Help Center

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Our Help Center has answers to most of our customers’ questions. As we are currently experiencing a delay in responding to inquiries, we appreciate your patience and understanding, and we encourage you to consult it prior to contacting our team.

Our shipping delays are communicated at check-out and please rest assured that once your order is shipped, you will receive a confirmation email allowing you to track your order.

Due to the high volume of orders, once an order has been placed we are unable to modify or cancel it.

What can we help you with?

  • Our Shipping

    At Altitude Sports, standard shipping within Canada on orders over $74 is free *.

  • Our Returns

    Fast & Simple Returns. Including discounted items.

  • Your orders or your Account

    Order status, tracking, credits and more.

    Orders + My Account
  • Our Price Policy

    If you have an inquiry about price matching or are requesting a price adjustment.

    Price Policy
  • Our Warranty

    Altitude Sports warranty, postage returns and manufacturer warranty.

  • Our Marketplace

    Altitude Sports Marketplace offers a familiar shopping experience with a more extensive selection.

  • Contact Us

    Need additional help? Talk to one of our specialists.

    Contact Us


At Altitude Sports, standard shipping within Canada on orders over $74 is free *.

At checkout, you’ll be able to see the delivery date of your chosen shipping method.

Once your order transaction is complete, you'll receive a tracking number in a confirmation email, allowing you to track your package at every step. Contact our full-time customer service staff to answer questions that may arise before or after placing your order.

* After discounts and before taxes. Surcharges may be applied in cases where box dimension, weight, or remoteness of delivery address are exceptional. Our free shipping policy does not include Marketplace items.

Electric Delivery

Electric delivery is available on the island of Montreal only.

Just like our standard delivery, shipping is free for orders $74 or more and the delivery time is between 3 and 5 days.

No greenhouse gases are emitted as soon as your package leaves our distribution centre: electric delivery is made by bicycle or a fully electric vehicle.

Tracking Orders

After placing an order, you will receive a tracking number via email. You’ll also be able to see the tracking number in your account.

Delivery Date

For deliveries to Canada, Altitude Sports guarantees the promised delivery dates. We reimburse shipping fees for all orders that arrive after the promised delivery date. Delays due to unforeseen circumstances like inclement weather, credit card verification or postal strikes are not counted against allocated delivery times. Note your shipment may arrive before the promised delivery date.

For deliveries to the United States and other countries, Altitude Sports does not guarantee estimated delivery dates. Couriers’ sub-contract shipments & customs’ variables are unknown. For more info, read the following section.

Same-Day & Next-Day Delivery

Same-Day Delivery is available in the Greater Montreal area for orders placed before 1 PM Eastern. Orders placed after 1 PM Eastern will arrive the next day.

Next-Day Delivery is available in the Greater Toronto Area, Ottawa, Quebec City and other regions of Quebec for orders placed before 1 PM Eastern.

Next-Day Delivery is available from Monday to Thursday in the Greater Vancouver Area before 12PM PDT, in Edmonton, Calgary, Regina before 1PM MDT and in Winnipeg for orders placed before 2 PM CDT.

At check-out, delivery availability and options will appear where available.

New areas for Next-Day Delivery will be announced in the upcoming months. Stay informed on the latest by subscribing to our newsletter.

Express Shipping

Express Shipping ensures a delivery in 2 to 3 business days in Quebec, Ontario and Western Canada.

At check-out, delivery availability and options will appear where available.

Additional delays may apply before and during public holidays.

Cancelling Orders

Due to the high volume of orders, once an order has been placed we are unable to modify or cancel it.

Marketplace Orders

Altitude Sports does not handle the fulfillment and delivery of products purchased via the Marketplace, but please contact us if you have problems related to shipping, delivery, or order fulfillment.

See our seller pages for more details.

Shipping to remote locations in Canada

Delivery fees for remote locations range from $4.99 to $19.99 (depending on the remoteness).

Shipping to remote locations in Canada is free on orders over $200, after discounts, with code FREESHIPPING200.

