FAQ's

These are the questions we hear most from other customers, so you may find what you're looking for here, or contact us for additional information.




Product Questions:

Live Chat

Call Us:
800-369-3949

We're Available:
Mon-Fri: 7:30am-4:00pm PST
Sat-Sun: CLOSED

How do I know what size to order?

Example: Sizing Chart Link

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. To view the discounted items click on the green "View sale items only" button, located on the right side of the product page. You will now only view sizes and colors that are a discounted price.

Where can I find an item's product number or SKU number?

Example: Product 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. For example, for the "Men's Denali Jacket," the product number is "86593". Additionally, after you have added an item to your shopping cart, the SKU number is listed in the description to the right of the product's picture. The PID number can be useful when speaking to a Customer Service Representative about your order, or when trying to find the same item on a new visit.


Ordering:

See Also: Order Status

When will I receive my order?

You can quickly and easily track the status of your order by logging in to your Account. Simply visit: Order Status.

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, Live Chat or use our Email Form.

Can I cancel an order after it has already gone through?

It is possible to cancel and order before it has shipped, but time is of the essence. Either login to your account and click on "Cancel this order" in the "Order" screen or contact customer service as quickly as possible, toll-free: 1-800-369-3949, or Live Chat . If your order has already 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 charge your account at the time you place the order. However, because of extended processing times, there are some Special Order items that we hold off on charging until closer to their ship dates. We support these payment methods:

Credit Cards

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.


Shipping:

How do I calculate shipping costs?

To calculate U.S. shipping costs:

  1. Add items to your Shopping Cart
  2. Enter your Zip Code or other shipping destination
  3. Click 'Calculate'
  4. Note the shipping prices and options
  5. 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 "Canada." Your shipping cost will appear on the right. For U.S. shipping, enter in your zip code and then click on the "Calculate" button.

When will my order ship?

Most orders are processed between 8am and 5pm Pacific Time, Monday - 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 4 shipping methods available, depending on where the package is going and how fast you want it to arrive 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 or Live Chat .

  • Standard Shipping: FREE on qualified orders in the Contiguous U.S.. Standard packages ship via Ground or USPS. Exceptionally large/heavy items may require an additional Handling Charge as noted on each product page.

    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?

See Also: Order Status

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. You can always click Order Status for updates. If you have not received an email notification stating that your order has shipped, there are a few easily explained reasons:

  • One or more of the items you selected is a Special Order item. Usually these products are shipping directly from the manufacturer and take longer to ship. Refer to the Order Status.
  • 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!

What does Special Order mean?

Items labeled as "Special Order" take longer to process than our regular inventory, so they may not ship for 4 to 15 business days after purchase. Processing times vary depending on the item and some of these items ship directly from the manufacturer. Any Special Order item is noted throughout the ordering process by a gold button; on the product page, in your shopping cart, during checkout, and on your invoice receipt. All Altrec orders list the scheduled delivery date when you enter the destination zip code.

Do you ship outside of the United States?

See Also: International Shipping

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 See our list of vendors, so some product pages will include the bullet, "Available within the U.S. only."

Why is my order being shipped in multiple packages?

The items in your order are coming from different warehouses. Each warehouse has different processing and shipping times, so your packages may arrive at different times. If you have any questions about when your products are scheduled to ship and expected delivery date, visit Order Status. If you need help, please call customer service toll-free: 1-800-369-3949.

See Also: Special Order

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?

See Also: Your Account Returns

We want you to be satisfied with your new product. This means that we will accept your return for a refund or exchange as defined below.

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. See the Details...

We want to make returns easy for you to send back to us. Please follow the instructions on our Your Account Returns:


Returns Returns Returns Returns
1. Login to My Account or Find your Order on the Your Account Orders. 2. Find your order, Choose the items, Print your packing list. 3. Pack the list inside your package with the item(s) to return. 4. Send the package using your choice of carrier or our $8.00 UPS label.

Are any items excluded from your returns policy?

Yes. In addition to not accepting used returns and returns without original packaging and tags, the following important exclusions apply to our returns policy:

  • All load-bearing climbing equipment and related hardware.
  • All swimsuits and underwear.
  • Helmets that show any sign of use.

When will I be notified that my return has been credited?

If your return meets our returns policy criteria, we will send you an email that your return has been processed. Please allow 2-10 business days for your bank to credit your account.

We will notify you via email if your return does not meet our criteria.

Can I exchange my product if it doesn't fit?

You may exchange an item by placing a new order and then returning, (creating an RMA) your original order for a full refund. If you received the wrong item, please call customer service toll-free: 1-800-369-3949, Live Chat or with our Email Form.

Do you pay for my return shipping?

We do not provide free returns, but we do offer a $8.00 shipping label using our UPS account. If we have sent you a wrong item or a defective item, please call customer service toll-free: 1-800-369-3949, Live Chat or with our Email Form for further help.

What if I receive the wrong item, a defective item or the picture does not match what I received?

If this applies to you, please contact us immediately toll-free: 1-800-369-3949 or with our Email Form and we will send you the correct item with no additional charge to you. Additionally, we will send you a free shipping label so that you can send the incorrect item back to us free-of-charge.


Our Policies

Privacy Policy

See Also: Full Privacy Policy

At Altrec.com we recognize that you value the privacy of your personal information and how it is used. Our privacy policy outlines the information we gather, how it is used, and how we will protect it. See: full Privacy Policy...

Payment Options

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.

Credit 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.

Price Guarantee

We guarantee that if we place an item on sale, on this site, less than 7 days after you bought it at full price, just let us know and we will happily refund you the difference. Please call customer service toll-free: 1-800-369-3949, Live Chat or use our Email Form, let us know what you bought and we will happily refund you the difference.

  • Only on purchases made within the last 7 days
  • Only on purchases made on the Altrec.com site
  • Only on the same size and color that is in stock
  • Does not apply to special sales
  • Does not apply to use of gift certificates, rebates or gift with purchase

Again, simply contact us within 7 days of your purchase with our Email Form, Live Chat or by calling customer service toll-free: 1-800-369-3949.

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.

Details:

  1. Under the terms of the United States Fair Credit Billing Act, your credit card provider cannot hold you liable for more than $50 of fraudulent charges. If your credit card provider does hold you liable for any of this $50, altrec.com will cover this entire liability for you, up to the full $50. altrec.com can only cover this liability if the unauthorized use of your credit card resulted through no fault of your own, from purchases made at altrec.com, while using our secure server. Unless otherwise expressly provided in a legal notice, the aggregate liability for the Company to you for all claims arising from the use of the Web site is limited to $50.
  2. In the event of unauthorized use of your credit card, you must notify your credit card provider in accordance with its reporting rules and procedures.

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:

altrec.com
Attn: Customer Service - Credit Card Security
725 SW Umatilla Ave.
Redmond, OR 97756

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.






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  • Talk to Us:
    (800) 369-3949
    Live Chat
  • We're Available:
    Mon-Fri: 7:30am-4:00pm PST
    Sat-Sun: CLOSED