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Order Information

What is my order status?

If you have placed an order with us, you can always check the status of your order by logging into your customer account. To login to your account, navigate to www.aladdin-pmi.com/login and enter your username and password. Once logged in, select Recent Orders. Here you will see a listing of your most recent orders. Select Show Details to see your order details. Here you will see your Shipping Status. If your order has shipped, you can find your Shipping Tracking Code here as well.

What payment methods can I use?

We accept Credit Card payments through our secure payment gateway. We currently accept Visa, Mastercard and American Express.

Does my billing address have to match the address on file with my credit card?

For your financial protection, we require that your billing address match the billing address of the credit or debit card that you wish to use during checkout.

Why is my credit card being rejected?

If your credit card is not working with our checkout process, please first check the following:

- You entered the information Correctly.

- Your address that you used matches the one that you have on file.

- You have not reached your credit limit.

- Your card has not expired expired.

What to do now?

Double check that you’ve entered all your information correctly. If you are still being rejected, then contact your credit card company. If your card has been flagged for anything illegal or suspicious, they will likely get in touch with you.

How do I get a copy of my invoice?

If you have placed an order with us, an order confirmation will be sent automatically to your customer email address. You can retrieve a copy of this invoice by logging into your customer account. To login to your account, navigate to www.aladdin-pmi.com/login and enter your username and password. Once logged in, select Recent Orders. Here you will see a listing of your most recent orders. Select Show Details to see your order details. To resend an invoice receipt, select Resend Receipt. A copy of your invoice will be sent to your account email.

What do I do if I forget my account password?

To retrieve a forgotten password, you can navigate to the Sign In button in the upper right hand corner of the site and select the Forgot Password link. You will then be prompted to enter your Email Address.

Once you select Reset, an auto generated email will be sent with a “reset Password” link.

When you select the Reset Password link, you will be directed to the Reset password page. Here you can input and save your new password.

How will you know where and how to send my physical product?

During the checkout process, you will be prompted to select the following:

- Enter your shipping address that you wish your order to be sent to.

- Select a shipping option.

Your products will be shipped to you to your specified shipping address by the selected shipping method.

Shipping Information

I live outside the US. Do you ship to my country?

 At this time we only ship orders within the US, including Hawaii, Alaska, and US territories. Orders must also be returned from within the U.S.

When will my backorder ship?

Although we try to maintain inventory of all products in the warehouse, occasionally an item will be backordered. Normally, additional stock will become available within a week. You will receive an email as soon as your product ships. If you purchased using a credit card, you will not be charged until your order has been shipped.

Can I change my shipping address?

Unfortunately, you cannot change your shipping address after you submit your order. Orders with physical shipments are immediately sent to the fulfillment agency when they are submitted and our system can no longer retrieve or change them. If your shipment is not successfully delivered it will be returned to the fulfillment warehouse and a credit will be made to your account.

Can I change my shipping method?

Unfortunately, you cannot change your shipping method after you submit your order. Orders with physical shipments are immediately sent to the fulfillment agency when they are submitted and our system can no longer retrieve or change them

Has my order shipped?

If you have placed an order with us, you can always check the status of your order by logging into your customer account. To login to your account, navigate to www.aladdin-pmi.com/login and enter your username and password. Once logged in, select Recent Orders. Here you will see a listing of your most recent orders. Select Show Details to see your order details. Here you will see your Shipping Status. If your order has shipped, the status of your order will be “Shipped”.

How do I get my tracking number?

To retrieve your tracking code for an order you have placed with us, you can log into your account. To login to your account, navigate to www.aladdin-pmi.com/login and enter your username and password. Once logged in, select Recent Orders. Here you will see a listing of your most recent orders. Select Show Details to see your order details. Here you will see your Shipping Status. If your order has shipped, you can find your Shipping Tracking Code here as well.

Product Questions

Are your products BPA-free?

Absolutely! How we make our products is just as important as how they function. As a result, we test all products to ensure that they are BPA-free.

What is vacuum insulation?

Vacuum insulation is the process of removing the air between an inner and outer wall to provide better insulation performance. For our vacuum insulated products, we provide thermals – i.e. how many hours will it keep liquids hot or cold.

What is double wall insulation?

Double wall insulated products feature an inner and outer wall. As a result, beverages stay cold or hot longer than they would in a single wall vessel. Also, it helps prevent sweating (although they may still form sweat/condensation if they go through an extreme temperature change).

What is the difference between leak-proof and leak-resistant?

Our leak-proof items have been tested to ensure that they are leak-proof. This means you can put them into your bag and not worry. Our leak-resistant items are meant to prevent spills. Although we don’t recommend that you put your leak-resistant product in your bag, we do think they make great car-cup and desktop mugs. We will not label and item ‘leak-proof’ unless it has been put through rigorous testing.

How should I clean my product?

Please check the bottom of your product to see if it is dishwasher safe. If not, we recommend hand washing. Sometimes your product may need a deep clean; for that we recommend letting a mixture of one part baking soda and one part warm water soak for up to an hour. After rinsing out this mixture, clean with mild detergent.

Is my product dishwasher safe?

Please check the bottom of your product – it will indicate that is it dishwasher safe, if it is. For any products that are dishwasher safe, we always recommend that you put them on the top rack. Please hand-wash any items that are not dishwasher safe.

Can I put my product in the freezer?

Other than the ice pod that comes with our Insulated Kids Snack Kit, we do not recommend putting any of our products in the freezer. Liquids expand as they freeze and your item will not return to its original shape (let’s be honest, most of us don’t). This expansion can result in damage to your Aladdin product that will affect its functionality.

Is my product covered under a warranty or guarantee?

All Aladdin products are guaranteed to be free from defects in workmanship or material under normal use. This guarantee does not apply to normal wear and tear or accidental breakage resulting from bumping or dropping of the product. To see if your product qualifies for a replacement under this guarantee, please contact us.

Where are your products manufactured?

Our headquarters is located in Seattle, WA, though we have offices all over the world to service and support our customers. Our products are responsibly manufactured in China. We source materials from all over the world. Click here to learn more about how we manufacture our products.

Returns and Cancellations

How do I request a refund?

Call customer service at 800-251-4535, 7am-5pm PST Monday-Friday

How do I cancel my order?

Call customer service at 800-251-4535, 7am-5pm PST Monday-Friday

When will I see my credit appear in my account?

Call customer service at 800-251-4535, 7am-5pm PST Monday-Friday

Can I get a replacement order?

Call customer service at 800-251-4535, 7am-5pm PST Monday-Friday

How do I ship my return?

Call customer service at 800-251-4535, 7am-5pm PST Monday-Friday

Have more questions? Email us!

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