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Store Policies

Privacy Policy

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
Attn: Customer Service-Privacy
725 SW Umatilla Ave.
Redmond, OR 97756

Frequently Asked Questions

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).

Contact Us:

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

Shipping Policies

FREE SHIPPING: available on purchases over $45 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.

Order processing takes 1-2 business days if the order is shipping out of our warehouse. Some brands we carry are shipped directly from the manufacturer allowing us to offer a greater selection. That being said, when products are shipped directly from the manufacturer, processing times may be as high as 7 business days.

International Shipping: We're sorry, we can't ship Internationally at this time, only within the United States.

Standard Shipping (FedEx or USPS) Standard Ground Shipments in the Contiguous U.S., typically take 6-9 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 that varies between 2-7 business days. Most items ship out within 1-2 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 Returns

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: We want you to be satisfied with your Altrec.com purchase. We want to make sure you have the right gear for your next outdoor adventure. If something isn't right, we will accept your return for a full refund as long as the returned product is unused, in original condition, and includes the original packaging and tags. Altrec does not accept returns for used and/or incomplete products. Please take extra care to ensure your item(s) meets these standards before returning it to Altrec. Any returned products not meeting these standards will not be accepted for credit and will be sent back to you at your expense. If you have any questions concerning whether an item can be returned for credit, please contact our Customer Service Team at (800) 369-3949 before shipping the item to us. If you return an item that does not meet the returns standards listed above, we will contact you by email, followed by a phone call. You will then need to claim your product within 30 calendar days from the initial email by calling our Customer Service Team at 800-369-3949 to make shipping and payment arrangements. If a product remains unclaimed after 30 calendar days, Altrec will arrange for the product(s) to be donated to a local non-profit agency or, if unusable, it will be recycled or otherwise disposed of accordingly.

Due to Health and Safety regulations, all sales on the following types of product are final and cannot be returned except in the case of manufacturer defect:

All bikini sets and bikini bottoms, competition swim suits, swim trunks, and underwear. Examples of underwear include: boxers, briefs, boxer-briefs and all Women’s underwear.

Helmets that show any kind of use and are not in their original packaging. Types of helmets include but are not limited to snowboard/skiing helmets, skateboard helmets, paddling helmets, cycling helmets and climbing helmets.

All load-bearing climbing equipment and related hardware accessories. Examples include: carabiners, quickdraws, active and passive camming devices of any kind, webbing, slings, crampons, ice screws, ice axes, ice tools, pulleys, ascenders, rescue equipment, nut tools.

Easy Returns

We've done our best to make Returns Easy for you to send back to us.

  1. Go to http://www.altrec.com/returns/ to arrange for returns and receive a Return Merchandise Authorization (RMA) number.
  2. Send your return package insured with your choice of carrier.

Please send all returns to the following address:

Altrec 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 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.

Payment

We accept PayPal only through our eBay store.