Q: The item I want to order is out of stock. How long will it take to be back in stock?
A: If you’d like to find out when something will be back, send an email to info@alderandalouette.com,and we’d be happy to look that up for you. In your email, include the item and any sizes or colors, if applicable.
Q: May I pre-order an item that is out of stock?
A: Yes, you may (if it has a preorder button)!If there is no preorder button, send us an email at info@alderandalouette.com, and we can set up an order for you.
Pre-Order Policy
Purchase preorder items separately from in-stock items if you don’t want your items held waiting for the preorder to come in. If you purchase them together, they will ship together, in mostcases. If you separate your orders, they will ship separately.
Q: May I special order items?
A: If you’d like special quantities or colors, or if you don’t see what you want, contact us by email or text to see if we can find and order these items for you. We’re happy to help! info@alderandalouette.com or 360-358-3387
Q: Do you offer gift wrapping?
A: At this time, we don’t offer gift wrapping.
Q: Do you sell gift cards or certificates?
A: We do! We sell physical andelectronic gift cards. Once an electronic gift card is purchased, we send the gift card code through email to the email address you provided at checkout. You may then forward the code to whomever it is intended. Physical gift certificates purchased will be mailed to the shipping address provided.
Q: Can a sale price be applied to an order placed before or after a sale?
A: Unfortunately, we can’t apply discounts to orders placed before a sale began or after a sale ended.
Q: An item I wanted to buy sold out during a sale. Do you offer rainchecks for the sale price?
A: We don’t offer rainchecks, and sale prices are limited to items on hand during sale dates.
Discounts and Promo Codes
Q: I found a discount code for your shop online but it doesn’t work. Why?
Only Promo Codes and Discount Codes sent through official Alder & Alouettecommunication channels are valid.Promo and discount codes found on other websites that we don’t own are not valid and weretransmitted or created without our knowledge or permission.
Canceling Orders
Q: May I cancel or change my order after it’s been placed?
A1. : Whether or not the cancellation is possible depends upon where your items are in the processing and shipping process.
If you placed an order and then changed your mind,please contact us in writing via e-mail as soon as possibleinfo@alderandaloeutte.com. You may also text us at 360-358-3387. We will see where your order is in the process and let you know if it’s possible or not.
A2: Cancellation if Your Order Hasn’t Shipped Yet
If your order has been processed, but not shipped, there maybe a smallrestocking feeto cover the cost of packing your order and the card processing fees we cannot recover.If there is a fee, it’llbe deducted from your refund when we cancel and refund your order.Currently, this fee can beup to 3% of your purchase price. An example is a $10 purchase that is canceled may incur a fee between $0 up to 0.30 cents.
A3: Cancellation if Your Order Has Already Shipped
If the order has shipped, we’re unable to cancel the order as it’s already on its way. See the return policy after this point to find out more information about returns.
Sales Tax
Q: Do you charge sales tax?
A: Currently, we only charge sales tax in Washington State. If you’re in a state where we don’t charge sales tax, you’re required to keep up with that purchase total and report it to your state under their State Usage Tax system.
Credit Card versus Debit Card
Q: Why do you recommend paying with a credit card instead of a debit card?
A: We recommend paying with a credit card instead of a debit card for a couple of reasons. Many credit cards offer extra insurance on products when purchased with a credit card. This is a nice, extra perk on your side in case the postal service or other delivery service loses or damages your package. We’re not responsible for loss or damage caused by theshipping service.
In addition, because of internet fraud, some orders may be declined through our payment processor as a security feature to protect you based on certain filters, like address verification. If this happens and you used your debit card, your bank may put a hold on those funds until the transaction is no longer pending. This could take several days and during that time, those funds won’t be available to you. We don’t have control over this and unfortunately, can’t help you if this occurs. Using a credit card instead doesn’t impact your bank account if your card is declined for any reason.
This also applies to order cancellations and refunds. If you’re paying with a debit card or using something like PayPal or Venmo or other payment services connected to your bank account or a debit card, even though refunding or canceling your order is quick on our end, it must be referred back through card processors and the payment service before making it back to your bank account.This could take several days and during that time, those funds won’t be available to you. We don’t have control over this, and what we can do ends as soon as we hit the submit refund button.
Shipping
Q: Do you cover my package if it’s lost, mis-delivered or damaged during shipment?
A: The shipping services we use are separate companies from us, and we relinquish our responsibility to them once they pick up your package and leave our facility.Therefore, we don’t cover your package if lost, mis-delivered or damaged during shipment by a shipping service; however, we do send your package with insurance against loss or shipper damage. Please use your tracking number provided to file a claim with USPS or UPS if they lose or damage your package during transit.
Q: Do you ship Internationally?
A: Currently,weare only shipping to the United States.
Q: Do you offer free shipping discounts?
A: Occasionally we may offer free shipping. When we do, you usually need to meet a price point and that range is usually somewhere between $129 to $199.
The price point for free shipping is often lower for residents of Washington Stateand parts of Oregon simply because they’re so close to us resulting in much lower shipping cost overall.
We also occasionally offer free local delivery within our “neighborhood” for purchases over a certain amount during certain times of the year, such as the holiday season.
Q: What do you charge for shipping?
A: Our checkout is connected directly toUSPS and UPS and so our shipping prices are determined by them. They base the shipping off a combination of factors, such as package dimensions, weight and the distance your package will travel.
Q: How long does it take to receive my order?
A: There are two different times that affect this answer: Processing Time and Shipping Time.
Processing is usually between 2to 5 business days, but can go out the same day as well depending upon how many orders are in front of yours. We process the orders in the order they come in regardless of size.
Shipping time is dependent uponUSPS or UPS. Orders falling on Fridays, holidays and weekends can take longerto be picked up or head out.
UPS can be quicker than USPS during the week but much slower than USPS on the weekend (any UPS package ready on a Friday or Saturday or Sunday will not leave until Monday, for example, unless Monday is a holiday and then it may be Tuesday; whereas a USPS order ready on a Friday couldgo out that Saturday instead.)
Please see our shipping policy HEREfor more information.
Q: Will I receive a tracking number?
A: Once a shipping label has been created, you’ll receive a tracking number, though it may be the next business day before your package is actually picked up. If you can’t find a tracking number email sent to you, check your spam or junk folder. You can also log into the customer portal at any time to see thestatus of your package.
Q: How do I return or exchange a product?
A: See our Refund & Exchange Policy HEREfor requirements and which items do not qualify for an exchange or return.
NOTE:We reserve the right to change our policies as needed and without warning or notice to you, the customer. Information on this page is not a guarantee.
Still have a question?
Send an email to use at info@alderandalouette.com or fill out the form below and someone will be in contact as soon as possible.
