Altitude Sports
Altitude Sports

Shipping

Free shipping within Canada on all orders over $49

At Altitude Sports, standard shipping by Canada Post is free within Canada on all orders over $49, after applicable discounts and befor#marke taxes.

Surcharges may be applied in cases where box dimension, weight, or remoteness of delivery address are exceptional. It is simple to know if you apply for standard delivery while you are shopping on our site.

Order Processing

Once you have finished placing your order on Altitude Sports, the processing will differ. Note that our team processes orders between Monday and Friday, 9am to 5pm EST. For example, if you place an order Friday night it will begin to be processed Monday morning. The processing time is already incorporated into our delivery time noted, when you select your method of shipping. If ever our processing time takes more than 2 days, and jeopardizes the guaranteed date of delivery, we will select a faster shipping method at our own cost.

Estimated Delivery Date

You will receive the estimated date of delivery, when you choose your shipping method and courier in the first step of your shopping cart. Delivery date information is provided by the courier company. The processing time is already incorporated into the delivery time, but note Saturday and Sunday are not. Within Canada, we guarantee that your delivery will be made by the date indicated. Please note that your delivery may arrive before the estimated delivery date.

If your order is shipped within Canada, and it arrives after the estimated delivery date indicated on Altitude Sports (when you placed your order), we will gladly reimburse you the shipping fees you may have paid. Delays to orders due to circumstances out of our control, such as snowstorms, hurricanes, credit card verification procedures or postal strikes, do not count.

For deliveries to the United States, and other countries around the world, the estimated delivery date cannot be guaranteed by us here at Altitude Sports. Due to the fact courier companies sub-contract shipments to local companies, and the unknown variable of customs processing times, delivery times can be unpredictable and in rare instances delayed. For more information concerning this subject, please read the following section.

In-Store Pickup: a practical and free option

If you happen to live near Mont-Tremblant, you may also pick up your order from that store, without paying any shipping fees. Simply choose this option when you are at the stage of choosing your shipping method in your shopping cart. Expect a delay of 7 to 8 business days for this shipping option. This delay exists because transfers from our warehouse to the stores occur only once a week. You will be contacted by telephone once the store has received your order. For security reasons, we oblige you to bring a printout of your receipt, the credit card used to pay for the order, and 2 pieces of identification when you pick up your order. You will also be asked to sign a document attesting to the pickup.

Shipping fees

You can easily obtain the amount of shipping fees you may be paying for your order once you select the method of shipping and courier company, when in your shopping cart.

Receiving and picking up orders

For all receptions of orders shipped with FedEx, we require a signature confirming that you have indeed received your order, and not a stranger. This protects both you and Altitude Sports from cases of theft or conflict in the case of a delivery error.

Although estimated delivery dates are almost always respected, we suggest you leave a window of 3 business days between the date of delivery and the date you absolutely require your order. This way if the courier company arrives when you are out, you will have ample time to pick it up from the post office. Furthermore, if a natural disaster, postal strike or any other event we cannot control should occur, the 3 business day window will not leave you high and dry. Please use forethought to prevent any unnecessary stress, because we do not want you leaving on your trip to the Alps without that new backpack.

Cancelling an order

If you wish to cancel your order, please contact our customer service as quickly as possible at 1-800-729-0322 or by chat so they can verify the status of your order. If the status is still in process, we will be able to cancel it.

If you need to contact us outside of our business hours, please send an email to info@altitude-sports.com and write in the subject of the email « CANCELATION OF ORDER #0012345 ».

Please note that we ship the majority of our orders in 24 hours. If the order that you wish to cancel has already been shipped, we unfortunately cannot cancel it.

Where to have your order delivered

The courier companies we use to ship your orders deliver throughout the day, but usually between 9am and 6pm. We suggest having your order delivered to your usual daytime location. That way you increase your chances of being able to have your order delivered to you and being present to sign for it, and saving you the hassle of having to pick it up at the nearest post office.

Ensure that you provide us with the correct and complete address to prevent incurring any return shipping fees if the courier cannot deliver the package to the address indicated.

