Customer Service


Below is a list of our most frequently asked questions. Click on a question to view our response. If you do not find what you are looking for, please contact our customer service department by clicking on the 'About Us' link at the bottom of this page.


arrow Can I place my order over the phone?
arrow What forms of payment do you accept?
arrow Is it safe to use my credit card over the internet?
arrow What should I list as my billing address on my order?
arrow Do you have a particular item in stock?
arrow Do you have more items available than are showing on the website?
arrow What will the shipping charges be on my purchase?
arrow When will my order ship?
arrow Do you ship to PO Boxes?
arrow Will my order be charged with sales tax?
arrow What is your return/exchange policy?
arrow May I add/subtract or cancel my order?
arrow Will I get a Tracking Number when the order is sent?
arrow How do I create an AltitudeAuthentics.com account?
arrow How can I edit my account information?
arrow How can I retrieve my lost password?
arrow How do I know what size of an item to order?
arrow Terms and Conditions
arrow Privacy Policy


Can I place my order over the phone?


You may put in a phone order by calling toll free, (866) 443-4321 during our normal business hours which are Monday through Friday, 9am to 5 pm (Mountain Standard Time). If an associate is not available to take your call, please leave a message and we will do our best to return your call promptly. When placing an order over the phone, please have all available product information as well as your name, address, phone number, email address, credit card number and expiration date, and we will be happy to assist you.

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What forms of payment do you accept?


AltitudeAuthentics.com will accept Visa, MasterCard, Discover, and American Express.


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Is it safe to use my credit card over the internet?


Yes, shopping at AltitudeAuthentics.com is safe and easy. The security of your credit card and personal information is our top priority. Our site is equipped with secure online ordering capability. Our secure server software (SSL) is the industry standard and among the best software for secure e-commerce transactions. This technology encrypts all of your information, including credit card number, so that it can’t be read as the information travels over the internet.


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What should I list as my billing address on my order?

 

If you are ordering with a credit card, the billing address on your order must match the billing address on your credit card statement. If it does not, your order will decline at the point of fulfillment.


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Do you have a particular item in stock?


We make our best effort to ensure all the products on AltitudeAuthentics.com are in stock and ready to be shipped. There may be a time when an item that is purchased may be out of stock. In this case, we will contact the customer by phone or email and explain the situation and the possible resolutions.


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Do you have more items available than are showing on the website?


If you are interested in a particular item but do not see it for sale, please call us at (866) 443-4321 or email us at productinfo@altitudeauthentics.com and we will do our best to locate it for you. Also, please let us know if you’d like to see something on our website that is not listed for sale.


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What will the shipping charges be on my purchase?


Shipping Rates

Shipping, Handling, Insurance FedEx Ground FedEx 2-Day FedEx Overnight
$5.99 $10.99 $15.99

  • All orders being shipped to Hawaii and Alaska addresses must be shipped FedEx 2-Day and the customer will be charged accordingly.
  • Shipping rates are subject to change without notice.


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When will my order ship?

Most orders begin the fulfillment process as soon as your order has been submitted. Your order will be shipped once the items are located in stock and have been properly packaged for shipment. In stock items are typically fulfilled within 48 hours. After your order leaves our warehouse, delivery times may vary according to the shipping method you selected during checkout and the location of your shipping address. Please note that all shipping times are based on business days. No shipping occurs on Saturday, Sunday or nationally recognized holidays.

Overnight and 2nd day delivery orders will not necessarily ship out the day an order is placed due to time needed to process orders. Most overnight orders will ship within 24 hours of placing the order.


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Do you ship to PO Boxes?


AltitudeAuthentics.com does not ship to PO Boxes. You must list a street address for shipping. All orders with PO Box destinations will be cancelled.


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Will my order be charged with sales tax?


In accordance with prevailing state laws, Sales Tax is automatically added at the time of checkout for those person placing orders within the state of Colorado (4.1%). Those people residing outside the state of Colorado are not charged. An additional local sales tax will be added orders of those people placing and receiving orders in the city and county of Denver, CO (7.6%).

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What is your return/exchange policy?


In order to assure that you are satisfied with your order, AltitudeAuthentics.com offers a 30 day money back guarantee. This guarantee is for the purchase price of the item(s) only and does not include any shipping or handling fees which accompany the order. Products must be returned in new, unworn condition, with all original product tags intact. Upon receipt of the returned merchandise (and appropriate tags, receipts), we will credit the account originally charged within 10 business days from receipt of the return. Returns or Exchanges cannot be granted on any special order products, customized products, or products that have been used, worn, or laundered.

If for any reason you are not satisfied with a purchase, or would like to make an exchange for a different item or size, please download the form below and include it with your return. Returns should be shipped to the following address:


AltitudeAuthentics.com
Returns
1520 W 13th Ave.
Denver, CO 80204


Returns should be shipped via FedEx, UPS, or insured mail and must be prepaid by the customer. You will be refunded ground shipping costs if the return is a result of a manufacturer error or a shipping error on our part.

Return form: PDF Format / Word Version


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May I add/subtract or cancel my order?


If after placing an order, you wish to add or subtract an item or cancel your order, contact us immediately by calling us at (866) 443-4321 or by email at orders@altitudeauthentics.com . Because we make an effort to ship things out as promptly as possible, we cannot guarantee the change can be made to the order, however we will do our best to facilitate the customer.


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Will I get a Tracking Number when the order is sent?


FedEx Tracking Numbers are normally emailed when the order is fully processed and marked as completed. The Tracking Number for the order will also be available on the site under Order History in your account options. Please note that these Tracking Numbers are not always active on the FedEx site for 12-24 hours after we make them available.


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How do I create an AltitudeAuthentics.com account?


You can create an account at any time by selecting the ‘Register’ button at the top of the screen, or you can conveniently set up an account at checkout.

You will be required to provide your name and email address to open an account. We will not sell, rent or disclose your personal account information to anyone unless required to do so by law.

Opening an account with AltitudeAuthentics.com will allow you to check the status of your order, save your billing information for future purchases, and receive future sales and promotional offers.



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How can I edit my account information?


Your account information can be updated at any time by logging into ‘My Account’ and clicking the edit link beside the information you wish to change.


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How can I retrieve my lost password?


When you open a user account you are able to create a unique password. If you forget your password, please go to My Account and enter your email address. Your password will be mailed to the email address you provided.


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How do I know what size of an item to order?


Please see our sizing chart for more information.


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