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:

  • How do I get Free Shipping?

    FREE SHIPPING is available on qualified orders within the Contiguous U.S.. To receive FREE Shipping, simply choose the FREE Shipping Option during checkout. If you do not see free shipping, the shipping tool will inform you how to qualify for free shipping. Exceptionally large/heavy items, such as a kayak or Backordered items, may require an additional Handling Charge in the shopping cart.

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  • 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.

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  • 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.

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  • 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 Backordered items, processing times may be extended... See Backordered.

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  • 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. 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.

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  • 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.

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Ordering:


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."

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  • 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.

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  • 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.

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  • 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.

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  • 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.

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Returns:


Guarantees:

  • What is your product Guarantee?

    Our GuaranteeWe 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.

    We want you to be 100% satisfied with your purchase. If something isn't right, we guarantee total satisfaction by offering a We have 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.

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  • 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.

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  • 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.

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  • 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.

    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.

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  • 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.

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Countries Where We Ship:

• American Samoa
• Aruba
• Australia
• Austria
• Barbados
• Barbuda
• Belgium
• Belize
• Bermuda
• Bhutan
• British Virgin Islands
• Brunei
• Canada
• Cook Islands
• Costa Rica
• Curacao
• Czech Republic
• Denmark
• England (UK)
• Fiji
• Finland
• France
• Germany
• Gibraltar
• Great Britain
• Guam
• Hong Kong
• Hungary
• Iraq
• Ireland, Northern
• Ireland
• Israel
• Italy
• Japan
• Jordan
• South Korea
• Kuwait
• Liechtenstein
• Lithuania
• Luxembourg
• Macau
• Maldives
• N. Mariana Islands
• Mauritania
• Mauritius
• Mexico
• Moldova
• Monaco
• Netherlands (Holland)
• Netherlands Antilles (Caribbean)
• New Zealand
• Norway
• Oman
• Panama
• Paraguay
• Poland
• Puerto Rico
• Qatar
• Romania
• St. Kitts & Nevis
• St. Lucia
• St. Maarten
• St. Martin
• St. Thomas
• St. Vincent
• San Marino
• Saudi Arabia
• Scotland
• Seychelles
• Singapore
• Slovenia
• South Africa
• Spain
• Sweden
• Switzerland
• Taiwan
• Thailand
• Turkey
• Turks & Caicos Islands
• United Arab Emirates
• United Kingdom
• United States
• US Virgin Islands
• Vatican City
• Venezuela
• Wales (UK)


Sales Exclusions:

In-season products from The North Face are excluded from all sales events.


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