Returns

FAQ – Returns

Return procedure for an order placed with an account

Here is how to initiate the return process for someone with an account:

Return procedure – registered user Return procedure – registered user Return procedure – registered user Return procedure – registered user Return procedure – registered user

 

  1. Connect to your account.
  2. Click on “My Orders/ initiate a return.”
  3. Click “Return” to the right of the order in question.
  4. Fill out the required information. If you wish to return numerous products, simply click "Ap Item to Return" at the bottom of the page. There is also space to write your comments, and a section for reasons; we actually strongly urge you to write the reason for your return. Any and all reasons are acceptable, and this information is used by us to improve both the website and our product choice.

Once you have submitted your return, you will receive a confirmation and a return number in the green rectangle near the top of the screen. Please have this number handy if you call our customer service for any reason concerning your return.

You can see the status of any return by clicking the "Return History". If you so choose, you may write pertinent comments in this section while the return process is occurring.

A confirmation of the return request will be sent by email.

A customer service agent will look over your return request and will authorize it within 2 business days of the request. You will be able to see the change of status by clicking the “Return History” tab. Once your return request has been authorized, please print it out as it will be helpful for the next step.

You may now pack up your product and ship it off to us. Here are a few tips for this part:

  • Packaging

Choose a box or bag that will ensure the item will be returned in perfect condition. Please do not forget that you are required to return the product and packaging in pristine condition. Ensure that the box or bag will protect both the product and packaging.

For example, if you are returning a pair of shoes, you are required to return to us the shoe box in perfect condition, just as you received them. Thus, you must put the shoebox into another box or bag, protecting it.

  • Return request printout

We ask that you include in your return shipment a printout of your return request and return number. Without this paper, it will be more difficult, and take longer to identify your return.

  • Courier choice for your return

Once your package is ready to be sent to us you are free to choose any courier service to do so. We highly recommend that you insure your package and get a tracking number. These two options will give you peace of mind if the package is damaged or lost. Do not forget that you are responsible for the package until it gets to our warehouse door.

Our return apress:

Altitude-sports.com
Department of returns
333 Chabanel St. West, suite 705
Montreal (Quebec)  H2N 2E7
Canada

514 495-1111
[email protected]

To better keep track of your return, we suggest aping your package information to your “Return History” section, more specifically the courier company and tracking number.

Once your package has been received, the status of your return will be updated. An email will be sent to you indicating this.

  1. Once the return has been finalized, the status will be updated and you will be notified by email. A reimbursement or credit will then be issued.

 

Return procedure for an order placed as a guest

Return procedure – guest user Return procedure – guest user Return procedure – guest user Return procedure – guest user

 

  1. Enter the required fields and click “Continue.”
  2. Once you have chosen your specific order, and opened the tab “Order Information,” click “Return” in the upper right hand corner of the screen.
  3. Fill out the required information. If you wish to return numerous products, simply click “Ap Item to Return” at the bottom of the page. There is also space to write your comments and your reasons; we actually strongly urge you to write the reason for your return. Any and all reasons are acceptable, and this information is used by us to improve both the website and our product choice.

Once you have submitted your return, you will receive a confirmation and a return number in the green rectangle near the top of the screen. Please have this number handy if you call our customer service for any reason concerning your return.

A confirmation of the return request will be sent by email.

A customer service agent will look over your return request and will authorize it within 2 business days of the request. You will be able to see the change of status by clicking the “Return History” tab. Once your return request has been authorized, please print it out as it will be helpful for the next step.

You may now pack up your product and ship it off to us. Here are a few tips for this part:

  • Packaging

Choose a box or bag that will ensure the item will be returned in perfect condition. Please do not forget that you are required to return the product and packaging in pristine condition. Ensure that the box or bag will protect both the product and packaging.

For example, if you are returning a pair of shoes, you are required to return to us the shoe box in perfect condition, just as you received them. Thus, you must put the shoebox into another box or bag, protecting it.

  • Return request printout

We ask that you include in your return shipment a printout of your return request and return number. Without this paper, it will be more difficult, and take longer to identify your return

  • Courier choice for your return

Once your package is ready to be sent to us you are free to choose any courier service to do so. We highly recommend that you insure your package and get a tracking number. These two options will give you peace of mind if the package is damaged or lost. Do not forget that you are responsible for the package until it gets to our warehouse door.

Our return apress:

Altitude-sports.com
Department of returns
333 Chabanel St. West, suite 705
Montreal (Quebec)  H2N 2E7
Canada

514 495-1111
[email protected]

  1. Once your package has been received, the status of your return will be updated. An email will be sent to you indicating this.

Once your return has been finalized, the status will be updated and you will be notified by email. A reimbursement or credit will then be issued.

 

How 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.