Returns & Refunds

Damaged on arrival

Keep it. Don't send anything back and don't try to make a damaged case work. Tell us and we'll send a replacement at no charge on your next available delivery. There's no charge for the replacement and no charge for its delivery.

Missing or stolen after delivery

Our drivers photograph every drop-off, so we can usually see exactly where an order was left. If it was delivered and then taken, tell us and we'll issue a refund to your original payment method.

Never arrived

If an order is marked delivered and you can't find it, contact us before assuming it's lost — the delivery photo often solves it in a minute. If it genuinely never arrived, you choose: a replacement delivery or a full refund.

Wrong item

If we brought you the wrong case, keep it — you don't have to be home for a pickup you didn't cause. We'll bring the right one on the next delivery, and you won't be charged twice.

Coolers, stands and other equipment

Everything above is about water. A cooler or a bottle stand is equipment rather than a sealed food product, and it is not covered by the damaged-on-arrival replacement or the stolen-after-delivery refund. If something is wrong with one after it arrives, contact us and tell us what happened — we will work it out with you.

A rented cooler is different again: it stays ours, so if it stops working properly we repair or swap it at no charge — just contact us. The rental's return terms are in the Terms of Service.

How to reach us about an order

• Use our contact page or email support@tryalkaid.com.
• Include your order number — it starts with AW- and is on your confirmation email.
• A photo helps for damage claims, but it isn't required.
• Tell us within 3 days of delivery so we can still match it to the driver's route and photos.

Refund timing

Approved refunds are issued to your original payment method. We send them to Stripe, our payment processor, as soon as we've approved the claim; how quickly the money appears then depends on your bank, and is typically 5 to 10 business days.

Cancelling an order or subscription

You can cancel, pause, or skip a subscription anytime from your account, with no fee and no notice period. Changes apply to the next delivery, so if a cycle has already been billed and loaded onto a route, that one still comes. For a one-time order, contact us before it goes out for delivery and we'll cancel and refund it.