US & International Shipping

Shipping to the United States is free on orders over $200 after discounts with code FREESHIPUS200*

** Surcharges apply to Alaska, Hawaii & Puerto Rico, and may be applied in cases where box dimension, weight, or remoteness of delivery address are exceptional.

Please note:

  • Due to supplier agreements, certain items cannot be shipped outside of Canada. The information regarding U.S. & International availability is displayed on the product page. If you place an order including multiple items, of which one or more items cannot be shipped to your destination, we will remove those items and ship the rest.
  • Recipients outside of Canada are responsible for all surplus fees (taxes, duties, customs charges, etc.).
  • Altitude Sports can ship orders to EU countries.
  • U.S. and International orders are not subject to Canadian taxes.
  • We reserve the right to refuse U.S. and International orders.

Refusing Delivery, Unclaimed Orders, Incorrect Address

If you refuse your order upon delivery, or no-one was available to accept your order despite multiple delivery attempts, or your order is left unclaimed at the shipping courier, your order will be returned to our warehouse and you may incur a re-shipping fee.

Orders + My Account

How Do I Verify My Order Status?

If you placed your order as a guest, consult your email.

If you placed your order with your account:

  1. Sign in to your account
  2. Access the Orders/Refunds section
  3. View ‘order status’

Possible order statuses:

  • Paid : Order has been paid
  • Partially refunded : Order has had one or more items refunded
  • Refunded : Order has been refunded
  • Fulfilled : Order has been picked, packed & shipped
  • Unfulfilled : Order has not been shipped yet

Where Can I Find My Tracking Number?

Once your order is shipped, you’ll get a confirmation email. Under the shipping method section, you’ll see the carrier & tracking number.

Contact customer service with your questions.

What’s My Order’s Estimated Delivery Date?

In your cart, click "Proceed to checkout." In the "Shipping Method" section, you'll see estimated delivery times.

The tracking info indicates that my package has been delivered, but I can't find it. What should I do?

If the tracking information indicates that your package was delivered on the carrier's page, but you can't find it, try one of the following solutions:

  • If it was delivered with Canada Post, check your post office box or parcel case first.
  • Check around your car, patio furniture, or near back doors (sometimes the carrier tries to hide the package to prevent it from being stolen).
  • Check with your neighbours in case they might have received it accidentally.
  • Contact the reception office or security associated with your home.

If you are still unable to locate your parcel, please complete this form.

How do I See My Membership Discount?

Your membership discount is automatically applied to valid items in your cart when you are signed in to your account.

Where Do I Enter My Discount Code?

On the right side of the checkout page you will see your item(s) followed by a 'Gift card or discount code' section. Enter your code & click 'Apply.'

Why Doesn’t My Discount Code Work?

  1. Check the expiration date to ensure it’s valid.
  2. Check if your items are eligible for your code & that they meet the minimum cart requirement.
  3. You might be missing information at checkout.

You can only apply one (1) discount code per order.

First, check the expiration date of the code to make sure it is still valid.

Second, please check that the promotional code is applicable on the products in your shopping cart. It could also be that your code does not meet the minimum cart requirement at check out.

Third, it could be you have accidentally omitted some necessary information.

Discount codes don't apply to products sold by Marketplace sellers.

Click here to see our current discount codes.

What Are Alti Dollars?

Alti Dollars are Altitude Sports’ proprietary currency. One Alti Dollar equals one CAD. Alti Dollars never expire. See our Alti Dollars returns policy.

What Are Expirable Credits?

Expirable Credits have marked expiry dates, are single-use only & are not refunded after a return.

Where do I see my credit?

Go to your account page. Click on ‘Expirable Credits’ in the left-hand column and see how much credit you have.

If you don't have an account:

To begin, click the link below and enter the required information to activate your account:

Next, an email will be sent to you with a link to activate your account by choosing a new password.

As always, if you have any difficulty or inquiries, feel free to reach out to us and we'll be happy to assist you.

How do I use my credit?

Sign in to your account. At the checkout, you will see your expirable credit balance. Tick the checkbox underneath to apply your credit balance to your order.

