FAQ

Orders

Does the website show store’s availability?

No, the website does not show store availability. To be certain of product availability call 1 800 729-0322 and select the store you wish to speak with.

How much is this in American dollars?

All orders placed on Altitude-sports.com are in Canadian dollars.

The amount you will be charged in American dollars will depend on your bank and the platform used to pay. For instance, if you pay with a credit card, then it will be the bank’s daily rate, while if you pay with PayPal it will be their rate. For this reason, we cannot tell you exactly how much a product will cost in American dollars.

Note that if a return is made, the amount reimbursed may differ from the amount charged. The amount reimbursed may differ from the amount initially charged as the amount is dependent on the rate from the day the return is processed.

Where do I use my discount code?

When you are ready to purchase with a discount code, in the shopping cart you will see a box on the left entitled ‘You have a discount code? Write it down right here.’ Insert the code in that box and click ‘Validate’ You will see the discount amount apply instantly.

Otherwise in the Checkout page, while choosing your payment method, you will see ‘Discount code?’ Simply click on the button to the right and insert your discount code in the box.

Please note that you cannot apply more than one discount code per order.

Why won't my discount code work?

There are two reasons why your discount code might not work.

First, check the expiration date of the code. It has perhaps expired. Second, check that it is applicable on the products/brands/amount in your shopping cart.

Can I apply both coupons at the same time?

No, only one coupon can be used per order.

How do I use a gift card?

At the first stage of your shopping cart, simply insert your gift card code under the section entitled “Gift Card?”. Click “Apply” and the discount will now appear above the grand total.

 How do I use my store credit?

First, log into your account. At the Checkout stage, when choosing your payment method you will see ‘Use Store Credit’ with the amount available next to it. Simply tick the box.

If you do not know how to access your account please call our customer service at 1 800 729-0322 or email us at [email protected].

How do I see my order status?

You can check the status of your order at any time if you have placed your order through your account. If you have placed your order as a guest, you must check your emails (including your Spam folder) to find out your password to gain access to your account. Here are the required steps to check your order status:

  1. Connect to your account
  2. Click on “My Orders/ initiate a return” on the left
  3. Select the order in question by clicking “View Order” on the right of the order you wish to view

Below is a list of possible order status, and their meaning:

  • New: The order has been received in the system, but not yet processed.
  • Processing: The order is being processed. This stage includes verification, picking of the items and physical movement of them, and packaging.
  • On hold: The order is being verified. We suggest you check your emails (including the Spam folder) to see if we have requested apitional information.
  • Complete: The order is either being picked up by the courier or is already on its way. You will receive an email with a tracking number included (may be in the Spam folder), within 1 business day.
  • Closed: The order can no longer be modified as all the items have been refunded.

Why do I have to go through a verification process?

The verification process is a routine procedure done for certain orders to ensure our customers safety from fraud. By having a verification process we can be certain that all billing information is indeed correct.

Why was my order cancelled?

We work very hard to protect our customers. Our system will cancel orders automatically if billing information does not match up with our verification process. Please call our customer service at 1 800 729-0322 or email us at [email protected] if your order has been cancelled.

What are the discounts for group orders?

If you order more than 5 units of the same model, you will be eligible for a group discount. This discount will vary depending on quantity, type of product, the brand, and time of year. For a quote, please contact one of our customer service agents.

Special conditions for group purchases

  • Payment is made by credit card upon delivery of the products, or by cheque 10 business days before delivery.
  • Group orders are final, non-refundable and not exchangeable.
  • Customization of products can affect the Altitude-sports.com warranty and manufacturer's extended warranty. Contact one of our customer service agents for more information.

Shipping

Where can I get my tracking number?

Log into your account and click on the ‘My Orders’ tab on the left. Find your order and click ‘View Order’ on the right. The tracking number will be indicated in the shipping information. Copy this number into your carrier’s website (Canada Post or UPS) for tracking information.

If you do not know how to access your account please call our customer service at 1-800-729-0322 or email us at [email protected].

How much is it to ship an order to the United States?

There is a flat rate of $30 for all orders shipped within the Continental United States. It is delivered using Xpresspost USA in 2-5 business days.

Returns

How do I return a product?

Returning your products has never been so easy.
Here is how in 3 easy steps:

1

Step 1

In your order, you will find an unused shipping label and shipping bag.

2

Step 2

Place the product(s) you do not wish to keep in the bag, close the bag.

3

Step 3

Stick the shipping label on the package. Drop it in a Canada Post mailbox or bring it to a post office.

We will deduct $7 from your reimbursement to cover the cost of shipping fees related to the return. Please note, this fee does not apply to members.

Please note this promotion only appplies to orders placed in Canada. More details about international returns.

How do reimbursements work for products purchased during a promotion?

  • Promotion: Buy X amount of products, and receive Y% discount on your order.
    We will reimburse each item returned at a Y% discount.
  • Promotion: Buy for $X amount, or X number of a type of product, and receive Y% discount on the order
    We will reimburse each item returned, minus the Y% discount.
  • Promotion: Use a discount code and get Y% discount on specified products
    We will reimburse you each product returned, minus the Y% discount if they were part of the specified products.
  • Promotion: Purchase for $X amount, or X number of products, or a specific product, and receive another product free.
    We will reimburse you the products returned on condition that the free item is also returned. If the free product is not returned, we will deduct the cost price of the free item from your reimbursement.
  • Promotion: Purchase for $X amount, or X number of products, and receive $Y in discount on your order. Promotions discounting an amount of taxes are treated identically.
    We will reimburse you each item returned, deducting a percentage of the discounted $Y, proportional to the price of the product in question versus all other products in the order that were affected by the promotion.