Refusing delivery of a package, not claiming a package or wrong address

If you refuse your order at your door during delivery, it will be returned to our warehouse in Montreal. The fees associated with the return delivery are charged to us. The same outcome will occur to packages that are either undeliverable because no one is home during the multiple delivery attempts or the package is not picked up from the local post office after X amount of days. The rules differ depending on the courier. Here are the links to Canada Post and FedEx for more details regarding this subject. Parcels delivered to a faulty address from a client’s mistake or from which the address was incomplete will also be returned to Altitude Sports.

Other than the refusal of a parcel because it was damaged during the transportation or from a faulty address without being the responsibility of the client, Altitude Sports is not responsible for any shipping fee, broker fees or any other tax fees related to the return of a parcel to our warehouse.

If we refuse the return of your items or if you have given us a faulty shipping address and we need to reship your parcel, a $25 fee will be charged to our Canadian customers to cover the reshipping charges. For our United States clients, the fee is $40. For international orders, the reshipping fee is $75. We will contact you if this occurs. If we have not heard back from you within 10 business days we will refund the order minus the shipping fees.

If your order returns to us in “Return to sender” and that you do not wish to have this package resent to you & prefer a refund, we will deduct $15 from your refund to cover the return shipping fees from all Canadian order. For orders being returned to us from the United States and other International country, our customer service will get in contact with you for more details.

Tracking your order

You can easily follow your order as it is being processed and shipped by us, if you have passed your order with a registered account. You can verify your order by logging into your account and by following the steps below in FAQ. If you have placed your order with a guest account (without creating a registered account), you can follow your order via email only.

You already know how?

Connect to your account first!

Once you place your order, you will receive a confirmation email with your order number. When your order is packed and ready to be picked up by the courier company, you will receive an email with your invoice*. You will also receive an email with your tracking number and information on how to track your package. Please add info@altitude-sports.com to your email address book so that these important emails do not get lost in your Spam or Trash folder.

Courier options

We work predominantly with FedEx and Canada Post to deliver our packages, because we feel they offer the most complete and fast service for both us and you.

If ever you would like to know which shipping method would be best for you, simply follow the instructions below:

Once at the cash in the Shipping method section, you may select the courier company of your choice and see the different shipping fees.

Please note, only Canada Post can deliver to P.O. boxes.

Shipping within Canada

The taxes paid on an order being shipped within Canada depend on the shipping address, that is to say the address where the shipment will be delivered (and not the billing address). See the detailed breakdown of taxes to be paid by province here.

Shipping outside of Canada

Customs duties, taxes and administrative fees may be charged by the country of destination. The purchaser is responsible for all supplementary fees. Altitude Sports cannot predict or give estimates of these fees and taxes. We suggest contacting the customs office directly if you would like more information.

All shipments outside of Canada and the US will be shipped using only FedEx.

United States

Please note that due to agreements with suppliers, we cannot ship certain brands to the United States. You can see if a product can be shipped to the United States by looking for an icon next to the product description:

  •  This product can be shipped around the world
  •  This product can only be shipped to Canada and the United States
  •  This product can only be shipped to Canada

All orders shipped to the United States are done so using Canada Post or FedEx, and are not subjected to Canadian taxes. Because the shipments pass through customs, they are subject to customs duties and US taxes. In most cases, a bill with duties will accompany your order and be payable upon receipt, or will be sent via mail. The receiver is responsible for all taxes and duties applied to the order. Note that we are not able to predict or give estimates for these fees and taxes. We suggest contacting the customs office directly if you are worried or would like more concrete answers.

Restrictions can also apply to shipments with dangerous or oversized goods. We reserve the right to refuse orders in certain (and limited) situations in which this is the case, at all times and without notice.

Elsewhere in the world

Please note that due to agreements with suppliers, we cannot ship certain brands outside of Canada and the United States.

You can see if a product can be shipped outside of Canada and the United States by looking for an icon next to the product description:

  •  This product can be shipped around the world.

The following icons indicate if the product can only be shipped within Canada and/or the United states.

  •  This product can only be shipped to Canada and the United States
  •  This product can only be shipped to Canada

Please note Nobis products can be shipped worldwide except in South Korea and France.

If you inadvertently place an order with numerous products, one of which cannot be shipped to your country, we will remove that product from your order and ship the rest.