Don't forget to use your credit before it's too late.

Why Won’t My Gift Card Work?

If you have a gift card from our previous website (updated April 13, 2017), it’s still valid - write ‘ALT’ at the beginning.

Example: mun8p3bco69u is now ALTmun8p3bco69u.

Gift cards cannot be applied to Marketplace sellers' products.

View Your Virtual Gift Card Balance

View Your Balance

For balance inquiries, please enter your gift card number in this field and click on apply. If you have any problem seeing your balance please contact us.

Your remaining balance is:


Are there any fees associated with the purchase of an eGift Card?

There are no fees, and the sale of a gift card is not taxable.

How much is shipping?

Since Altitude Sports eGift Cards are virtual, there are no shipping fees associated.

When will I be charged for purchasing an eGift Card?

You will be charged at the time of purchase.

How are eGift Cards delivered and what does the recipient receive?

Our eGift Cards are emailed to the recipient within minutes of your purchase. The email sent to the recipient includes the eGift Card number to be used on our website along with the amount, the recipient's name, a personalized message (if desired), and instructions on how to redeem the eGift Card.

If the eGift card has not been received in time, confirm the recipient's email and ask them to check their SPAM folder.

At any time, if you need further assistance, do not hesitate to contact us. Please refer to your order number or be ready to supply your email address.

Please note that eGift Cards received in error are subject to cancellation.

Redemption and use

Our eGift Cards can only be used on, and they have no expiration date. Your order amount will be deducted from your eGift Card balance after every purchase. The unused balance will remain on your eGift Card. If a purchase exceeds your balance, the remaining amount must be paid using another payment method.


Your eGift Card balance cannot be used to purchase other gift cards. eGift Cards cannot be reloaded, resold, transferred for value or redeemed for cash, except to the extent permitted by law.


Purchases made with a gift card and returned will be re-issued as Alti Dollars on your account, the only exception being for non-refundable items.

Lost, Damaged or Stolen Cards & Fraud

The risk of loss and title for eGift Cards is passed on to the purchaser following electronic transmission of the eGift Card to the purchaser or designated recipient. We are not responsible if any eGift Card is lost or stolen, or any eGift Card is used without your permission.

Why Was My Order Cancelled?

Our system cancels orders automatically if billing information doesn’t match our verification process. Call customer service (1-800-729-0322) or email us (

Marketplace sellers cancel orders if your item is unavailable.

What Payment Methods Does Altitude Sports Accept?

Visa, Mastercard, American Express, JCB & PayPal.

Why Am I Asked for a Password When I Don’t Have an Account?

When you place an order our system automatically creates a profile. You'll receive an email inviting you to activate your account; we suggest you do as it's easier to check your order history/information. If you require assistance, contact customer service.

I Forgot My Password

Password recovery:

  1. Click here, then click “Forgot your password?” In the “Email address” section, enter the email address you last used to place an order. Click “Submit.”
  2. Check your inbox (& spam). Open the email titled “Reset your password.” Read the instructions & click the link.
  3. Enter your new password in both required sections, then click “Reset.” You’ll be automatically redirected to your account dashboard.

Why Does My Order Need Verification?

Verification ensures information is correct & protects customers from fraud.

How does Sezzle work?

Buy Now at the Altitude Sports, Pay Later With Sezzle

buy now at the last hunt, pay later with sezzle

What is Sezzle?

Sezzle is a payment solution that gives you the freedom to buy now and pay later—with no interest!

When you complete a purchase with Sezzle, Altitude Sports will process your order as if you have just paid the entire price—but you will have only paid a fraction of the cost.

Does Sezzle perform a credit check?

Sezzle completes what’s known as a “soft check,” which means they take a look at your credit score as part of their risk check—but this doesn’t impact your credit score.

Sezzle uses this information to help verify your identity and approve you for Sezzle.

How does Sezzle work?

Sezzle breaks down the total cost of your purchase into smaller payments, spread over at least six weeks. As little as 25% is due at the time of the purchase. The remaining amount is spread out over equal installments (typically three installments), each installment two weeks apart.

