How do I know what size to order?
If you are concerned or confused about the sizing of the product, most of our products have sizing charts from the manufacturer to aid you in your selection. See How to find a sizing chart...
Why can't I order the color and size I want? When I click on one, the other disappears.
The size/color combination you want is not currently in stock. If you want to be notified via e-mail when the size/color combination is available, click the gold button, "Notify me" at the top of the page and enter your contact information. We'll contact you when the item is back in stock.
Why is there a range of prices on the same item?
Our site lists the range of prices that are available for that item. Our prices depend on the color, size and availability for any product we carry.
Where can I find an item's product number or SKU number?
When looking at a product page, you can find the product number in parenthesis on the right side of the page just below the brand logo. When looking at a product page, you can find the product number in gray type on the right side of the page just below the brand logo. For example, the women's Mountain Hardwear Ghost Whisperer Down Jacket product number is mh3gwdw02bk15zz-mountain-hardwear-snowboard-jackets. Additionally, after you have decided on a color and size combination, the SKU number shows in parentheses to the right of the color and size, above the price. Using the same jacket example, the SKU number for the black color in size large is mh3gwdw06bk15. It is useful to know both numbers when speaking to a Customer Service Representative about your order, or when trying to find the same item on a new visit.
When will I receive my order?
You can quickly and easily track the status of your order by clicking on "Track Order" at the top right of this page and entering your email address and order number. Simply visit: Track Order.
Why did I receive an email or a voicemail asking to verify my billing and shipping address?
Each transaction is sent through a bank verification process. When a transaction is sent back to us it is due to billing information that doesn't match the credit card being entered in the order process. We work hard to protect you from potential fraud by investigating these cases thoroughly. If it is necessary, we will contact you to verify the information matching the card. If there is no response within 72 hours, the order is automatically canceled.
Can I add an item even though I have already placed the order?
We process orders quickly. There is only a small window where an item can be added to an existing order. If we cannot add an extra item, we would be happy to place a new order. Please call customer service toll-free: 1-800-369-3949 or use our Email Form.
Can I cancel an order after it has already gone through?
It is possible to cancel an order before it has shipped, but time is of the essence. Please contact customer service as quickly as possible, toll-free: 1-800-369-3949. If your order has already been processed, you will need to return the order following the returns process. Once we receive the package we will credit your account and you will receive a refund to the same payment method used to make the purchase.
When does my credit card get charged?
We authorize your account at the time you place the order. The charge to your account is completed when the order is shipped. We support these payment methods:
How do I pay with a Pre-paid Gift Card?
Pre-paid gift cards issued by Visa, MasterCard, American Express or Discover do not have Billing Addresses assigned to them so you will need to register the card with your home address before it can be used. Information for registering the card is usually located on the back of the card or on the issuing bank's website.
How do I calculate shipping costs?
To calculate U.S. shipping costs:
- Add items to your Shopping Cart
- Enter your Zip Code or other shipping destination
- Click 'Calculate'
- Note the shipping prices and options
- If one or more of your items cannot ship internationally, you will see a message stating that, "Some of your items cannot ship internationally."
How much will shipping to Canada cost?
Shipping costs can be calculated in your shopping cart. Add your items to the shopping cart and click on the link for "International Shipping" in the Shipping Calculator section. Choose Canada from the drop down menu. Your shipping cost will appear below the International Shipping link.
When will my order ship?
Most orders are processed between 8am and 5pm Central Standard Time, Monday through Friday. You can find the estimated arrival date on both the product page and within your shopping cart, after you enter your destination. As product can ship from multiple warehouses, you may see arrival dates for different products. Most shipments are only delivered on business days.
How will my order ship?
We have several shipping methods available, depending on where the package is going and how fast you want it to arrive after processing. All shipping times are after processing. Some items are restricted from being delivered to PO Boxes, Military addresses or outside of the 48 contiguous United States. If you receive an error message when entering a Post Office box or other address, we may still be able to put the order through if you call customer service toll-free: 1-800-369-3949
Standard Shipping: FREE on qualified orders in the Contiguous U.S. Standard packages ship via Ground or USPS. P.O. Boxes do not qualify for Free Shipping. Large/heavy items may require an additional handling charge and may not qualify for Free Shipping. These items include but are not limited to kayaks, bikes, surf and paddle boards, large inflatables, large towables, travel bags, and board bags with wheels.
Available for: Contiguous U.S. (3-5 days*), Alaska & Hawaii (3-5 days*), Canada (7-30 days*)
3 DAY Shipping, in the Contiguous U.S., arrive on the 3rd Business Day after processing*.
Available for: Contiguous U.S.
2 DAY Shipping, in the Contiguous U.S., arrive on the 2nd Business Day after processing*.
Available for: Contiguous U.S.
