Shipping policy

Agreement to Policies

This website is operated by Lilly and Skye, LLC – Tradename: Alder and Alouette. Throughout the site, the terms “we”, “us” and “our” refer to Lilly & Skye, LLC – Tradename Alder and Alouette. By placing an order with us, you agree to be bound by our Shipping Policy, Returns, Refund and Cancellation Policy, Terms of Service, Privacy Policy, and Website Disclaimer. Please review them carefully before purchasing.

Processing Time

Orders are usually processed within 2–6 business days (Monday–Friday, excluding weekends and holidays) depending on the time of year. As a small family business, this is an estimate, not a guarantee.

Some orders may ship in multiple packages or on different days depending on inventory availability, packaging requirements, or vendor shipment schedules.

Orders packed for shipment on Fridays or before holidays or weekends, may not begin moving through the carrier’s network until the next business day when carriers resume, regardless of when the label was created. Shipping estimates shown at checkout come from USPS or UPS and do not include our processing time, rural location, or drop-off schedule. These estimates are not guarantees.

We are closed on weekends and holidays. We close early on Fridays.

Note: Shipping fees are non-refundable unless required by law. See our Returns, Refunds and Cancellation Policy for details.

Seasonal Processing Delays

Processing times vary with time of year. During peak seasons—late May through early June (end of school year), July through September (back-to-school), and the five weeks before Christmas through the first two weeks of January—processing and shipping times may be slightly longer than usual due to high order volume.

We recommend ordering early if you have time-sensitive needs. Feel free to contact us if unsure.

Regional Weather and Natural Disasters

Due to our rural location in the Pacific Northwest, severe weather or natural disasters such as, but not limited to, wildfires, smoke conditions, flooding, mudslides, ice storms, snowstorms, and earthquakes may occasionally impact our processing or the transit times of your package.

While we do our best to continue operations, please understand that delays caused by weather or natural disasters are beyond our control. We recommend checking USPS and UPS service alerts if you are experiencing a delay.

Shipping Destinations

We currently ship to the contiguous United States, with limited shipping options for Alaska and Hawaii.

International Shipping Notice:
At this time, we have paused international shipping due to rapidly changing tariffs and import fees, which can create unexpected costs for customers. We hope to resume international shipping in the future when conditions stabilize.

Route Package Protection

We offer Route Package Protection at checkout. Route is an optional but highly recommended third-party service that insures your package against loss, theft, or damage for any order value both during and slightly after delivery. You have a choice to check out with this coverage or without this coverage.

How Route Works

If your Route insured order is lost, damaged in transit, or stolen shortly after carrier confirmed delivery, you may file a claim directly with Route. Claims must meet Route’s policies and be approved by Route before refunds or replacements are issued. If approved, Route will either reimburse us to replace your order or refund you directly.

Checking Out Without Route/Relying on Limited Liability of Carriers

If you decline Route Package Protection, your order will follow standard carrier processes and timelines in the event of loss or delay.

Carrier coverage is limited (typically up to $100 for USPS Ground Advantage and UPS Ground) and applies only to loss or damage during transit, not after delivery. For orders over $100, carrier reimbursement is typically capped at $100 or less.

If a package appears lost in transit (no delivery scan; tracked movement stops mid-route longer than expected for USPS/UPS behavior), we will work with the carrier to investigate. Once a shipment is confirmed lost after the carrier’s investigation process, we will move forward with a claim for replacement or refund based on item availability.

Please note: once a package is marked “delivered” by the carrier, USPS, UPS, and Alder & Alouette are not responsible for loss or theft. Carrier delivery confirmation is considered proof of delivery. In these cases, customers are encouraged to check with neighbors, household members, or the carrier directly.

For coverage against loss, damage (porch vandals), or theft (porch pirates) shortly AFTER delivery, or coverage for order values over $100, we strongly recommend adding Route Package Protection at checkout. Route provides coverage beyond standard carrier limitations and typically offers a faster, more streamlined claims process, regardless of order value. UPS and USPS investigations and claim processes can take extended time.

More Route Information

For full details on what Route covers, eligibility timeframes, and filing requirements, visit Route’s Help Center: route.com/help-center.

