Shipping Policy

Processing Time 
We know you are excited to receive your ALAUA goods! All orders are processed and shipped within 1–3 business days. You will receive a shipping confirmation email with your tracking number as soon as your label is created.

Local Pickup
At this time, we do not offer local pickup as we do not have a physical retail location. We hope to expand so we can offer local pick ups in the future. 

Shipping Methods
For most domestic orders, we use USPS Ground Advantage to ensure your package arrives safely and efficiently. We may also use UPS Ground or FedEx Ground. The free shipping carrier selection is at our discretion. If you need your items sooner, or by a specific date, shipping upgrades are available at checkout.

Order Cancellations
We try to get orders out quickly! Any changes or cancellations must be requested prior to shipment.

  • Once an order has been packed or shipped, it cannot be canceled.

  • If your order has already shipped, you will need to receive the merchandise and follow our standard Return Policy.

Address Accuracy
Please double-check your shipping address before completing your checkout.

  • We are not responsible for incorrect or outdated addresses entered by the customer.

  • We are not responsible for undeliverable mail due to the address being rejected by the mail carrier.

  • If a package is returned to us due to an address issue, the customer is responsible for the shipping cost to re-send the item.

Damaged Items
If your item arrives damaged, please contact us immediately so we can make it right. To help us resolve this quickly, you must provide the following photos:

  1. Exterior Packaging: A clear photo of the box or mailer with the shipping label clearly visible.

  2. Product Damage: A clear photo of the damage to the item itself.

We strictly require this proof to file a claim with the carrier. If we do not receive these photos, we will be unable to assist you with a resolution.

Lost or Stolen Packages
Once a package leaves our studio, it is in the hands of the mail carrier, but we want to help ensure it gets to you.

  • Lost in Transit (No Tracking Updates): If your package seems stuck in limbo and there have been no tracking updates for over 15 days, please contact us. We consider these items "lost" and we will work with you to make it right.

  • Marked as "Delivered" (Stolen/Missing): ALAUA is not responsible for lost or stolen packages once they have been marked as "Delivered" by the carrier.

    • If your tracking says "Delivered" but you cannot find it, that is the extent of our responsibility.

    • We recommend checking with neighbors, household members, or your mail carrier.

    • You may need to file a claim directly with the carrier or a report with local law enforcement if theft is suspected.

Mahalo for understanding our policies and supporting our small business!