Help & FAQ

Shipping Policy


Where do you ship to?

We currently ship to anywhere in the United States. Unfortunately we do not ship internationally at this time.

How long will my order take to ship?

All orders ship via Standard Shipping which takes 3-7 business days.

How much does shipping cost?

Standard Shipping costs a flat rate of $10. If your order is over $50 it qualifies for free shipping.

When does my order qualify for free shipping?

Your order qualifies for Free Standard Shipping if it's over $50.

When will my order ship?

Once we receive your order (which happens as soon as you click submit), processing takes 1 to 2 business days (and orders placed after 1pm ET are processed the next business day). You’ll get an email with a tracking number as soon as your package ships.

UPDATE: Due to Covid-19, please expect shipping delays up to 7 business days.

How can I edit my shipping address?

Our warehouse packs orders very quickly, so if you realize you put in the wrong address please email us at customerservice@aldernewyork.com as soon as possible with the correct address. If your order is still processing, we can change the shipping details for you. Unfortunately, once your order ships out, we cannot change the address.

Can I track my order?

Yes, absolutely. As soon as your order ships out, you will be emailed a tracking number, and you can always login to your aldernewyork.com account to check your order status.

I'm having problems with the tracking. What should I do?

We're sorry about that! If your tracking number isn’t working at all, please reach out to us as soon as you can at customerservice@aldernewyork.com, and we will make sure to resolve the problem.

Once your order is in transit, the shipping provider will best be able to resolve delivery issues, so we recommend that you reach out to them directly.

My package is lost, damaged, or stolen. What should I do?

We're so sorry to hear that! Please reach out to us at customerservice@aldernewyork.com. 

Returns & Exchanges

What's your return policy?

If, within 30 days of the ship date you are dissatisfied for any reason, you may return your purchase for a refund of the merchandise value (your shipping charges are not refundable).

In order to cover restocking and shipping costs, we will deduct $6 from your return refund. We can only issue a refund to the payment method used for your original purchase.

Email us at customerservice@aldernewyork.com and we'll help you place the return.

How do I place a return or exchange?

We're sorry you didn't love your Alder New York Product. We do not do exchanges, but please feel free to return your item, and then place a new order if there is something else you’d like. To return an item, please reach out to customerservice@aldernewyork.com with your order number and the products you'd like to return, and we’ll email you a return label that you can use to send back your item(s).

What should I do if I receive the wrong product?

If you received a product different from the one that you ordered, sorry about that! Please email us at customerservice@aldernewyork.com and we'll get your correct item out to you right away.

Payments

When will my credit card be charged?

Your credit card will be charged as soon as your order is accepted and processed.

What forms of payment do you accept?

We accepts payment through Shopify and Stripe to ensure secure transactions for our customers. We accepts major credit cards, Mastercard, Visa, Discover, and American Express.

We also accept payments through Apple Pay, Google Pay, Paypal, and Amazon Pay.

What can I do if my payment is declined?

Check that your card’s billing details (such as the security code and billing address) match what you’ve entered into our system.

Is your card expired?

Your card issuer may have declined your payment. They don’t tell us the reason for this, so it’s best to check with them before trying your card again.

If none of these apply, please contact us at customerservice@aldernewyork.com and we can help resolve the issue.

Orders

How can I change or cancel my order?

Please email us at customerservice@aldernewyork.com as soon as possible if you would like to cancel or change your order. Our fulfillment center processes orders quickly, but we’ll do our best to process your request.

How can I check the status of my order?

You can view your order status on your account page, which will be updated as soon as you are charged for your shipment and again once your order ships.

Promo Codes

Can I use multiple promo codes for one order?

You cannot use more than one promo code per order.

How do I enter a promo code if I'm paying with Apple Pay?

In order to use a promo code when paying with Apple Pay, click the "Add to Cart" button on the product page. Once in your cart, click the "Checkout" button.

On the checkout page, select the option to "Show Order Summary" at the top of the page. Now you will see the option to add your promo code. Once you've added it, you can now select the Apple Pay icon to finish your transaction.

How do I redeem a free product offer with a promo code?

Sometimes we offer free products when a certain product is ordered as part of a promotion. When redeeming a promotion like this make sure to add the required product as well as the free product to your cart. Then enter in the promo code. The price of the free product will be deducted from your cart total.

Products

How can I find out more information about a product?

We’ve got a lot of details on each individual product page. If you have any other questions or thoughts, shoot us an email at customerservice@aldernewyork.com. We'd love to hear from you.

Do your products contain parabens, SLS, DEA, etc?

Never. The ingredients in our  products are always natural, naturally derived, or a proven safe man-made ingredient.

You won’t ever find ingredients like propylene, parabens, polysorbates, formaldehyde, silicones, phthalates, synthetic dyes or fragrances, mineral oil, retinyl palmitate, oxybenzone, coal tar, PEGs, SLS, SLES, EDTA, BHA, BHT, hydroquinone, triclosan, or triclocarban in our products.

I would love samples! Can I have some?

Unfortunately, we do not offer product samples at this time.

Do you test on animals?

Nope, never.

Are your products sustainable?

That is always our goal. We manufacture locally, source our ingredients and packaging in the US whenever possible, don't test on animals, and we only carry products packed in recyclable BPA-free plastic.

Accounts & Subscriptions

How do I manage, change, or cancel my subscription?

Log into your account by going to the account icon in the navigation using the email and password you created when you first signed up for a subscription. Once you login, click on “Manage Subscriptions.” From here you can edit the subscription frequency, cancel your subscription, and/or add new products to your subscription.

I forgot my password? How do I reset it?

If you forgot your password, please send an email to customerservice@aldernewyork.com. We will email you a link to reset your password.