Please Note: As a small business, we want your order to arrive safely. Unfortunately, we cannot replace packages marked “delivered” by the carrier but reported missing, as standard carrier insurance does not cover theft after delivery (e.g. porch pirates) or delivery disputes. We highly recommend Route Package Protection at checkout to cover these rare but frustrating situations.

Shipping Methods and Carriers

We usually ship via USPS or UPS, though may use other carriers such as FedEx when it's beneficial. You can select your preferred shipping option at checkout; however, please note that while we do our best to honor your selection, it is not guaranteed. We reserve the right to change the shipping carrier and service to increase shipping speed at no cost to you. For orders with free shipping, we will choose the carrier and delivery speed at our discretion.

Some UPS/USPS options, such as GroundSaver (SurePost), may be transported by UPS but delivered by USPS. Please note that carrier selection does not guarantee which carrier completes final delivery.

Important: UPS Ground or USPS Ground Advantage typically include up to $100 limited liability coverage during transit only and is subject to extended investigations and timelines. For purchases greater than $100 in value, for faster resolution in the event of loss or damage, and for expanded protection values against loss, damage, or theft, we highly recommend adding Route Package Protection at checkout.

We drop off packages or schedule pickups twice a week in the late afternoons at a regional shipping hub that serves multiple carriers. Once packages are at the hub, they are in the custody of the hub and subject to carrier pickup schedules. UPS typically picks up Monday through Friday mornings from this hub, and USPS typically picks up Monday through Saturday afternoons.

Packages dropped off for UPS on Friday afternoons will not leave the hub until Monday, (or the next business day if Monday is a holiday).

UPS and USPS are separate companies from us, and delivery timing is beyond our control. We do not guarantee delivery dates and are not responsible for delays once an order has been handed to the carrier or their representative. Refunds will not be issued for orders that arrive later than the estimated delivery date.

USPS Pickups and Weekends

USPS packages dropped off on Saturdays may leave the same day or may not depart until Monday, depending on carrier schedules. If Monday is a holiday, pickup will be delayed until Tuesday or the next business day.

Orders placed near holidays may take longer to process or deliver. Holidays — especially those resulting in long four-day weekends — can make delivery feel longer, but these delays are outside our control since carriers do not move packages on postal holidays.

UPS Pickups and Weekends

If you choose UPS as your shipping carrier and your order is packed and ready on a Friday, UPS may not pick up your package until the following Monday afternoon (or their next business day if Monday is a holiday) due our rural location and their regional business hours. They do not pick up in the evenings, on weekends, or on holidays at our rural location.

Please note: As a small rural business, we do not have daily UPS pickups and typically drop off or schedule UPS packages twice a week. Estimated delivery dates shown at checkout or when a label is created are provided by UPS and do not account for our processing schedules, regional business hours, non-business days, or unexpected delays. These estimates are not guaranteed by us.

We understand it can be worrisome to see your package marked as “label created” without movement over the weekend. Rest assured, your package is packed and ready and will begin its route with UPS on their next business pickup day.

UPS is a separate company, and delivery timing is beyond our control. We do not guarantee delivery dates and are not responsible for delays once an order has been handed to the carrier or their representative. Refunds will not be issued for orders that arrive later than the estimated delivery date.

Carrier Responsibility and Delivery Disclaimer

Once your order is transferred to the carrier or shipping depot, delivery timeframes, routing, and handling are the sole responsibility of the carrier. USPS and UPS generally estimate delivery between 2–8 business days under normal conditions, but this may extend to 10–14 business days or longer during peak seasons, inclement weather, or due to carrier delays.

Delivery dates shown at checkout or in shipping notifications are estimates only provided by the carrier (USPS or UPS) based on their standard transit times under normal conditions. These estimates do not account for our processing times, rural location, or specific drop-off schedule.

These estimates are not guarantees. Actual delivery times may vary due to carrier delays, weather, operational issues, holidays, or other circumstances beyond our control.

Shipping times do not include our processing time, weekends, or holidays.

Once an order has been transferred to the carrier or shipping depot, delivery timeframes, routing, and handling become the responsibility of the carrier.

