Store Policies
Please note, 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'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. Contact information from the order form is used to send orders and give information about our company. The customer's contact information is also used to get in touch with the customer when necessary.
If you have any questions about this privacy statement, you may contact
privacy@altrec.com
Or mail us at:
Altrec.com
Attn: Customer Service-Privacy
725 SW Umatilla Ave.
Redmond, OR 97756
Orders:
Do you ship Internationally?
We're sorry, we can only ship within the United States at this time.
What is the status of my order?
Once an item has shipped we will send you a tracking number via the email provided. If you did not receive a shipping confirmation email with a tracking number please contact our customer service center at 1-800-369-3949.
Why hasn't my order shipped yet?
If you have not yet received an email notification stating that your order has shipped, there are a few easily explained reasons:
- 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 1-800-369-3949 to check on the status of out-of-stock items. Inventory updates are sent to eBay all the time and we try out best to ensure ordered items will not be out of stock.
Product Questions:
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. If you are still unsure on sizing please give our customer service center a call and they would be glad to assist you.
Ordering:
If I decide to cancel an order after it has already gone through, can I do that? If you need to cancel an order, 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 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 back we will credit your account for the price of the product purchased (this will not include shipping costs).
For questions regarding products, order delivery, or returns please contact Altrec.
- E-mail: customerservice@altrec.com
- Phone: 1(800) 369-3949
- International: 1(541) 316-2400
FREE SHIPPING: available on purchases of $45 or more within the Contiguous U.S.. Exceptionally large/heavy items, such as a kayak, some items shipped from our Manufacturer partners directly, or orders with a high number of items may require an additional Handling Charge as noted on the product page or in our terms and conditions.
Orders are processed and shipped on business days only and do not include weekends or holidays. Severe weather may also cause delays in shipping. Orders containing items that ship from multiple locations may be shipped separately to serve you better.
If your order is received before 2 PM Pacific Time, we will do our very best to process it on the same day. Orders placed after 2PM Pacific Time will begin processing the following business day.
International Shipping: We're sorry, we can't ship Internationally at this time, only within the United States.
Standard Shipping: Standard Ground Shipments (less than $45), in the Contiguous U.S., typically take 3-5 business days after processing*. Shipments to Alaska/Hawaii typically take 9-14 business days after processing*.
Available for: United States
2-Business Day Air via FedEx: 2-Day Shipments, in the Contiguous U.S., arrive on the 2nd Business Day after processing*.
Available for: Contiguous United States
Next Business Day Air via FedEx: Overnight Shipments, in the Contiguous U.S., arrive on the Next Business Day after processing*.
Available for: Contiguous United States
P.O. Boxes: Orders to P.O. Box/FPO/APO addresses ship via USPS Priority Mail. Estimated shipping to P.O. Boxes is 3-5 business days after processing*. Estimated shipping to FPO/APO addresses is 7-30 days after processing*.
*All shipping times are after a processing time of up to 2 business days. FedEx delivers Standard Ground Tuesdays through Saturdays and Expedited packages Mondays through Fridays
Damaged Shipments
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 email customerservice@altrec.com for further help.
Tax Information
Sales Tax is added only to orders delivered within Washington and New York State. These two states require that we charge sales tax on the full amount of the order including the shipping charges. The tax rate varies depending on ship to address and sometimes by type of product. When applicable, sales tax information will be displayed in your shopping cart along with other pricing information that pertains to you order.
Altrec Guarantee
We are committed to providing the highest quality gear for your outdoor adventures. We provide world-class service, exceptionally fast delivery and a straightforward buying experience. You provide the passion and desire. We can only accomplish our mission if we build your trust and treat you exceptionally well each and every time you purchase from us. So, we've created a guarantee that takes the risk out of shopping: If you're not satisfied with your purchase, you can return any item at any time for a refund of the purchase price (less cost of shipping) of your product within 60 days of the date of the purchase.
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.
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.
Easy Returns
We've done our best to make Returns Easy for you to send back to us.
- Go to http://www.altrec.com/returns/ to arrange for returns and receive a Return Merchandise Authorization (RMA) number.
- Send your return package insured with your choice of carrier.
Please send all returns to the following address:
Altrec.com Returns
725 SW Umatilla Ave.
Redmond, OR 97756
USA
Phone: 1-800-369-3949
International: 1-541-316-2400
You may also contact Customer Service department to arrange for returns and receive a Return Merchandise Authorization (RMA) number. Please call 1-800-369-3949 with any questions or email customerservice@altrec.com for further help.
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 3-4 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.
If an item is found to be defective, or we sent you the wrong product by mistake, we most certainly will provide you with a pre-paid shipping label. Please call 1-800-369-3949 to request a pre-paid shipping label or email customerservice@altrec.com.
Do you pay for my return shipping?
Return shipping is the customer’s responsibility. 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.
Exchanges
It's easiest to handle an exchange as a separate invoice from the original order. Please place a new eBay order for the items you would like and then follow our returns procedure above. Your return will be credited to your credit card when it's received. Any new order will be a new charge.
If you do not want to have a new charge on your card, you may send back the return and call us at 1-800-369-3949. Once the product is received, we can send you out the new product. However, please keep in mind that there is a possibility that the item you need will go out-of-stock before we receive your package.
Damaged Shipments
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 email customerservice@altrec.com for further help.
We accept PayPal only through our eBay store.
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