*USA: We're currently experiencing shipping delays due to weather conditions in Texas. Our warehouse in Dallas is closed until Saturday 02/20. Shipments will resume next week on 02/24.

 

    FREE SHIPPING

    Free shipping is offered to the following countries:

    • Hong Kong, Taiwan & Macau.

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

    • Singapore & Malaysia

    Free shipping for orders over $100USD is offered to the following countries:

    • USA, Australia, UK, Japan, Thailand, South Korea and Philippines. 

    Free shipping for orders over $120USD is offered to the following countries:

    • New Zealand, Canada, Germany.

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

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

     

    WAREHOUSES

    We ship most of our international orders ship from our warehouse in Hong Kong. Most items are available to ship domestically from our USA warehouse in Dallas. Occasionally, we might ship directly from our factory warehouse in Shenzhen, China. We offer two shipping options for US: free standard shipping (orders over $100USD) & expedited shipping.

    Incoming orders are processed within 24 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. 

     

    CUSTOMS & IMPORT DUTIES

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

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

    The shipping table below explains shipping times & costs in greater detail.

     

    STANDARD & EXPEDITED SHIPPING

    SHIPPING INSURANCE

    ALPAKA is proud to partner with Route, the leader in package protection and tracking solutions. By selecting Route+ 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 Route and receive a replacement or be fully reimbursed. We are excited to offer this service to you and we highly recommend you use Route+ 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 7 days (20 days for international) and within 30 days from the last checkpoint.

    ROUTE IS NON-REFUNDABLE.

     

    HANDLING TIME

    US & Canada

    *Current handling time is 1 business days for all shipments, unless the item is on pre-order. Orders received after 10am US Central Time are sometimes not processed until the next business day.

    US standard orders typically arrive in 5-8 business days are shipped from our Dallas warehouse, unless a product is out of stock in that warehouse, we'll ship from Hong Kong. Delivery times remain the same. Canada orders are shipped the same way as US.

    International

    International orders are shipped from our closest international warehouse and usually arrive in 6-12 business days depending on location. Details in the tables above.

    *Occasionally, international orders to remote destinations such as such as 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.

    *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 60 days of receipt 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.
    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 2 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 at
    any time before the order has been dispatched.

    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 has already been 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 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 Route 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