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Customer Service

Customer Service

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. T: (760) 494-0920 F: (760) 752-1608
customerservice@alpnrock.com

FAQ’s

    FIT & CARE OF PRODUCTS

  • addHow Do Your Sizes Run?

    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.

  • addWhen I Click On A Specific Item, I Can’t See Any Sizes Listed.

    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.

  • addHow Do I Wash My Alp-n-Rock Item?

    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

  • addWhat Is Your Return/Exchange Policy?

    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.

  • addHow Do I Return An Item?

    Before returning any items in your order, please be sure to review our return policy here. If you are returning an item for a full refund, please follow the link above and follow
    the two steps. You will be able to print a return form to fill out and include inside your return package. You will also be able to request a shipping label. Customers are able to request a pre-paid shipping label if items have
    not been discounted 40% off or more. Once the return is received, a flat $7 fee will be deducted from the refund amount and the remaining will be refunded back to the original form of payment. If you are returning items that have
    been deeply discounted, we do ask that the customer be responsible for return shipping. You are more than welcome to use any form of shipping that you prefer. Please be sure to include our return form inside the return package
    and send it to the shipping address provided on our return form.

  • addHow Do I Exchange An Item?

    Before exchanging any items in your order, please be sure to review our return policy here. You can do one of the two options listed below: 1. For faster exchanges, place a whole 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. 2. Please send the original item back and once it is received we will send out your exchange order.

  • addWhere Do I Find A Return Form?

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

  • addCan I Send Back Items From Different Orders?

    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.

  • addI See That My Return Has Been Delivered. When Can I Expect It To Be Processed?

    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.

  • addI Purchased An Alp-n-Rock Item At A Retailer. Am I Able To Return It To Your Online Store?

    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.

  • addI Received A Damaged/Defective/Incorrect Item. What Do I Do?

    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.

  • addMy Package Did Not Come With Any Return Instructions Or Form. How Do I Return An Item?

    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

  • addHow Can I Track My Order?

    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.

  • addI Chose 2-Day or 1-Day Shipping As My Form Of Shipping At Checkout. How Come My Order Has Not Arrived In That Amount Of Time?

    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.

  • addWhat Happens If My Order Is Undeliverable?

    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

  • addHow Can I Make Changes To My Order?

    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.

  • addCan I Use Multiple Promo Codes On One Order?

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

  • addI Forgot To Apply My Discount Code At Check Out. How Do I Apply It?

    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.

  • addI Just Received A Discount Code. Can I Apply It To An Order I Placed Last Week?

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

  • addAn Item That I Ordered Last Week Is Now On Sale. Can I Be Reimbursed?

    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..

  • addWhy haven’t I received any confirmation emails?

    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

  • addI Forgot My Password. How do I retrieve it?

    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.

  • addWhat shops carry Alp-n-Rock?

    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.

  • addWhere Can I Buy A Shirt With A Specific Resort Name On It?

    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.

  • addWhat If I’m Not Able To Find a Specific Alp-n-Rock Item On The Web Or In A Store?

    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.

  • addWill You Make More Of The Sold Out Styles?

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