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Frequently Asked Questions


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 you’d like to pre-order an item that’s out of stock, send an email to info@alderandalouette.com. Include your first and last name, your phone number, best time to call between 10 AM – 5 PM Pacific Standard Time, USA, and the item you’d like to pre-order. Someone will call you as soon as possible to take payment information over the phone.  Separate shipping charges may apply.

 

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 to see if we can find and order these items for you. We are happy to help! 

 

Q: Do you offer gift wrapping?

A: At this time, we do not offer gift wrapping.  

 

Q: Do you sell gift cards?

A: We do! We sell physical and electronic 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 for and he or she can enter the code at checkout. If you purchase a physical gift card, we will mail it to the address indicated for shipping at checkout. 

 

Q: Can a sale price be applied to an order placed before or after a sale?

A: Unfortunately, we cannot apply discounts to orders that have been 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 the sale dates. However, you may send an email to us about the item you wish to purchase. We can look it up to see if any are on the way before the sale ends. We can let you know, and if you’d like to, you can still purchase it at the sale price as a preorder.  NOTE:  This only applies if you have emailed us and we have confirmed more have been shipped and will arrive before the sale ends. Info@alderandalouette.com

 

Q: May I cancel or change my order after it’s been placed?

A: If your order hasn’t left our facility yet (has not been picked up by the shipping carrier yet), we may be able to change or cancel your order. If it has already left our facility, we can no longer cancel or change your order. Please send an email right away to or info@alderandalouette.com to find out the status of your order.  If you’ve already received a tracking number by email or text, it has either had a mailing label created (and your shipping has already been paid for and been dropped off at or shipper) or it has moved beyond this and already been scanned in by the shipping facility. Either way, it has left our facility and is too late. If you have not received a tracking number yet, the only way to know if it has left our facility or not is to get in touch with us.  

 

Q: I changed my mind after I paid for the order, but it already shipped from your facility. May I refuse the shipment from the delivery carrier?

Yes, you can; however, if you refuse a shipment, you’re responsible for all shipping costs associated with returning the package and won’t be eligible to have original shipping costs returned either. Send an email to us if you’d like to return an unopened package that has been left on your doorstep and we’ll give you the return address information. This return address information is different depending upon which carrier you use to return the order: USPS or another carrier, such as UPS, FedEx or others like them have different delivery points for us.

 

Q: Do you charge sales tax?

A: We use an automated sales tax system built into our e-commerce platform. This system automatically calculates your sales tax for us depending upon what state, county and city you’re shipping address is located within. If you are in a state where sales tax is not charged, you are required to keep up with that purchase total and report it to your state under their State Usage Tax system.

 

Q: Do you offer wholesale terms?

A: We are a retailer and do not offer wholesale terms at this time. We have some products in development that may be for wholesale purchase in the future. When that occurs, we will list the application information on our website.

 

Q: Do you have an affiliate program?

If you are interested in working with us and representing our shop, please send an email to Jen at info@alderandalouette.com and she will get in touch with you. 

 

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. Yours may or may not, but if it does, it’s certainly a nice, extra perk on your side in case the postal service or other delivery service loses or damages your package. We are not responsible for loss or damage caused by the shipping service. They are their own company and therefore, responsible for their own actions.

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 will not be available to you. We do not have control over this and unfortunately, cannot help you if this occurs. Using a credit card instead does not impact your bank account if your card is declined for any reason.

 

Q: Do you cover my package if it is lost, mis-delivered or damaged during shipment?

A: No, we do not cover your package if lost, mis-delivered or damaged during shipment by a shipping service. They are a separate company, and we relinquish our responsibility to them once they pick up your package and leave our facility. But we will help you file a claim if you do not know how to do this, or, in the event you chose a shipping method without insurance, we will help you look for other options for reimbursement, such as Pay Pal Protection or reimbursement through a credit card perk. We will do our very best to help you.  

 

Q: Do you ship Internationally?

A: Currently, we ship to all of North and South America, Australia, New Zealand, India, and Africa. We also ship to parts of Asia and many Islands throughout the world. At this time, we are not set up with VAT yet to ship to European Union Countries. We will be setting up the needed paperwork to sell in the European Union as soon as we can. 

 

Q: Do you offer free shipping discounts Internationally?

A: Because we are a small family business, we do not make the kind of profits a large entity would make that allows them to reduce or dismiss charges for shipping worldwide. Currently, we can only offer free shipping discounts to the lower 48 states in the United States on occasion and when certain criteria have been met. Shipping to Alaska, Hawaii and for the rest of the world is calculated using the Shipping Rates of the service you choose: USPS, UPS or DHL. The type of shipment offered depends on what is available for your location. As our business grows, we hope to expand free shipping options. Until then, please take advantage of any discount offers we promote to help offset your shipping costs. We post many of these discounts at the top of our homepage.

 

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. Please see our shipping policy HERE

Drop-Shipped Items

A small amount of items are shipped separately from a different location than our shop or our warehouse and are considered ‘drop-shipped’. This can occur for various reasons, but whenever expected, will be indicated on the product description page. Please allow extra time for delivery of drop-shipped items. Average time seems to be up to two weeks (for example, any Banwood Bikes we do not have room for in our shop), but some items, such as out of stock Floris or Kelpie Publishing Books, can take up to four weeks or so. If you need a drop-shipped item sooner, drop us a line at info@alderandalouette.com and we'll see what we can do!

Incorrect Shipping Address

Alder & Alouette is not responsible for orders that are placed with an incorrect shipping address. If you notice an error in your address send us a note ASAP to info@alderandalouette.com, and we will see what we can do if it hasn’t shipped yet. Any order that is returned to us due to an incorrect address is the responsibility of the customer for the re-shipment charges.

 

Q: Will I receive a tracking number?

A: Once a shipping label has been transmitted and printed to be attached to your package, you will receive a tracking number, though it may be the next business day before your package is picked up. 

Feel free to get in touch for any questions at info@alderandalouette.com so we may help.

 

Q: How do I return or exchange a product?

A: Our return and exchange policy is straightforward. We ask that you e-mail us within ten days of your in-store purchase or ten days from the date you receive your mailed package (according to our shippers records of date of delivery) to request a pre-paid, return shipping label and a return authorization code be sent to you. You have 30 consecutive calendar days from date of purchase in our store or, in the case of online shopping, 30 consecutive calendar days from the date of delivery to your address per our shipping records, to complete your return or exchange, but you will need that prepaid label and a return authorization code (received with the label) to complete your return or exchange. See our Refund & Exchange Policy HERE for directions on how to proceed with an exchange or return and receive your return shipping label. 

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. 

If you prefer mail, send your letter to us at: 

Alder and Alouette, Attn: Laura
218 Mark E Reed Way Unit Main
#1702
Shelton, WA 98584

 

 

 

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