FAQs

Have a question? You're in the right place. Find answers to our most common questions below. If you still need help, reach out to us at support@adlerhouse.co — we're happy to help.

Shipping

Do you ship worldwide?

Yes. We ship to customers worldwide. All orders include tracking so you can follow your shipment from our warehouse to your door.

What are your shipping options and delivery times?

All delivery estimates are in business days (Monday – Friday), excluding public holidays. Delivery times are estimates and not guarantees.

How long does order processing take?

Orders are processed within 1–3 business days (Monday – Friday) after payment is confirmed. Orders placed after 10:00 PM PST will begin processing the next business day.

Which carriers do you use?

We work with a network of trusted carriers including FedEx, UPS, and other local carriers depending on your region.

How do I track my order?

Once your order ships, you will receive an email with your tracking number and a link to track your shipment. Tracking details are typically sent within 1–3 business days after your order leaves our warehouse.

Can I change my shipping address after placing an order?

If your order hasn't shipped yet, contact us as soon as possible at support@adlerhouse.co and we'll do our best to update it. We cannot guarantee address changes after an order has been dispatched.

My order shows as delivered but I haven't received it. What do I do?

Please first check with neighbors or your local carrier, as packages are sometimes left in a safe location. If you still cannot locate your package, contact us at support@adlerhouse.co and we'll help you investigate.

Returns & Refunds

What is your return policy?

We offer a 30-day return policy. You have 30 days from your delivery date to request a return. Items must be unused, unworn, with all original tags and packaging intact. We cannot accept returns after 30 days.

How do I start a return?

Contact us at support@adlerhouse.co with your order details and reason for returning. Do not send items back without approval — items returned without prior authorization will not be accepted. Once your return is approved, we will send you detailed instructions.

Who pays for return shipping?

Return shipping costs are the customer's responsibility, except in cases where you received a damaged or incorrect item. There are no restocking fees.

How long does it take to receive my refund?

Once we receive and inspect your return, your refund will be issued to your original payment method within 7 days. You'll receive an email confirmation when it's processed.

Can I exchange an item?

Yes. Contact us at support@adlerhouse.co with what you'd like to exchange for and we'll walk you through the process.

I received a damaged or incorrect item. What should I do?

We're sorry about that. Please take a photo of the issue and email it to support@adlerhouse.co right away. We'll send you a replacement or issue a full refund, and we'll cover the return shipping cost in these cases.

Orders & Cancellations

Can I cancel my order after placing it?

Need to cancel your order? Contact us as soon as possible at support@adlerhouse.co. Once your order has been shipped, it cannot be canceled — but it may be eligible for a return according to our Return Policy.

Can I change or modify my order after placing it?

We process orders quickly, so changes cannot be guaranteed. Contact us immediately at support@adlerhouse.co and we'll do our best to accommodate your request before the order is processed.

I haven't received my order confirmation email. What should I do?

Please check your spam or junk folder first. If it's not there, contact us at support@adlerhouse.co with the email address you used at checkout and we'll look into it.

Payments

What payment methods do you accept?

We accept the following payment methods:

• Credit / Debit Cards: Visa, Mastercard, American Express, Discover, and Diners Club.
• Digital Wallets: Shop Pay, PayPal, Apple Pay, and Google Pay.

We do not accept Buy Now Pay Later services or cryptocurrency at this time.

What currency do you charge in?

All orders are processed in USD. If you are purchasing from outside the United States, your bank or card issuer may apply currency conversion or international transaction fees.

Is my payment information secure?

Yes. All transactions are encrypted using SSL technology and processed through PCI DSS compliant payment gateways. Adler House never stores your full card details on our servers. We only have access to your billing information, shipping information, order details, and the last 4 digits of your card.

Why was my payment declined?

Payment declines can happen for a number of reasons including incorrect billing information, insufficient funds, or your bank flagging an international transaction. Please double-check your details or contact your bank. If you continue to have trouble, reach out to us at support@adlerhouse.co.

Store name: Adler House
Company name: MOAR BRANDS CORP.
Company number: 777566837BC0001

Company Address: 329 Howe St, Unit #998, Vancouver, BC, V6C 3N2, Canada

Email: support@adlerhouse.co
Contact Form: Click Here
Phone: +1 778-798-3532

Response Time: Our customer service aims to respond within 24-48 hours on business days.

Customer Service Hours: Monday to Friday, 9:00AM to 6:00PM (PST)

Saturday and Sunday: Closed