Shipping policy
This page explains where we ship, how long it takes, what it costs, and what to expect once your order is on its way. If you have a question this page does not answer, email us at info@alessandralacroix.com and we will help.
1. Shipping is free
Shipping is free on every order, with no minimum spend. There are no handling fees and no surcharges. The price you see at checkout is the price Alessandra Lacroix charges you.
2. Where we ship
We ship within the United States only, and that includes Alaska, Hawaii and Puerto Rico.
We are not able to deliver to PO boxes, or to APO and FPO military addresses, because our carriers cannot service them. Please give us a street address at checkout.
Orders placed from outside the United States cannot be processed at this time.
3. How long it takes
There are two stages, and the total is what matters to you:
- Processing: 1 to 3 business days
- Shipping: 3 to 7 business days
- Total: roughly 4 to 10 business days from the day you order
Business days are Monday to Friday, not counting public holidays. Orders placed before 5:00 PM EST on a business day start processing the same day. Orders placed after that, or over the weekend, start processing on the next business day.
These are estimates. Busy periods, holidays, weather and carrier delays can add time, and we will keep you posted if something is running late.
4. Where your order ships from
Our items are made in Asia and ship from our warehouse:
Building 4, 4th Floor, 58 Baiye Road, Guangdong, 523000, China
5. Import duty and customs charges
Because your order ships to you from outside the United States, the carrier may collect an import duty or customs charge from you before delivery. That charge is set by US customs, not by us, and it is the customer who pays it. It is separate from the price you paid at checkout.
We want you to know this before you buy rather than to find out at the door. If you have questions about it, contact us before placing your order.
6. Sales tax
Sales tax is calculated at checkout based on your delivery state. You will see the exact amount before you confirm your order. We do not state a rate here because it varies by state.
7. Optional insured shipping
You can add insured shipping at checkout if you would like extra protection for your parcel. It is optional, and the fee for it is not refundable if you later return your order.
8. Tracking your order
Once your order ships you will get a confirmation email with a tracking link. Tracking can take 3 to 8 business days to start showing movement after the parcel leaves the warehouse, which is normal and does not mean anything is wrong.
You can also follow your parcel from our Track order page.
9. Orders with more than one item
If you order several items they may be sent in separate parcels and arrive on different days. You are not charged anything extra for this. If part of your order has arrived and the rest has not, give it a few days, and contact us if you are still waiting.
10. Failed deliveries and incorrect addresses
If a parcel cannot be delivered because the address was incomplete or incorrect, it comes back to our carrier and we will contact you to sort it out. Please check your address carefully before you place your order, as this is the most common cause of a delay.
11. Parcels marked as delivered
When the carrier marks a parcel as delivered, the delivery is considered complete. If you cannot find it, contact us and we will open an investigation with the carrier and follow it through with you.
12. Payment methods
We accept Shop Pay, Google Pay, Apple Pay, Amazon Pay, Visa and Mastercard. All payments are processed through secure, encrypted providers. Our full Payment policy has the details.
13. Questions
Email info@alessandralacroix.com or use our contact page. Our Return and refund policy covers what happens if you want to send something back.
14. Company information
Store name: Alessandra Lacroix
Company name: Milo Mochi Co., LLC
Company number: 41-4010122
Warehouse Address: Building 4, 4th Floor, 58 Baiye Road, Guangdong, 523000, China
Company Address: 25 Prospect St, Watertown, Massachusetts, 02472, United States
Email: info@alessandralacroix.com
Phone number: +1 (307) 396-4997
We aim to respond to your inquiries within 24 hours.
Customer Service Hours
Monday to Friday: 9am - 5pm (EST)
Saturday and Sunday: Closed