Shipping & Returns

General Rules

Please keep all boxes and packing material until you have inspected items thoroughly.

 Free shipping

Orders over $100.00 from customers located in the contiguous United States are eligible for free shipping. This will be automatically reflected in the check out process.

Where do we stock our products?

A significant number of our customers are living in the United States. As a Canadian company we decided to stock most of our products in warehouses in the US, in order to deliver your package fast and at low (or no) cost. Another benefit is that our US customers won’t have to deal with customs and don’t have to pay any taxes or duties. However, certain products may be shipped from our warehouse in Canada. If this is the case, it is clearly indicated in the item description. Please allow up to two business days to process your order.

Shipping methods

Most packages are shipped via UPS Ground. Typical delivery time is 4 to 6 business days for shipments in the US. Once your package has been sent, you’ll receive an email with tracking information which allows you to check on the status of your shipment online at any time. If your order is urgent, you can choose UPS 2nd Day Air. Please note:  order date and shipping date are not the same. It takes up to two business days to process your order.

How are shipping fees calculated?

Shipping fees are calculated based on product weight plus packaging material and Zip Code (Postal Code).

Insurance

To avoid any risk from damage or loss during transport all goods and packages are insured.

International Orders

International orders (to all countries other than the United States) might be subject of extra delivery charges, duties, taxes, Customs fees, and any other charges or fees that may be incurred by importing products into your country. These fees are the responsibility of the buyer. We do not have any control over these fees. For more information please call your local customs office.

 

Returns Policy

Satisfied customers are top priority

Our top priorities are satisfied customers. If you are not completely satisfied with your purchase, if the product is defect or has been damaged during transport, don’t worry we’re here to help. TransalpineOutdoors.com offers a generous return policy. You have 30 days from the date of purchase to return a product.

 

Like in so many areas of life, communication is key. If a problem arises, please let us know. Our preferred communication method is email. Please use our contact form to get in touch. We will respond in a timely manner, typically within 24 hours or less (weekends and Holidays excluded).

General rules

All returned products must be returned in the original box (if boxed) and packing material. Please do not destroy boxes when opening.

Make sure any and all original hardware as well as manuals (if any) are included in the return shipment.

 

If your merchandise has been damaged during transport

Any sign of external box damage must be reported to the shipping company (UPS, Canada Post or other freight companies we might use) at the time of delivery and noted on the bill of lading.

 

Defect products

All products are covered by the manufacturer’s warranty. If a product is defect, please contact us as soon as possible by using our contact form. We will then arrange a replacement, repair or refund.  You will receive detailed instructions by email on how to proceed.

 

Return Authorization Number (RA #)

Before attempting to return any product you must obtain a Return Authorization Number (RA #). Certain manufacturers insist on defective or damaged products being returned directly to them, so you need to check with us first. Please note: TransalpineOutdoors.com will NOT accept any returns without a valid RA #. To obtain a RA #, please send an email to Support using our contact form  and a customer service representative will email you a RA # as well as clear instructions on how and where to send the merchandise.

 

If you don’t like the product

Non-defective merchandise returned to TransalpineOutdoors.com for any other reason than miss-ship of the product, will be subject to a 15% restocking fee. The product must be received by us in original condition and packaging within 30 days of the date of purchase, or it will not be accepted for return. Please do not destroy boxes when opening.

Special orders, open box items, refurbished or used products will not be accepted for return.

 

Refund and Exchange

Once the product is received at TransalpineOutdoors.com it will be inspected and a refund or exchange will be issued. Return shipping charges and insurance are the responsibility of the customer. Shipping charges are non refundable.