Which country do you ship from ?
The products may be shipped from China or Malaysia, etc.
What payment method does ALCHEMIST have ?
We support cryptocurrency payments.Full payment is required, and cash-on-delivery is not supported.
What courier does ALCHEMIST use for shipping and is it done by air ?
We partner with logistics companies such as UPS, DHL, FedEx, EMS, and others, depending on the destination, to provide air freight shipping from China or Malaysia. For special countries/regions, we arrange alternative logistics providers as needed.
Will I receive a tracking number after the product is shipped ?
After shipment, you will receive an email notification containing the package tracking number.
What’s the order shipping once payment paid ?
We arrange shipments based on the order of payment confirmation.
Can I modify the address after submitting the order?
If you need to modify the address after submitting an order, please submit a Support Ticket on our official website. Our staff will assist you. Once an order has been shipped, the shipping address cannot be modified.
Is possible to modify an order or request a refund after placing an order ?
After submitting an order, ALCHEMIST does not accept requests for order cancellation, partial or full refunds, changing the ordered products to different ones or different batches, or any other modifications.
How can I complete custom clearance when the package arrives at the local custom ?
After the package arrives at the local customs, the courier company will send you an email notification and guide you through the customs clearance process. Any customs delays or returns due to lack of proper documentation are the customer’s responsibility. We strongly recommend that you familiarize yourself with local customs policies and prepare all necessary customs clearance documents in advance to avoid any clearance delays or unexpected expenses.
What's the product warranty policy ?
- A warranty of 180 days is provided from the date of shipment. Within the warranty period, if you need to repair the machine, we will provide you with the address for sending it in. The shipping cost to send the machine for repairs will be borne by you, but we will cover the return shipping cost. If the warranty period has expired, we will provide paid repair services, and you will be responsible for the repair and shipping costs.
2. The warranty only applies to the original purchaser who bought the machine directly from ALCHEMIST. Once the machine is resold, warranty responsibility shifts to the reseller.
3. ALCHEMIST is not responsible for any damage caused by the user’s improper use of the product, including not following ALCHEMIST’s instructions, specifications, and conditions, or dismantling or modifying the system without prior consent from ALCHEMIST.
4. If the device needs to be sent in for repair, please submit a Support Ticket on our official website.
How long is the typical repair period ?
Once we receive the machine you send back, our repair period is one week. We will complete the repair work and send the machine back to you within a week.
Does ALCHEMIST provide a user guide ?
You can download product user manuals from our official website. The download link is on https://alchemist.supply/support/tutorial/