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Customer support
Alternate Route Outfitters
Address: 2200 Dickinson Rd,
Unit 8A De Pere, WI 54115
Phone: 920-425-7002
 

1 Shipping and Returns
1.1 What is your return policy?

RETURN POLICY

  • All returned items must still have the ORIGINAL TAGS on them. Shoe boxes must be encased in another box for shipping to protect the items. If you send shoes back with stickers and return labels directly on the box, or if the shoe box is damaged, then we will not accept a return.
  • Returned merchandise must be UNWORN and UNWASHED. Items that appear worn, have stains, or smell of cigarette smoke, deodorant, pet hairs or odors, etc. will not be accepted. If an item has been worn once, it will not qualify for a return.
  • Unless if an exchange for different size, merchandise may be returned for a STORE CREDIT ONLY within 30 days of delivery. The store credit total will be the amount paid for the product. The store credit will only be given for the item, not for any shipping and handling charges.
  • When making a return, please include the original invoice and any notes (written or via email) as to why it is being returned.
  • Exact colors of merchandise may vary due to photography lenses, indoor / outdoor lighting, and computer monitor resolutions. Clothing patterns may also vary. These situations do not qualify as defects and the buyer will pay return shipping if a return to our warehouse is attempted.
  • The customer is responsible for all return shipping costs. We recommend using a shipping method that provides a tracking number for your reference.
  • Store Credit will be issued within 5-7 business days of receiving your return.
  • If an order is placed prior to receiving a store credit code, we cannot refund that amount to you. You will need to use that store credit on any future purchase.
  • If you send back an item that does not qualify for a return, we will ship the order back to the customer.
  • If we receive a package back from the shipping carrier due to the address provided being undeliverable, we will cancel and refund the order.

DEFECTS OR PROBLEMS WITH YOUR ORDER?

  • If you have received an item with any problems or defects, please contact our warehouse within 3 DAYS to inform us of the issue. If we are not notified within 3 days of receiving the item, then it will no longer qualify for a return or replacement. You must include a photo of the damage / defect with your email.
  • We are not responsible for damages to clothing caused by improper care or handling, or incorrect sizing.
  • Exact colors of merchandise may vary due to photography lenses, indoor / outdoor lighting, and computer monitor resolutions. Clothing patterns may also vary. These situations do not qualify as defects and the buyer will pay return shipping if a return to our warehouse is attempted.

 

DEFECTIVE/DAMAGED ITEMS PROCESS

Use your smartphone to take pictures of the defective or damaged area and email the images to [email protected] or text them to (920) 425-7002. Please include the tag in the image showing it is still attached.

Indicate "Defective" or "Damaged" in the subject line.

Include the first and last name on your Alternate Route Outfitters account, or order #, as well as the product code/name of the item.

You will receive a response from our customer service support team within 24-72 hours.

1.2 What is your shipping policy?

SHIPPING

Shipping and order processing will take at minimum 4- 5 business days to be processed and packaged before they are shipped out of our store. Once your order has shipped, it will ship via the shipping method selected and paid for at checkout. You will have the option to choose between the United States Postal Service (USPS), UPS, and FedEx of your courier. 

Alternate Route Outfitters is NOT responsible for:

  • -Delays with UPS, FedEx, and USPS shipping
  • -International Duties or Customs charges
  • -Products that are lost or damaged in the mail. The US Postal Service, FedEx, or UPS will be responsible once we ship the packages.
  • -Products marked delivered by the Post Office. You will need to contact your local Post Office to obtain information regarding your package.

If there is a problem with your tracking number or package delivery, please contact the courier directly prior to contacting us. Please allow 1-4 business days for your tracking information to show. In some rare cases, tracking information may not update, but you will still receive your order. Please contact us after the estimated delivery time has passed.

All our shipments include Tracking with Delivery Confirmation. If your tracking information confirms that the item has been delivered to your order address, but you have not received your order, please contact the carrier directly to investigate this issue. We cannot be held accountable for packages where tracking information states the package has been delivered to your order address.

We are NOT responsible if the package is not delivered in the guaranteed shipping times as it may take 1-2 business days to process the order and we cannot be held liable for UPS, FedEx, or USPS guarantees. If the item is not delivered in time, please contact USPS, UPS, or FedEx. We will NOT refund additional shipping charges if USPS, UPS, or FedEx fails to meet their guaranteed shipping times.

 

WRONG ADDRESS DISCLAIMER:

It is the responsibility of the buyer to make sure that she or he enters the shipping address correctly. We are not responsible if a package is shipped back to us due to an incorrect or undeliverable address. We do our best to speed up processing and shipping times, hence there is a very small time gap to cancel/change your order or to change the address of the order. If you decide to cancel your order or change your shipping address, please call and leave a voicemail or text us at (920) 425-7002 as soon as you place your order. We will do our best to make the change, however we cannot guarantee that we will be able to do so. If our shipping staff contacts you regarding an incorrect address and a reply is not received from the customer within 24 hours, the order will be cancelled and refunded.