We are not responsible for:

Delays caused by carrier routing issues, misdelivery, or failure to deliver within estimated timeframes
Packages marked “delivered” by the carrier but reported missing, lost, or stolen
Delivery issues arising from incorrect or incomplete addresses provided at checkout

Refunds will not be issued for orders that arrive later than the estimated delivery date, as these dates are carrier estimates only and not guaranteed by us.

Order Tracking and Third-Party Tracking Apps

Our store may provide tracking updates through third-party services such as Shop Pay, the Shop App, Route Package Protection, or carrier tracking systems. These tools are provided for customer convenience but are operated by independent companies and may not always synchronize perfectly with our store’s internal fulfillment system.

In some cases—such as split shipments, multi-package orders, or staggered fulfillment—third-party tracking tools may display a shipment as “complete” or a 'final item" even though additional items from the same order are still being prepared or shipped separately.

For the most accurate and up-to-date information regarding your order status, please refer to the order details available in your Alder & Alouette customer account or the fulfillment notifications sent directly from our store.

If you ever have questions about your order status, please contact us and we will be happy to assist.

Force Majeure

We are not liable for any failure to perform or delay in performance of any of our obligations under this policy or related policies if caused by events beyond our reasonable control, including but not limited to acts of God, natural disasters, extreme weather, pandemics, labor strikes, governmental actions, acts of war or terrorism, carrier disruptions, misrouting, operational failures, delivery delays, or other failures in carrier performance or other unforeseen circumstances. For full details, please review our Terms of Service.

Hawaii and Alaska

Orders shipping to Alaska and Hawaii are sent via USPS Priority Mail only. We have limited shipping options to these destinations because standard ground services can have significantly longer and less predictable transit times.

Delivery times vary by destination and carrier conditions. Delivery dates shown at checkout or in tracking are carrier estimates only and are not guaranteed.

Shipping Rates for Schools, Organizations, and Purchase Orders

Invoiced, school, organization, and purchase order shipments do not qualify for free or reduced shipping rates offered through website checkout unless specifically communicated by us.

To provide an accurate shipping quote and ensure your order is packed with care:

Please contact us with the items and quantities you'd like to order.
Include product SKUs whenever possible. SKUs can be found on each product page.
We will prepare an invoice that includes shipping based on the completed order's package weight, box dimensions, order value, and destination.
Shipping is calculated from our shop location in Washington State.
Because many school and organization orders include multiple items or larger classroom quantities, shipping cannot be calculated accurately until the order has been packed and weighed.
All school, organization, and purchase order shipments include package protection against loss, damage, and theft during transit and shortly after delivery. The cost of this protection is included in your shipping quote.

If an order is placed through our website without contacting us first and the shipping is undercharged, we reserve the right to invoice for the remaining shipping balance before the order is shipped. Orders will be held until the balance has been received.

We're always happy to answer questions, recommend materials, assist with product selection, and help ensure your order arrives ready for your classroom, music program, homeschool group, or educational organization.

Shipping from Vendors

Some items (including but not limited to some Banwood products, select books, Choroi or Auris instruments, premium art supplies, large paper packs, some HABA or Bluecorn Candle products, Holy Lamb Organics, Revolution Fibers) may ship directly from the vendor or arrive at our shop before being sent to you. This may affect delivery timelines. These items may ship separately from other items in your order and may arrive in multiple packages.

Banwood: Select Banwood items are fulfilled directly from Banwood’s warehouse. These items may arrive separately from other items in your order and follow Banwood’s fulfillment schedule rather than our standard in-house processing schedule.

Holy Lamb Organics: Holy Lamb Organics items are handmade to order and ship directly from their workshop. Production time varies by product and season and is listed on the individual product page. Shipping time is additional once the item has been completed.

Combining Orders

Multiple orders going to the same address may ship separately unless we can combine them at no additional cost. We cannot guarantee that separate orders will be combined once placed.

Preorder Items and Shipping

Some items are offered as preorders and will be marked as such on their product pages. Preorder items are not in stock at the time of purchase and will ship once they arrive from our vendor.

Estimated arrival times are based on information provided by the vendor at the time we list the preorder. These dates are estimates, not guarantees, as vendor production or shipping delays can occur beyond our control.

We will keep you updated if we receive notification of significant delays.

If your order includes both preorder and in-stock items, it will ship once all items are available unless arranged otherwise. **To receive your in stock items sooner, order them separately from the preorder item(s).

