FAQs
To apply a promo or discount code:
• Proceed to checkout and enter your code in the Promo/Gift Certificate field.
• Click 'Apply' to see your new total before finalizing your order.
• Only one code can be used per order. Discount codes apply to full-priced items only.
If you’re having trouble entering your promo code, please try clearing the cache on your web browser or trying on a different device.
Our full refund and exchange policy can be found here.
We offer fast and free shipping for orders over $49 within the United States. We do not ship to international, US Territories or APO destinations at this time.
To view our full shipping policy, please visit this link.
Once your order has been placed and processed, you will receive a confirmation email with your order details. This email will include a tracking number.
Click on the tracking number link to view your shipment's progress.
Tracking information may not be immediately available after your order is placed. It can take up to 24 hours for the number to become active in our system. If you don't see any updates right away, please be patient and check back later.
Delivery times vary depending on the destination and the shipping method selected.
• Standard Delivery: Typically arrives within 5-7 business days (East Coast), 2-4 days (West Coast).
• Express Delivery: Typically arrives within 3-4 business days.
• Next Day Air Saver Delivery: Order by 12PM M-F for next business day delivery by 10PM.
Yes, we do offer expedited shipping for an additional fee.
Please keep in mind that the order processing can take up to 24 hours.
Lost packages
At Alpinistas, we strive to ensure every order reaches you in perfect condition. In the event that your order is lost during transit, please reach out to our customer support team at [email protected] with your order number and any relevant details.
Damaged packages
We understand the disappointment of receiving a damaged package. In such instances, please report to our customer support team at [email protected] within 24 hours of receiving the order and include photos of the damaged items or package.
We will review the provided documentation and, if necessary, arrange for a replacement or issue a refund.
We ship your order within 24 hours Monday through Friday.
Ground shipping is free on orders over $49, otherwise there is a flat rate of $7.99.
We offer express and overnight shipping for an additional fee, which is available to select at checkout.
For additional information about our shipping policy, please visit this link.
Currently, we do not offer international shipping.
For additional information about our shipping policy, please visit this link.
Once an order is placed, we are unable to make changes to the order. However, if you need to update your shipping address or contact information, please contact our customer service team immediately after placing your order.
We are sorry to hear you received the wrong item in your order! Please report your order issue to our team via email for further assistance.
Include a photo of the item received and the name of the missing item(s). Please double-check the package for any notes or packing slips that indicate your other item(s) were shipped separately.
We understand how frustrating it can be when a package says "delivered" but has not arrived. Here’s what to do in such cases:
- Wait 5 Business Days:
- Occasionally, carriers like USPS mark a package as delivered a little early. Packages often show up within a few days of being marked as delivered.
- During this time, we recommend checking with neighbors, your local post office, or around your property to ensure the package hasn’t been placed somewhere unexpected.
- After 5 Business Days:
- If the package has still not arrived, please contact our customer support team.
- Send an email to [email protected] with the following information:
- Your order number
- Any relevant details about your order or delivery attempt
- Investigation Process:
- After receiving your email, we’ll work with the carrier to open an investigation into the missing package.
- If your order is determined to be lost in transit, we’ll work with you to provide a resolution, such as a replacement or refund.
We’re here to ensure you have the best experience possible and will do everything we can to help resolve the issue!
Please reach out to us as soon as possible to cancel your order. Once your order has been fulfilled, we are unable to cancel the order and you will need to head to our Returns Center, enter your order number, and request a return. Please view our full Shipping & Returns policy here.
We’re sorry your item(s) have damage!
Some items can break during shipment. We’ll do our best to help.
Please email our team with an image of your damaged item for further assistance.
While we may not be able to guarantee your exact order is replaced due to potential stock issues, we’ll be sure to resolve the situation as best we can!
We offer free ground shipping on all orders over $49. Everything else is $7.99 flat rate shipping. We do not ship to international, US Territories or APO destinations at this time.
Expedited shipping is available for an additional charge, as shown in checkout.
Please view our full Shipping & Returns policy here.
Returns must be initiated within 90 days of purchasing your order. All returned items must be in new and unused condition, with all original tags and labels attached.
Return by mail
To return an item, please head over to our Returns Center and enter your order number and email address. Once we receive your request, we will respond with an RMA number and prepaid shipping label.
You may ship the items back using your own shipping method or you may use the prepaid shipping label emailed to you.
Note on returns:
Apparel & Accessories Returns
- $7.99 will be deducted from your refund if returning 1 item.
- $9.99 will be deducted from your refund if returning more than 1 items.
Hard goods, shoes, equipment, large bags or luggage, sleeping bags, large or bulky sized item Returns
- $11.99 will be deducted from your refund.
Return in store
You can visit any of our retail stores and present your order confirmation or packing slip as proof of purchase. All items must have the original tags attached.
Refund process
Upon receiving the returned item, we will inspect it to ensure it meets our return policy criteria. If the return is approved, a refund will be processed to the original payment method.
Non-Returnable items
The following items cannot be returned:
● Items without original packaging or original tags attached.
● Items that are used, worn, soiled or otherwise appear not new.
● Items from Re-Cover are final sale and cannot be returned.
● Other items marked final sale cannot be returned.
View our full shipping & returns policy here.
To view our return policy, please head over here.
Once your return has been received to our warehouse, expect up to 10 business days for the package to be processed and refund initiated. Refunds may take up to an additional 5 business days to hit your original payment method, depending on the credit card company you use.
Yes, we offer refunds and exchanges within 90 days of purchase. To be eligible for a refund or exchange, items must be returned in their original condition, with all tags and packaging intact. Please note that certain items are not eligible.
For returns or exchanges, please head over to our Returns Center and enter your order number and email. Refunds will be processed to the original payment method within 10 days of receiving the returned item.
To view our full Refund & Exchange policy, head over here.
At this time, we are unable to process returns for online orders in-store. Our retail store operates on a separate system and does not have access to customer data or order history from our online store. Additionally, all online returns must be sent to a different return processing address.
If you placed your order online, please head to our Returns Center where you'll be guided through a quick and easy return process.
We appreciate your understanding and are here to help if you have any questions!
Yes! We’re happy to offer a price match to any U.S.-based retailer.
To qualify for a price match, the item must be the same size and color as the one available on our site and in stock at the other retailer. If you’ve found a lower price that meets these criteria, just reach out to our team with the details — including a link to the product — and let us know the size and color you're interested in. We’ll review it and, if it qualifies, we’ll provide you with a custom promo code to use at checkout.