SHIPPING FAQ

Where can I find my tracking number?

You can find your tracking information by logging into your ALPAKA account from our site's homepage. When you find the order number that you'd like to track, you will find the tracking link below the product information on the order's page.

Please allow ample time for tracking to update. For additional shipping & tracking inquiries please contact the courier directly. We receive the same tracking as you do once shipped and unfortunately do not have insight into any additional information.

How long does shipping take?

*Covid-19: Shipments might take 2-3 days longer than normal.

DOMESTIC USA SHIPMENTS

Standard shipments shipped from within the US are normally shipped with USPS, UPS or Fedex and usually reach their destination in 3-7 business days, but occasionally take longer if the carrier is experiencing unexpected delays. Orders require +2 day to process.

Expedited shipments are shipped with FedEx or UPS and usually reach their destination in 2-3 business days, but can occasionally take longer if the carrier is experiencing unexpected delays. Orders received after 10am Pacific Time require +1 day to process. Orders received on Friday after 10am may not ship until the following Monday.

*Orders placed on Saturday or Sunday will be shipped on the following business day.*

INTERNATIONAL SHIPMENTS

Please refer to our shipping policy for further info.

Items are also subject to customs clearance and may be held until duties and taxes are paid. As the importer/consignee, it is your responsibility to pay duties and taxes. We are not able to refund customs fees or additional charges that must be paid to get your package delivered. If your order is returned to the Hong Kong warehouse, please contact hello@alpakagear.com.

See our SHIPPING POLICY for more info at https://alpakagear.com/pages/shipping

Why was I charged VAT?

Some countries may impose additional taxes or duties (i.e. VAT) on imports received from Hong Kong. You are responsible for any such extra taxes or fees your government applies to get the package delivered. ALPAKA will do the best we can to provide the best international shipping experience possible, but much of the process is out of our control, and is in the control of your countries' officials and mail systems.

If a package remains unclaimed, it will be returned to Hong Kong. We are not able to refund the shipping charge in this case. The time a country holds a package in customs varies, and we do not have means of contacting these offices.

UK orders will have VAT pre-paid.

How can I change my shipping address?

If your order hasn't shipped yet, simply email your order number, full name and new address to hello@alpakagear.com. Orders tend to ship 1-2 business days after an order is placed and once an order has shipped, we are unable to make any changes. Please double check all information before confirming your order.

Even if your order has not shipped yet, it may still be too late to make any updates to your order.

Once shipped, it is impossible for us to change the delivery address, cancel the order, or upgrade the shipping. Thank you for understanding.

How can I track my international package?

Sometimes Hong Kong Post will not provide tracking updates after the order leaves the Hong Kong. Once the package is received in the recipient country, it is passed onto the local mail carrier so Hong Kong may stop updating the tracking information.

Unfortunately, we only have access to the same tracking information that you do. Our support team is not always able to contact the local mail carriers in other countries due to language barriers.

If there are clearance delays, it is likely that duties are required to claim the package. Please contact your local Post Office for the necessary information to claim your package. If you have not received any notice of your package's location after 30 days of your order date, then it is possible that your package was lost in transit. In this case, please contact hello@alpakagear.com for help.

Can I have my order shipped to a hotel?

We do not recommend, in any case, having items shipped to a hotel as it is never guaranteed that the item(s) will arrive on time. The delivery time stated on the tracking is just an estimate and USPS does not guarantee these shipping times.

My order is showing as delivered, but I didn't receive it

Missing Orders

Missing Packages

Missing items are often found within 2 days of expected delivery. If your order status is showing as delivered but you haven’t received your package yet, follow these steps:

1) Confirm your shipping address. Check your order confirmation email and make sure your address correct.

2) Check your mailbox or anywhere else you receive mail. Carriers deliver differently, especially if the package is small enough to fit inside your mailbox.

3) Check outside or around other entrances of your home. To protect the package from weather or theft, the driver might’ve left it in another safe place. This could be the front porch, bushes, garage area, side door, back porch, or under a grill.

4) Check with others at your address or with neighbours. They might have accepted the package for you or might be temporarily holding it to protect it from weather or theft.

5) Check for a notice of attempted delivery. This notice will have more information and the next steps you should take to receive your package.

6) Give it a little more time. Some carriers will scan items as delivered prior to arrival. We suggest waiting 2 days to account for this. Thank you for your patience!

If it has already been 2 days and your package is still missing, you can:

Contact the Courier

If you still have not received or are unable to locate your package by the 2nd business day after it has been marked delivered, please contact us at hello@alpakagear.com.


PAYMENT FAQ

How do I place an order?

Simply add the items that you would like to purchase to your cart and proceed to checkout! We do not accept phone or email orders at this time.

Where do I enter my coupon code?

Click on the "Apply Coupon Code" link on the right-hand side of the checkout screen. Then enter your code in the box.

Clicking the "COMPLETE SECURE CHECKOUT" button will finish your checkout process and process your payment.

Why was I charged immediately for a pre-order / back-order?

We charge at the time of purchase in order to prevent any “surprise" charges once your order ships. Also, making custom products is expensive. We use customer deposits to invest in the highest quality products possible, so you will truly love your new ALPAKA gear.


WARRANTY FAQ

What is your warranty policy?

Please visit our warranty page at https://alpakagear.com/pages/warranty

How DO I START A WARRANTY CLAIM?

Please email us at hello@alpakagear.com.


RETURN & EXCHANGE FAQ

What is your warranty policy?

Please visit our return & exchange page at https://alpakagear.com/pages/returns

How DO I START A RETURN OR EXCHANGE?

Please visit https://alpakagear.returnscenter.com/


ALPAKA COMMUNITY FAQ

How can I keep up with the ALPAKA community?

If you are interested in staying up to date with all the latest information about ALPAKA, check out our blog here!

We are also on Instagram, Facebook, YouTube and Twitter. Come check us out!

How do I sign up for the ALPAKA newsletter?

Be the first to hear about our new products and get access to special promotions by joining the ALPAKA community.

 

 

PRICING FAQ

Do you grant retroactive discounts on sale items?

We do not grant retroactive discounts to purchases made before a sales event.