OVERVIEW

Our dedication to our customers remains unwavering, with your satisfaction being of utmost importance to us. We are committed to ensuring your satisfaction with our merchandise, the following policy outlines an overview of our procedures for orders, shipping and returns.

SHIPPING POLICY

All of our wholesalers are located within the United States. In-stock merchandise typically ships within 3 to 5 business days. It is imperative that all customers provide accurate shipping information during checkout. We cannot assume responsibility for packages that are lost due to incorrect addresses. Any return shipping fees resulting from an inaccurate address will not be reimbursed, and any additional shipping costs due to address errors will be the responsibility of the customer. Once an order has been shipped, responsibility for delivery lies with the carrier. However, if you experience issues with delivery, please contact us. Please be aware that actual delivery times are subject to the courier service and prevailing weather conditions.

Missing or Delayed Packages

If your tracking information shows that your package has been delivered but you have not received it, please take the following steps:

Check around your delivery location carefully. Carriers may leave packages with neighbors, building managers, or in secure or hidden areas such as a porch, garage, or behind objects.

Contact your local carrier, such as USPS or UPS, using your tracking number. They may be able to provide additional details about the delivery location.

If you are still unable to locate your package, please contact us at support@alterraretail.com. We will work with the carrier to investigate the issue and assist in finding a resolution.

If a package is returned to us due to an incorrect address or delivery issue, we will contact you to arrange reshipment. Additional shipping charges may apply.

RETURN POLICY

Alterra Retail, LLC (“AlTerra”) has high expectations of its suppliers and the quality of products they offer. Even despite the high expectations and standards placed upon suppliers, there are occasions where returns are sought by customers. The following Return Policy (“Return Policy”) is to address various return classifications and establish a policy for customers to expect as it relates to returns on their items purchased at AlTerra .

Return Procedure

To initiate a return, Log in to your account on our website and locate your order. Follow the 'Request return' button for the relevant products. Complete the form with reason/s, and optional notes and make the return request.  We will promptly respond by email, notifying you of any other information required to process your return.

All return requests must be done by following the Returns directions on our website. Alterra Retail has the right to decline return requests that are not reported following the steps detailed below. 

The customer must and provide a detailed description of the issue with the purchased items using the provided form. Returned items must be unworn, unaltered, and in its original packaging with tags still attached. All non-defective items: Returns must be postmarked within thirty (30) days of the date your order was delivered. All Sale items are not eligible for exchange or return. If your return is postmarked after our 30 day return period, the package will be mailed back to you. You will be responsible for paying for your own shipping costs for returning your item. Any original shipping costs are non-refundable.
 
All defective items: Returns must be delivered to us within thirty (30) days of the date your order was delivered. Returned items must be sent to an address provided by us; any other methods of return will NOT be accepted.

If an item is defective, we will cover return shipping costs and provide a replacement or refund.

If approved, you will be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Damages and Issues

Please carefully examine your order upon receipt, and if you find any defects, damage, or if you have received an incorrect item, please reach out to us promptly. This will allow us to assess the issue and take the necessary steps to rectify it. You can contact our customer service team at support@alterraretail.com for assistance.

NON-RETURNABLE ITEMS

Please note that specific item categories are non-returnable, including blankets, towels, swimwear, loungewear, and gift cards. Should you have inquiries or concerns regarding a particular item, please reach out to us for assistance. Please be aware that all Items marked as ‘Final Sale,’ including sale items merchandise, are not eligible for return or exchange. You can contact our customer service team at support@alterraretail.com for further assistance.

AVENLUR KIDS ACTIVITY GYMS

The following additional terms apply to Avenlur Kids Activity Gym products.

If you receive a defective product and prefer not to receive replacement parts, you may request a Return Merchandise Authorization (RMA). Upon approval, we will provide a prepaid return shipping label.

For non defective returns, including buyer’s remorse or ordering errors, an RMA is required. Customers are responsible for return shipping costs, and a 20 percent restocking fee will be deducted from the refund. Products must be returned unused, in original packaging, and in resalable condition.

LATE OR MISSING REFUNDS

Upon receipt and inspection of your return, an email notification will be sent to inform you of its arrival. Additionally, you will receive notification regarding the approval or denial of your refund request. If your request is approved, the refund will be processed and automatically credited to your original payment method within 10 business days of approval.

GIFTS

If the item(s) were received as a gift, you have the option to receive store credit or have a refund issued to the gift giver, who will be informed of the return.

PROMO CODES

Please be aware that our promotions cannot be combined; only one promotion can be used at a time. These promotions cannot be applied retroactively to past orders. You can usually find coupon codes and details of ongoing promotional sales on our homepage.

REFUSED DELIVERY

Refusing a delivery may result in additional fees, including return shipping costs and applicable restocking fees. To prevent incurring these extra charges, we advise reaching out to us before refusing a delivery. You can contact our customer service team at support@alterraretail.com.