Frequently Asked Questions
Your questions answered, your issues resolved
Order & Returns
What is Alorairnest’s return policy?
To view our full return policy, visit our Return Policy page. Returns are accepted within 30 days of purchase, subject to eligibility. If the product has a manufacturing defect, a full refund or replacement will be provided, with Alorairnest covering return shipping. For non-defective returns, customers are responsible for shipping costs. Returns are subject to inspection, and original packaging is recommended for warranty purposes.
How can I initiate a return?
To start a return, first check your eligibility by reviewing our Return Policy or reaching out to our support team at 1-(888) 990 – 7469 (Monday to Friday, 7:00 AM – 4:00 PM PST) or by emailing [email protected].
Can I cancel or modify my order?
Canceling an Order: You can cancel an order by logging into your account, selecting the order, and clicking Cancel Order. If your order has not yet been processed, we can cancel it for you. If it has already shipped, cancellation is no longer possible, but you may return the item after receiving it.
Modifying an Order: If you need to correct your shipping address or adjust your order, please reach out to us immediately after receiving your order confirmation. Changes can only be made before the order is shipped.
Need to return a unit but don’t have the original box?
The product must be returned in a box, but it doesn’t have to be the original packaging. If you no longer have the original box, a heavy-duty box can be purchased from your carrier or a local retailer. Please note that the warranty does not cover packaging.
How long does it take to receive my refund?
Once the refund has been approved and initiated, it typically takes 3–10 business days for the funds to be returned to your account. Processing times may vary depending on your bank institution.
What should I do if I receive the wrong item?
If you receive the wrong item, please provide photos of the product, including the outer packaging, barcode, and tracking number. Also, include your shipping address and phone number for verification. Once confirmed, we will send you a return label to return the item. For assistance, contact us at [email protected].
Shipping & Delivery
How long will my product take to be delivered?
After your payment is confirmed, orders are processed and shipped within 1–2 business days. Delivery times vary based on your location and the courier service but generally range from 5–14 business days. A tracking number will be provided once your order ships.
What locations does Alorairnest ship to?
We offer free shipping within the continental United States. Shipping to Alaska and Hawaii is not included. We will soon expand to Canada, the UK, and Australia.
How can I track my order?
Once your order ships, we’ll email you a tracking number with a link to check its status. You can also enter the tracking number on the logistics website. If updates are delayed, don’t worry. It may take a few days for the carrier to update tracking.
I purchased two or more items, but only one is shipped?
Some items ship separately due to inventory or shipping logistics. So your items may arrive separately (You won’t be charged extra, and the rest of your order is on the way). Please allow 1-3 days for additional tracking updates. If you dont see updates after a few days, please contact us with your order number.
Warranty & Registration
Do I need to register my warranty?
Registering your product for warranty is required before use. This ensures we have a record of your proof of purchase, helping to facilitate any future warranty claims. Additionally, you’ll receive important updates and notifications about your product.
What is the warranty on my products?
We provide a robust 6-year limited warranty on our products for your peace of mind. It’s our commitment to quality and durability. To activate your warranty and ensure we have your details on file, please be sure to Register Your Product after purchase. For complete warranty terms, please see our Product Warranty.
How do I register my warranty?
To register your warranty, complete the Warranty Registration Form online, ensuring all information is filled out completely and accurately, or mail your warranty registration card to: 14752 Yorba Ct, Chino, CA 91710. Once submitted, you will receive a confirmation email confirming that your warranty has been successfully registered.
When does the warranty coverage begin?
The warranty coverage begins on the date of purchase. To ensure proper record-keeping, we recommend submitting your Warranty Registration on our website after receiving the product. If registration is not completed, the warranty period will still be based on the purchase date.
Where can I get my product serviced?
If you need to have your machine serviced by a technician, it must be eligible for warranty service. Please contact our support team or fill out the Repair Request Form. Once your request is submitted, a representative will reach out to you with further steps within one business day.
Repair & Troubleshooting
Why is my dehumidifier making excessive noise?
If your dehumidifier is making excessive noise, first confirm whether it’s normal operational noise or an abnormal sound. If it’s abnormal, it could be due to the fan hitting other components during operation, or internal damage caused during transportation. Check the unit’s exterior for any signs of impact, and verify if there’s any unusual sound when the fan is running. If you find foreign objects or damage inside, we recommend contacting our customer support team for further inspection or repair services.
My dehumidifier is leaking water. What should I do?
Water leakage from a dehumidifier is usually caused by a damaged pump housing, a loose or detached drainage pipe, or a damaged water collection tray. First, check whether the drainage pipe is securely attached and free from loosening or detachment. If there is no problem with the drainage pipe, the issue might be with the pump housing or the collection tray, in which case, replacement of the damaged parts may be required. Also, check if the water pipe is blocked or collapsed, as this can prevent proper drainage. If the issue persists, we recommend contacting our customer support team for further assistance.
My dehumidifier is not dehumidifying and no water is coming out. What could be the cause?
If your dehumidifier is not dehumidifying and no water is being discharged, first check to see if an E5 error code is displayed, which could be caused by a refrigerant leak. If no error code is displayed, confirm that the fan and compressor are operating properly. Also, check if the humidity setting is lower than the actual humidity value. If the setpoint is too high, the dehumidifier may not work. You can set the machine to CO continuous operation mode and observe if water is discharged. If the problem is still not solved, we recommend contacting our customer support team for inspection.
Technical Support
What should I do if my machine is not turning on?
If the machine is not turning on, please check the following:
1. Confirm that there is power to the machine.
2. If there is no power, check if the outlet is working by testing it with another device.
3. If the machine has power but is still not running, verify the set humidity level. If the humidity in the environment is below the set point, the unit will not operate.
If the issue persists, refer to the User Manual for further troubleshooting guidance or contact our support team.
How do I troubleshoot an error code on my unit?
For immediate troubleshooting, check the User Manual, browse our FAQs If the issue persists, you may need to initiate a warranty claim, which could involve returning your unit for service. To get started, simply fill out the Repair Request Form.
What is the difference between SLGR, LGR, and Conventional dehumidifiers?
Conventional dehumidifiers remove moisture by cooling humid air over refrigerated coils, causing condensation. They work well in moderate humidity but become less effective in extreme conditions.
LGR (Low Grain Refrigerant) dehumidifiers are designed for high-humidity environments such as flood restoration. They use an enhanced cooling system to extract more moisture than conventional models.
SLGR (Super Low Grain Refrigerant) dehumidifiers go a step further by incorporating a pre-cooling system, which allows them to perform well in both high and low humidity environments. They are ideal for mold remediation, flood restoration, and demanding industrial settings.