No interest or processing fees are charged to you—as long as you pay everything off on time, you only pay for what you purchased!

Sezzle says the payments are interest-free. What’s the catch?

No catch here! Sezzle is completely interest-free for shoppers.

Altitude Sports pays Sezzle a fee, so shoppers have the freedom to buy now and pay later. As long as you pay your installments on time, you’ll only pay for what you purchased—free from interest and processing fees!

Do I need a minimum order to use Sezzle?

Sezzle can only be used for orders over $100 (tax included), and will not be available for orders over $2300 (tax included).

Can I use Sezzle on Marketplace orders?

Yes, you can pay for orders with Marketplace items using Sezzle!

What if I want to return or exchange a purchase?

Returns and/or exchanges follow the same process as any other purchase at Altitude Sports, regardless of payment method.

If you return some or all of your order, installments will be adjusted by Sezzle and you will be refunded what you have already paid.

What is Sezzle’s contact info?

For help, contact the Sezzle support team at, or call them at 1-888-540-1867. Sezzle customer service is available from 8:30 a.m. - 5:00 p.m. CST, Monday through Friday.

Shopping With American Dollars

Altitude Sports’ prices are in Canadian dollars. Currency conversions & fees depend on your bank or payment method.

Returns/refunds are in Canadian dollars. Due to currency fluctuations, the amount you're refunded in U.S. dollars may differ due to your banks' daily $USD to $CAD conversion rate.

Sales Taxes

Sales taxes may apply to your order on both the product and shipping. Taxes depend on delivery destination.

Canadian Taxes

Alberta (AB) GST is 5%
British Columbia (BC) GST is 5%
PST is 7%
Manitoba (MB) GST is 5%
PST is 7%
New Brunswick (NB) HST is 15%
Newfoundland and Labrador (NL) HST is 15%
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 15%
Quebec (QC) GST is 5%
PST is 9.975%
Saskatchewan (SK) GST is 5%
PST is 6%
Yukon (YT) GST is 5%

*Customers who order children's clothing & shoes delivered to Ontario don't pay 8% HST (5% tax applies to these categories). Our platform cannot calculate these exceptions. Place your order & contact customer service to correct the taxes.

I Sent an Email to Customer Service. How Long Will It Take for Someone to Get Back to Me?

We'll get back to you within two business days. In unusually busy periods, we'll get in touch within three to five business days.


Fast & Simple Returns

Including discounted items

To save you time, we allow you to try different product sizes or colours at home and return them within 30 days.

Our current return delivery fees are $11.99 + taxes.

You can become a lifetime member and get free returns.

A return in 4 simple steps
  1. Authorize your return

    To return your product product product product , sign-in to your account and submit a Return Authorization Form (if you don't have an account, please create one).

  2. Re-pack your package:

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

    If you are returning items from different orders in the same package, please use separate return labels where one is attached to the return package and the other is placed inside the package. If you are returning two items wherein one is a Marketplace item, please return and ship separately

  3. Print & apply the return label:

    Print the return label, and cover the original shipping label on the resealed package with it.

    Don’t have a printer? You’ll have the option to download a QR code, so you can return your items at any Canada Post office.

  4. Ship your return package:

    Bring your package to the courier indicated on the return label. Find Canada Post offices & FedEx drop-off locations.

    Note: Returns must be dropped off at a post office or carrier's service location, which will provide you with a receipt to hold onto until your return is complete.

For information about international returns, click here.

30-day return policy

Product returns are eligible for a refund within 30 days of receiving your order.

We process returns Monday through Friday. During peak periods - December 1 to February 1 - the return process can take up to five (5) business days.

