Shipping & Returns

Alpenglow Customer Service
Alpenglow takes a lot of time and consideration in the products that we carry and recommend.  Because of that care, Alpenglow tries to offer a 100% satisfaction guarantee.   Occasionally, mistakes happen, but we will always make it right.  Below you'll find our shipping information and return policies.
 
Shipping Information
Alpenglow Mountainsport  ships most accessory items out of our inventory in Boise, Idaho based on a tiered shipping scale.  Fed-Ex is our primary shipping method although we will occasionally use USP, DHL, USPS, kayak, raft or buggy to get you the product  on shipments to the lower 48 United States and Canada.  Questions?  Call or email us at (208)331-BOAT(2628) or sales@alpenglowidaho.com.  
  • Boats (except new whitewater kayaks) incur a $50.00 packaging charge so that you can be confident that it will arrive in one piece in addition to freight prices. We only ship boats to the lower 48 United States to a business address. We ship most Newwhitewater kayaks using Fed-ex ground Service. In some cases an oversize packaging/shipping charge is assessed. The appropriate packaging/shipping charge will be clearly displayed before you complete your transaction.  Larger boats will typically have to be quoted as they cannot be shipped via Fed-ex, but must go motor freight.  We will need to know the city where the closest terminal is located for you to pick up your boat there.
  • Canada - We use Fed-ex Ground - There will likely be duty and brokerage fees. 
  • International (except Canada) shipping may incur duty, brokerage and other fees. We will contact you with shipping options and costs. We are not responsible for duty or brokerage fees.
  • Alaska and Hawaii - We will contact you with shipping options and costs. 
  • Expedited shipping - We can and will ship next day or 2 day for accessories. Call for a quote.
 
Transit Times
We ship from Boise, Idaho. Our goal is same business day shipping on orders placed by 12 noon Mountain time.

Accessories and Apparel: We ship Fed-ex ground. Transit times for accessories are supplied by Fed-ex and range from 1-2 days for Inter-mountain shipments, 2 - 3 business days West Coast and Heartland,  and 5 - 6 business days East Coast.

Boats: We use a variety of methods for boats. Pick up from our dock is generally within 2 business days and delivery is 2 - 3 business days Inter-Mountain,  3 - 4 business days West Coast and Heartland, and 6 - 7 business days east coast. Actual transit times may vary.

"Ugly" Boxes
In an effort to reduce our impact on the environment, we re-use boxes. Your package may not look great on the outside but it will be filled with your order in-tact and ready to use.  The product we sell online and through mail order comes from our retail store.
Street Address
Fed Ex requires a physical address. We cannot ship to PO, APO or FPO addresses. If we did ship to a PO Box we could not track the shipment, or find it when it goes missing. USPS to Canada is
 
Returns, Exchanges & Warranties
Returns
Alpenglow Mountainsport is happy to return your new unused item. Please call (208) 331-2628  or email info@alpenglowidaho.com for a return authorization #. Customers are responsible for shipping costs of the return.

Alpenglow Mountainsport
2314 Bogus Basin Rd. 
Boise, ID. 83702

Returns:
Alpenglow gladly accepts new product returns including boats, clothing, and accessories within 30 days of the date of purchase.  Please call to obtain a Return Authorization Number (RA#). Return shipping costs are the responsibility of the customer. Returned or exchanged items must be in new, resalable condition with all packaging and tags intact to receive full credit. Customers may be assessed restocking fees, and/or cleaning fees based on the condition of the product. Your original form of payment will be credited for the appropriate amount, less return freight (if applicable) following a satisfactory inspection. For items returned after 30 days, an Alpenglow store credit may be issued for the purchase price at our discretion. *Alpenglow will refund postage due to shipping errors and/or defective products.
Alpenglow does not accept returns on used gear, used kayaks, or closeout items.
 
For your protection, we recommend you insure your return/exchange package when you send it to Alpenglow.  Write the Alpenglow supplied Return Authorization number (RA#) on the packaging so it is easily identifiable. Using USPS, UPS, FedEx, or DHL ship your return package to:

Alpenglow Mountainsport
2314 Bogus Basin Rd.
Boise, Idaho 83702
 
Alpenglow Price Adjustment Policy:
Paddlesports is typically a seasonal sport.  Inevitably, pricing on most goods will fluctuate based on demand, availability, current inventory levels, and time of year.  If an item is further reduced in price within 5 days of the purchase date, customers may contact Alpenglow to request an in-store credit for the difference in price paid versus the new advertised price.  This request will be honored with the confirmation of your original receipt. The Alpenglow in-store credit will never expire and can be used towards your next purchase.

Price Adjustment Exclusion‘s:
Clearance or permanently marked down merchandise, promotional items and club discounts are excluded from our price adjustment policy. We will not make price adjustments on online purchases for items featured in clearance or package pricing for events such as newsletters or in store events.

Merchandise prices and specifications are subject to change without notice.

 
EXCHANGES:
Alpenglow will gladly accept exchanges on products within 30 days of the date of purchase. Please call to obtain a Return Authorization Number (RA#). You are responsible for shipping charges back to Alpenglow.  However, we will cover the shipping cost for the replacement item. (Limited to 1 exchange). Kayaks and paddles are oversized packages and may accrue additional re-shipping charges. *Orders from Alaska, Hawaii, and all international orders, are subject to shipping charges on returns and exchanges.
Shipping Damage: If you receive merchandise that is damaged during shipping, refuse the shipment upon delivery (if possible) and contact us immediately. If you are unable to refuse shipment, please hold on to the original packaging for claims evidence. Used items and “special orders” are not eligible for refunds and exchanges.

Warranties
Alpenglow Understands that things break periodically.  Is it a warranty?  Ask yourself this question:  Was something done during the manufacturing process that deemed the product defective?  If the answer is yes, then the manufacturer will likely repair/replace the item assuming it’s within the warranty period.  Manufacturers aren’t capable of calling something a warranty sight-unseen. Most manufacturers will require the product back to assess the problem.  Alpenglow will work with you and the manufacturer to create a successful resolution to the warranty issue.
If the item broke from use, abuse, neglect, or stupidity, it will not be warranted.  In any event, call or email us to start the process.

Shipping damage
Inspect your boat before signing. Once you have signed for a boat you assume responsibility for the condition of the boat and the shipper will not honor a claim. Contact us immediately, do not sign for boats that are damaged!!!Please call (208)331-BOAT(2628) or email us at sales@alpenglowidaho.com.
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