Deal of the Day:

Help: FAQ's

Shipping:

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 will shipping cost to send internationally?
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" or "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.

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 (3Day, 2Day, Overnight), are sent FedEx. The standard shipments (Free & Ground) 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: 1-800-369-3949.

Orders:

What is the status of my order?
You can quickly and easily track the status of your order by logging in to your Account. Simply visit: Track My Order.

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:

One or more of the items you selected is a Special Order item. these takes longer to ship. If you would like the remainder of your order to be shipped immediately, please call 1-800-369-3949, or send us a detailed email: customerservice@altrec.com.
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 1-800-369-3949 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 1-800-369-3949 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.

What does Special Order mean?
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 or three weeks for the product to reach us before it is shipped to you. If you are ordering multiple items, you may want to order the Special Order item(s) separately in order to prevent a delay for the rest of the order.

I only made one order - why am I seeing multiple charges to my account?
During the checkout process, each time the final "Purchase" button is clicked a pending authorization amount is sent to your account to reserve the funds for your order. However, we will only charge you once for your order, and those charges will only be finalized when the order is shipped to you. Typically those pending authorizations are removed from your account overnight, but it may take a few days. We do not have the ability to remove these pending authorizations, and you will need to contact your bank if you need them removed immediately.

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. 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 1-800-369-3949.

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. See how to find a sizing chart...

Where can I find an item's product number or SKU number?
When looking at a product page, you can find the product number in parenthesis after the product name, in the text above the product photo. For example, for the "Men's Denali Jacket," the product number is "11855". 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. These 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.

Returns:

What is your return policy?
We have a 100% Lifetime Guarantee on everything we sell. This means that we accept all returns at any time with a full refund (does not include shipping costs). How to make a return...

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 1-800-369-3949 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.

How do I make a return?
We've done our best to make Returns EASY for you to send back to us. Please follow the instructions on our returns page...

Do you pay for my return shipping?
As of June 1st, 2007, we no longer provide pre-paid shipping labels 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 1-800-369-3949 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 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.

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 1-800-369-3949 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.

Ordering:

How do I use my Gear Review discount for 10% off?
When writing a gear review, make sure you use the same email address you use to login to your account. As long as you do this, 10% will automatically be taken off your next order. Please keep in mind that this discount cannot be applied towards sale items or items from The North Face.

Why did I receive an email or a voicemail asking to verify my billing and shipping address?
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.

Can I add an item even though I have already placed the order?
We would be more than happy to add an item to your order, please call us at 1-800-369-3949 as soon as possible.

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 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 back we will credit your account.

Price Match:

If another site is selling the same product that I want for a lesser price, will you match it?
Yes, as long as it adheres to our Price Match Plus policies. Please keep in mind that in order for us to honor a price match, the item on our site must match in color, size, model and season to the item on the competitor's website. Additionally, the item must be in stock and purchasable from the competitor's website. More about Price Match Plus...

Sale Prices:

If the item I just bought is now on sale, will you give me a credit for the difference?
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 1-800-369-3949 or email customerservice@altrec.com to receive this credit.

Contact Us:

How do I contact a specific representative or department?
If you need to contact a department other than customer service, please send a detailed email to customerservice@altrec.com and we will forward it to the appropriate person. If you need to contact a specific Customer Service Representative, first dial 1-800-369-3949 then the extension: