Returns

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

Step 1

Step 1

Open your package by tearing at the indicated line. Inside you will find a shipping label.

Step 2

Step 2

Place the product(s) you do not wish to keep in the bag, close the bag. Remove the white strip, close the bag and place shipping label on exterior of bag.

Step 3

Step 3

Return your package to a drop off location of the carrier used to deliver your order.

We will deduct $13 from your reimbursement to cover the cost of shipping fees related to the return.

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

Shipping is free within Canada on all orders over $49. Click here to find out more

Return Guidelines

60 day return policy

We do our best to ensure you are completely satisfied with all orders placed with Altitude-sports.com. If for one reason or another you are not satisfied, we will refund the product(s) within 60 days of you receiving the order.

Product must be in perfect condition

Our promise at Altitude-sports.com is to sell quality products that are new and in perfect condition. For us to accept a return we must be able to ensure the above is guaranteed before we can resell a product. Just as a customer in our physical stores is allowed to try on a jacket and must put it back on the hanger in the same condition, your returned order must be sent back in perfect condition. A product in perfect condition will have all its labels and tags attached to it, as well as the hanger or the packaging it came in (if applicable).

For example: If the walking poles you ordered came with a cardboard packaging explaining its features, you will need to return that packaging. If your hiking boots came in a box, you must return both the boots and box in perfect condition. We encourage you to reuse the box we used to ship the order.

If a returned item is missing any of the original manufacturer’s tags, there will be fees imposed. If the returned item has a retail value of $50 or more, the fee will be $15. If the item is valued under $50, the fee will be 15% of the price of the item. All fees will be deducted from the refund amount at the moment of reimbursement.

If an item is returned with any or all parts of its original packaging either missing or damaged, a fee of $20 will be imposed. This amount will be deducted from the refund amount at the moment of reimbursement.

A product in perfect condition will be clean, have no unusual odors (ie: cigarette smoke) and not have domestic animal fur on it.

Please note when ordering bathing suits or undergarments that for hygienic reasons, they must be tried on for size over your underwear. If you wish to return this type of item, please be aware that it will be thoroughly inspected and if we find any reason to doubt the absolute cleanliness of the item, the return will be refused and the product shipped back to the customer at their expense ( $25 ).

It is at our discretion to decide if a product is in an acceptable condition. If you are not sure of the condition of the product you wish to return, please contact us before proceeding with the return.

If you return a product that is not in perfect condition, we reserve the right to charge fees for cleaning or replacement costs up to $250, deducted from your refund. We will make the most fair decision.

No exchanges, only reimbursements

Products are not exchanged at Altitude-sports.com but returned for a refund. You are then invited to place a new order for the product which will best suit your needs.

Our experience has shown us that it is more advantageous for everyone if we do not do exchanges. It is simpler to return the product you do not like and receive a reimbursement. Also, you may order the right product in the mean time, ensuring it does not disappear from our stock while the process is occurring. This reorder will be treated as a separate order entirely.

For 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 will be refunded when that process is complete. Second, order the Medium jacket. That jacket will be delivered with the usual shipping delay.

Tip: If you are hesitating between sizes, colors, or models, we suggest ordering several choices and simply returning those you do not like for a refund. This will limit the amount of transactions, save time and potentially money. This will also ensure you get the product you want before it sells out, during sales, items disappear quickly! Due to the fact that we stock so many different brands and models here at Altitude-sports.com, certain products may be available in limited quantities and or colors, so this way you will stay one step ahead and avoid disappointment.

The customer is responsible for the return

Unless we have made a mistake in shipping or you purchased your order during a special promotion, you are responsible for the fees incurred for returning a product. Whether you decide to drive to our store, or use a courier service, the fees remain your own for returning a product.

Errors do happen and so if ever we accidentally ship the wrong product or an order is damaged in delivery, please contact our customer service within 7 days of receiving the order. One of our staff will remedy the situation quickly.

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.

Return in-store or via the mail

You may return to us the product you do not wish to keep, without any fees, by bringing them to our store. You may also ship them back to our warehouse. Please note that due to security and logistical reasons, our warehouse is not open to the public. We only accept returns by courier, such as Canada Post and UPS; any other means will be refused.

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

Return delays

The return process can take up to 3 business days following our reception of the product. Returns are treated from Monday to Friday. We need to first receive the product, verify the contents are in perfect condition, and then we may begin to process the return. During peak periods or promotions, most notable the 15th of December to the 15th of February, the return process may take up to 5 business days, 2 more than usual. This is due to the high number of returns during this period.

Non-returnable products

We accept the return almost all of the products we sell, including those on sale. However, due to the nature of certain products, and our inability to ensure they are completely new, safe and hygienic for the next customer, certain products are non-refundable. Therefore, carabiners and child strollers cannot be returned.

Returned product standards

If a returned item does not meet the quality standards set forth by our return policy, one of the following solutions will be chosen by our returns department:

 

  • The item will be accepted as a return, and the customer will be refunded to their method of payment, minus 25% of the price of the item which will be given as a store credit.
  • The item will be shipped back to the customer at their expense ($25).

 

Receiving a defective/damaged product

It is the customer's responsibility to inspect the condition of their order immediately upon reception. It is possible that in certain rare cases items may be damaged in the shipping process or may arrive defective in their original packaging. If this occurs, it is imperative to contact our customer service within 7 days to inform us of the problem. Arrangements will then be made to return the defective / damaged item to our warehouse for refund.

Returning sale items

If a product has been purchased on sale there is no problem returning it. If you wish to purchase the same product (same color and same year of fabrication) in a different size, but the product is no longer on sale, we will happily match the initial price of purchase. We suggest you contact our customer service before placing the second order.

Returning products purchased during a promotion

Differing rules of reimbursement apply to different promotions. We do our best to be fair and open about our policies. To prevent any surprise we suggest you read our FAQ section for further details.

Returning products purchased with gift cards

If you wish to return a product purchased with a gift card, a credit will be issued to your account. The amount of the credit issued will be equal to that used from the gift card. This credit will be applicable to your next purchase, and does not have an expiry date. You have the option to use the credit on your shopping cart in the section asking for payment method. Credits are not redeemable for cash.

United States returns

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.

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 Fedex Trade Network. on Altitude-Sports account : 66051”.

International returns

For all international orders (including the USA), 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. If you are shipping the return from the United States we suggest the United States Postal Service (USPS), because their fees are usually the lowest.

We suggest you ship your return package pre-paid and insured with a regular service. To save time and potentially money we suggest writing “Return of Canadian merchandise” on the box.

If we receive a return package with customs charges, taxes or other fees, we will deduct these from the reimbursement.

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