All orders shipped outside of Canada and the United States are done so using FedEx, and are not subjected to Canadian taxes. Because the shipments pass through customs, they are subject to customs duties, taxes, and administrative fees. In most cases, a bill with duties will accompany your order and be payable upon receipt, or will be sent via mail. The receiver is responsible for all taxes and duties applied to the order. Note that we are not able to predict or give estimates for these fees and taxes. We suggest contacting the customs office directly if you are worried or would like more concrete answers.

Shipping fees to the United States

Shipping fees will apply to orders under $99 (before taxes and shipping fees) being shipped to the continental United States. The shipping is free for orders over $99 (before taxes and shipping fees). Surcharges will apply to all orders shipped to Alaska, Hawaii and Puerto Rico. Expect 2 to 5 business days for delivery.

Restrictions for dangerous and oversize goods

Restrictions can also apply to shipments with dangerous or oversized goods. We reserve the right to refuse orders in certain (and limited) situations in which this is the case, at all times and without notice.

Marketplace orders

For products sold directly by Marketplace Sellers (see Osprey seller page), Altitude Sports is not responsible for shipping or delivery.

Returns

Until August 31st First-time customer? Receive a free return with your first order

To eliminate all barriers from ordering online, we want to offer you a free return with your first order. Order any product, in the sizes/colours you want to try, and send back free of charge anything you don't want to keep. Applies to orders delivered in Canada. Does not apply on product sold by Marketplace sellers. One prepaid shipping label provided. Valid on orders placed between June 27th and August 31st, 2018.

Fast & Simple Returns

Including discounted items

To save you time, we allow you to try different product sizes or colors at home and return them within 90-days. We've included a prefilled return shipping label inside your package, so you don't have to print or fill-out a form. Just re-pack any unwanted product, stick the return label on your package and take it to your local Canada Post office.

90-day returns
Return label in package
Take it to your local Canada Post office

We’ll deduct $13 +taxes to cover shipping, or you can become a lifetime member and get free returns forever (with exceptions to product sold by Marketplace sellers).

A return in 4 simple steps
  1. Locate Return Label:

    Check the packaging or your order confirmation email to see if Altitude Sports or a Marketplace seller has sold and shipped your order. Remove the prefilled shipping return label from your original shipping package bag or box.

  2. Re-pack your Package:

    Reseal the original package with the product you’re returning inside.

  3. Apply the Return Label:

    Cover the initial shipping label on the resealed package by applying the prefilled return label over it.

  4. Ship your Return Package:
    • If your product was sold and shipped by Altitude Sports, the product must be sent back to Altitude Sports.
    • If your product was sold and shipped by a Marketplace seller, the product must be sent back to that seller.
    • Take the package to your local Canada Post, or the chosen courier that delivered your order.

For information about international returns, click here.

90-day return policy

We do our best to guarantee you’re completely satisfied with all orders placed on Altitude Sports. To ensure this, we allow product returns for a refund within 90 days of receiving your order.

Product must be in perfect condition

All product must be returned to Altitude Sports in perfect condition. This means the product will:

  • Have all of the original labels and tags
  • Be in the original packaging and have the original hanger (if applicable)
  • Be as clean as when initially shipped and have no unusual odors or fur/hair on it
  • Be tried-on over underwear for hygienic reasons (particularly products like swimsuits and undergarments)

Please be aware that all products are thoroughly inspected upon return.

Altitude Sports reserves the right to refuse returns that do not respect these conditions and ship the product back to the customer at their expense. In some cases at our discretion, we may impose restocking fees.

We do reimbursements; not exchanges

Our experience dictates it's more advantageous for everyone that we do not offer exchanges because it's simpler to reimburse you for returned product. It's quicker and easier to consider each transaction separately, this way you don't need to wait until your refund is complete to order the correct product. If you’d prefer another size or color, simply order that style and send back the unwanted product at your earliest convenience. Placing this second order eliminates the need to wait for your refund to process, and ensures you get the correct product delivered to your door as soon as possible.

Example: If you wish to return a jacket in size small because you think the medium will fit better, you should do two things. First, return the small jacket. You’ll be refunded when that process is complete. Second, order the medium jacket, which will be delivered via the usual shipping process.