In order to return an item, you must ensure that your product meets all the following criteria:

  • It was purchased from Altitude Sports
  • It was purchased less than 30 days ago
  • It is in a new and unused condition
  • It must never have been worn
  • Return labels are only available for a return from Canada (outside Canada, please check our international return policy)

Product Must Be In Perfect Condition

All products returned to Altitude Sports must be in perfect condition. The product will:

  • Have all of the original labels and tags
  • Be in original packaging (with the original hanger if applicable)
  • Be as clean as when initially shipped
  • Have no unusual odors or fur/hair
  • Be tried-on over underwear for hygienic reasons (swimsuits)
  • Not have had bindings installed (skis and snowboards)

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

Reimbursements, Not Exchanges

We do not offer exchanges. It's quicker to consider each transaction separately. If you prefer another size or colour, order that style and send back the unwanted product.

Returning Products Purchased On Sale

You can return a product purchased on sale. If you wish to buy the same product (same color, year of fabrication) in a different size but it is no longer on sale, we’ll match the initial purchase price. Contact customer service before placing your order.

Non-Returnable Products

The following items are also sold without the possibility of return:

  • Underwear, health face masks
  • Climbing hardware: carabiners, pulleys, lanyards, quickdraws, belay devices, harnesses, slings, crash pads, ascenders, dogbones, maillons, ropes
  • Child strollers, child trailers and child carriers
  • Avalanche airbags
  • Sleds
  • Skis and snowboards that have had bindings installed
  • Consumable foods

Returning Damaged, Defective or Incorrect Products

Customers must inspect products upon reception. If there is damage, a defect, or if it is the incorrect product, the customer must contact customer service within 7 days of reception. Arrangements will be made to return the damaged, defective or incorrect product free of charge, and we will allocate the customer a full refund.

For information about product warranty, see our warranty page.

Returning Products Purchased With Alti Dollars Or Expirable Credits

If you return a product purchased with Alti Dollars, the Alti Dollars will be refunded to your account. If you've purchased a product combining Alti Dollars with another payment method, we'll refund you through the same payment methods.

If you return a product purchased with Expirable Credits, the Expirable Credits will not be refunded. Expirable Credits are single-use only.

Return delays

Your order will be refunded within five (5) working days of receipt at the warehouse.

  • AltiDollars will be added to your account.
  • Expiring credits will not be refunded as they can only be used once. They will still be applied to your order if you make a partial return.
  • For an order placed via Sezzle, the charges will stop, and the amount you have already paid will be refunded via Sezzle.

Please note that refunds to credit cards or Paypal can take up to seven (7) working days to appear on your bank statement.

Returns Without Pre-Filled Return Label

All returns must be shipped to our warehouse by authorized couriers like Canada Post, FedEx & UPS.

Return address:

Altitude Sports warehouse
2500 Avenue Marie-Curie
Montreal (Quebec) H4S 1N1

International Returns (Including U.S.)

Use the return authorization form in your account.

You can select your preferred carrier for the return, but we recommend using a service that offers insurance and real-time tracking of the package.

Be advised that you will be responsible for all return postage, customs, taxes and other charges associated with the return. We strongly suggest contacting the chosen carrier to minimize these charges.

Marketplace Return Guidelines

To return a product:

  • If your product was sold & shipped by Altitude Sports, send it back to Altitude Sports.
  • If your product was sold and shipped by a Marketplace seller, send it back to that seller.

In both cases, returns are easy: "See Authorize your return" at the top of this page to start your return.

Members enjoy free returns

  • Free returns for members apply to orders shipped within Canada only.
  • One free return per order.
  • In the case of excessive returns or fraud, we reserve the right to revoke the free returns privilege. Members will be contacted by email prior to any return fees being levied.

Become a lifetime member

Price Match Policy

If you find a product you purchased at Altitude Sports with a lower price (after any tax and shipping costs) from a competitor, or if that product's price has decreased on our website within 15 days of your purchase, we will price match.

If you are an Altitude Sports Member, we will price match, and you will receive a 5% discount (if applicable). Learn more about our Membership >

  • The product must be in stock and available for immediate purchase from our competitor at the price you requested.
  • The product must be sold by an authorized dealer of the brand and product in question and based in Canada, whether online or traditional retail.
  • The product must be identical in brand, model, sizing, colour, and year of fabrication.
  • All competitor pricing must be verifiable online, and approval for price matching is made at the discretion of Altitude Sports staff.

