Account

How to Register as a Member?

You can register for a free Alvin’s Club account by clicking on the “Login/Register” button to access the registration page. Use your phone number, email, Google account, or Apple ID to create an account. After registering, you can save your shipping and billing addresses for faster checkout without repeatedly entering the same details. Additionally, Alvin’s Club offers Echooo Coins rewards. Typically, for every C$1 (pre-tax) spent on products, you earn 3 Echooo Coins. Promotions and marketing campaigns may vary in rewards; please refer to the Alvin’s Club app or other marketing materials for details.

Do I need to log in before checkout?

Yes, you must log in using your free Alvin’s Club account before checking out. The platform will be referred to as Alvin’s Club below.

How can I update my account information?

Log in to your account and use the “My Account” section to update or modify your account details.

Products & Orders

How to Purchase Products

You can browse products via search, categories, recommendations, or promotional events. Add your desired items to the cart for a single checkout process. During checkout, you need to provide your shipping address and contact details. You can also enjoy special discounts and redeem Echooo Coins for savings.

What discount options does Alvin’s Club offer?

Alvin’s Club provides two types of regular promotional discounts: 1. Order-Level Discounts: Use Echooo Coins, discount codes, or coupons to reduce the total order cost. Echooo Coin deductions offer the highest discount, up to 10%. Echooo Coins can be earned through Prepaid Card cashback, daily order rebates, and other platform activities. 2. Product-Level Discounts: Special offers such as blind boxes, flash sales, limited-time offers, or bundle promotions (e.g., “$X for Y items”).

Note: A single product can only benefit from one discount type at a time. If promotions include purchase limits, any items exceeding the limit will be charged at the original price.

What payment methods does Alvin’s Club accept?

The Alvin’s Club app accepts: • WeChat Pay • Alipay • Apple Pay • Google Pay • Visa/MasterCard • Visa Debit/MasterCard Debit

Can I place an order by phone?

No, Alvin’s Club does not accept orders by phone. Please use the official Alvin’s Club app, which is the only authorized sales channel. Alvin’s Club does not have any other websites, apps, or physical stores.

How can I check my order status?

Log in to the Alvin’s Club app to check your order status. Common statuses include: • Pending Payment: The order has been created but is unpaid. Complete payment soon or cancel it via the app. • Awaiting Shipment: Payment is completed, and the order is being processed. Refund requests are still possible at this stage. • In Transit: The package is en route. Track its delivery through the app. Refunds or cancellations are not available at this stage. • Completed: The package has been delivered. Check your package promptly for any quality issues and initiate returns if necessary. • Pending Review: After completing the transaction, leave a review to assist other users and improve the platform. • Closed: The order has been canceled, and the payment has been refunded.

Special Notes

Alvin’s Club primarily serves individual consumers in Canada, U.S. and the U.K(trial phase). If an order is deemed non-retail or intended for resale, Alvin’s Club reserves the right to adjust quantities or cancel the order. Excess amounts will be refunded.

Can I change or cancel an order?

Once payment is completed: • Orders in Pending Payment status can be canceled directly through the app. Canceled items will be returned to your cart for easy reordering. • Orders in Awaiting Shipment status can be refunded upon request, though processing fees may apply. Items will not be re-added to the cart. • Orders in In Transit status cannot be canceled or changed. Contact customer service for assistance, though changes cannot be guaranteed due to logistical constraints.

Cancellation Process: 1. Go to “My Account.” 2. Click “All Orders.” 3. Select “Order Details.” 4. Click “Cancel Order.”

Can I change my address?

You can only change your address during order creation. After an order is created, modifications are not allowed. You may cancel the order and place a new one. For special cases, contact customer service for assistance, though changes cannot be guaranteed due to logistical constraints.

Will sold-out products be restocked?

Most products are restocked within 2 weeks to 1 month. Some may take longer. Use the “Restock Notification” feature in the app to receive updates on specific products.

Does Alvin’s Club accept wholesale orders?

