Shipping policy
How Your Order Gets to You
Every order follows the same three steps, free of charge, on every order:
Confirmed instantly by email.
Your order is packed and booked with our delivery partner.
Our delivery partner picks it up and delivers it in 2–12 business days.
In total, orders arrive within 2–12 business days from the date of purchase. This is an estimate, not a guarantee. Business days exclude weekends and public holidays.
Shipping & Destinations
We currently ship to addresses within the United States and Canada.
Shipping is free on every order, storewide, with no minimum purchase required. There is currently one shipping method — the timeline above applies to every order, with no faster or paid option available.
Order Processing
Orders are packed and booked with our delivery partner within 24 hours of purchase confirmation. Once an order has been booked for pickup, it cannot be modified or cancelled. Please review your order — including size, color, and shipping address — carefully before completing checkout.
Orders placed on weekends or public holidays will be packed and booked on the next business day. During peak seasons (such as major holidays or promotional periods), delivery timelines may extend beyond standard estimates. We recommend ordering early during these periods.
Order Tracking
Once your order has been picked up by our delivery partner, you will receive a shipping confirmation email containing your tracking number. You can use this to monitor your delivery through the carrier's website.
Please allow up to 24 hours for tracking information to update after your shipping confirmation email is sent. If your tracking information has not updated within 48 hours of receiving your confirmation, contact us at info@alvenvoss.com and we'll look into it.
Delays & Disruptions
While we do everything within our control to meet the timelines above, certain circumstances can cause delays that are outside our control. These include:
- —Peak season and holiday shipping volume increases
- —Carrier-side delays, weather events, or infrastructure disruptions
- —Customs processing for Canadian orders
We are not liable for shipping or delivery delays caused by events outside our control. All delivery timeframes provided are estimates only and are not contractual guarantees.
If your order hasn't been picked up within 7 business days of purchase, or your tracking has shown no movement for more than 5 business days after shipping, please reach out to us at info@alvenvoss.com with your order number and we will investigate.
Lost or Undelivered Packages
If your tracking shows a package as delivered but you have not received it, we recommend first checking with neighbors or any secure drop-off locations, and contacting the carrier directly with your tracking number to open an inquiry.
If the carrier confirms the package is lost in transit, contact us at info@alvenvoss.com within 30 days of the expected delivery date. We will work with you to arrange a resolution — typically a replacement order.
We are not responsible for packages confirmed as delivered to the address provided at checkout. Please ensure your shipping address is accurate before placing your order. We are unable to redirect packages once they have been dispatched.
Shipping Address Accuracy
You are responsible for providing a complete and accurate shipping address at checkout. We are not liable for orders delivered to an incorrect address provided by the customer, and we are unable to offer replacements or refunds for orders lost or returned due to address errors.
If you notice an error in your shipping address immediately after placing your order, contact us at info@alvenvoss.com as soon as possible. We will do our best to update it before it's booked with our delivery partner, but we cannot guarantee this.
Customs & Import (Canada)
Orders shipped to Canada may be subject to customs duties, import taxes, or processing fees charged by the Canada Border Services Agency (CBSA). These charges are determined by Canadian customs authorities and are the responsibility of the recipient.
We are not able to predict, control, or cover these fees. We recommend checking with your local customs authority if you have questions about potential import costs before placing your order.
We're here.
If you have a question about your order status, a delayed shipment, or anything else shipping-related, reach out directly. We respond within 2–3 business days.