Advice: Order multiple sizes, colors, or styles of the same product.

If you're hesitating between sizes, colors, or models, we advise ordering several products so you can compare them, then just return the products you don’t like. This single order will limit your number of transactions and save time, all while ensuring you receive the specific product you want. It also guarantees you'll get the item you want before it sells out.

Altitude Sports stocks many different brands and models, but certain products may be limited in quantities or colors. During our sales, specific styles sell out quickly.

Returning products purchased on sale

If you've purchased a product on sale, you can return it.

If you wish to buy the same product (same color and year of fabrication) in a different size, but the product is no longer on sale, we will match the initial purchase price. Please contact our customer service before placing your second order.

Non-returnable products

We accept the returns for most of the products we sell, including those on sale. Due to the nature of certain products, and our inability to ensure they are new, safe, and hygienic for the next customer, specific products are non-refundable. Therefore, carabiners, child strollers, and avalanche airbags are non-returnable.

Returning defective, damaged, or incorrect product

It's customer responsibility to inspect the condition of their product upon reception. In rare cases, products may be damaged through shipping, arrive defective, or we might have accidentally shipped the incorrect product. If this occurs, it's imperative to contact our customer service within 7-days to inform us of the details. Arrangements will be made to return the defective, damaged, or incorrect product free of charge, and we will allocate the customer a full refund.

For information about returning a product under warranty, please see our warranty page.

Returning products purchased with Altidollars or Expirable Credits

If you've purchased a product with Altidollars and you return that product, the Altidollars will be refunded to your account at the moment of reimbursement. If you’ve purchased a product combining Altidollars with another payment method, we’ll refund you with the same methods of payment.

If you've purchased a product using Expirable Credits and you return that product, the Expirable Credits will not be refunded to your account. Expirable Credits are single use only, and we suggest using them on purchases you're certain about keeping.

Return delays

Returns are processed Monday to Friday. We need to receive the product; verify the contents are in perfect condition; then we may begin the return process. During peak periods or promotions - notably December 1st to February 15th - the return process may take up to 5-business days.

Mail returns without our prefilled return label

If you choose not to use the prefilled return label supplied in your shipping package, you can return your package using a courier of your choice. Note that Altitude Sports only accepts returns by couriers, such as Canada Post, FedEx, and UPS.

All product orders you wish to return must be shipped to our warehouse. For logistical reasons, our warehouse is not open to the public.

Return address:

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

Mont-Tremblant store returns

You may return product you don’t wish to keep, without any fees, by bringing them to our store.

Store address:

Altitude Sports Mont-Tremblant
2555 Rue de L'Aulnaie
Mont-Tremblant (Québec) J8E 0E5
Canada

Marketplace Return Guidelines

To return a product:

  • If your product was sold and shipped by Altitude Sports, the product must be sent back to Altitude Sports.
  • If your product was sold and shipped by a Marketplace seller, the product must be sent back to that seller.

Take the package to your local Canada Post, or the courier chosen that delivered your order.

Price Policy

Altitude Sports is compelled to offer our customers the best pricing. If you have an inquiry about price matching or are requesting a pricing adjustment on a previously placed order, please contact our customer service team. One of our team members will gladly assist you.

All price matching requests must meet the following conditions:

