STORE POLICIES
SHIPPING
Items purchased online typically ship from the farm within 1 to 3 days.
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Our orders are shipped via Canada Post Expedited Parcel Services. Once your order has been shipped, you will receive a tracking number by email allowing you to follow your package until it arrives at your destination.
Orders shipped within Canada
Flat rate shipping and handling fee applied at checkout.
Free shipping on order of $150 or more before taxes.
You should expect your order to arrive between 2 to 5 business days after receiving the tracking number by email.
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Orders shipped to the United States
Flat rate shipping and handling fee applied at checkout.
Free shipping on order of $250 or more before taxes.
You should expect your order to arrive within 7 to 10 business days via USPS after receiving the *tracking number by email.
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* Taxes will apply to products and shipping & handling fees depending on the final destination of order (based on taxes in effect at the specified shipping address).
RETURNS
Return of merchandise must be made within 30 days of the date of purchase. No refunds / Exchange only. Items can be returned in person* or by mail**.
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Conditions
In order to make an exchange, you will need your purchase receipt and make sure that all labels or original packaging remain on the items. The items must therefore not have been altered, worn or washed.
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* Items returned in person must be accompanied by the original receipt. In store credit for value of the exchange must be used immediately and entirely upon return of item.
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** Items returned by mail must be received at the farm before we emit a credit applicable online. You must include a copy of your online purchase receipt in your return shipment. Shipping fees to return an item for exchange are not included and is at the client's own expense. We recommend purchasing a shipping service that includes a tracking number when returning merchandise for exchange. An additional flat rate shipping fee will also apply and be invoiced before we ship the newly exchanged item to your shipping address. We highly recommend returning items for exchange in person when possible to avoid all the additional shipping charges.
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Restrictions
Clearance or discounted items are “Final Sale” and cannot be exchanged.
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For hygienic reasons, no exchanges will be allowed for the following items:
- Socks for men, women and children
- Tights for women
- Fur Slippers
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For any additional questions, you can contact us at info@alpagassutton.com.
OTHER POLICIES
Custom handmade orders can be made. We will work with you to adjust most of our knitting patterns to suit your needs. Please allow 7 to 21 days production for all customized handmade orders, depending on the model and the time of the year. We will keep you updated during the production process.
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Conditions
Full payment of customized order including taxes and shipping fees (if applicable) must be made prior to the start of the handmade production. Full payment can be made in store or an invoice can be sent by email prior to the start of the production.
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Restrictions
All customized handmade orders are a "final sale". Returns and exchanges are not accepted.
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PAYMENT and security
For security reasons, no confidential or sensitive data is kept on our servers.
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Your payment information is securely handled by Square, the payment processing platform we use for online and onsite transactions.