Orders and returns
Returns and exchanges
If your are not satisfied with the product you ordered, it is possible to return it by filling out the online return form to get a return autorisation number (#RA).
We expedite orders Monday to Friday using Canada Post. Orders placed before 3pm will be shipped the same day. This option is offered for free by Alternative113.com to all orders over $50 and more before taxes, and this anywhere in Canada.
For our client's protection, all orders need a signature on delivery. If you are not home to accept the parcel, a card will be left by Canada Post and your parcel will be available for pick up at the post office mentioned on the card. All non-claimed orders will be charged a 30% Re-Stocking Fee. Alternative113 might charge extra shipping fees if the shipping address is considered a remote area.
Surfs and SUPs
Because Surfs and SUPs are oversized products, orders containing these products cannot be shipped for free. If you purchase a Surf or a SUP online, Alternative113 will send you a real-time quote for your shipping fees and they will be yours to pay. Note that you can still purchase the product online and pick it up instore in Rimouski!
Preparation time may take a day or two, but most of our orders are transferred to our shipping department the very same day. Expedition time is the approximate time between when the package leaves the shipping department and the time it arrives at its destination. To get an approximate time of delivery, consult the table.
Delivery is estimated from the moment the item leaves our shipping department, delays can vary depending on your location and weather. Orders are usually shipped via Canada Post.
Tracking your Order
Once your order is shipped out, you will receive a confirmation email that will contain your tracking number from Canada Post to follow your order's journey.
Clients from the province of Quebec are allowed to select the option «In-Stock Pick-up» during the checkout process. The order will then be ready within one business days to be picked-up at our 113 St-Germain Est store, in Rimouski.
Why is there a delay? When this option is chosen, our Alternative113 team collects all the products from your order and proceed to do some verifications with the credit card's issuing bank. This last step is to protect our customers from possible frauds.
When can I pick-up my order? You'll know your order is ready for pick-up when you get an email with the following title: «The status of your order has been changed to Available for Pick-up». Please bring a copy of the invoice and the credit card used to make the purchase.
If you'ld like someone else to pick-up your order for you, please contact our customer service to let us know. We will then make sure that the name of this person also appears on the order.
Method of payments
Our system accepts Visa (credit and debit), Mastercard (credit and debit), American express and Paypal.
In accordance to the Canadian laws, your Alternative113.com purchases will be taxed depending on the shipping address.
Alternative113 can put your order on hold if we have any doubt that you might not be in possession of the credit card used for the payment. We might ask additionnal proof of identity, which may includes:
- Picture of the credit card used with the 8 middle digits hidden
- Picture of a valid ID with your name figuring on it
To make sure there is no additionnal delay with your order, please get your order shipped at the same place as your billing address.
Damage During Shipping
It is rare that our products get damage during shipping but if it does please let us know following these steps:
1. Please note all the damages on the delivery notification before accepting it.
2. Keep all the packaging such as received.
3. Contact us immediately, with your order number and a description of the products.
Alternative113.com is proud to offer an exceptional after-sale service. If any problems arise on a product still covered by a warranty, you can make a claim by contacting our customer service at 1-877-SHOP-113. The shipping fees will be assumed by the customer (round-trip). Before you start al the necessary steps to make a claim, please contact our customer service. By emailing them a few pictures of the product, they will be able to make some verifications needed to confirm if the product is under warranty.
Hours of operation:
Monday to Friday: 8:30am to 5pm (Eastern Time)
During the hours of operation, you can talk to a representative:
By phone at 1-877-SHOP-113 (Toll Free)
Local or international: 418-721-0057
By instant messaging by clicking the «Parlez-nous! / Talk to us!» located at the bottom right of the page.
Outside of business hours: don't hesitate to contact us by email at [email protected]
Our offices are located at 113 St-Germain East, Rimouski, Québec, Canada G5L 1A5