  • If you find the product you purchased from Altitude Sports is priced lower by our competitor, or if that product's price has decreased on our website within 15 days of your purchase, we will refund your account the price difference in Altidollars.
  • We only consider a price matching competitor to be a North American-based business that is also an authorized dealer of the brand and product in question. A competitor must also be authorized to ship that brand and product to Canada.
  • The product must be identical in brand, model, sizing, color, and from the same year of fabrication.
  • The product must be in stock and available for immediate purchase from our competitor at the price you are requesting. We will not match out of stock products or sale pricing that has expired.
  • Our customer service agents must be able to verify the requested price match via telephone or internet from the competitor. Verbal agreements are not eligible.
  • When matching our competitor's product price, we include shipping fees charged by a competitor that apply to the cost of the product we have been requested to price match. Meaning, if a competitor is selling a product for 200$ plus a 50$ shipping fee, we will consider the total price matching cost to be 250$. This rule applies to any additional charges that we incur due to our price matching policy.
  • We only offer price matching in Canadian Dollars. If a price match is requested on a product listed in American currency, we will use the daily US-to-Canadian dollar exchange rate based on the Bank of Canada to calculate the total cost of a product.
  • Auction sites, liquidation and clearance sales, used products, demo or floor models, and unofficial websites are not eligible for price matching. We also do not match product prices from The Last Hunt or Amazon.
  • Altitude Sports matches pricing on our website and in our store. We also match product pricing from both online and traditional retailers that meet our price matching requirements listed above.
  • You can return a product we’ve price matched for you. If you wish to purchase the same product (same color and year of fabrication) in a different size, but the item is no longer on sale, we will gladly uphold the adjusted lower price of that product. Be aware return shipping fees may apply.
  • We reserve the right to limit the number of products purchased under our price matching policy.
  • Our price matching cannot be combined with any additional discounts or promotions. Only the 5% membership discount (if applicable) can be applied to the matched price of a product.
  • Our Lowest Price Guarantee does not apply to products sold by Marketplace sellers (see Osprey seller page).

Please don't hesitate to contact us if you have further questions.

Sale Taxes

Sales taxes may apply to your order with us, on both the products themselves, as well as the cost of shipping. The taxes to be paid depend on where you are having your order delivered.

Orders delivered within Canada

Alberta (AB) GST is 5%
British Columbia (BC) GST is 5%
Manitoba (MB) GST is 5%
New Brunswick (NB) HST is 13%
Newfoundland and Labrador (NL) HST is 13%
Northwest Territories (NT) GST is 5%
Nova Scotia (NS) HST is 15%
Nunavut (NU) GST is 5%
Ontario (ON) HST is 13%*
Prince Edward Island (PEI) HST is 14%
Quebec (QC) GST is 5%
PST is 9.975%
Saskatchewan (SK) GST is 5%
Yukon (YT) GST is 5%

*Customers who have their packages delivered to Ontario do not have to pay the 8% HST Ontario portion on clothing and shoes for children. A 5% tax applies to this category of products. Because our web platform cannot calculate this exception, we suggest you place your order with the ordinary HST amount (13%), and contact our customer service so that we may correct the tax percentages manually.

Orders delivered internationally

Orders delivered outside of Canada are shipped using Canada Post and are not subject to Canadian taxes. Because the shipments pass through customs, they are subject to import duties, taxes, and custom processing fees. In most cases, a bill will accompany the delivery, and is payable upon receipt of the package, or the bill will follow shortly in the mail. All taxes and customs duties are the responsibility of the recipient of the delivery. Please note that we cannot estimate the amount of the taxes,duties and/or fees that will be applied to international orders. We suggest you contact your country's customs bureau before placing your order.

Warranty

Altitude Sports Warranty

Altitude Sports guarantees your purchase for the first year. If a product proves to be defective within this period, we will offer a repair, replacement or Altidollars, depending on the state of the item in question and its availability on our website. Shipping costs for the return of the product by regular post will be covered by Altitude Sports (available only in Canada).

Please note that this warranty does not cover accidental damage, normal wear and tear or excessive usage.

Postage for returns

In order to receive a return prepaid label, please contact our customer service who will then send you one to be printed and applied onto your package. Please write “GARANTIE/WARRANTY” on the parcel and bring it to the post office at your earliest convenience.

Altitude Sports will then contact you by email with the possible guarantee options available to you.

It is crucial that the products returned for warranty reasons be perfectly clean and washed, according to the manufacturer's standards. Altitude Sports reserves the right to return any product, at the customer's expense (there and back), if this condition is not met.

Please note, you may also return a defective product in store.

Manufacturer Warranty

A large proportion of products sold are covered by an extended manufacturer’s warranty. This guarantee covers manufacturing defects but not abuse, accidental damage or normal usage. Altitude Sports invites you to contact one of our customer service agents for more information regarding the manufacturer’s warranty of a particular product.

We also offer the possibility of facilitating the return of the product to the manufacturer in question. If you prefer this option, please allow a delay of 4 to 6 weeks.

