Shipping & Returns Policy

At Alra, we want every order to arrive safely and on time. Please review the guidelines below to understand how we process, ship, and handle returns, so you know exactly what to expect.

Shipping Policy

Order Processing

• Orders are processed and shipped from San Dimas, California.
• Standard processing time is within 36 hours of receiving your order during business hours (Monday–Friday, 7:00 AM – 3:30 PM PST).
• Orders placed after business hours, on weekends, or on holidays will ship within 48 hours of the next business day.
• You will receive a confirmation email with tracking information once your order ships.

Domestic Shipping (United States)

• Free Shipping (Conditions Applied)
  
  • Free standard shipping on all U.S. orders except certain heavy personal care items.
    
  • Excluded from free shipping:
    • Two (2) or more bottles of 16 oz. shampoo
    • Three (3) or more bottles of 8 oz. shampoo
    • Three (3) or more total shampoo and/or conditioner products combined
  • Excluded orders above will be upgraded to USPS Priority Mail expedited shipping at no additional cost.
• Shipping Methods
  • Standard Shipping (USPS Ground Advantage): Typically arrives within 2–7 business days after dispatch.
  • Expedited Shipping (USPS Priority Mail): Typically arrives within 2–4 business days after dispatch.
  • USPS is our default carrier. If you prefer another courier (e.g., UPS or FedEx), contact us prior to placing your order. Additional fees may apply.

International Shipping

• International orders are shipped via USPS Priority Mail.
• Free shipping does not apply to international orders.
• Customs duties, taxes, and import fees (if applicable) are the responsibility of the recipient and are not included in the shipping cost.
• Delivery times vary by country and may be affected by customs processing.

Damaged or Incorrect Items

• Please inspect your package upon delivery.
• If you receive a damaged, defective, or incorrect item, please contact us within 5 days of receipt.
• Include photos of the item and packaging so we can review the issue and make it right as quickly as possible.

Lost or Unable to Locate Packages

• If your package appears lost or has not arrived, we recommend first contacting USPS directly. They have the most up‑to‑date tracking details and can confirm its current status.
• If USPS cannot resolve the issue, please contact us with your order number and any details from USPS. We’ll assist you further in finding a resolution.

Additional Information

• Order Tracking: A tracking number is provided for all orders; please allow 24–48 hours for tracking updates to appear.
• Delivery Delays: Shipping times are estimates and may be impacted by holidays, weather conditions, or carrier delays beyond our control.
• Address Accuracy: Please review your shipping address carefully to avoid delays. While we do our best to assist, incorrect addresses may result in additional transit time or delivery issues outside of our control.

Return & Refund Policy

We want you to feel confident about every purchase. If you’re not fully satisfied, we’re here to help. Please review the guidelines below to understand how returns and refunds are handled.

Return Window

• Returns must be initiated within 21 days of delivery.
• Applies to orders purchased directly from alra.com.
• Orders from third-party retailers must be returned directly to them.

Eligibility

The following items are eligible for return within 21 days of delivery, provided they meet the conditions outlined below:

• Unused / Unopened Items
  • Free returns within 21 days.
  • Products must be unopened, unused, in original packaging, and include proof of purchase.
• Opened / Used Items
  • Allergic reaction or product defect:
  • Eligible for free return or replacement.
  • We may request brief documentation (such as photos, a short description, or a doctor’s note) to help us better understand your experience and improve our product quality.
• Dissatisfaction with Products
  • If you are not fully satisfied with a product, we do accept returns for items that are lightly used (for example, tested a few times).
  • As used skincare products can’t be resold for hygiene and safety reasons, we ask customers to cover the return shipping cost in these cases.
  • All returns are carefully inspected upon arrival, and we reserve the right to determine final eligibility based on product condition.

Non-Returnable Items

• Products that have been significantly used are not eligible for return.
• Items returned after 21 days or without original packaging/proof of purchase.
• International orders (see below).
• Please contact us before sending any return. We can help review your case and guide you through the next steps.

International Orders

• We are currently unable to accept returns on international orders.
• For concerns with international shipments, please feel free to contact us.

How to Initiate a Return

• Email CustomerService@alra.com with your order number and reason for return.
• Once approved, you will receive a Return Authorization Number and instructions.
• We are unable to accept unauthorized returns.

Refunds

• Refunds are processed after we receive and inspect the returned item.
• Please note that original shipping fees (including expedited options) are non-refundable unless the return is due to our error or a defective product.
• Approved refunds are issued to the original payment method within 10 business days.
  

Additional Notes

• Products purchased through other retailers must be returned to their original point of purchase.

We truly value the trust you place in Alra. Our goal is not only to create effective, gentle skincare but also to ensure your entire experience with us feels supportive and worry‑free. If you ever have questions about your order, need help choosing products, or simply want advice on how to get the best results, our team is here for you. Your feedback helps us improve and continue creating products you’ll feel confident using every day

Contact us at CustomerService@alra.com or 888.508.ALRA (2572).