Shipping Policy and Freight Forwarding & Export Terms of Sale

Custom Items 

Processing time includes the time it takes to create and ship your order. Current processing time for custom, made to order items, is varied by the product. Processing time equals business days and not weekends. If you place an order containing both ready-to-ship AND pre-order items, your entire order will be held until all items are ready to ship. One order number = one shipment. If you want your ready to ship items sooner, please be sure to place separate orders. Please allow 3-5 business days for your order to arrive after you have received notification that your order has shipped.   

Ready To Ship (RTS) Items 

Processing time includes the time it takes to pack and ship your order. Current processing time for ready to ship items is 1-7 business days. If you place an order containing both ready-to-ship AND pre-order items, your entire order will be held until all items are ready to ship. One order number = one shipment. If you want your ready to ship items sooner, please be sure to place separate orders. Please allow 3-5 business days for your order to arrive after you have received notification that your order has shipped.  

Pre-Order or Pre- Sale Items 

Processing and Shipping time for all pre-order items varies. Please review the listing details on the specific pre-order item that you are purchasing for the shipping timeline. If you place an order containing both ready-to-ship AND pre-order items, your entire order will be held until all items are ready to ship. One order number = one shipment. If you want your ready to ship items sooner, be sure to place separate orders. Please allow 3-5 business days for your order to arrive after you have received notification that your order has shipped.

Timelines are in business days only — weekends and holidays excluded.

• Business Days vs. Calendar Days: All shipping timelines (e.g., '1-2 weeks') refer to business days (Monday through Friday).
• Weekend Exclusion: We do not fulfill or ship orders on Saturdays, Sundays, or holidays.
• Order Cut-off: Orders placed after 5:00 PM on Fridays will begin processing on the next business day.

Shipping Rates

 All orders are shipped via USPS unless otherwise selected. We offer free shipping on all orders over $250 USD (pre-tax). For orders under $250, shipping costs will be available at checkout where it is then calculated to your exact location based off of the item/packaging and combined weight. Please note that a $3.00 handling fee is applied to all orders and is calculated within your shipping rate. 

Route Shipping Protection Policy

As of January 1, 2026, we have partnered with Route to offer you comprehensive package protection for peace of mind. Route Package Protection is added in at checkout, your order is protected from loss, theft, and damage during transit.

Shipping Protection & Claims

Route Shipping Protection, when selected at checkout, provides coverage for eligible orders that are lost, damaged, or stolen while in transit, subject to Route’s Terms and Conditions. All shipping protection claims are administered exclusively by Route and must be submitted directly through Route’s claims portal within the applicable claim window. "How to File a Claim" is listed below.

Orders shipped without Route Shipping Protection are not eligible for store-managed claims, replacements, reimbursements, or shipping-related adjustments. Once an uninsured order leaves our facility, all responsibility transfers to the customer, who must work directly with the shipping carrier to pursue any resolution.

During checkout, customers are provided the option to add Route Shipping Protection and are required to review and acknowledge our Terms & Conditions and Shipping Policy prior to completing their purchase.

Please note, customers who repeatedly submit Route claims or are found to be abusing the system may be denied further coverage or compensation. This includes excessive claims for lost or missing packages, as it falls outside the intended use of the service.

Chargebacks & Payment Disputes

By completing a purchase, the customer agrees not to file a payment dispute or chargeback related to shipping delays, lost packages, mis-delivery, damage, or carrier-related issues for orders shipped without Route Shipping Protection. Customers acknowledge that Route Shipping Protection is the exclusive remedy for insured shipping claims and that uninsured shipments must be resolved directly with the shipping carrier. Evidence of policy acceptance at checkout may be submitted in response to any dispute.

How to File a Claim

If your Route-protected order encounters an issue, you can quickly file a claim directly with Route via their mobile app or online or their Resolve Center.

Required Information:

• Your email address
• Your Order Number or Route ID (e.g., #9369)
• For damaged items: Photos of the damaged item(s) and original packaging.
• For stolen packages: A police report or signed affidavit may be required.

Steps:

1. Open the Route app and navigate to your "Orders".
2. Select the order with the issue.
3. Tap the menu (⋮) and select Help or Report an Issue.
4. Provide necessary details and evidence
5. Choose your desired resolution: a refund to your original payment method or a reorder of the item(s).

Claim Deadlines & Eligibility

Claims must be filed within specific windows:

Policy Exclusions

Route protection covers transit issues but not quality or fulfillment errors. Route cannot process claims for:

1. Product quality or manufacturing defects.
2. Incorrect items (size, color, etc.) shipped due to a packing error.
3. General returns or exchanges (please review our standard return policy for these).
4. Coverage is applied to the order subtotal only; shipping fees and the Route premium are non-refundable.

