Shipping and delivery policy
Everything about how, when and where we ship. Rates are shown before you pay, and nothing is charged after checkout.
Processing times
Orders are packed at our New York studio within 1 to 2 business days of payment being authorised. Business days are Monday to Friday, excluding US federal holidays. Orders placed after 2pm Eastern Time on a Friday begin processing on the following Monday.
During a new release or a restock, processing can extend to 3 business days. When that happens we say so on the product page and in your order confirmation email rather than letting you find out from a silent tracking page.
United States rates and delivery speeds
All rates are in US dollars and are shown in full at checkout before you enter payment details.
| Service | Cost | Delivery estimate | Carrier |
|---|---|---|---|
| Standard | $8.95, free over $150 | 3 to 6 business days | USPS Ground Advantage |
| Expedited | $18.00 | 2 business days | UPS 2nd Day Air |
| Overnight | $34.00 | Next business day | UPS Next Day Air |
| New York City local | $12.00 | Same day if ordered before noon | Local courier |
Delivery estimates start from the day the parcel is collected, not the day you order. Add the processing time above to get the full picture. We ship to all 50 states, Puerto Rico, US Virgin Islands, Guam, PO boxes and APO or FPO addresses. Expedited and overnight are not available to PO boxes or APO and FPO addresses.
International shipping
We currently ship to Canada and the United Kingdom. We are not able to ship to other destinations at the moment, and we would rather say that plainly than take an order we cannot fulfil.
| Destination | Cost | Delivery estimate |
|---|---|---|
| Canada | $24.00 | 6 to 10 business days |
| United Kingdom | $32.00 | 7 to 12 business days |
Duties, taxes and customs
For US orders, the price you see includes all applicable import duty. Sales tax is calculated at checkout based on your delivery address and shown as a separate line before you pay.
For orders to Canada and the United Kingdom, import duty, VAT or GST and any customs brokerage fee are the recipient's responsibility and are collected by the carrier on delivery. We cannot estimate these for you, and we cannot mark parcels as gifts or under-declare their value.
If a parcel is refused at customs and returned to us, we refund the value of the goods less the outbound shipping cost and any return charges levied by the carrier.
Tracking your order
You will receive two emails: an order confirmation when payment is authorised, and a dispatch email with a tracking number when the label is created. Tracking can take up to 24 hours to show its first scan.
If your tracking has not updated for two business days, email hello@aldenandroe.com with your order number and we will open a trace with the carrier.
Lost, delayed or damaged parcels
- Damaged in transit. Email a photo of the item and the packaging within 7 days of delivery. We will send a replacement or issue a full refund including shipping both ways.
- Confirmed lost. If a carrier trace confirms the parcel is lost, we reship at no cost or refund in full, at your choice.
- Marked delivered but missing. Check with neighbours and your building first, since this resolves most cases. If it does not turn up within 3 business days of the delivery scan, contact us and we will investigate with the carrier and make it right.
- Wrong address supplied. If a parcel is returned because of an incorrect address entered at checkout, we will reship once you pay the new shipping cost, or refund the goods less the original shipping.
None of the above affects your statutory rights under applicable consumer protection law.
Restrictions
We ship only to residential and commercial addresses in the countries listed above. We do not ship to freight forwarders, and orders placed to known forwarding addresses may be cancelled and refunded. We reserve the right to limit quantities or decline orders where we reasonably suspect fraud, in line with our terms and conditions.
Questions about a delivery
Email hello@aldenandroe.com or call +1 (212) 804-7719, Monday to Saturday, 10am to 7pm Eastern Time. Please include your order number. Postal address: Alden & Roe LLC, 214 Mercer Street, Suite 3B, New York, NY 10012, USA.