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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.

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.

Items purchased online can be returned within 30 days of the purchase date. Clothing must be unworn, unwashed, and undamaged with the original tags still attached. Returns that do not meet this description are not eligible for a return.

Please Note:

–The original shipping charges for any orders are not refundable.

–Gift cards cannot be returned or exchanged.

–Items purchased from a 3rd party retailer cannot be returned to the Alp-n-Rock online store. Please contact the original store that you purchased the item from.

–If using our pre-paid shipping label when returning an item, a flat fee of $7 will be deducted from your refund amount.

For Non-Discounted Items
– Non-discounted return items may be issued a full refund to the original form of payment.
– If using our pre-paid shipping label when returning an item, a flat fee of $7 will be deducted from your refund amount.

For Items Discounted 40% Off or More
–Any items discounted 40% off or more are eligible for either an exchange or a refund via electronic gift card.

–Electronic gift cards never expire and are valid for use on our online store.
–If using our pre-paid shipping label when returning an item, a flat fee of $7 will be deducted from your refund amount.

Final Sale

Items marked as “ *FINAL SALE ITEM ” are not eligible for return or refund and cannot be exchanged or accepted for store credit.

 

Defective or Damaged Items

We cannot accept articles that are not in the same condition in which you received them. Please inspect all items upon delivery. If you find that you have received a defective or damaged item, please contact Customer Service within 7 days of delivery.

A damaged item that falls under any of the following categories is not eligible for return or exchange.

  • Damage caused by improper care, misuse, abuse or neglect.
  • Normal wear and tear.
  • Damage caused by anything other than defects in material or workmanship.
  • Damage caused by use of solvents or the natural breakdown of colors and materials over extended time and use.

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 business 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.

Incorrect Item

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.

 

Defective or Damaged Items 

We cannot accept articles that are not in the same condition in which you received them. Please inspect all items upon delivery. If you find that you have received a defective or damaged item, please contact Customer Service within 7 days of delivery.

A damaged item that falls under any of the following categories is not eligible for return or exchange.

  • Damage caused by improper care, misuse, abuse or neglect
  • Normal wear and tear.
  • Damage caused by anything other than defects in material or workmanship.
  • Damage caused by use of solvents or the natural breakdown of colors and materials over extended time and use.

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 through Friday, 9 A.M to 5 P.M PST. 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 your account.

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

Prices are subject to change.  We reserve the right to change the current advertised price. Special offers cannot be applied to previous purchases and cannot be combined with any other discount offer.

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.

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.

Please check your inbox of the email you subscribed with. If you do not see the ‘Welcome to Alp-n-Rock!’ email, please check your junk mail.

Discount codes can not be used in combination with sales, promotions, or other codes. This includes the VIP first purchase code.

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

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