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 sell electronic gift cards. Once 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. 

 

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 want 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 already been scanned in by the shipping 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 do not offer wholesale terms at this time.

 

Q: Do you have an affiliate program?

A: We are in the process of setting up an affiliate program. Details will be posted once it’s finalized.

 

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 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, 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: How long does it take to receive to my order?

A: There are two different times that affect this answer: Processing Time and Shipping Time. Please see our shipping policy HERE

 

Q: Will I receive a tracking number?

A: Once your order reaches the shipping provider, you’ll receive a tracking number to monitor the progress of your package unless you’ve chosen USPS First-Class Package International or local delivery, which do not have tracking numbers available.  If you don’t receive a tracking number within 3 business days, please contact us at info@alderandalouette.com so we may help.

 

Q: How do I return or exchange a product?

A: You have 15 consecutive calendar days from date of purchase in our store or, in the case of online shopping, 15 consecutive calendar days from the date of delivery to your address per our shipping records, to request a return or exchange. See our Refund & Exchange Policy HERE
 

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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