FAQ’s

FIT & CARE OF PRODUCTS

The Alp-n-Rock sizing chart can be found here. Our clothing is made in a European style, which means that it is more fitted. We recommend ordering a size up for more room. Jackets and hoodies tend to run a bit larger to allow for extra layering. If you are still unsure of what size to order, please contact Customer Service at 1-760-494-0920 for further assistance.

If there are not size options available or it reads “Out of Stock,” that means the item may be sold out. We do not restock any items. The only way an item becomes available again is if we receive returns.

Please see inside tag of any garment for wash instructions. For our henleys, please wash gently in cold water and lay flat to dry. Please note: do not dry clean any Alp-n-Rock items.

RETURNS/EXCHANGES

Returns and exchanges can be made within 30 days of purchase date. Items must be unworn, unwashed, and undamaged with the original tags attached. Please review our full return policy here.

Before returning any items in your order, please be sure to review our return policy here. All returns and exchanges are eligible for a return shipping label. Please follow the link above to initiate your return. You will be able to print a return form to fill out and include inside your return package. You will also be able to generate a return shipping label. Once the return is received, a flat $7 fee will be deducted from the refund amount.

Non – Discounted Items: If your return items were purchased at full price, they are eligible for a refund back to the original form of payment. Once we receive your return item, a $7 flat fee for return shipping will be deducted from your refund and the remaining will be credited back to the original form of payment.

Discounted Items: If your purchase was discounted at 40% off or more, it is eligible for either an exchange or a refund via electronic gift card. Please note on the return form which option you prefer. Once we receive your return item, we will process your return as indicated on your return form and a $7 flat fee for return shipping will be deducted from your refund. The remaining amount will be credited to your electronic gift card.

All exchange items are eligible for a free return shipping label. Once we receive your return item we will send out your exchange order at no cost. If your exchange is an uneven exchange, we will contact you via telephone once we receive your return item and request your payment information for any price differences. If you would like to ensure the availability of your exchange item, please contact customer service to place the item on hold. Items are held for up to two weeks.

If you need your exchange order expedited, place a new order for the item you’d like to exchange and return the original item for a full refund. If your original order had a discount, please contact Customer Service and we would be happy to place the order over the phone and include your discount.

Please click here to retrieve a return form to include inside your return package.

Yes, you are more than welcome to combine items from different orders in your return package. Please be sure to include the corresponding order numbers for each item inside the package. Also, include our return form for each order for better understanding for when we receive your return.

Please allow up to 7 days for your return or exchange to be processed. Once we have processed it, you will receive an email containing a refund notification or a tracking number for your exchange. If you are receiving a refund, it can take several business days to reflect on your account. This varies depending on your financial institution.

We do not accept returns or exchanges that were purchased from a retailer. Please return these items back to the retailer you originally bought them from.

We are so sorry that you received an order in error. We are happy to get this corrected for you as soon as possible. Please contact us and we would be happy to assist you and get your corrected item shipped out as fast as we can.

Please visit our Shipping & Returns page and follow the two steps provided. You will be able to print our return form to fill out and include in your return package. And, you will be able to request a return label. Please review our return policy in its entirety before following through these steps.

SHIPPING

Once we have shipped your order, you will receive a shipping confirmation email containing your tracking information. It will be sent to the email that you used to make your purchase. Please contact us if you are having trouble locating your tracking information.

These forms of shipping are based on business days. We are open Monday thru Friday, 9 A.M to 5 P.M. Please account for the weekend, as they are not considered for shipping times.

When a package is deemed undeliverable, your package will be sent back to our offices. Please contact us if you would like your order re-shipped with a different address.

ORDER INFORMATION

Please contact us quickly if you would like to make any changes to your order. We are unable to make changes to your order once your order has shipped.

Unfortunately, we do not allow more than one discount code to be applied to an order.

Please contact us as soon as possible and we would be happy to apply it to your order and refund you for the difference. Once we refund you, you will receive a refund notification email. Please allow several business days for your refund to reflect on y our account.

Unfortunately, we do not offer retroactive discounts towards an order you’ve already placed.

We offer our customers a one-time price adjustment within 7 days of your purchase date. Price adjustments will be refunded back to the original form of payment. You will receive a refund notification email once the price adjustment has been completed.

If you have not received any confirmation emails regarding your order, exchange, or return, it could be one of two things: First, check your spam/junk folders for an e-mail from us. Depending on your e-mail provider, certain email can be filtered into these folders. If you cannot find an e-mail from us, the e-mail attached to your order could be incorrect. Please contact Customer Service if you are having issues receiving any e-mails from us.

MISCELLANEOUS

You will need to reset your password. To do so, click on the “Forgot Password” link on the login page. You will then be emailed a link to reset your password.

We have retailers that carry our clothing all across the country. Please visit our “Retailers” at the top of the page. You can enter in your location and all of the retailers that are closest to you will show up on the map provided.

Resorts around the world often have custom units made specifically for them that we do not keep in stock at our warehouse. The best way to find availability is to contact that specific resort directly. Please contact us if you need more information on a specific resort.

If you are unable to find a particular item, please contact us and we will be able to check the availability of the item from our online store.

Due to the collectability and uniqueness of our garments, we try to keep our collection small each season and usually do not reproduce products.

contact us

Alp-n-Rock strives to give you the best customer service available. If you have any questions on your purchase or our apparel, please don’t hesitate to call or email.

Phone: (760) 494-0920

Fax: (760) 752-1608