Customer Service
Store Help
Thank you for visiting our gear store. We have partnered with Altrec.com in order to provide you with the best selection of outdoor gear and apparel.
Please contact Altrec.com Customer Service for any questions you have about this store and its products:
- (800) 369-3949
- customerservice@altrec.com
Once you add an item to your cart, you will be sent to Altrec.com to complete your purchase.
- Shipping
- Ordering
- What is the Status of my order?
- Why hasn't my order shipped yet?
- Why is my order being shipped in multiple packages?
- How can I pay for my order?
- Will I have to pay Sales Tax?
- What is a Special Order?
- Why did I find an Out-of-Stock Item?
- How do I cancel my order?
- Why did I receive voicemail or email asking to verify my addresses?
- International Orders
- Guarantees
- Returns
Shipping:
- How do I get Free Shipping?
FREE SHIPPING is available on purchases of $45 or more within the Contiguous U.S.. To receive FREE Shipping, simply choose the FREE Shipping Option during checkout. Exceptionally large/heavy items, such as a kayak or Special Order items, may require an additional Handling Charge in the shopping cart.
- How much do other shipping options cost?
Shipping costs can be calculated in your shopping cart. Add the items you'd like to your Cart and enter your zip code, then the shipping cost will appear on the right. For U.S. shipping, enter in your zip code and then click on the "Calculate" button.
- How will my order be shipped?
We use either U.S. Postal Service or FedEx for all of our shipments. All of the expedited shipments (2Day, Overnight), are sent FedEx. Standard Ground shipments are sent via USPS or FedEx depending on the product. We are able to send to all Post Office boxes and APO addresses. FedEx uses an updated tracking system to monitor your order, while USPS does not. If you receive an error message when entering a Post Office box address, we can still put the order through if you call us: (800) 369-3949.
- How quickly will my order ship?
All orders are processed between 8am and 5pm Pacific Time, Monday - Friday. You can find the processing times for your items within your shopping cart. As product can ship from multiple warehouses, you may see different processing times for different products. Most shipments are only delivered on business days. Our shipping partner, FedEx delivers Standard Ground packages on Saturdays, but NOT Mondays. If your order contains Special Order items, processing times may be extended... See Special Orders.
- Will my order ship in one package?
If you place an order with multiple items, it is possible that certain products will be shipped from different warehouses. 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, however, see separate charges each time a package that is part of your order ships. That charge will cover just the product that is being shipped in the package. Additionally, as each manufacturer has different processing and shipping times, it is possible that your packages will arrive at different times. If you have any questions about when your products should be shipped and delivered, please call our customer service at 800-369-3949, or send us an email at customerservice@altrec.com.
- What if my product is damaged during shipment?
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 800-369-3949, or send us an email at customerservice@altrec.com.
Ordering:
- What is the status of my order?
Please contact us by phone 1-800-369-3949 or email customerservice@altrec.com for help with your order status.
- Why hasn't my order shipped yet?
If you have not yet received an email notification stating that your order has shipped, there could be several reasons:
- One or more of the items you selected is a Special Order item. these takes longer to ship. with questions, please call (800) 369-3949.
- 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 us at (800) 369-3949 to complete the order processing.
- An item is out-of-stock on your order. Every time there is an out-of-stock item on an order, one of our Customer Service Representatives will call the customer to notify them. Sometimes, however, either an incorrect telephone number is listed or the customer is not reachable. If this is the case, please call (800) 369-3949 to check on the status of out-of-stock items.
- The order wasn't finalized. In some cases, orders will fail that have incorrect information (such as address or credit card expiration date). If this is the case, the order will not be processed, you will not be charged, but the items will remain in your shipping cart for two hours.
- Why is my order being shipped in multiple packages?
If you place an order with multiple items, it is possible that certain products will be shipped from different warehouses. 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, however, see separate charges each time a package that is part of your order ships. That charge will cover just the product that is being shipped in the package. Additionally, as each manufacturer has different processing and shipping times, it is possible that your packages will arrive at different times. If you have any questions about when your products should be shipped and delivered, please call our customer service at (800) 369-3949.
- How can I pay for my order?
We accept the following credit cards: 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.
- Will I have to pay Sales Tax?
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.
- What is a Special Order?
Certain items are labeled as "Special Order." In order to lower prices, we reduce our costs by shipping directly from the manufacturer's warehouse. When these special order items are purchased, it can take up to two to three weeks (noted on the product page and in the shopping cart) for the product to be shipped to us before it can be shipped out to you. - Why did I find an Out-of-Stock Item?
Though we do our best to make sure the products we offer are always available, we occasionally sell out of particular items after it has been ordered. In that case, we will notify you as quickly as possible and you will not be charged for that item. If your order contains multiple items, we will adjust the out-of-stock item off of your order so that we can send the remaining items out to you without delay. - How do I cancel my order?
If you need to cancel an order after it has already gone through, please call 1-800-369-3949 so that we can put a stop to your order as quickly as possible. If your order has not yet shipped, you will not have been charged (the pending authorizations will come off within a few business days). If your order has already been shipped, you can either refuse the package or send it back marked "Return to Sender." Once we receive the package, we will credit your account. - Why did I receive voicemail or email asking to verify my addresses?
Each transaction is sent through a bank verification process. When a transaction is sent back to us as potential fraud, we work hard to protect the customer by investigating thoroughly. If it is necessary, we contact you to verify the information matching the card. If there is no response within 72 hours, the order is automatically canceled, and all pending authorization charges are removed.
International Orders:
- Do you ship internationally?
Yes, we ship internationally to certain countries. See our list of countries... Please keep in mind that certain manufacturers don't allow us to ship their products internationally, so some product pages will say "Only ships within the United States."
- How much is shipping to Canada?
Shipping costs can be calculated in your shopping cart. Add the items you'd like to your Cart and click on the link for "Canada", then the shipping cost will appear on the right. For U.S. shipping, enter in your zip code and then click on the "Calculate" button.
- Are there restrictions on orders to Canada?
Canadian orders are subject to duties and taxes, which are the responsibility of the customer and must be paid upon receipt of shipment. Contact your customs office for more information on duties, taxes and restricted products. The estimated time of delivery for Canadian Ground orders is 7-30 days.
Please keep in mind as well that while we do try to ship as many products as we can to Canada, certain vendors (such as The North Face) do not allow us to ship their products outside of the U.S.. If this is the case, it will say so on the product page, in the shopping cart, and during checkout.
- How much is other international shipping?
Shipping costs can be calculated in your shopping cart. Add the items you'd like to your Cart and click on the link for "International", then the shipping cost will appear on the right. For U.S. shipping, enter in your zip code and then click on the "Calculate" button.
- Are there restrictions on other international orders?
IMPORTANT: International shipments are subject to Duties, Taxes, Broker Fees, and Customs Fees in your country. These EXTRA fees are YOUR responsibility and must be paid upon receipt of the shipment. The rules for these fees vary by country, and your local government determines the duty and customs charges. Customs procedures may delay shipments
Please keep in mind as well that while we do try to ship as many products as we can internationally, certain vendors (i.e. The North Face) do not allow us to ship their products outside of the U.S.. If this is the case, it will say so on the product page, in the shopping cart, and during checkout.
Returns:
- What is your return policy?
We have a Guarantee on everything we sell. This means that we accept all returns, for a limited time, with a full refund (not including shipping costs)... Details.
- How do I make a return?
Contact our Customer Service department to arrange for returns and receive a Return Merchandise Authorization (RMA) number.
It can take up to two weeks for return packages to reach us and to be checked in (additional time may be needed after weekends and holidays). Once your return is checked in, please allow 10 business days for your bank to register the credit onto your account. As soon as your package is checked in, you will be notified via email.
All returns should be sent to the following address:Altrec.com Returns
725 SW Umatilla Ave
Redmond, OR 97756
USA - Can I make a direct exchange?
