO/FPO: May take up to 45 additional days due to military mail routing
Total estimated delivery for US customers: 5–8 business days in regular seasons. Delivery may be longer during peak holiday seasons.
Q10. How much does shipping cost?
We offer flat-rate standard shipping of $6.00 USD for US orders. International rates are calculated at checkout based on your destination. Free shipping is available on US orders over $75.
Q11. How do I track my order?
Once your order ships, you'll receive a confirmation email with a tracking link. Please allow 2–4 days after shipment for the carrier to scan and update tracking information.
Q12. Why is my tracking not updating?
This usually means the carrier has not yet scanned the package into their system, or there has been a temporary delay (weather, customs, peak season). If tracking has not updated for 30 days, contact us — your order may qualify as lost in transit.
Q13. I ordered multiple items but only received one. Why?
Because each item is custom-produced, items in the same order may be printed and shipped separately so they reach you as quickly as possible. The remaining items are on their way.
Q14. What if my package is marked 'delivered' but I didn't receive it?
Please contact your local carrier first to file a claim, and let us know — we'll assist where possible. We cannot refund packages confirmed delivered by the carrier.
4. Returns, Refunds & Replacements
Q15. What is your return policy?
Because our products are custom-made on demand, we accept returns and refunds only for issues caused by us or our fulfillment partner, including:
• Wrong item, size, design, or garment brand received
• Print defects (blurry, peeling, mis-scaled, off-center)
• Print color differs noticeably from the mockup
• Damaged, torn, stained, or defective garments
• Embroidery defects
• Visible white underbase on print edges
• Actual size differs from our published size chart by more than 3 cm
• Lost in transit (no tracking update for 30+ days)
• Out-of-stock items shipped without prior notification
Q16. When are refunds NOT issued?
• Wrong size, color, or design selected by the customer at checkout
• Incorrect or incomplete shipping address provided by the customer
• Change of mind
• Minor color variation between mockup and printed item (normal for digital printing)
• Damage caused by the customer after delivery
• Packages refused or not picked up
• Claims submitted more than 14 days after delivery
• Delays caused by customs, weather, or other force majeure events
Q17. How long do I have to file a claim?
• Misprinted / defective / wrong items: within 7 days of delivery
• Damaged packages: within 72 hours of delivery
Q18. How do I request a refund or replacement?
Email support@probablyaliens.com with:
• Your order number
• Clear photos or videos of the issue (good lighting)
• A photo of the shipping label
• A short description of the problem
• Proof of measurement (only for sizing claims)
Our team will respond within 1–2 business days.
Q19. How long do refunds take to process?
Once approved, refunds are issued to the original payment method within 5–10 business days. Your bank or payment provider may take a few additional days to display the funds.
Q20. What about EU customers?
Under Article 16(c) and (e) of EU Directive 2011/83/EU, the right of withdrawal does not apply to personalized or made-to-order goods. Probably Aliens reserves the right to refuse refunds at its discretion for such items, except where the product is defective.
5. Payment
Q21. What payment methods do you accept?
We accept Visa, Mastercard, American Express, Discover, PayPal, Apple Pay, Google Pay, and Shop Pay. Available options may vary by location and device.
Q22. Is payment on Probably Aliens secure?
Yes. All payments are processed through trusted, PCI-compliant third-party providers. We do not store your full credit card information on our servers.
Q23. What currency are prices listed in?
All prices are displayed in US Dollars (USD) unless otherwise stated. Currency conversion or foreign transaction fees, if any, are charged by your bank or card issuer.
Q24. My payment was declined. What should I do?
Please verify that your card details, billing address, and available funds are correct. If the issue continues, contact your bank or payment provider directly.
6. Products & Sizing
Q25. How do I choose the right size?
Please consult our Sizing Chart. All measurements are taken by hand, so please allow a 1–3 cm tolerance. For the most accurate fit, compare measurements with a t-shirt you already own and love.
Q26. Will the actual color match what I see online?
We make every effort to display product colors accurately, but minor color variations may occur due to monitor settings and the nature of digital printing. Slight tonal differences are normal and not eligible for a refund.
Q27. How should I care for my Probably Aliens apparel?
For best results: machine wash cold inside-out with similar colors, tumble dry low, and avoid ironing directly over the print. Do not bleach or dry-clean.
Q28. Are aliens real?
We're not saying it's aliens. But it's probably aliens.
7. Contact Us
• Email: support@probablyaliens.com
• Phone: +1 (209) 441-1372
• Address: 1500 N Grant St, Denver, CO, 80203, United States
• Hours: Monday – Friday, 8:00 AM – 6:00 PM (GMT-7)
We aim to respond to all inquiries within 1 business day.