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.
Our 100% Satisfaction Guarantee is our commitment to stand behind our products and service. It starts with understanding your needs and answering your questions. We also have a 100% no-questions-asked lifetime Satisfaction Guarantee on everything we sell. This means that we accept returns for a refund of the full purchase price at any time.
Q: How much does it cost to ship my order?
A: The shipping address determines the shipping costs. Once you enter the shipping destination zip code, actual shipping options and cost will be available on the shopping cart and address pages at checkout.
Q: What is your return policy?
A: We have a 100% no-questions-asked lifetime Satisfaction Guarantee on everything we sell. This means that we accept returns for a refund of the full purchase price at any time. How to make a return...
Q: How do I contact Customer Service?
A: Our Customer Service Staff is here to answer all your questions. Anything you need to know from, "where's my order?" to, "what gear do I need to climb Mt Hood?"
Please call customer service toll-free: 1-800-369-3949, Chat Now or with our Email Form.
OUR HOURS - Mon-Fri: 6am-8pm, Sat-Sun: 10am-6pm PST .
Q: Can I exchange my product if it doesn't fit?
A: 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, Chat Now or with our Email Form.
How to make a return...Q: When will I receive my order?
A: You can quickly and easily track the status of your order by logging in to your Account. Simply visit: Order Status.
Q: Do you pay for return shipping?
A: We do not provide pre-paid shipping labels for returns. If we have sent you a wrong item or a defective item, please call customer service toll-free: 1-800-369-3949, Chat Now or with our Email Form for further help.
Q: Why is there a range of prices on the same item?
A: 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.
Q: Do you ship outside the U.S.?
A: 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: list of vendors, so some product pages will include the bullet, "Available within the U.S. only."
Q: Why is my order late?
A: 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 check your order with Order Status.
Q: How much will shipping to Canada cost?
A: 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.
See also, our International Shipping.
Q: When does my credit card get charged?
A: We charge your account at the time you place the order. However, because of extended processing times, there are some backordered items that we hold off on charging until closer to their ship dates. We support these payment methods:
Credit Cards
Q: Why is my order being shipped in multiple packages?
A: 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, log-in to your account and click Order Status. If you need help, please call customer service toll-free: 1-800-369-3949.
When you order multiple items some products may be Backordered (what does Backordered 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.
Q: How do I pay with a Pre-paid Gift Card?
A: 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.
Credit Cards
Call Us:
800-369-3949
Email:
Online Form
We're Available:
Mon-Fri: 6am-8pm
Sat-Sun: 10am-6pm PST
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...
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.
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.
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.
You can quickly and easily track the status of your order by logging in to your Account. Simply visit: Order Status.
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.
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, Chat Now or use our Email Form.
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 Chat Now . 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.
We charge your account at the time you place the order. However, because of extended processing times, there are some backordered items that we hold off on charging until closer to their ship dates. We support these payment methods:
Credit Cards
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.
When writing a gear review, make sure you use the same email address you use to login to your account. Please follow the review guidelines so your review will be approved. Once your review is approved we will notify you via email that your review is available, login to your account to view the exclusions and the directions. Please keep in mind that the review Coupon is not valid on sale items or on The North Face products. The coupon will expire 30 days from the date your review is approved and may not be combined with any other offer or coupon.
It takes up to 72 hours for reviews to be approved. Our goal is to provide the highest quality review to help our customers make the best buying decision possible. If your review is not approved you will receive an e-mail notifying you that it will need to be rewritten. To help you avoid delays, check the "Tips for writing a great review" with bullet point guidelines.
To calculate U.S. shipping costs:
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.
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. Our shipping partner, FedEx delivers Standard Ground packages on Saturdays, but NOT Mondays.
We have 4 shipping methods available, depending on where the package is going and how fast you want it to arrive after processing. FedEx uses an updated tracking system to monitor your order, USPS does not. 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 Chat Now .
Standard Shipping: FREE on qualified orders in the Contiguous U.S.. Standard packages ship via FedEx 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*)
Expedited (2DAY) Shipping, generally ships via FedEx: 2-Day Shipments, in the Contiguous U.S., arrive on the 2nd Business Day after processing*.
Available for: Contiguous U.S.
Available for: Contiguous U.S.
USPS Priority Mail: Priority Shipping is available for International Orders. Shipping to U.S. Protectorates is considered the same as international shipping. The estimated time of delivery for international orders 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. Our shipping partner FedEx does not deliver Standard Ground packages on Sundays or Mondays.
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:
Items labeled as "Backordered" 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 Backordered 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.
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."
Most packages within the United States allow for Signature Required delivery. Simply check the box located below the shipping options to select Signature Required Service. We recommend this if you don't want deliveries left unattended at your address. Signature Required service is not available on all packages or shipping types.
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: BackorderedWhen you order multiple items some products may be Backordered (what does Backordered 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.
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 pre-paid shipping label for the return. Please contact us by phone 1-800-369-3949 or use our Email Form for further help.
We want you to be 100% satisfied with your Altrec.com purchase. If something isn't right, we guarantee total satisfaction by offering a 100% no-questions-asked lifetime Satisfaction Guarantee on everything we sell. Our unlimited returns policy means we will refund your purchase in full at any time. We want to make sure you have the right gear for your next outdoor adventure.
We've want to make returns easy for you to send back to us. Please follow the instructions on our Returns page:
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| 1. Login to My Account or Find your Order on the Returns page. | 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 insured with your choice of carrier. |
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, Chat Now or with our Email Form.
We do not provide pre-paid shipping labels for returns. If we have sent you a wrong item or a defective item, please call customer service toll-free: 1-800-369-3949, Chat Now or with our Email Form for further help.
It generally takes 7 to 10 business days from the time we receive your return to when it is processed by our Returns Dept. (Additional time may be needed after holidays or for U.S. Territory and APO returns). Once your item has been processed, we will notify you by e-mail. Please allow approximately 2 to 10 business days for your bank to credit your account.
If we sent you a different item than what you ordered, please contact us immediately toll-free: 1-800-369-3949, Chat Now 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 pre-paid shipping label so that you can send the incorrect item back to us free-of-charge.
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...
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.
We guarantee that if we place an item on sale, on this site, less than 10 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, Chat Now or use our Email Form, let us know what you bought and we will happily refund you the difference.
Again, simply contact us within 10 days of your purchase with our Email Form, Chat Now or by calling customer service toll-free: 1-800-369-3949.
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:
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
Washington State Sales Tax - Sales tax is added to orders delivered within Washington State. The State of Washington requires that we charge state and local sales tax on the full amount of the order, including any shipping charges. Sales tax is calculated using the base state tax rate of 6.5% plus the local tax rate associated with the shipping address in your order. This combined sales tax total will be displayed during checkout along with other pricing information that pertains to your order.
New York State Sales Tax - Sales tax is added to orders delivered within New York State. The State of New York requires that we charge state and local sales tax on the full amount of the order, including any shipping charges. Sales tax is calculated using a combined state and local sales tax rate based on the shipping address in your order. There may be exemptions for certain clothing and footwear based on New York State sales and use tax regulations. This calculated sales tax total will be displayed during checkout along with other pricing information that pertains to your order.
We're Available:
Mon-Fri: 6am-8pm
Sat-Sun: 10am-6pm PST
