FREQUENTLY ASKED QUESTIONS



Altra Guarantee

Do you offer a guarantee?

At AltraRunning.com, we want to ensure you have not only the best running experience, but also the best online purchasing experience. That's why we promise a 30-day satisfaction guarantee on our products. If you are not completely satisfied with your new product within the first 30 days after purchase, we will refund, replace, or exchange your purchase, including unworn and worn or defective items, free of charge–no questions asked. See our returns page for more details.

Warranty

What is your warranty policy?

At Altra, we stand behind our products and are glad to assist you if you have any issues with the quality of our shoes.

Altra provides a 300-500 mile warranty on any manufacturing defects from the date of purchase on shoes that were purchased from altrarunning.com or an authorized Altra retailer. Altra warranty program does not cover defects due to improper fit, normal wear and tear, damage due to misuse, alteration to the product, or negligence. Product covered by the Altra guarantee will be replaced at Altra’s discretion.

U.S. Customer Service Hours: Monday - Friday, 9AM – 7PM CST

Email: altra_customerservice@vfc.com.

Phone: 888-851-9411

What’s not covered?

The following are NOT covered by the Altra guarantee:

·         Fraying due to abuse

·         Deterioration as a result of water abuse

·         Sole wearing out or worn through

·         Color fade

·         Cuts, scratches, burns, etc.

·         Damage caused by negligence, misuse or alteration of products

Product

How do I clean my shoes?

Altra recommends cleaning your shoes as soon as they are exposed to dirt. Hand wash with a damp cloth and mild detergent. Do not machine wash or machine dry. Stuff them with a towel or a shoe saver product like Stuffitts™. 

What’s my shoe size?

Click here to see the Men’s shoe size guide.

Click here to see the Women’s shoe size guide.

What’s my clothing size?

Click here to see the Men’s apparel size chart.

Click here to see the Women’s apparel size chart.

 

What type of shoe is right for me?

Let us help you! Visit any category page and click the ‘Find Your Shoe banner to see what shoe will meet your needs.

Online Orders

Do you offer gift options?

We currently do not offer gift wrap or gift options. We also do not offer gift cards.

The address I typed is correct, but altrarunning.com is not accepting it. What should I do?

Does the address you typed match the address on file with the credit card company? If you still encounter a problem after you’ve verified that the address matches, please call customer service at 888-851-9411 for further assistance.

Can I ship my order to someone else or a different address?

Yes, orders can be shipped to a different address than the billing address. Once you get to the checkout page, enter your shipping address. You can then enter in the billing address that is tied to the credit card you are using. 

Can I modify or change my order?

We begin processing your order immediately upon receipt. For this reason, we have about a fifteen-minute window to modify orders. You may contact us immediately to attempt cancellation or change. If we are unable to modify your order, there will be a free return label in the package to use to return the order.

What methods of payment does altrarunning.com accept?

We accept Visa, Mastercard, Discover and American Express credit or debit cards that have a United States billing address. We also accept PayPal through our online order process.

Shipping

Do you ship internationally?

We do not currently ship outside the United States.

How does Altrarunning.com ship my order?

Orders are shipped with FedEx unless you are shipping to an PO Box, or APO address. Then the order would be shipped with USPS.

Do you ship to PO Boxes or APO/FPO addresses?

Yes, orders shipping to a PO Box or an APO/FPO address, can take a little longer for delivery to get as they will ship out using USPS. These orders cannot ship out using express or overnight shipping. 

How do I track my order from altrarunning.com?

Tracking numbers are assigned to packages when they ship. Once they’ve shipped, you’ll receive an email which includes a tracking link, along with your order information. From the tracking page, you'll be able to see your estimated delivery date and can sign up for shipping and delivery notifications.

For easy access to your order status or history, we would recommend placing an order under an account. Account holders can easily manage their profiles, shipping and billing information. To check your order status without an account, go to Track My Order. 

 

How do you ship and how much does it cost?

RATES:

Free Standard Shipping: Delivery in 3-4 Business Days.

No weekend delivery.

 

2 Day*: Delivery in 2-3 Business Days.

No weekend delivery. $16.95

 

Overnight*: Delivery by Next Business Day.

No weekend delivery. $21.95                                           

 

*Saturday and Sunday orders ship on Mondays

 

Overnight and Express Orders 

must be placed by 3:30pm EST (12:30pm PST) Monday - Friday to be processed and shipped the same day. Overnight and Express delivery are not eligible for P.O. boxes. Please note that we do not ship overnight on weekends or Holidays.

Overnight orders placed on Friday prior to 3:30pm EST (12:30pm PST) will be delivered on Monday. 

We ship orders on business days. “Business days” are Monday through Friday, and exclude federal holidays within the United States. Holidays include: Martin Luther King Day, Memorial Day, July 4th, Labor Day, Thanksgiving, Christmas and New Year's Day.

Deliveries to PO Boxes and APO addresses ship via USPS. All other deliveries ship via FEDEX.

Legal title to purchased product transfers to the buyer at point of shipment.

Online Returns

My online order has shipping damage, what can I do?

If you received an item that was damaged during shipment, please contact our customer service with your order number. 

Before accepting your order shipment, inspect the carton and the contents for any potential damage that may have occurred during shipment. It is normal for the carton to show some wear; however, if damage to your product(s) did occur, follow these steps:

·         If the damage is minor, accept the package but make a note of the damage on the shipping receipt, sign and date it. The delivery person should also sign the slip and leave a copy for your records. Contact our Customer Service team immediately.  

·       If there is extensive damage to the carton, refuse the order and Contact our Customer Service team immediately. 

We will make every reasonable effort to reorder the item or credit your purchase in a timely manner.

How do I process an online return?

We include a free shipping return label in our packages. Please include the original packing slip or a copy of your order confirmation with the return, and send it back using the free return label. Please note your tracking number on the return label to keep for your records until your refund is processed. You can ship it back using your nearest FedEx location or post office. Once the return is received, your refund will be processed back to your original form of payment. 

How long does it take to receive a refund?

Refunds may take up to three weeks to process due to the time often required for shipping and bank processing. 

What if I need a new return label for my order?

We would be happy to get you a new label for your online return. Please contact customer service at 1-888-851-9411 or email at altra_customerservice@vfc.com.