We would be more than happy to send you a different size/color as an exchange. You may send back the return and call us at (800) 369-3949 to request a "store credit." Once the product is received, we can send you out the new product by using your store credit. Please keep in mind that the item you need may go out-of-stock before we receive your package.
- Do you pay for my return shipping?
We do not pay shipping costs for returns. However, if an item is defective, or we sent you the wrong product by mistake, we most certainly will provide you with a pre-paid shipping label. Please contact us by phone (800) 369-3949 or email customerservice@altrec.com for further help.
- I just sent back my return, why hasn't it been credited to my account yet?
It can take up to two weeks for return packages to reach us and to be checked in (additional time may be needed after weekends and holidays). Once your return is checked in, please allow 10 business days for your bank to register the credit onto your account. As soon as your package is checked in, you will be notified via email.
- What if I receive the wrong item or the picture does not match what I received?
If we send you a different item than what you were expecting, please contact customer service immediately at (800) 369-3949 or customerservice@altrec.com 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.
Guarantees:
- What is your product Guarantee?
We are committed to providing the highest quality gear for your outdoor adventures. Altrec.com provides world-class service, exceptionally fast delivery and a straightforward buying experience.If you are not completely satisfied with your purchase for any reason, you can simply return any item within 60 days of purchase for a refund or exchange (less cost of shipping), no questions asked.
- We just require items to be returned in their original packaging and in their original condition.
- We will happily provide store credit for any items returned after 60 days as long as they are in their original condition.
- We're sorry, but used items cannot be returned for refund or credit unless due to manufacturer defect.
- We will accept any item that is defective due to a manufacturer issue at any time. We will handle the return to the manufacturer for you and happily provide a replacement. The replacement could be the closest approximation if the original is no longer available or a store credit which will be determined at our discretion.
- Any electronic or food products that have been opened and/or used cannot be returned unless the item was received defective.
- Opened software, music, games, and movies may be exchanged for the same title only.
- All climbing equipment sales are final. Examples of climbing equipment include but are not limited to; Carabineers, Quick draws, cams, harnesses, stoppers, hexes, belay devices, slings, ropes, helmets, crampons, ice screws, Ice axes, Ice tools, pulleys, ascenders, rescue kits, nut tools and personal anchors.
- What is your price Guarantee?
We guarantee that if we place an item on sale less than 10 days after you bought it at full price, just let us know and we will happily refund you the difference. This offer only applies to purchases made within the last 10 days, and only if we have the same size and color of that item in stock at the time. This offer does not apply to special sales, use of gift certificates, rebates or gift with purchase promotions
Simply contact us within 10 days of your purchase at 1-800-369-3949.
- How do you protect my privacy?
We will never sell, lease, rent or give your e-mail address or other personal information to anyone else without your permission. Period. Since Altrec.com's distribution model requires some manufacturers to ship products to customers, it is necessary to provide shipping information for that purpose. We created this policy to demonstrate our firm commitment to your privacy.
- How do you protect my credit card securty?
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.
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.
- 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.
- 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.
- I bought an item that's now on sale, will you give me a credit?
Yes, as long as the same color and model that has gone on sale and it has been two weeks or less since the date of purchase. Please call us at (800) 369-3949 or email customerservice@altrec.com to receive this credit.
Countries Where We Ship:
- Andorra
- Argentina
- American Samoa
- Austria
- Australia
- Belgium
- Bermuda
- Bahamas
- Canada
- Chile
- Czech Republic
- Denmark
- Finland
- France
- Germany
- Great Britain
- Gibraltar
- Greenland
- Greece
- Guam
- Hong Kong
- Ireland
- Israel
- Iceland
- Italy
- Japan
- Liechtenstein
- Luxembourg
- Malta
- Netherlands
- Norway
- New Zealand
- Philippines
- Puerto Rico
- Portugal
- Saudi Arabia
- Singapore
- Spain
- Sweden
- Switzerland
- South Korea
- Turkey
- Taiwan
- United Arab Emirates
- United Kingdom
- United States
- Virgin Islands
- South Africa
Sales Exclusions:
In-season products from The North Face are excluded from all sales events.