Shipping Policies

Due to manufacturer restrictions and international/domestic regulations, we are not able to ship to all addresses and locations. Below are some general guidelines.

  • Alpaca Direct does currently ship to military APO/FPO addresses via USPS Priority Mail only. Free shipping offer applies so send socks and gifts to those service people abroad!
  • Alpaca Direct reserves to right to ship via Fedex, UPS ground or USPS First Class Mail for free shipping qualified orders.
  • Alpaca Direct may switch Fedex orders to USPS Priority Mail for orders to Hawaii, Alaska and/or PO boxes
  • Alpaca Direct may require signature on any orders being shipped
  • Alpaca Direct reserves the right to cancel an order at it's discretion

EXPEDITED SHIPPING POLICY

Over Night Delivery and Two-Day Delivery items will be shipped by the requested method of delivery after your order has been processed. In stock items should ship within one business day of order placement. Out of stock items should ship by the requested method within one business day of being received by the warehouse.

 

GENERAL DELIVERY POLICY

By use of this site, customers authorize the carrier to leave a package at the destination delivery address without obtaining a signature if the carrier driver deems the location to be safe. Customers who are not able to locate the package that is claimed as delivered must follow the instructions for filing a claim listed below under the heading "Claims Policy."

 

CANCELLATION POLICY

Alpaca Direct fills most orders within one business day of order placement. Once an order is accepted, there is no guarantee an order may be cancelled. Any order that is not able to be cancelled must be accepted upon delivery and authorized for return following the policy listed below. Please also refer to sections titled "REFUSED SHIPMENT POLICY" and "Unauthorized Returns."

Note: Alpaca Direct, at its sole discretion, may choose to provide a pre-paid return airbill for use in shipping the return product back. Most return airbills are delivered to the customer via E-Mail. It is the customer's responsibility to notify Alpaca Direct if the airbill is not received within 48 hours from return authorization. Alpaca Direct is not responsible for delay or failure of airbill delivery due to spam blockers, virus scanners, or junk mail filters.

 

UNAUTHORIZED RETURNS

An unauthorized return is defined as any package returned to Alpaca Direct without the proper return authorization code on the outide of the package. Unauthorized returns may include any package refused by the customer during a delivery attempt. Unauthorized returns received by Alpaca Direct may be refused at the warehouse and returned to the sender. In this case, the customer may be held responsible for the cost of shipping the package back to the sender. This cost will be passed along to the customer either in the form of a deduction from the total credit due to the customer or a charge to the credit card if refund has already been issued. Any credits issued may be delayed.

 

REFUSED SHIPMENTS

A refused shipment occurs when the customer refuses to accept the package during a delivery attempt. Customers who refuse delivery in place of contacting Alpaca Direct to obtain proper return instructions may be assessed a fee to cover return shipping and labor charges. This cost will be passed along to the customer in the form of a deduction from the total credit due to the customer. In addition, refused shipments may be considered an unauthorized return and subject to the policies thereof.

 

REFUND PAYMENTS

Credit will appear on the customer's statement within one to two billing cycles. Credit will be issued for item cost, tax, and shipping less any free shipping or other discounts. Shipping may not be refunded in all cases.

 

RETURN SHIPPING CHARGES

Alpaca Direct may provide a pre-paid return label depending on the reason a return is requested. The customer is held responsible for all shipping fees where a pre-paid label is not provided.

 

CLAIMS POLICY

Visible Damage, Concealed Damage, and Missing Content Claims. Visible Damage is defined as any damage to the packaging that is identifiable without opening the package at the time of delivery. Concealed Damage is defined as any damage that is not immediately noticeable at the time the package is opened or when the product is first used. Missing Content is defined as any package that is missing product that the packing slip states is included. These types of claims must be made directly to Alpaca Direct within five business days of delivery. Any claims made after that time can not be honored. Please contact Alpaca Direct at 1-888-306-0111 to make such a claim.

Incorrect Delivery and Lost Package Claims. Incorrect Delivery is defined as any incident where the driver delivers the package to the wrong address or individual. Lost Packages may occur in two ways. First, lost packages may occur when packages are not able to be located within the carrier's network. Second, a package may be considered lost when the carrier claims delivery was completed by leaving the package on the doorstep, but the customer can not locate the package. Both incorrect delivery and lost package incidents are usually discovered through standard tracking of the package.

Claims for either of these problems must be made directly to Alpaca Direct upon discovery. No claims will be honored after forty days from shipment date. Please contact Alpaca Direct at 1-888-306-0111 to make such a claim.

Incorrect Product Claims. Alpaca Direct must be notified directly within 30 days of shipment of any package received where contents incorrect. Please contact Alpaca Direct at 1-888-306-0111 to make such a claim.

Alpaca Direct may choose to add to, subtract from, or otherwise alter these shipping policies at any time. Shipping may be available for a wider range of countries in the future as well. Check back for any policy changes.

 

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