ALP-N-ROCK RETURN / EXCHANGE POLICY
Feel free to try it on — every style we make is crafted with care and we’re proud of our high standard of quality. We understand if your new purchase doesn’t work out the way you imagined, so we’ve made the return process easy.
Step 1: Print return form
View Return Form
Step 2: Request shipping label
Request Shipping Label
(Please review our return policy before requesting a shipping label)
Items purchased from Alp-n-Rock’s online store are eligible for return or exchange within 30 days of purchase date. Clothing must be unworn, unwashed, and undamaged with the original tags attached.
- When using our pre-paid shipping label when returning any item(s), a flat fee of $7 will be deducted from your refund amount.
- Any items discounted 40% off or more are not refundable. These items are eligible for either an exchange or a refund via electronic gift certificate. Customers are responsible for the cost of return shipping for any of the items in this category. Any form of shipping can be used to return. We recommend including a tracking number with the return package, as we are not responsible for lost return packages.
- Returns for defective/damaged items are eligible for a full refund on that item.
- All refunds will be issued back to the original form of payment unless a gift card is requested.
- Items purchased from a retailer cannot be returned to the AlpnRock.com. Please contact the original store that you purchased the item from.
- The orginal shipping charges for any orders are not refundable.
- Gift cards cannot be returned or exchanged.
- Please allow up to a week for processing of return and exchanges. You will receive an email notification once the return has been completed.
For exchanges, please choose one of the two options below:
1) Please send the original item back to our shipping address. Once it is received, we will send out your exchange order.
2) For expedited exchanges please call our customer support line during business hours to place a new order over the phone. We will refund your exchange item after completing these steps
a) Please ship back the original item you’d like to exchange with a tracking #
b) Please email Customerservice@alpnrock.com and title the email: ORDER EXCHANGE
c) Make sure to include the following information in the email:
· Original Order #
· Item you are exchanging
· New Order #
· New Item you purchased for the exchange
· Shipment Tracking Number #
d) A customer service agent will follow up with you within 48 business hours. They will refund your card for the original item once they confirm the shipment is in route back via the tracking # you provide.
To ensure your exchange item is still in stock when we receive your return, please contact us to place the item(s) on hold. We hold items for up to two weeks. Otherwise, all items are on a first come, first serve basis.
If you have requested an item for exchange that we no longer have in stock, we will contact you via email to notify you.
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.
International Shipping & Returns
For international orders, duties and taxes can be due upon delivery. Depending on the country, the duties and taxes can vary.
Unfortunately, we do not have control of any country specific tariffs and duties imposed on any orders by your respective government.
You will be responsible for all duties and taxes imposed on your order. We are legally responsible by Border Agencies to show the
original price of any of the item(s).
International orders will be delivered by your local post office and sent through U.S. Postal Service.
Unfortunately, international orders are not eligible for free returns due to the cost involved with duty, taxes, and shipping.
Please send any items back to our shipping address using any trackable shipping method of your choosing. Once we receive your return,
we will issue a refund or an electronic gift certificate.
We currently do not accept exchanges for international orders. For exchanges, please place a new order with the item you’d like
exchanged and return your original item.
International shipping charges are non-refundable.
If you have received a defective or incorrect item, please contact Customer Service.
How To Ship and Package Return Merchandise
Follow the directions at the top of this page. Pack all return items in a secure box or reuse the original packaging, and enclose the return form with your items. Please allow up to a week for processing of return and exchanges. You will receive an
email notification once the return has been completed.
Using Your Own Shipping Method
If you choose to not use our prepaid label for shipping, you can send back your item(s) to the shipping address below using any trackable and insured shipping method of your choosing.
6138 Innovation Way
Carlsbad, CA 92009
If an item you have purchased goes on sale within 7 days of your purchase date, please contact us to make a price adjustment for you. We allow a one-time price adjustment per customer. Price adjustments will be issued in the form of a refund to the
original form of payment. You will receive a refund notification email once the price adjustment has been completed.
Problem With Your Order
If you have a problem with your order, please contact us before returning your item(s), as return shipping fees will not be reimbursed. We can be reached at 760-494-0920 or you can email us at email@example.com
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