Frequently Asked Questions
RETURNS AND EXCHANGES
I received my item(s), may I exchange it/them for something different?
I cannot offer exchanges, unless the wrong item was shipped to you. If this does happen please let me know and I will send you a prepaid return label. I am so excited for the day when I can offer returns/ exchanges!
Can I return my item if I don't like it?
At this time, I do not offer returns- even on apparel. DO NOT ship your item back to me as we won't be able to refund you (unless it was damaged in shipping and you contact me immediately) as items are often made specifically for you and a lot of time, money, and resources go into getting your order to you. I am simply not amazon.com (and don’t want to be ;)
My item arrived damaged- will you ship me a new one?
In order to provide you with a new print, you must ship the old one back to me. You will pay shipping for the damaged item to be returned. Above the Alpine Art is not responsible for lost or stolen items, but if the item has been damaged DURING SHIPPING we will almost certainly be able to send you a new one.
SHIPPING AND DELIVERY
When will my order ship?
Many orders ship the Friday after you place the order (when placed before about 12:00 pm MST M-F) though delays are normal when I’m experiencing a high volume of orders, such as around a shop update.
Expect an additional two-three days for your order to ship during shop updates and the holidays, due to a high volume of orders.
Large format prints can take an additional week or two to ship. I will contact you if there will be a delay for any reason, and please don’t hesitate to reach out at firstname.lastname@example.org for order questions.
I made an error when typing my address!! Can you correct it?
Thank you for noticing!! If you see any discrepancies with your order, let me know right away!
I ordered stickers- will you provide me with a tracking number?
Stickers do not come with a tracking number. I apologize for any inconvenience this may cause. All other orders include a tracking number, including international orders.
I am in town/ live in Denver- can I come pick up my order in person?
No, all orders must be shipped. If you are approaching a gift deadline, visit Eclectic Co. in Colorado Springs, CO ( info on the co-op: https://shopeclecticco.com/ ) as pretty much all items can be found in shop.
I need my item(s) ASAP- can they be rushed?
I do not offer rush shipping, but I ship USPS priority/ first class (depends on weight) so your order should arrive in about two days once shipped. In most cases or contiguous US orders, your package should arrive in 4-7 business days. Some large format prints, orders with incomplete addresses, or out of stock items will be delayed until the issue is resolved or I can make your print :)
How will you ship my print?
Small to medium format prints (6x8" up to 12x18") will come packaged in a crystal clear bag with 100% recycled cardboard backing. Prints are carefully encased in thick rigid cardboard then sealed in a paper mailer. Larger format prints (11x17+) come rolled in a cardboard tube. If you order a hat and print for example, your order will ship in a box. Stickers are shipped in a flat mailer. In the instance that your item is damaged during shipping, let me know.
I didn't receive all of my items, when will the other(s) arrive?
Some items will occasionally ship separately, and occasionally I forget to add something. Let me know via email@example.com if you have any trouble with your items.
My order was not fulfilled, but my card was charged- can you fix this?
In the off chance that occurs, send me an email and I can confirm that the order has indeed not gone through on my end. In this instance, please contact your credit card company to resolve the charge. I recommend using PayPal as it is much more reliable and efficient form of payment.
What changes should I expect because of COVID?
Occasionally I experience inventory discrepancies but I will contact you if so. Orders WILL be delayed around the holidays.
Once shipped, US orders should arrive within 3-4 business days, 4+ for HI and AK.
International shipping is definitely still slower than it was pre Covid so expect delays!
PRINTS AND PRODUCTS
When will _____*item*______ be back in stock?
Prints that are out of stock can be back within 1-10 days. Hats take about a week to produce. Please email me if a particular print or other product you'd like is out of stock!
Can I add something to my order?
Once your order is placed, I cannot make changes to it since I can’t charge you for the additional item(s). I can cancel your order and you place it again, but I cannot guarantee that your original items will be in stock. The best thing is to place another order if possible. I CAN ship your two orders separately and refund some of the shipping.
Do you ship internationally?
Yes! I ship to just about the whole world. Additional charges, such as import fees, may be required to pick up your package from your local post office. I have a Canadian shipping option, and an International option. If you live anywhere outside of the US or Canada, you will have to select that option at checkout.
Once your order has shipped and a tracking number has been provided, it is your responsibility to pay import taxes and fees. These are specific to the country you live in. Please pay attention to the tracking of your package as in some cases the post office may hold your package until fees are paid.
Please review these by google searching the import laws for the country in which you reside.
Because of COVID International orders are taking a very long time to arrive to most countries. I am sorry for any inconvenience but truly it’s out of my hands right now.
PERSONAL AND CAREER
I emailed you- why have I not heard back yet?
I am a one-woman show over at Above the Alpine and will do my best to get back to you in a timely manner, but on occasion your email may have ended up in the wrong folder/ spam folder and I might be super busy. Please double check to see if your question can be answered in this list of FAQs. If you haven't heard back from me within a few days, do follow up.
Are you interested in being an ambassador for our brand?
Yes! Please send me a message today firstname.lastname@example.org. I am always looking for new ways to spread the ATA brand!