FAQs

This is Adler Bay's Frequently Asked Question (FAQ) page

We're here to answer questions you may have and ensure you have the best, smooth shopping experience. If you are in need of further assistance, please don't hesitate to contact us.

1. How long will it take to receive my order?

Order Processing
All orders are processed within 1–5 business days. Once your order is packed and shipped, tracking details are emailed within 1–3 business days.

Transit Time & Estimated Delivery Time by Shipping Method

United States

Standard Shipping - $7.99 USD
Transit Time: 7-12 business days
Estimated Delivery Time (Processing + Transit): 8-17 business days

Priority Tracked Shipping - $11.99 USD
Transit Time: 6-10 business days
Estimated Delivery Time: 7-15 business days

International Countries

International Shipping – $7.99 USD
Transit Time: 10–14 business days
Estimated Delivery Time: 11–19 business days

Priority Tracked Shipping – $11.99 USD
Transit Time: 7–10 business days
Estimated Delivery Time: 8–15 business days

Island & Remote Region Shipping
Applies to: Qatar, Gibraltar, Iceland, Malta, Chile, French Guiana, and US territories (Alaska, Hawaii, Puerto Rico, U.S. Virgin Islands).

Island/Remote Standard Shipping – $24.99 USD
Transit Time: 10–25 business days
Estimated Delivery Time: 11–30 business days

For full details, visit our Shipping Policy.

2. Do you offer free shipping?

No, we currently do not offer free shipping. As indicated above, our shipping prices ranges from $7.99 to $24.99 USD.

For more details, please check our Shipping Policy page.

3. Where is Adler Bay located?

Adler Bay is a Vancouver based fashion & home decor brand. We offer a curated selection of high-quality fashion, home and garden products, with shipping available to most countries.

4. What if I receive a defective product?

If you receive a defective item, we will replace it at no cost. Please first contact our customer support and return the item within 15 days of receiving it. For more information, see our Refund Policy.

5. Can I cancel my order after it's placed?

Before shipment: If the order has not yet been processed, a full refund will be issued.
After processing but before shipment: If the order is already in fulfillment, a partial refund may be available.
After shipment: Once an order has shipped, it cannot be canceled. Customers may return the product following our standard return policy.

For cancellation requests, please contact us as soon as possible at support@adlerbay.com.

6. What is your return policy?

We offer a simple and hassle-free 15 day return policy. For complete details, please visit our Returns & Refund policy page.

7. When will I get my refund after returning a product?

Once your return is received and inspected, we will notify you via email regarding the refund approval status.
Approved refunds will be issued within 3-5 business days to the original payment method from the date we receive the returned item.
Please allow an additional 3-5 business days for your bank or credit card provider to process the refund.
There are no restocking fees.

8. Do you offer any warranties or guarantees on your products?

Yes, we provide a 15-day warranty on all purchases. For more information, please refer to our Refund Policy.

9. How do I contact customer support?

You can reach out to our amazing customer support team through the Contact page or by emailing us at support@adlerbay.com

10. Do you ship to my country or internationally?

Yes, we ship internationally. If you are able to checkout with your desired address, we can ship it to you.

11. Do you have a physical store location that I can visit?

We are an online-only store, which allows us to offer the best prices and provide a wide selection of products.

12. Can I place a bulk order for my business or organization?

Yes, we accept bulk orders. For more information, feel free to contact our customer support team.

13. What is the product exchange process?

For detailed information about product exchanges, please refer to our Refund Policy.

14. How do I track my order?

Tracking details will be provided within 1-3 business days after the order is shipped. You can track your order with our Track Your Order page by simply adding the tracking number you received.

15. What if I received the wrong size?

We want to ensure you have the perfect fit. If we sent you an incorrect size, please contact us at support@adlerbay.com within 7 days of delivery. We will arrange a replacement for you.

If you ordered a size and would like to swap it for another, simply initiate a return within 15 days of receipt. The fastest way to get your new size is to return the original item for a refund and place a new order.

16. What shipping carriers do you use?

To ensure reliable delivery worldwide, we partner with a variety of premium and local carriers, including:

North America: Canada Post, FedEx, and UPS.
International: YunExpress, PostNL, BPost, and regional local carriers.

17. How does our SSL security work and how it protects your customer data?

Adler Bay is powered by Shopify, a leading global commerce platform. Our store includes an SSL (Secure Sockets Layer) certificate by default, which uses industry-standard 256-bit encryption technology.

Total Encryption: This is the same level of security used by major banks. It ensures that all data passed between your browser and our store—including your credit card details and personal information—remains private and impossible for outsiders to read.
PCI Compliance: Because we use Shopify, our checkout process is Level 1 PCI DSS compliant, meaning your payment data is handled with the highest security standards available in online retail.
Secure Browsing: You can shop with confidence knowing that your connection is 100% secure, indicated by the "https://" and the padlock icon in your browser’s address bar.