Return Policy & Procedure
We want you to be happy customers, so we stand behind our products and recognize that sometimes you don't receive what you expect. If you would like to return or exchange something, please follow the simple steps outlined below.
You may return a product for refund, store credit, or exchange (if due to Alpha One Niner error) within 30 days of the order shipment date. (The order shipment date and order notification are provided to you by email). All returns must be accompanied with a Return Merchandise Authorization number (RMA number).
Please insure the following:
1. All tags are still attached and products are shipped back in original packaging.
2. All items are in BRAND NEW, unused condition. Kindly remove all dust, pet hair etc prior to shipping the item(s) back to us.
3. All straps, buckles, cords etc are as you received it. If you removed any items (ie: straps) please reattach and do not just put them in a pocket.
4. Make sure you have double checked that you have removed all your personal items.
5. Do NOT ship in packaging (boxes) where you need to bend items that would damaged/alter the shape/frame (ie: bending a backpack in half to fit in a box.)
6. You are responsible for all shipping charges.
7. If there are signs of wear, we will reject the return.
8. If points #1, #3 and #4 (above) are not adhered to we will subject the return to a 10% restocking fee.
If you have used the item #2 the return will be rejected.
If you ship the item back in a manner that damages the item (#5), the return will be rejected.
9. In certain cases we will be willing to accept a return after 30 days but we will charge you a 10% restocking fee. We will not accept any of these returns past 45 days.
10. We need to receive your return within 30 days of your receiving the RMA number, otherwise the RMA and return is no longer valid.
IF we shipped you the wrong product, or it arrived defective or damaged
.....we are sorry! We will send a replacement or refund you for your purchase, provided the returned item(s) are received back in their original packaging, along with anything else included, etc., where applicable. We will provide you with a return label.
If you ordered the wrong item, wrong size, or simply changed your mind
We will refund you for your purchase (minus the shipping cost), provided the returned item(s) meet all the points above and the purchased product was not noted as a clearance, close-out or non-returnable item.
When your return is received, you will be issued a refund to your original payment form or an email gift certificate (store credit) for the merchandise only. Unfortunately we cannot accept returns on clearance, close-out or non-returnable items.
How long do returns take to process?
Return processing time depends on where the package being sent from, but a general rule of thumb is:
- packages sent via FedEx or UPS take 7-10 business days
- packages sent via USPS take 10-13 business days
- returns sent back without setting up an RMA prior to sending the package back may take longer than the times stated above.
Can I just exchange my items for new ones?
At this time, we do not process even exchanges. If you need a different size or color of an item you ordered, when your return is received, you will be issued a gift certificate (store credit) for the amount of the item.
All sales of products under our "Specials" category are FINAL sales and returns are not accepted.
While all our clients and their orders are very important to us, we reserve the right to cancel any order (and refund the full cost) at our discretion.