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Shipping and Returns

SHIPPING AND RETURNS POLICIES

Oversized items (such as skis, bouldering pads), exceptionally heavy items (hangboards, etc.) do not qualify for free shipping discounts. We will contact you prior to processing any additional shipping fees, in situations where this cannot be processed automatically by the website.

International Shipping
International shipping rates vary significantly based on weight and destination. We ship all international packages by the The United States Postal Service (USPS) Express Mail International or Priority Mail.

Customs
All international orders are subject to applicable customs duties and associated assessments and fees. Our shipping charge does not include Import Duties, Value Added Taxes (VAT) and Customs Clearance Fees. These costs are entirely the responsibility of the purchaser.

Standard Shipping Policies
Orders over $50.00 are shipped for free within the lower 48 states.

APO addresses: We will ship to APO addresses. Thanks for serving.

We are happy to ship to AK, HI and Canada as well as to many international destinations. Prior to shipping we will notify you of actual shipping costs and ask for your approval. International orders will typically have a short security delay prior to shipping.

Risk of Loss: Risk of loss for all items purhase at AlpenglowGear.com passes to you, the buyer, upon our tendering them to the shipping carrier. This means that packages not delivered are the responsibility of the customer, and AlpenglowGear.com will not be held responsible. If a package is not delivered, we are happy to process a claim with the shipping agency, but we cannot guarantee success of the claim or financial reimbursement. If you are worried about successful delivery, you can ask for us to require a signature on delivery or for us to have the package held at your nearest FedEx location.

Return Policies

It is important to us that you are completely satisfied with your purchase. We will gladly accept returns on all items except for life safety equipment (climbing protection, climbing hardware, climbing ropes, harnesses, helmets), food and nutrition products and non-reusables such as insect repellent, sunscreen, lip balm or stove fuel.
Closeout items may be returned for store credit only.
Returns must be made within 30 days of purchase. Products must be in new, unused condition, price tags present and packaging should be in good, presentable condition.

A restocking fee of $10 applies to all returned items.

The customer is responsible for all shipping costs associated with returning an item. No shipping charges will be refunded.

All returns must be associated with a Return Authorization number. To obtain your RA number, call 207-866-7562 or email shop@alpenglowgear.com.

To return an item:
1. Call 207-866-7562 for a Return Authorization. The best time to call is Monday - Friday, 10-5 Eastern Time.
2. Package the item with all its tags and packaging, so that the manufacturer's box and packaging is contained within a shipping box to protect it. Please don't put tape or shipping labels directly on the item’s packaging, such as on a shoe box.
3. We advise using FedEx or UPS, so you can track your item.
4. Upon receipt of your item, we will credit your card or exchange the item based on what was decided when you called in. Again, you are responsible for all shipping charges associated with items that are returned, and a $10 restocking fee will apply.
When exchanging an item, prices only apply to items, sizes and colors that are in stock. Prices will not be guaranteed for exchanged items that must be specially ordered from a manufacturer.
Website inventory accuracy is not guaranteed, so please contact the store to determine whether the item that you desire for exchange is available.

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