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 most cases. 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 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. 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: 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 & Alouette communication channels are valid. Promo and discount codes found on other websites that we don’t own are not valid and were transmitted 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 possible info@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 may or may not be a small restocking fee to cover the cost of card processing fees if we cannot recover them during your cancellation. This can occur if the transaction was finalized through the payment gateway that communicates with your bank or card company.
If there is a fee, it’ll be deducted from your refund when we cancel and refund your order. Currently, this fee can be up to 3% of your purchase price. An example is a $10 purchase that is canceled may incur a fee between $0.00 and 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 the shipping 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. However, when we send your package, it includes limited standard carrier insurance against loss or damage that occurs during transit up to $100. Please use your tracking number provided to file a claim with USPS or UPS if they lose or damage your package during transit. USPS prefers to communicate with you, the buyer, whereas UPS will prefer to communicate with us, the seller. Neither service (nor Alder and Alouette) covers theft, loss or damage AFTER delivery so please ensure you have a safe delivery spot at the address you provide.
If your purchase is over $100 or if it's under $100 but you prefer a quicker, easier, digital claims process and more expanded coverage, we offer Route Package Protection for you to purchase at checkout. If you decline Route Package Protection and your package is lost, stolen or damaged during transit, neither Route nor Alder and Alouette are liable for refunding or replacing your items. If you choose Route Package Protection at checkout and need to file a claim, please visit Route's digital claims page to get started here. Please visit as soon as possible to view Route's date range restrictions for different situations (theft, loss or damage).
Q: Do you ship Internationally?
A: Currently, we are 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. As a small family business who relies on USPS or UPS, free shipping can be too costly for us to manage long-term.
If we do offer free shipping, the price point is often lower for residents of Washington State and 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 to USPS 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 1 to 5 business days, but can go out the same day as well depending upon how many orders are in front of yours. During peak shopping it can also take a bit longer!
We process the orders in the order they come in regardless of size, and it really comes down to how many orders we have to process in front of yours and what day of the week it is when we get to your order. As a small business with a small handful of family employees, we are closed on holidays, Saturdays, Sundays and evenings to take care of our own kids and selves.
Shipping time is dependent upon USPS or UPS’ schedule too. Orders falling on Thursdays, Fridays, holidays and weekends can take longer to 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 Thursday or Friday could go out that Saturday instead.)
Please see our shipping policy HERE for more information.
Q: Will I receive a tracking number?
A: Once a shipping label has been created, you’ll receive a tracking number via email, 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 the status of your package.
Q: How do I return or exchange a product?
A: See our Refund & Exchange Policy HERE for 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 on our contact us page and someone will be in touch as soon as possible.