How does it work?

  • If a product you find matches these conditions, contact our customer service before you place your order and we’ll adjust the price.
  • If a product you purchased in the last 15 days meets these conditions, you can request a price match and we’ll refund the difference in Alti Dollars to your account.
  • We only offer price matches in Canadian Dollars.

What's not included?

  • Our price matching cannot be combined with any additional discounts or promotions, except the 5% Membership discount (if applicable).
  • Our price matching does not apply to products sold by Marketplace Sellers.
  • Auction sites, liquidation and clearance sales, used products, demo or floor models, and unofficial websites are not eligible for price matching.
  • We reserve the right to limit the number of products purchased under our price matching policy.
  • We will not price match out-of-stock products or expired sale prices.


Altitude Sports Warranty

We guarantee your purchase for 1 year. If a product is defective within 1 year, we offer repairs, replacement, or Alti Dollars, depending on product condition and availability.

Warranty does not cover accidental damage, normal wear-and-tear, or excessive use.

Warranty products MUST be clean/washed to our standards. Altitude Sports reserves the right to refuse warranty products at the customer's expense.

If you'd like to begin the warranty claim process, please complete this form to get started. Our Customer Experience Team will follow up with you via email as soon as possible.

Postage For Warranty Returns

To receive a prepaid return label, contact customer service. Write “GARANTIE/WARRANTY” on the package before returning.

Postal fees to facilitate a warranty product return vary. Contact customer service for more information.

Manufacturer Warranty

Certain products are covered by a manufacturer’s warranty, including manufacturing defects but not accidental damage & normal usage.

Postal fees to facilitate a warranty product return vary. Contact customer service for more information.


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

Discover Altitude Sports Marketplace Sellers .

What Is the Marketplace?

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

Benefits Of The Marketplace

The Marketplace offers you a larger selection of the most sought-after products in more sizes and colours directly from our sellers’ most up-to-date inventory.

Do Altitude Sports Members Benefit?

The membership discount is not applicable on products purchased from a Marketplace seller. Returns for products purchased from sellers are free. Learn about Marketplace returns here.

Where To Return Products Ordered From Marketplace Sellers?

Products purchased on the Marketplace must be returned directly to the seller. See Guidelines.

Pricing, Discount Codes & Gift Card Policies.

Altitude Sports discount codes & gift cards are not applicable to Marketplace Sellers' products. Altitude Sports 15-day price matching policy doesn’t apply to products sold by Marketplace sellers.

Shipping & Delivery Of Marketplace Sellers’ Products

Marketplace sellers are responsible for the shipping & delivery of their products.

For information regarding the Altitude Sports Marketplace, see shipping , returns , price policy and terms of use .For more about our sellers' privacy policies, visit their websites.

Contact Us

Our warehouse is a safety-first zone. Our Help Center has answers to most of our customers’ questions. As we are currently experiencing a delay in responding to inquiries, we appreciate your patience and understanding, and we encourage you to consult it prior to contacting our team.

Our shipping delays are communicated at check-out and please rest assured that once your order is shipped, you will receive a confirmation email allowing you to track your order.

Due to the high volume of orders, once an order has been placed we are unable to modify or cancel it.

Staff are available :
Monday to Friday from 9:00am to 9:00pm
Saturday from 10:00am to 6:00pm
Sunday from 1:00pm to 6:00pm


For the fastest response :

Altitude Sports Chat


Call us : +1 888-565-2584  (1-888-565-ALTI)


Send us a SMS : +1 888-565-2584 (1-888-565-ALTI) and we will answer you by SMS*.

*By texting us, you consent to receive text messages from Altitude Sports at the mobile number you used, and you are opting-in to receive future messages or a phone call to the number you provided. Message & Data rates may apply. Reply STOP anytime to opt-out.


Reach us at or use this form.

To request a price match, click here.

Book and appointment (NEW)

A unique and personalized experience to take your shopping to the next level. Book an appointment with one of our advisors.

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