Special Orders and High-Value Items

We are happy to offer special orders for high-value items, such as musical instruments, premium art supplies, or large bulk orders.

Please note:

Special order items are shipped to our shop first before being sent to you, which extends total processing and delivery time. Please note: Checkout delivery estimates do not apply to special orders.
Our main vendors for special orders are open Monday to Friday, 9:00 a.m. to 4:00 p.m. Pacific Time, and closed evenings, weekends, and holidays.
Our main vendors for special order items have their own peak shopping times and their processing times may vary from ours.
From mid-December to mid-January, some vendors take an extended holiday break and do not process or ship special orders during this period. Please be aware of this delay.
Processing times for special orders vary depending on vendor workload and availability. While some process within one business day, others may take several days or, rarely, up to two weeks or longer. This is especially true for custom made or made on demand items.
We will keep you updated on your order status to the best of our ability, but please understand that special order timelines are outside of our direct control.

If you are on a tight timeline, please contact us before placing a special order to discuss current vendor processing estimates.

Address Accuracy, Verification, and Undeliverable Packages

We cannot ship to PO Boxes via UPS. If shipping to a PO Box, please choose USPS.

Please ensure your shipping address is entered accurately and is recognized by USPS or UPS. If the address you provide is incorrect or unverified, shipping will be at your own risk, and we are not responsible for replacements or refunds for lost, delayed, or undeliverable packages.

Sometimes, when purchasing a shipping label, USPS or UPS notifies us that an address is unrecognized. In these cases, we will attempt to contact you to confirm or correct your address before shipping with the email address you listed at checkout. We may follow up through text with the phone number you listed at checkout if we do not hear back from you by email within a reasonable amount of time.

If you confirm an address that remains unrecognized by USPS or UPS, we will ship at your own risk. If a package is returned due to an incorrect or unverified address entered at checkout, you will be responsible for purchasing a new shipping label to resend it to the correct address and will not be refunded for the original incorrect shipping. We will contact you with details if this occurs.

If we are unable to verify your address and you do not respond within a reasonable time, we reserve the right to cancel your order and issue a refund or mail the package to the unverified address you entered at checkout at your own risk. You will receive an order cancellation email or tracking number via the information you entered at checkout if we cancel the order or mail the package.

Signature Requirement

We may require a signature upon delivery for higher-value orders at our discretion to ensure safe receipt.

Free Shipping Promotions

Free shipping is occasionally offered to U.S. addresses in the lower 48 states and Alaska via discount codes or automatic promotions. Minimum cart totals for free shipping vary based on vendor or carrier rate changes and time of year.

Some products may be excluded from free shipping due to weight, size, packaging requirements, or vendor restrictions. Oversized surcharges may still apply.

Schools, businesses, and purchase orders are not eligible for free shipping offers unless explicitly stated to the school, business or purchase order holder.

Where to Find Current Offers

Free shipping promotions are advertised via our website banner, emails, packaging, or texts. We are not responsible for outdated listings on search engines after promotions end. Please rely on our website for current offers.

Only one discount code may be used per order. Adding a second code will void the first.

Unauthorized Discount Codes

No websites other than Alder & Alouette are authorized to use or distribute our discount codes, logos, names, or any likeness of our brand. Discount websites often list expired or fake codes without permission. These are not issued or endorsed by us, and we are not responsible for their validity or usability.

For genuine and current discount codes, please refer only to our official website, email newsletters, or printed materials included with your orders.

Return Shipping

As a small family business with limited margins, customers are responsible for return shipping costs.

See our Returns & Refunds Policy for more details.

Agreement to Policies

By placing an order on our website, you agree to be bound by our Shipping Policy, Terms of Service, Returns-Refunds-Cancellations Policy, Privacy Policy, and Website Disclaimer. Please review them carefully before purchasing.

Governing Law & Jurisdiction

This Shipping Policy shall be governed by and construed in accordance with the laws of the State of Washington, without regard to its conflict of law provisions. You agree that any legal action or proceeding related to this Shipping Policy shall be brought exclusively in a state or federal court of competent jurisdiction located in Mason County, Washington.

Questions?

Email us at info@alderandalouette.com. We’re happy to help.