Account FAQ

Do I have an account?

If you have already placed an order, all you need to do is activate your account.
​​​​​​​You don't have to make a purchase to create an account. 

How to activate my account? 

 Check out the Sign-in section, then choose "Don't have an account? Create one here".
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Enter the email address you used when you made your purchase and a password. Then click on "Create an account".
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You will then receive an email to confirm the activation. You will then be able to access your order history, your expirable credit balances, and AltiDollars, and you will be able to authorize your return requests.
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Delivery FAQ

Delivery Fees

 For Canadian Orders, standard delivery is free for all orders above $74+taxes. 

We also offer Same-day and Next-day delivery that comes with a fee depending on your location. 

Shipping to the US is free for any order above $200 + taxes.

International shipping costs will be calculated at the checkout. Please note that additional taxes and duties can be charged by the shipping company. Unfortunately, we are not aware of those fees in advance nor are responsible for them. 

Order Status 

Once your order is placed, it's sent to the warehouse to be prepared and shipped as soon as possible. When the order is ready to ship, you will receive an email with your carrier and your tracking number. Please allow up to 24 hours for the tracking number to be activated. 

Order not received

At each step of your order with your carrier, there is a scan that lets you follow your package. It is possible that there is a little delay sometimes. 

Please allow 24 hours before contacting us for a missing package. 

Missing item 

If an item is missing from your order, please verify your emails and spam folder. You might have received a second email about your order being sent in two packages or there is a back order. If you do not have any messages, continue to fill out the form and one of our agents will help you. 

Damaged item 

 If you received a damaged item, please fill out the warranty form, don't forget the pictures to help our Warranty team understand the issue and allow the return of the item. 

Membership FAQ

Where can I see if I'm a Lifetime Member? 

 Your membership discount is automatically applied to valid items in your cart when you are signed in to your account.

What are the benefits of being a Lifetime Member? 

With the Lifetime Membership you get:
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• 5% discount on almost everything*, including sale items;
• Free returns on all orders shipped within Canada;
• Reduced shipping fees on Same-Day and Next-Day Delivery;
• Exclusive limited-time discounts & offers.
• The membership discount can be applied with a discount code.

How to become a member?
You can purchase your Lifetime Membership on our website here: https://www.altitude-sports.com/products/membership

Marketplace FAQ

What is the Marketplace? 

Altitude Sports Marketplace offers customers our familiar shopping experience but with an even more extensive selection of products from curated top-sellers.

Marketplace discounts
Altitude Sports discount codes & gift cards are not applicable to Marketplace Sellers' products. Altitude-Sports 15-day price matching policy doesn’t apply to products sold by Marketplace sellers.

Marketplace Delivery? 

Altitude Sports does not handle the fulfillment and delivery of products purchased via the Marketplace, but please contact us if you have problems related to shipping, delivery, or order fulfillment.

See our seller pages for more details.

How to return a Marketplace product?

If your product was sold & shipped by Altitude Sports, send it back to Altitude Sports.

If your product was sold and shipped by a Marketplace seller, send it back to that seller.

If you are a member, the return will be free, if not, a fee of 11.99+tx will be deducted from the refund.

Product Information FAQ

How to find my size? 

Most of our products have a sizing chart on their page. On the sizing chart, you will find the measurement to find the perfect fit! 

Please note that the measurements are for the product and not the person. 

I would like some recommendation
​​​​​​We've just launched a new service.

This service is designed to take your online shopping experience to the next level. An agent will present you with a customized collection of products selected for your needs, and help you make an informed decision.

This service is offered free of charge to Altitude Sports Members.
For a limited time, this service is offered free of charge to all our customers.

Return FAQ

Return Fees

Returns are free for Canadian Lifetime Members only. 

For Canadian non-members, $11.99 + taxes will be deducted for your refund. 

If you are outside of Canada, you will be responsible for all return postage, customs, taxes, and other charges associated with the return. We strongly suggest contacting the chosen carrier to minimize these charges.

Return Policy

All products returned to Altitude Sports must be in perfect condition. The product will:

• Have all of the original labels and tags
• Be in original packaging (with the original hanger if applicable)
• Be as clean as when initially shipped
• Have no unusual odors or fur/hair
• Be tried on over underwear for hygienic reasons (swimsuits)
• Not have had bindings installed (skis and snowboards)

You have 30 days after receiving the order to return products. 

How to make a Return

1. Fill out the form
Log in to your account or click on this link to return as a guest. You will then receive a packing slip and/or a QR code by email.
Print the slip or present the QR code directly at the post office.

2. Return the items in their original packaging.
Shoe boxes must be intact, you will need to wrap them and tape the return label to the package, do not tape the return label on the shoe box.

3. Drop the package off at the post office.
Your refund will be processed within 3 to 5 business days of receiving your return at our warehouse. Please note that the amount may take up to 7 business days to appear on your bank statement depending on your bank institution.

Exchange policy 

We do not offer exchanges. If you want a different size or color, you will need to return the item and place a new order. If you received a discount on your purchase, please contact us and we will be happy to adjust your order!

Non-refundable items

Underwear, health face masks
Climbing hardware: carabiners, pulleys, lanyards, quickdraws, belay devices,harnesses, slings, crash pads, ascenders, dogbones, maillons, ropes
Child strollers, child trailers and child carriers
Avalanche airbags, skis and snowboards that have had bindings installed
Consumable foods

Warranty FAQ

Altitude Sports Warranty

Altitude Sports guarantees your purchase for any manufacturing defects for the first year.
If a product purchased is found to be defective within this period, we will offer a repair, replacement, or AltiDollars, depending on the condition of the defective product and its availability on our site.

This warranty does not cover excessive use, accidental damage, or normal wear and tear.
 
It is very important that the returned product is perfectly clean. Altitude Sports reserves the right to return a product at the customer's expense if this condition is not met.
If your warranty claim is accepted, you will receive a refund in AltiDollars of the value of your item.

Manufacturer Warranty

Certains produits sont couverts par des garanties manufacturières prolongées. Celles-ci couvrent les défauts de fabrication, mais pas les abus ni l'usure normale.

Les frais de retour pour un produit sous garantie peuvent varier. Contactez le service à la clientèle pour plus d’informations.

To start your warranty process, please fill out this form.

Thank you for reaching out! 

Don't hesitate to contact us if you have any other questions or concerns

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