FAQ

Skip to Orders' FAQ

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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.

Why don't I see my membership discount in the cart?

You must be signed in to your account to receive the membership discount in the cart.

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, we will refund the same amount in Canadian Dollars that was originally paid for the item, however in certain rare cases the amount received in your country's currency may differ slightly from the original charge as the exchange will be determined by the daily rate at the time that the return is processed.

Where do I use my discount code?

In the shopping cart you will see a box on the right under the products in your cart entitled ‘Discount code or gift card.’ Insert the code in that box and click ‘Apply.’ You will see the discount amount apply instantly. 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.

If your code is not valid, click here to see all our of our current discount codes.

Can I apply both coupons at the same time?

No, only one coupon can be used per order.

What are AltiDollars and Expirable Credits?

AltiDollars are our proprietary currency, each Altidollar is equal to one dollar CAD and they never expire. Altidollars will be issued in the case of a partial refund due to a price match. If you decide to return your purchase, any Altidollars used will be automatically returned to your account for future use.

Expirable Credits can be earned by reviewing your previous purchases, but be careful, these have a marked expiry date! Please note Expirable Credits are single use only and will not be returned to your account should you decide to return your purchase.

How do I use my AltiDollars and Expirable Credit?

Log into your account. At the Checkout, when choosing your payment method you will see ‘You have X expirable credits’ and/or ‘You have X AltiDollars’ with the amount available next to it. Tick the box of the one you want to use (or both). You will immediately see your in-cart totals adjusted.

If you don't know how to log into your account, contact our customer service at 1 800 729-0322 or by email at [email protected]

Can I apply both coupons at the same time?

No, only one coupon can be used per order.

Why won’t my gift card work?

We updated our website on April 13th, 2017. If you have a gift card from our previous website it is still valid on the new site. When entering your gift card number at checkout, simply write ALT at the beginning of the sequence. EX: mun8p3bco69u is now ALTmun8p3bco69u.

How do I verify the status of my order?

You can verify the status of your order if you placed it using your account. If you placed your order as a guest, consult your emails (look at your junk mail as well) to find the password that will allow you to log into your account. Here's how you can verify the status of your order:

  1. Log into your account
  2. Acces the section Orders/Refunds
  3. Locate your order. You can see the status of your order in the corresponding column

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

  • Paid: This order has been paid in full
  • Partially refunded: This order has had one or more items refunded while at least one remains paid
  • Refunded: This order has been refunded in full and is considered closed
  • Fulfilled: This order has been picked, packed and shipped
  • Unfulfilled: This order has not been shipped yet

Why do I have to go through a verification process?

All orders are automatically subject to verification. This ensures that all supplied information is correct, and serves to protect our customers from online fraud.

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

How to check if my order, which is over $49, will be eligible for free standard shipping within Canada?

To know if your purchase qualifies for free standard shipping, simply add the item(s) to your shopping cart. While viewing the complete contents of your shopping cart, you may ask for a shipping estimate after you enter your country, province, and postal code by clicking “Get a Quote.” A menu entitled “Choose a shipping option” will appear below, indicating the shipping methods available to you, as well as the delivery dates and respective prices of each method. You will then be able to see if your order qualifies for free standard shipping with FedEx and/or Canada Post.

If the standard method of shipping indicates a fee, this is either due to the remoteness of the delivery address, the dimensions of the order, or the exceptional weight of the order. We work hard to minimize these surcharges by negotiating the best possible prices with the courier companies, and by assuming most of the shipping fees for almost all of these situations. Canada, as we know, is a vast country and so a line must be drawn to render our business viable in the long-term. We appreciate your understanding.

How to obtain the estimated date of delivery of my order?

In your cart, click “Proceed to checkout.” In the section called “Shipping Method” you will see the estimated delivery dates of each shipping choice.

Where can I get my tracking number?

Once your order is shipped, you will receive a confirmation by email. Under the shipping method used, you will find the carrier used as well as the tracking number. Contact our customer service with any questions via chat, email or telephone.