The postal fee related to this service varies from case to case, will be the customer’s responsibility and must be paid to Altitude Sports at the beginning of the warranty process. The total cost is determined by the warranty department which can be contacted through customer service. This fee covers shipping between the customer and the manufacturer, and the manufacturer to the customer.

It is crucial that the products returned for warranty reasons are perfectly clean and washed, according to the manufacturer's standards. Altitude Sports reserves the right to return any product, at the customer's expense (there and back), if this condition is not met.

Marketplace 

Altitude Sports Marketplace offers our familiar shopping experience but with a more extensive selection from curated top sellers.

Discover Altitude Sports Marketplace seller Osprey.

Below are frequently asked questions:

As an Altitude Sports Member, will I still benefit from my discount and free returns when using the Marketplace?

The Membership discount and free returns are not applicable on products purchased from a Marketplace seller.

Is shipping free over $49?

Unfortunately Marketplace products are not eligible for free shipping.

Where should I return product I ordered from a Marketplace seller?

All products purchased on the Marketplace must be returned directly to the seller, not Altitude Sports.

For more information regarding the Altitude Sports Marketplace and our sellers, please visit the following sections: shipping, returns, price policy and terms of use. To learn more about our sellers' privacy policies, please visit their websites.

Frequently asked questions

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 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.

Please note that discount codes are not applicable to products purchased from a Marketplace seller.

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 Credits?

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 info@altitude-sports.com.

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. Example: mun8p3bco69u is now ALTmun8p3bco69u.

Please note that gift cards are not applicable to products purchased from a Marketplace seller.

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 info@altitude-sports.com if your order has been cancelled.

Please note that our Marketplace sellers might cancel your order if your item is no longer available.

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

The conditions are:

  • 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 warranty and manufacturer's extended warranty. Contact one of our customer service agents for more information.

What is the Marketplace?

Altitude Sports Marketplace offers our customers our familiar shopping experience, but with an even more extensive selection of products from curated top sellers.

How can I check if my order, which is over 49$, is 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.

Please note that free returns are not applicable to products ordered from a Marketplace seller.

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:

  • Shipped This product can be shipped around the world
  • Shipping to Canada This product can only be shipped to Canada and the United States
  • Shipping to Canada and the USA This product can only be shipped to Canada

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

Shipping fees will apply to orders under $99 (before taxes and shipping fees) being shipped to the continental United states. The shipping is free for orders over $99 (before taxes and shipping fees). Surcharges will apply to all orders shipped to Alaska, Hawaii and Puerto Rico. Expect 2 to 5 business days for delivery.

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

When you place an order with Altitude Sports, 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.

Contact Us

Do you have a question or a problem? Get the quickest answer possible by filling out this form:

If you need more information do not hesitate to contact one of our customer service agents using one of the means below:

Chat

To initiate a chat with us, you can simply click on the icon in the bottom right corner of your screen:

Our staff is available to chat Monday – Friday, 9am – 10pm, Saturday, 10am – 6pm and Sunday, 12pm –10pm ET.

* Please note that the icon will change to "Help" when our chat service is not available, simply use the form by clicking on it to send us a request instead.

Telephone

Montreal region: 514 495-1111
North America: 1 800 729-0322
Outside of North America: 1 514 495-1111

Our staff is available to answer calls Monday – Friday, 9am – 10pm, Saturday, 10am – 6pm and Sunday, 12pm –10pm ET, and will return calls with a maximum delay of one to two business days, if you leave a message on our voice mail.

Email

info@altitude-sports.com

We will get back to you with a maximum response time of one to two business days.

Our Store

To speak in person with one of our knowledgeable staff, visit our store in Mont-Tremblant, Quebec.

Altitude Sports Mont-Tremblant

Factoreries Tremblant
2555, rue de l'Aulnaie, suite 203
Mont-Tremblant (Québec)  J8E 0E5

1 800 729-0322
Contact: tremblant@altitude-sports.com
Next to the Starbucks on the 117

Opening Hours:

Monday: 10-6 pm
Tuesday: 10-6 pm
Wednesday: 10-6 pm
Thursday: 10-9 pm
Friday: 10-9 pm
Saturday: 10-5 pm
Sunday: 10-5 pm