Customer Service
CONTACT THE AAI SHOP
Phone: 1-360-671-1570
Email: shop@alpineinstitute.com
Address: 4041 Home Rd Ste A Bellingham, WA 98226
ONLINE ORDERING
The Equipment Shop at American Alpine Institute is dedicated to making your shopping experience as easy and enjoyable as possible. Our online store allows customers to set up accounts to view, track and keep record of current and past purchases. Although setting up an account is highly recommended, it is also possible to check out as a guest.
SPECIAL ORDERS
The Equipment Shop can place special orders with our vendors. Although we cannot promise delivery dates or availability of an item, we are very skilled in obtaining specific items. No discounts will be given on special orders. If stock is confirmed, then all special orders need to be payed in full in advance before we order the item. Please contact us for more information.
INTERNATIONAL ORDERS
Unfortunately, we do not offer shipping to all countries. Currently, international shipping is set up on our site for Canada, The United Kingdom, Australia and New Zealand. If you live outside of these locations you can give us your order by phone (1-360-671-1570) . The shipping cost varies with the destination, weight of the package, and shipping method. All international shipments are made via USPS Priority Mail International. Actual international shipping charges will be billed. The recipient of any international shipment may be responsible for import fees, or customs' duties that are levied by the destination country. The recipient is responsible for paying any such fees that arise. Customs policies vary widely from country to country, so please check with your local customs office for more information.
Canada Border Services Agency - Duties and Taxes Estimator
https://www.cbsa-asfc.gc.ca/travel-voyage/dte-acl/est-cal-eng.html
IN STORE PICK UP
If you live outside of Washington State but would like to pick up your online order in our shop during a visit to our area, please use our store address as the Shipping Address, and we will hold your order until you arrive to pick it up. You must still input your actual billing address associated with your credit card, or the order will be canceled.
Your Name - Hold for pick up
4041 Home Rd Suite A
Bellingham WA 98226
RETURNS & EXCHANGES
Returns Our policy lasts 30 days from the date of purchase. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging and have all manufacturer tags included.
Non-returnable items: Returns will not be accepted for climbing equipment that has been used, or without original tags. Gift certificate sales are always final.
Please contact us prior to returning an item. To complete your return, a receipt or proof of purchase is required. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. Shipping costs are non-refundable.
Late or missing refunds If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us.
Exchanges If you need to exchange for another size / color, contact us to ensure that we have the correct item / size that you would like to exchange for.
All exchanges and returns should be mailed to:
Attn: Returns / Exchanges
4041 Home Rd Ste A
Bellingham, WA 98226.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. Depending on where you live, the time it may take for your exchanged product to reach you may vary. If you are shipping an item over $50, you should consider using a trackable shipping service or purchasing shipping insurance. Please include a copy of the receipt with your return/exchange shipment.
SHIPPING
Free Shipping in US on orders $100 and over.
$10 Flat rate shipping in US for orders $99 and under.
Generally, orders process and ship within 1 business day of being placed. If a tracking number is not provided please contact us with your order id# and we can supply you with one. All shipping charges are non-refundable. If special shipping instructions are needed please select an existing option and add a note to your order and we will contact you to confirm shipping details. Additional shipping charges may be needed in these cases.
OUR SHIPPING DEPARTMENT
When it comes to shipping your packages, we try our best to reuse materials in order to limit our impact. When materials become limited at certain times, this can lead to some creative packages, so if you find yourself getting one of these creations (like the image below), know that it is because of reused materials.