Which brands can be shipped outside Canada?

Due to agreements with certain brands, we cannot ship all brands outside of Canada. On each product page you will see an icon indicating to which country the product may be shipped. It can be found under the ‘Add to Cart’ button.

Our three options:

  • WorldwideWorldwide
  • Canada & US onlyCanada & US only
  • Canada onlyCanada only

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

Shipping fees from $22 to $30 will apply to orders under $250 (before taxes and shipping fees) being shipped to the continental United states. The shipping is free for orders over $250 (before taxes and shipping fees). Surcharges will apply to all orders shipped to Alaska, Hawaii and Puerto Rico. Expect 2 to 7 business days for delivery.




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 $13 from your reimbursement to cover the cost of shipping fees related to the return. Please note, this fee does not apply to members. Learn how to become a member.

This promotion only applies to orders placed in Canada. More details about international returns.

How to return a package from the United States?

How to return your package from the United-States in 4 easy steps :

Step 1: Insert all the items you wish to return into the original packaging and seal it shut. Remove or cross out the original shipping information on the package.


Step 2: Stick the new shipping label provided by the returning carrier of your choice onto the package. Apply the provided sticker “Return of Canadian merchandise" to the outside of the package.


Step 3: Insert into the provided clear document sleeve the commercial invoice we provided along with the new commercial invoice you filled out with your returning carrier. Stick the sleeve on top of the package next to the return shipping label.


Step 4: Your package is now ready to be handed over the return shipping carrier.


Choosing your carrier:

You can select any shipping carrier of your choice but we recommend using a service that provides insurance and live tracking information.

Be aware that you are responsible for all return mailing fees, customs charges, taxes and all other fees associated with the return. We urge you to contact your chosen shipping courier to minimize these fees. We suggest the United States Postal Service (USPS), because their fees are usually the lowest.

Please note we are only responsible for the return package once the delivery is completed and signed for at our warehouse.

Returning Shipping Address

Please return all packages to the following Canadian address:

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

How to fill in your customs documents:

From: Your full address including full name and phone number.
Ship to: Our warehouse address (found above).
Sold to: Our warehouse address (again).
Reason of export: Please write: “Return of Canadian merchandise back to the merchant.”
Item description: Copy the corresponding information from the initial commercial invoice that applies to the item(s) that you are returning.
Additional comments: Please write : “Original shipping export document included. Please clear by United Parcel Service Canada, Ltd. on Altitude-Sports’ account : R64W44.”

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.

How do reimbursements work if I paid using AltiDollars or Expirable Credits?

If you placed an order using AltiDollars and you return that item, your Altidollars will be added back into your account for future use at the moment of reimbursement.

If you placed an order using Expirable Credits and you return that item, the Expirable credit will not be refunded as they are single use only, we suggest using them to purchase items that you are certain you will be keeping!

Registered Accounts

Why am I being asked for a password if I never created an account?

When you place an order with Altitude-sports.com, a profile is created in our system. You will receive an email inviting you to activate your account, we strongly urge you to do so, this will make it easier to access your information and order history. If you require further assistance, please do not hesitate in contacting our customer asked support department.

Have you forgotten your password?

Do not panic. Here is how in three simple steps:

  1. Click on this link, then click on “Forgot your password?” In the “Email address” field, enter the email address that you last used to place an order with us. Then click “Submit.”
  2. Look in the Inbox of the email address you just entered. If you do not find the email in your Inbox, it may have found its way into your Spam folder. Open the email entitled “Reset your password.” Read the instructions carefully and click on the link given to proceed to the next step of the process.
  3. Enter your password in both required fields. Please keep your password confidential. We suggest using numbers, symbols, and both minuscule and capital letters. Your password must be at least six characters, but no longer than 15. For more information, read this Google page explaining how to choose a secure password. Finally, click “Reset.”
  4. You will be automatically logged in and will be redirect to your account dashboard.