Shipping Policy

Except in cases of high-volume orders, we process all fulfillable orders on the same day (excluding weekends and holidays) if they are received before the cut off time. The cut off time for processing orders on the same day is 2:00 PM Central Standard Time (CST). Orders are considered fulfillable if the order is paid in full without a fraud alert AND all device configuration information is completed (if your order requires device configuration information).

Device configuration information is information that is required for our team to properly fulfill your order depending on the products you purchase. (For example, we need to know what zip code in which each of your cellularly-connected products are being installed or used. This information affects which version of the device we ship to you.) Not all orders require device configuration information, but most orders will require it.

You will receive a shipment notification when your order has shipped. Depending on your preferences, you will receive this notification via the email address that you provided at checkout and/or via SMS at the mobile telephone number you provided at checkout.

Occasionally, due to high volumes of orders, we are unable to fulfill all orders by our standard 2:00 PM Central Standard Time cut off time. Regardless of surging volumes of orders, we endeavor to ensure that all orders are fulfilled in a timely manner.

Shipping Carrier Delays

Occasionally there can arise various shipping delays due to unforeseen postal service or other transportation-related problems outside of our control. Please check the FedEx’s Shipping Alerts page before you checkout on our site. The FedEx Shipping Alerts page can be found here: https://www.fedex.com/en-us/service-alerts.html

Domestic Shipping Rates and Estimates

We offer simple flat rate shipping to the United States excluding Alaska and Hawaii.

The estimated delivery time is an estimate only. We do not guarantee the delivery time on any package or shipment. The estimated delivery time is calculated from the date the package is received by FedEx, and not calculated from the date the order was placed.

We offer calculated rate shipping to the US states of Alaska and Hawaii. Please proceed to checkout for estimated shipping rates for Alaska and Hawaii.

Local delivery

We do not offer local delivery or in-store pickup options.

International Shipping

We do not offer shipping outside of the United States. Our products and their cellularly-connected services are not currently intended to operate outside of the United States.

Customer Instructions

If you have special instructions for your order, please send those to us via web chat or by emailing us at support@allaware.com in a timely manner. Please include your order # in the email subject line and any special instructions.

We do not guarantee any special instructions will be followed during fulfillment. We use reasonable efforts to follow any instructions that you send in a timely manner – either before checkout, during checkout, or within the hour after checkout.

We may attempt to reach out to you via email, phone, or SMS to validate or clarify any requests or instructions that you send to us. You accept that this can cause delay in the fulfillment of your order(s) and may affect the delivery date of your package(s). If we are unable to contact or communicate with you in a timely manner, we will either delay shipment until contact is made or deny any special instructions that you have given and ship your package according to our normal standards.

We do not ship single orders to multiple addresses. If you need to ship your products to more than one shipping address, please create one order per shipping address to which you want to ship your products. Use the same email address for each order to ensure that all devices will work under one account login on your mobile device.

Multiple Packages

For orders that have multiple products, we reserve the right to send multiple packages in the mail at various shipping times. We use reasonable efforts to send all products in one package with one tracking number. However certain variables (such as product inventory, or device configuration information) may cause us to send part of your order to you before fulfilling the remaining part of your order. We will contact you if this is required for fulfilling your order.

How do I check the status of my order?

When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available. 

If you haven’t received your order within 10 days of receiving your shipping confirmation email, please contact us at support@allaware.com with your name and order number, and we will look into it for you. Please note that orders shipped using Ground Shipping outside the continental United States (e.g., Alaska and Hawaii) may take longer than 10 days.

Visit the Order Confirmation page to see your FedEx tracking number once it is available. You can find this Confirmation page in the Order Confirmation email that we send to you after your checkout is complete.

Signatures

We require orders over $1,000.00 USD to have a signature upon delivery.

Shipping to P.O. boxes and APO/FPO

We do not ship to P.O. boxes or APO/FPO addresses.

Refunds and Returns

You must contact us for a Return Merchandise Authorization before shipping your products back to us.

We accept RMA requests up to 30 days after delivery to the shipping address specified in the applicable order, if the item is unused and in its original condition, and we will refund the full order amount minus the original shipping costs for the return. You are responsible for the shipping cost to return your items.

In the event that your order arrives damaged in any way, please email us as soon as possible at support@allaware.com with your order number and a photo of the item’s condition. We address these on a case-by-case basis, but will try to work towards a satisfactory solution.

You can learn more about our Return Policy by viewing the full policy here: https://allaware.com/policies/refund-policy

If you have any further questions, please contact us at support@allaware.com or by chatting with us via web chat. 

Last updated: October 12, 2022