Refund & Returns Policy
At AltraShoes.us, customer satisfaction is our highest priority. If you are not completely satisfied with your purchase, we’re here to help. Please read our Refund & Returns Policy carefully before requesting a return.
30-Day Return Policy
We accept returns within 30 days of the date your order is delivered. To qualify for a return, items must meet the eligibility requirements outlined below. This aligns with common footwear e-commerce practices and Altra’s own return window for eligible purchases.
Return Eligibility
To be eligible for a return, your item must:
- Be returned within 30 days of delivery.
- Be unused or only tried on indoors.
- Be in its original condition.
- Include the original shoe box, packaging, and accessories.
- Include proof of purchase or your order confirmation.
We reserve the right to refuse returns that do not meet these requirements.
Non-Returnable Items
The following items are not eligible for return:
- Products showing signs of outdoor wear or damage.
- Items returned without original packaging.
- Gift cards.
- Clearance or Final Sale items (where applicable).
- Products damaged through misuse or improper care.
How to Request a Return
To start a return, please email our customer support team with:
- Your full name
- Order number
- Email used to place the order
- Reason for the return
Email: info@altrashoes.us
Our team will provide instructions for completing your return.
Refund Process
Once your returned item has been received and inspected, we will notify you regarding the status of your refund.
If approved:
- Your refund will be issued to your original payment method.
- Processing times may vary depending on your bank or payment provider.
- Original shipping charges are generally non-refundable unless the return is due to our error.
Exchanges
If you need a different size or received an incorrect or defective item, please contact us as soon as possible.
Email: info@altrashoes.us
We will work with you to provide the most appropriate solution based on product availability.
Damaged or Incorrect Items
If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery.
Please include:
- Your order number
- Photos of the product
- Photos of the packaging
- A brief description of the issue
Our support team will review your request and resolve the issue promptly.
Order Cancellations
Orders may be cancelled only before they have been processed or shipped.
If you need to cancel an order, contact us immediately at:
Email: info@altrashoes.us
Once an order has been shipped, it can no longer be cancelled and must follow the standard return process.
Late or Missing Refunds
If you haven’t received your refund:
- Check your bank account.
- Contact your credit card provider.
- Contact your bank, as processing times may vary.
If you still have not received your refund after completing these steps, please contact us at:
Email: info@altrashoes.us
Need Assistance?
Our customer support team is always ready to help with any questions regarding returns, refunds, or exchanges.
Email: info@altrashoes.us
Thank you for shopping with AltraShoes.us. We appreciate your trust and are committed to providing a smooth and reliable shopping experience.