Questions about buying stuff on alivenotdead.com? Email us at 
and we'll answer your question right away!
Haven't Received an Ordered Item?
All virtual goods, membership, and ticketing should be processed within an hour after you have completed your order. Shipped goods typically take 7-14 days to ship upon receiving your order. Items paid by e-check (on Paypal) will typically take 3-5 additional days to clear processing. If you still haven't received your ordered item, please contact us at .
Refunds and exchanges
If you would like to get in touch with us regarding a refund or exchange for any reason, please send an email to . You will be provided with instructions on how to receive a full refund or exchange as well as instructions for any items requiring return to alivenotdead.com.
Virtual goods and flame membership: All refunds must be made within seven days of placing your order. We do not accept refunds after the seven day period.
Digital Downloads: Downloads are non-refundable and non-exchangeable once purchased.
Online tickets: All returns must be made as long as we are contacted 72 hours prior to the ticketed event.
Shipped goods: All returns must be made within 60 days of placing your order. We do not accept returns or exchanges after the 60 day period.
Please be sure to include as much of the following information as you know to :
- Transaction date(s) (mm/dd/yy):
- Transaction amount(s) in dollars (include currency: e.g. $200 HKD):
- Real name (first and last) of the buyer:
- Billing address (including country):
- Shipping address (including country) if applicable:
- Email address used to make the purchase (if applicable):
- Your username (if applicable):
- Refund or Exchange?
- Requested Item to Exchange for (if applicable):
- Reason for Refund or Exchange:
We will process your request within 24-48 hours of receiving it, but it generally takes 2-15 days for the payment company (i.e. Paypal, 99bill, or credit card company) to apply the refund to your account. In some rare cases, refunds may take up to four weeks to complete even after we have processed them. We will notify you via e-mail of your refund once we've received and processed your request.
If you are asking for an exchange, we will send your replacement item(s) at no charge. Please email us your request first and we will inform you whether the item(s) is available.
If you are asking for a refund, you will only be reimbursed for the item(s) returned. The original shipping cost is non-refundable.
Please note: You will be responsible for the shipping charges associated with sending the return back.
All returned items must be in the original condition you received them in. We do NOT accept back washed items. If a washed item is returned, we will refuse it and ask you to pay to have it returned to you.
Fraud/Unauthorized Transactions
Don't recognize the charge on your bank statement? Please contact us at IMMEDIATELY! We want to make sure we find the person who used your credit card (or Paypal account) Please note that in most instances, we find that unauthorized charges were made by someone related to the cardholder, usually a child or other adolescent family member. If you would like, you can ask around your home before contacting us.