SHIPPING

*Pre-orders: If your order contains a pre-order item, every item in the order will be shipping together once the the pre-order item is available.

Free shipping is offered to the following countries:

Taiwan

Free shipping for orders over $60USD is offered to the following countries:

Macao, Malaysia, Singapore, Japan, Australia, Canada, Italy, United Kingdom, Philippines

Free shipping for orders over $95USD is offered to the following countries:

USA (continental), Germany, France, and South Korea.

Free shipping for orders over $250USD is offered to the following countries:

Netherlands, Spain, Switzerland, Denmark, Belgium, Ireland, Portugal, Norway and Sweden.

Countries we don't ship to:

Russia, Belarus, Ukraine, Israel, British Indian Ocean Territory, Christmas Island, Cocos (Keeling) Islands, Qatar, Yemen, India, Morocco, Iraq, Thailand, China & Hong Kong.

Shipping to Russia, Belarus, Ukraine, some Middle Eastern countries, and India is currently suspended.

For Hong Kong and Thailand, please visit our official retailers to purchase your ALPAKA products.

Hong Kong: https://www.productpro.com.hk/collections/alpaka
Thailand: https://www.ilovetogo.com/shop/Alpaka | https://shopee.co.th/lubek.th

WAREHOUSES

We ship most of our international orders from our warehouses in Hong Kong and China. Some items are available to ship domestically from our USA warehouse in Texas. We offer three shipping options for US: free standard shipping (orders over $95USD - contintenal) & expedited shipping.

Incoming orders are processed within 24-48 hours on weekdays and will be dispatched in 24-72 hours after the order is placed. The shipping times below are estimated delivery times once an order has been dispatched as per the times mentioned above (shipping tables currently being updated).

CUSTOMS & IMPORT DUTIES

Customers will be responsible for customs and import duties (if applicable). USA & Singapore are duty free.

Starting in July 2021, EU VAT for orders under €150 are charged at checkout. There are no hidden costs or extra charges. Orders over €150 are not charged VAT at the point of checkout and could be subject to VAT once the package arrives in their country

UK VAT for orders under £135 are charged at checkout. There are no hidden costs or extra charges. Orders over £135 are not charged VAT at the point of checkout and could be subject to VAT once the package arrives in their country.

If the customer refuses to receive the package, ALPAKA will not be able to process a refund.

SHIPPING INSURANCE

We offer additional and optional package protection and tracking solution at checkout. By selecting Navidium at checkout your order will be protected from damage, loss*, or theft. In the unfortunate case that your order never comes or is broken upon arrival, you can easily file a claim with us and receive a replacement or store credit. We are excited to offer this service to you and we highly recommend you use Navidium package protection at checkout.

*Claims for packages marked "delivered" must be filed after 5 days and before 15 days from the date the package was marked "delivered." Claims for packages presumed to be lost (where the status is not "delivered") must be filed after 5 days (20 days for international) and within 30 days from the last checkpoint.

Navidium IS NON-REFUNDABLE.

If you opted out of shipping insurance:

Marked as delivered but you didn't receive the parcel

Please see our FAQ's detailed info.

STANDARD & EXPEDITED SHIPPING

US

Standard orders are shipped from our warehouse in Hong Kong - delivery times are 8 - 12 business days.

International

International orders are shipped from our closest international warehouse and usually arrive in 10 - 16 business days depending on location. For Australia, shipping time is around 9 - 13 business days. Details in the tables above (currently being updated).

*Occasionally, international orders to remote destinations such as such as Mexico, Central & South America, Africa & The Middle East can take as long as 4 weeks or more for delivery located. Due to limitations of our shipping system and of some international carriers, we cannot guarantee international delivery dates.

PAYMENT

We accept major credit and debit card payments (Visa, Mastercard, AMEX, Diners Club, Discover, etc.), PayPal, Google Pay, Amazon Pay and Apple Pay. If you have any questions regarding your payment, our customer service team will be happy to assist you at hello@alpakagear.com.

Buy now, pay later options: Shop Pay are available for US orders. Afterpay is available for select countries like US, Canada, Australia, NZ, and UK.

*All prices are displayed in USD.

Full Policy

ALPAKA ("we" and "us") is the operator of (https://www.alpakagear.com)
("Website"). By placing an order through this Website you will be agreeing to
the terms below. These are provided to ensure both parties are aware of and
agree upon this arrangement to mutually protect and set expectations on our
service.

