Our goal is to ensure you are fully satisfied and confident in the gear and equipment you've purchased. If for any reason you have concerns or questions regarding your merchandise, please do not hesitate to chat with one of our retail associates and we'd be happy to chat with you!
*FREE SHIPPING ON ORDERS OVER $199*: Get free shipping on your order when your cart sub-total hits $199 or more, including skis! Some oversize items, including bikes, will not qualify for free shipping, and will be subject to standard shipping rates as per our discretion.
We can ship to any address within Canada. Provinces, Territories and rural areas are subject to increased shipping rates, and therefore may require additional payment as per our discretion. At this time we do not offer shipping to other countries outside of Canada. Note that there are restrictions on certain products, such as bikes and heavy/oversize items like bike racks, chariots, etc.
When placing an order, our website will provide live shipping rates based on the availability of your items and the shipping options you choose. Periodically, we will offer special promotions such as *Free Shipping, Flat Rate shipping, etc. at our discretion. Shipping promotions are displayed on banners throughout our site and during checkout. See below for a detailed description of shipping methods that may be available to you:
*Free Shipping: We will periodically offer free shipping promotions, based on variables and purchase requirements determined by our team. Some exclusions apply to items that are heavy, oversized and/or bulky, and will be subject to standard live shipping rates or our Heavy/Oversize Flat Rate, as calculated during checkout (See below for more info)
Standard Shipping $19.99 (Flat Rate Shipping): For purchases under $199 we offer a $19.99 Flat Rate for shipping, which may be eligible for a partial refund, should the cost of shipping be less than the preset amount. Our goal is to pass the cost savings to the customer whenever possible, and we'll inform you when we are able to provide a partial refund. Please use standard shipping for full and mid size tailgate pads. Provinces, Territories and Rural areas are subject to increased shipping rates, and therefore may require additional payment as per our discretion.
In-Store Pickup: We have 2 store locations in Southern Alberta, which include our main store in Lethbridge, AB, and our second satellite store in Blairmore, AB. For any items that are in stock, customers have the option to pick-up in either of our store locations free of charge. Typically our staff will pick the items and then provide an update via email or phone call once the order is ready to go.
Oversize Flat Rate: Subject to our discretion, certain oversize products may be made available for shipment (this includes select bikes, bike racks, and other oversized products). Please take note of information displayed on product pages that specify whether an item is eligible for shipment. Our Flat Rate for oversize items is $199.99. For shipment insurance coverage, an additional payment may be required). Maritime Provinces, Territories and Rural areas are subject to increased shipping rates, and therefore may require additional payment as per our discretion. Items such as wakesurf boards and other watersports gear may be eligible for partial shipping refund after rate is quoted.
Items that are considered oversize:
- Wakesurf Boards (May be eligable for partial refund)
- Foil Boards (May be eligable for partial refund)
- Waterskis (May be eligable for partial refund)
- Wakeboards (May be eligible for partial refund)
Oversize, heavy, and exception items: Certain products on our website may not qualify for free shipping, or may only be eligible for in-store pick-up. We will display alerts and text on product pages to inform you prior to making your purchase. We do make exceptions from time to time, so feel free to call us if you have any questions or concerns.
E-Bikes are only available for in-store pickup due to their large size. However, if you are interested in having an e-bike shipped feel free to call us and we can provide you with more information.
We understand that sometimes ordering online can be difficult - we are happy to offer in-store credit or exchange for any items approved for return within 14 days of original purchase. Please contact us for Return Authorization, at which time new unused/unopened items with original packaging can be shipped back/returned as per the provided return instructions. For web purchases, Alpenland does not cover shipping costs for customers to ship items back to us however, we will cover shipping cost to send out the exchange item to the customer (offered for a max of 3 weeks after the returned merchandise has been authorized for return). After inspection of returned items, Alpenland reserves the right to charge a re-stocking fee of up to 15% merchandise value per our discretion if the item is not in the condition as described during the return authorization process, and if the item shows wear or damage.
To return an item, please contact us at firstname.lastname@example.org or via the form link below with your order number and details about the product you would like to return. We will respond as quickly as possible with Return Authorization and instructions. Once the approved item(s) have been shipped to us, you can expect to receive follow-up for your return within 2 - 3 weeks. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), and the time it takes us to process your return once we receive it (3 to 5 business days).
Refunds / Order Cancellations
If an order has been cancelled and/or if a refund has been issued, you can expect to see funds returned to you within 5 - 10 business days. In most cases, funds are returned much quicker. Shipping costs are non-refundable, so please ensure that sizing and fitment has been considered prior to placing an order.
Payment Authorization / Awaiting Payment Status: When new orders are placed, you can expect to see your order status starting in "Awaiting Payment" - this means that you have authorized the payment with your payment method, and we have not yet captured payment. We will only capture payment once the order has been prepared in full for shipment. Should a cancellation be required prior to order processing, we can "Void" the authorization, which returns funds back to your payment method almost immediately (although we generally like to advise that it will take up to 2 business days in case there is a delay with the related financial institution.