Return to Sender Policy- RTS, Unclaimed and Vacant Address Shipments

Our store operates under a no return policy. We do not accept returns or provide return shipping labels unless your order qualifies under our certain determined circumstances (for items received damaged or defective). Photo proof will need to be provided for the item and full packaging at time of delivery.

If a customer or carrier chooses to send a package back to us by marking it as “Return to Sender”, "Undeliverable", "Unclaimed" or "Vacant Address" rather than contacting us through the proper channels, please note the following:

We do not authorize or accept “Return to Sender”, "Unclaimed", "Undeliverable" or "Vacant Address" return shipments.

If a package is marked “Return to Sender”, "Unclaimed", "Undeliverable" "Vacant Address" it is handled outside of our system and may not reach us.

We are not responsible for any packages lost, delayed, or damaged in transit that are marked “Return to Sender", "Unclaimed", "Undeliverable" or "Vacant Address".

Refunds, replacements, or credits will not be issued for unauthorized “Return to Sender”, "Unclaimed", "Undeliverable" or "Vacant Address" packages.

If your package is lost after being returned in any of the above forms described, you must file a claim directly with the carrier (e.g., USPS, UPS, FedEx, etc.).

To ensure your issue is handled correctly, please contact our support team before sending anything back. Only items that meet the criteria under our certain determined circumstances are eligible for review and potential resolution. 

Use of Legal Names-Customer Name Accuracy

To ensure successful delivery of your order, please provide your full legal name when entering your shipping information.

If an alias, nickname, or any name other than the legal name associated with your residence is used, we cannot be held responsible for Lost or stolen packages, Delays in delivery, Misdirected or undeliverable shipments.

Carriers (such as USPS, UPS, and FedEx) may not recognize or validate aliases, which can result in complications beyond our control. By placing an order, you acknowledge and agree that any package addressed with an alias name is shipped at your own risk. 

Address Modifications/Verification 

Please note that we do not make updates or changes to shipping addresses provided at checkout. It is the customer's responsibility to ensure that the address entered is correct and complete before submitting the order. This includes verifying all information for USPS, FedEx, or UPS deliveries.

We are unable to modify addresses once an order has been placed, as this can interfere with the shipping process and cause delays or mis-deliveries.

If you believe there is an issue with the address you submitted, we recommend reaching out directly to the carrier with your tracking number once your package has shipped. They may be able to assist with limited delivery adjustments.

If a package is returned to us due to an incorrect or forwarded address, it is the responsibility of the customer to pay any additional shipping fees.

 International Shipping 

We currently only ship within the United States and Canada at this time. 

 Freight Forwarding & Export Terms of Sale

If you’re planning to use a shipment forwarding service, we ask that you review our Freight Forwarding Policy below before completing your purchase. Please note that Aden+ Louise does not currently provide freight forwarding options directly within our checkout process.

Address Verification Policy
Billing information must exactly match the address associated with the card used. Orders with unverified or mismatched billing and shipping details may be canceled without notice.

1. Limitation of Liability
Aden + Louise’s liability for the delivery and condition of merchandise terminates upon confirmed delivery by the carrier to the shipping address provided at the time of checkout. We are not responsible for any damage, defect, loss, or theft that occurs to items after they have been received and processed by a third-party freight or cargo forwarder, reshipper, or any intermediary agent.

2. Export of Record
Customers utilizing a third-party freight forwarding service are designated as the "Exporter of Record." The customer assumes full responsibility for compliance with all applicable export and import laws, including the payment of all duties, taxes, customs fees, and brokerage charges. Aden + Louise will not provide any supplemental export documentation or pro-forma invoices for shipments handled by third-party forwarders.

3. Return and Refund Limitations

Return Logistics: Aden + Louise does not provide international return shipping labels or reimbursements for export costs.

Point of Origin Requirement: In the event of a return, the customer is responsible for the logistics and costs associated with returning the merchandise to the original domestic (U.S.) shipping address provided on the order. Our standard domestic return policy will only apply once the item has returned to domestic soil.

Voiding of Warranties: Please be advised that the use of a third-party freight forwarder voids manufacturer warranties or Aden + Louise’s internal satisfaction guarantees.

4. Inspection Prior to Export
It is the customer's responsibility to instruct their freight forwarder to inspect all items for damage or accuracy prior to international export. Claims for "Item Not as Described" or "Shipping Damage" must be filed prior to the package leaving the original domestic delivery destination. 

NO EXCEPTIONS- photos must be provided to hello@adenandlouise.com before the package leaves the original domestic delivery destination.

Order Status 

Once your order has been shipped you will receive an email notification with a tracking number. In some cases, it may take up to 48 hours for tracking information to become available. 

Still Have Questions?

If you still have questions, you may contact us directly via or email: hello@adenandlouise.com

 Thank you!