No, Alvin’s Club serves individual consumers in Canada, U.S and the U.K. It does not support wholesale or resale orders, except for specific brand-authorized products. Alvin’s Club reserves the right to cancel or adjust orders that are deemed to be for non-personal use.

Prepaid Card

What is a Prepaid Card?

A Prepaid Card account allows you to pre-load funds, which are converted into a virtual account balance. This balance can be used across all Alvin’s Club sales channels to offset purchase amounts.

How to activate it?

Your Prepaid Card account is automatically activated upon registration.

How to recharge?

Currently, only refunds can be credited to the Prepaid Card. Future updates will include direct top-ups and gift card features.

How to view and use it?

Log in to your account and access the “Prepaid Card” section to view your balance and transaction history. During checkout, select the Prepaid Card as a payment option to cover part or all of your purchase.

Other Rules: • Prepaid Card balances can only be used for purchases within Alvin’s Club and cannot be withdrawn or converted into cash. • Balances have no expiration date. • Refunds for items purchased with a Prepaid Card will be returned to the card balance.

Echooo Coins

Please refer to the Echooo Coins usage guidelines available in the app.

Package Delivery

Detailed Shipping Information

Toronto Local Warehouse: For orders within Canada, pre-tax totals over C$39 and package weights under 6kg qualify for free shipping. Orders below the free shipping threshold incur a fee of C$4.99. Packages over 6kg will incur an additional surcharge of C$3.99 for every additional 6kg.

Guangzhou Air Freight Warehouse: For Canadian orders, pre-tax totals over C$55 qualify for free shipping. Orders below this threshold incur a C$5.99 shipping fee. Packages typically take 8–15 business days for delivery across Canada. Certain towns may require more time, and special or battery-included products may take longer. You can track your package using the Alvin’s Club app.

Shenzhen Sea Freight Warehouse: Orders with a total package weight of 10kg or more qualify for free shipping. Orders below this weight will be charged shipping fees based on actual weight. Delivery times are typically 25–35 days for standard parcels across Canada. Package status can be tracked in the Alvin’s Club app.

Hong Kong Air Freight Warehouse: Orders with pre-tax totals over C$99 qualify for free shipping. Orders below this threshold incur a C$18.99 shipping fee. Delivery usually takes 8–15 business days, with certain towns requiring more time. Battery-included or special products may take longer. Track your package using the Alvin’s Club app.

Japon Direct Shipping: Orders with pre-tax totals over C$99 qualify for free shipping. Orders below this threshold incur a C$24..99 shipping fee. Delivery usually takes 3–5 business days, with certain towns requiring more time. Battery-included or special products may take longer. Track your package using the Alvin’s Club app.

Return of Undeliverable Packages: Packages returned due to incorrect customer details (e.g., name, address errors, or absence during delivery) will require additional fees for redelivery. Alvin’s Club will contact the customer via email or phone regarding the returned package.

Delivery Methods: Shipping companies may use any of the following methods based on the delivery address: 1. Deliver the package directly to your doorstep. 2. Place the package in the parcel locker of your community mailbox. 3. Leave a card directing you to pick up the package at a designated location.

What Delivery Methods Does Alvin’s Club Use? For Canadian orders, Alvin’s Club partners with Canada Post, DHL, UPS, FedEx, and UNIUNI for air freight deliveries or sea freight services. The following delivery options are available: 1. Local Courier: 1–3 days within Toronto; add 2 days for Montreal, and longer for other provinces. 2. Standard Air Freight: 10–15 days. 3. Express Air Freight: 3–5 days (direct from Japan). 4. Express Sea Freight: 25–35 days. 5. Standard Sea Freight: 35–45 days (for large furniture).

•   Delivery times are average estimates, not guaranteed. Factors like customs delays, public holidays, or temporary out-of-stock issues may cause delays.
•   Customs clearance is beyond the platform’s control and may extend delivery times. Japanese air freight deliveries may be delayed during Japanese public holidays.
•   Packages delayed by more than 7 days beyond average delivery times will receive compensation of C$3–C$5 in Echooo Coins for future purchases. Customs clearance delays are not eligible for refunds or returns.

