Managing Your Orders

At AQUARISE INC. ("we," "us," or "our"), we strive to process and fulfill your orders as quickly and accurately as possible. This policy explains how to manage, track, modify, or cancel an order after placement, as well as how we handle address changes, order holds, and delivery exceptions.

1. Tracking Your Order

Once your order is placed, you will receive an immediate Order Confirmation Email containing your order number and summary.

  • Tracking Updates: As soon as your order ships, a Shipping Confirmation Email containing a tracking link and carrier details will be sent to you.
  • Account Dashboard: If you created an account at checkout, you can view real-time order status, tracking history, and order receipts at any time by logging in at www.leysern.com/account.
  • Guest Checkout: If you checked out as a guest, you can track your shipment by clicking the tracking link in your shipping confirmation email.

Note: Please allow up to 24–48 hours after receiving your tracking number for the carrier to update shipment progress on their portal.

2. Order Modifications & Address Changes

Our fulfillment system is designed to process orders rapidly to minimize shipping times. As a result, the window for making changes is very limited.

  • Modification Window: Request for changes must be submitted within 60 minutes of order placement.
  • Eligible Changes:
    • Updating delivery address details (e.g., unit number, street address typo).
    • Changing product variations (e.g., color, size) if the order has not yet entered processing and the requested item is in stock.
  • Ineligible Changes: Once an order status changes to "Processing," or "Shipped," we cannot alter order contents, quantities, or shipping addresses.
  • How to Request a Change: Contact us immediately at support@leysern.com or 1-877-278-2001 with the subject line "URGENT: Order Change - Order Number."

Disclaimer: We cannot guarantee that requested changes will be caught in time prior to carrier handoff.

3. Order Cancellations

Customer-Initiated Cancellations

  • Cancellation Window: Orders may be canceled within 60 minutes of placement, provided fulfillment processing has not begun.
  • How to Cancel:
    • Log into your account dashboard, go to Order History, select your active order, and click "Cancel Order" (if available).
    • Alternatively, contact customer support immediately at support@leysern.com.
  • Post-Fulfillment: If your order has already been processed or shipped, it cannot be canceled. You may instead return the item upon arrival in accordance with our Return & Refund Policy.

Merchant-Initiated Cancellations

AQUARISE INC. reserves the right to cancel any order prior to shipment under the following circumstances:

  • Stock Inaccuracy: Unforeseen inventory shortages or damaged warehouse stock.
  • Verification / Fraud: Unverified billing information or high-risk flags identified by our payment gateway.
  • Pricing / System Error: Inaccurate product details, missing information, or inadvertent pricing errors.

If we cancel your order, you will be notified immediately via email, and a full refund will be issued to your original payment method. 

4. Delivery Issues & Address Errors

Scenario

Resolution & Responsibility

Incorrect Address Entered by Customer

If an order is returned to us due to an invalid or incomplete address supplied at checkout, the customer is responsible for re-shipping fees. Original shipping fees are non-refundable.

Carrier Redirection / Rerouting

Requests to reroute packages after shipment must be handled directly through the carrier (e.g., USPS Informed Delivery, UPS My Choice, FedEx Delivery Manager). Additional fees charged by the carrier are the responsibility of the customer.

Unclaimed or Refused Packages

Packages returned to us because they were unclaimed or refused at delivery will be processed as a standard return. Shipping costs will be deducted from any store credit or refund.


5. Order Holds & Backorders

  • Backordered Items: If an item in your order becomes temporarily out of stock, we will contact you via email with an estimated ship date. You may choose to wait for restock, swap the item, or receive a prompt refund for the out-of-stock item.
  • Partial Shipments: For multi-item orders with backordered items, we may ship available items first at no extra charge, following up with the remaining items as soon as they arrive in stock.

6. Pre-Orders (Optional — include if applicable)

  • Payment: Pre-order items are charged in full at checkout to secure your inventory allocation.
  • Estimated Ship Dates: Pre-order ship dates are estimates and subject to change due to manufacturing or logistics updates. We will send regular status updates regarding any schedule changes.
  • Combining Items: If your cart contains both pre-order items and in-stock items, your order may be held until all items are ready to ship, unless separate shipping is selected at checkout.

Contact Us

If you need assistance managing an active order or tracking a shipment, please reach out to our support team:

  • Email: support@leysern.com
  • Phone: 1-877-278-2001
  • Support Hours: Monday – Friday, 9:00 AM – 5:00 PM CST