1. General
Subject to stock availability. We try to maintain accurate stock counts on our
website but from time-to-time there may be a stock discrepancy and we will not
be able to fulfill all your items at time of purchase. In this instance, we will
fulfill the available products to you, and contact you about whether you would
prefer to await restocking of the backordered item or if you would prefer for us
to process a refund.

2. Shipping Costs
Shipping costs are calculated during checkout based on weight, dimensions and
destination of the items in the order. Payment for shipping will be collected
with the purchase.
This price will be the final price for shipping cost to the customer.

3. Returns
3.1 Return Due To Change Of Mind
ALPAKA will happily accept returns due to change of mind as long as a request to
return is received by us within 45 days of fulfillment of item and are returned to
us in original packaging, unused and in resellable condition.
Return shipping will be paid at the customers expense and will be required to
arrange their own shipping (International Returns).
Once returns are received and accepted, refunds will be processed to store
credit for a future purchase. We will notify you once this has been completed
through email.
(ALPAKA) will refund the value of the goods returned but will NOT refund the
value of any shipping paid.

3.2 Warranty Returns
ALPAKA will happily honor any valid warranty claims. Please refer to our warranty policy at https://alpakagear.com/pages/warranty.
Upon return receipt of items for warranty claim, you can expect ALPAKA to
process your warranty claim within 7 days.
Once warranty claim is confirmed, you will receive the choice of:
(a) refund to your payment method
(b) a refund in store credit
(c) a replacement item sent to you (if stock is available)

4. Delivery Terms

4.1 Dispatch Time
Orders are usually dispatched within 1-3 business days of payment of order
Our warehouse operates on Monday - Friday during standard business hours, except
on national holidays at which time the warehouse will be closed. In these
instances, we take steps to ensure shipment delays will be kept to a minimum.

4.2 Change Of Delivery Address
For change of delivery address requests, we are able to change the address if the order has yet to be processed.

4.3 P.O. Box Shipping
ALPAKA will ship to P.O. box addresses using postal services only. We are unable
to offer couriers services to these locations.

4.4 Military Address Shipping
We are able to ship to military addresses using USPS. We are unable to offer
this service using courier services.

4.5 Items Out Of Stock
If an item is out of stock, we will wait for the item to be available before
dispatching your order. Existing items in the order will be reserved while we
await this item.

4.6 Delivery Time Exceeded
If delivery time has exceeded the forecasted time, please contact us so that we
can conduct an investigation.

5. Tracking Notifications
Upon dispatch, customers will receive a tracking link from which they will be
able to follow the progress of their shipment based on the latest updates made
available by the shipping provider.

6. Parcels Damaged In Transit
If you find a parcel is damaged in-transit, if possible, please reject the
parcel from the courier and get in touch with our customer service. If the
parcel has been delivered without you being present, please contact customer
service with next steps.

7. Duties & Taxes
7.1 Sales Tax
Sales tax is applied to the price of the goods as displayed on the
website.

7.2 Import Duties & Taxes
Import duties and taxes for international shipments may be liable to be paid
upon arrival in destination country. This varies by country, and ALPAKA
encourage you to be aware of these potential costs before placing an order with
us.

If you refuse to to pay duties and taxes upon arrival at your destination
country, the goods will be returned to ALPAKA at the customers expense, and the
customer will receive a refund for the value of goods paid, minus the cost of
the return shipping. The cost of the initial shipping will not be refunded.

8. Cancellations
If you change your mind before you have received your order, we are able to
accept cancellations at any time before the order has been dispatched. If an
order
has already been dispatched, please refer to our refund/returns policy. Sometimes after an order is placed, the warehouse process it immediately and we might not be able to cancel it. If this is the case, you can return it after it has been delivered.

9. Insurance
If you selected Navidium Insurance during checkout, your parcel is fully covered. In the event of any issues, please contact us at hello@alpakagear.com.

9.1 Process for parcel damaged in-transit
We will process a refund or replacement as soon as the courier has completed
their investigation into the claim.

9.2 Process for parcel lost in-transit
We will process a refund or replacement as soon as the courier has conducted an
investigation and deemed the parcel lost.

10. Customer service
For all customer service enquiries, please email us at hello@alpakagear.com