- Overnight Shipping, in the Contiguous U.S., arrive on the Next Business Day after processing*.
Available for: Contiguous U.S.
USPS Priority Mail: Priority Shipping is available for orders shipping to U.S. Protectorates. The estimated time of delivery is 7-30 days after processing*.
PO Boxes: Orders to PO Boxes and FPO/APO addresses ship via USPS Priority Mail only
*All shipping times are after processing.
Why hasn't my order shipped yet?
We apologize for any inconvenience. On rare occasions orders may be delivered after the target delivery date. This may be based on weather delays or in the order fulfillment process. If you have not received an email notification stating that your order has shipped, there are a few easily explained reasons:
- We need you to verify your billing and shipping information. If this is this case, we will contact you by email, or you may call customer service toll-free: 1-800-369-3949 to complete the order processing.
- An item is out-of-stock on your order. We don't like this any more than you do but on rare occasions we may be out of stock on a particular item. One of our Customer Service Representatives will notify you by phone or e-mail as quickly as possible.
- The order did go through. In some cases, we only receive partial information regarding your order. If this is the case, the order will not be processed and you will not be charged. However, the items will remain in your cart unless another order is placed for the same items.
Please call customer service toll-free 1-800-369-3949 anytime-we are happy to help!
Do you ship outside of the United States?
Yes, we ship internationally to certain countries. See: list of countries. Please keep in mind that certain manufacturers don't allow us to ship their products internationally.
When you order multiple items some products may be Special Order (what does Special Order mean?). Each package will have its own tracking number which will be sent to you in an email when the package is shipped. You will not be charged any additional shipping costs for multiple packages sent on one order. You will only be charged once, when your order is placed.
My package is damaged/missing what do I do?
If you receive a product that was damaged in shipping, please contact us as soon as possible. Have ready your invoice number (found on packing slip) and the name of the carrier that delivered the package.
If we have the same product in stock, we can send you a replacement product, and provide you with a free shipping label for the return. Please contact us by phone 1-800-369-3949 or use our Email Form for further help.
Returns & Exchanges:
What is your return policy?
Standard Return Policy: Any product purchased from Altrec between 1/1 and 10/15 may be returned within
30 days for credit or exchange, as long as it is unused, tags attached, and in its original condition.
Holiday Return Policy: Any product purchased from Altrec between 10/16 and 12/31, may be returned by
1/31 for credit or exchange, as long as it is unused, tags attached, and in its original condition.
Please fill out the accompanying Exchange/Return form and include it with the products you are returning. Please note the reason for the return. Indicate if you prefer a charge credit (to the card originally used), or an exchange. If you’re exchanging, let us know what you’d like by completing the information in the exchange item field.
Pack and seal your return securely (in the original package if possible) and include the Exchange/Return form. Packages must be returned prepaid; we cannot accept C.O.D. deliveries. For your protection, please use UPS, Fed Ex or Insured Parcel Post for shipment.
Processing your return or exchange can take 2 to 3 weeks. If you need your item(s) sooner, please call Customer Service to make special arrangements. All credits will be placed on the credit card used for the original purchase. Please allow 1-2 billing cycles for the credit to appear on your statement.
If you received the wrong item or would like additional information please contact us by phone 1-800-369-3949 or use our Email Form for further help.
Please download our Exchange/Return form here
Our return address is:
200 S Owasso Blvd. E
St.Paul, MN 55117
We accept the following: Visa, MasterCard, American Express and Novus/Discover. We do not accept checks, money orders or C.O.D.. All prices and transactions are in U.S. Dollars. You may also shop with the convenience of a PayPal account. It's a safe and secure method of payment that accepts a wide variety of major credit or bank cards.
In order to use a pre-paid gift cards issued by Visa, MasterCard, American Express or Discover, you will need to register the card with your home address before it can be used. Information for registering the card is usually located on the back of the card or on the issuing bank's website.
Credit Card Security:
Shopping at our site is safe, and we guarantee it. All orders on our site are processed on our secure server. All credit card information is encrypted and protected. To check that your transaction is secure, look for the unbroken key or closed padlock icon in the corner of your browser screen.
If you would prefer not to place your order on-line, please call our Customer Service at 1-800-369-3949. One of our customer service representatives will be happy to assist you.
Your credit card security is a priority at altrec.com. We guarantee the safety and confidentiality of every transaction we process. If an unauthorized charge ever appears on your credit card statement as a result of shopping at altrec.com, you pay nothing.
Contacting Us: If you have any questions about this security statement, the practices of this site, or your dealings with this site, you may use our Email Form or write us:
No Sales Tax:
US Orders: No Sales Tax on orders shipped outside Minnesota.
International Orders: Applicable sales tax for a particular country might be applied at time of delivery.