How to Track Packages After your order ships, use the “Order Details” section in the Alvin’s Club app to view the tracking number and monitor the delivery status. If the package status is marked “Delivered” but you have not received it, contact customer service within 7 business days to initiate an investigation with the courier.

Lost Package Exclusions The following circumstances are not eligible for package compensation: • Errors in the recipient’s name or missing property management records preventing delivery. • Incorrect, incomplete, or outdated addresses provided by the customer. • Failure to cooperate with the courier’s investigation within the specified time frame. • Delays in reporting package issues beyond the agreed-upon period (48 hours). • Proof from the courier that the package was successfully delivered to the correct address.

Customs Duties For packages shipped to Canada, Alvin’s Club covers customs duties and taxes. If prepayment by the customer is required, Alvin’s Club will reimburse the amount upon receipt of the customs invoice. If an order is deemed not for personal use or for resale, Alvin’s Club reserves the right to cancel the order or refuse to cover customs duties.

Return & Exchange Guidelines

How to Request a Return You may request a return within 30 days of receiving your package (based on the delivery date). Navigate to “My Account” > “All Orders,” select the item(s) you wish to return, and click “Request Return.” After approval, you will receive instructions for returning the item or getting a refund, which will be credited to your Prepaid Card balance (instant processing). For refunds to the original payment method, expect a 5–10 business day processing period. • Customers requesting non-defective returns must cover return shipping fees. Refunds will be issued after deducting applicable fees. • For food products with quality issues (e.g., expired, damaged, or defective), contact customer service within three days of delivery. Claims made after 72 hours will not be accepted due to verification limitations.

Important Note: Ensure the return address matches the warehouse address provided. Customers are responsible for any issues or fees arising from incorrect return addresses.

How to Request an Exchange • For defective or damaged products, provide clear photos (at least three) of the issues to customer service. • For incorrectly delivered items, Alvin’s Club will cover return shipping and provide a replacement or refund. • For minor packaging issues, Alvin’s Club offers compensation of 10–20% of the product value. Customers should mention special requirements (e.g., gift purposes) in the order notes and confirm with customer service after placing the order.

Non-Returnable Conditions The following items are not eligible for returns: • Items not reported for return within 30 days of receipt. • Used items or items that cannot be resold. • Discounted items marked as “final sale,” including limited-time offers and promotional discounts. • Food, cosmetics, custom items, swimwear, undergarments, nail art and other personal or hygiene-related products. • Items damaged by personal preference or skin sensitivity (e.g., color, scent, or product suitability).

When Will I Receive My Refund? • Refunds to your Prepaid Card are processed instantly. • Refunds to the original payment method take 5–10 business days, depending on your payment provider. Check with WeChat Pay or Alipay within 24 hours for updates.

Price Protection

Due to factors like currency exchange rates, import costs, and promotional activities, Alvin’s Club frequently adjusts product prices. If the price of a purchased product decreases within 7 days of your order, contact customer service to request a price adjustment. The price difference will be credited to your Prepaid Card balance. Note: Discounts related to Echooo Coins, blind boxes, VIP codes, or flash sales are excluded from price protection.

Quality Assurance

•   Alvin’s Club guarantees all products are authentic and handpicked by buyers. Customer service does not accept inquiries questioning the authenticity of items.
•   The official Alvin’s Club app is the only sales channel. Purchases made from unauthorized channels are not eligible for support or services.

Sales Tax

For all orders, sales tax will be calculated and applied based on provincial or state laws in Canada,U.S and the U.K.

Customer Support

For assistance or inquiries, please contact Alvin’s Club customer support via: • Email: support@alvinclub.ca • Phone: +1 437-545-1888 • Live Chat: Available through the official Alvin’s Club app or website.