TERMS AND CONDITIONS
Can I cancel an order that I placed online?
Yes. There is a 24 hour period from the time that the original order was placed in which you may cancel your order. After that we will address things on a case by case basis.
Do you have a faster shipping service available?
Yes, your order can be shipped via expedited service, however there is an additional surcharge for this service. Please contact Alpenglow for further details. We also can help you with white glove delivery should it be needed.
What are your shipping and handling charges?
Shipping charges are calculated based on size, weight and ship-to location. They are billed separately once we communicate with you, and are in addition to the purchase price. There are several options for delivery (warehouse, curbside, white glove) which we can present to you as well.
Can I have my online order sent to a different location other than my billing address?
Yes, If you provide us with an alternate shipping address.
Can orders be shipped outside the Canada?
Yes, we include USMCA paperwork on your behalf if shipping to the USA or Mexico. All applicable duties and taxes will be the sole responsibility of the purchaser to cover.
Can I purchase a gift certificate?
Yes. Though at this time gift certificates are not available online. Please call us for details.
What if I have another question?
We have done our best to answer most questions. If there is anything else you would like help with please contact us at firstname.lastname@example.org, or you can call us at (778) 233 4035 during business hours.
How is sales tax calculated on orders?
We collect sales tax on all orders shipped to addresses in BC. Residents in other locations are responsible for complying with local state tax laws.
What is your warranty policy?
Our items are gauranteed for 1 year against mechanical defects or technical failures. Should an issue arise with you product please inform us and we will replace or repair the defective component/item. We cannot be held responsible for the following: changes/patina to the surface of metals, damage caused by improper care or cleaning solutions, damage caused by exposure to weather or environmental conditions, damage caused by improper installation or assembly, damage caused by typical wear and tear including but not limited to scratches, dents, or stains
What are your lead times?
In stock items are packaged and shipped out within 72 hours of final payment of shipping charges. Custom orders, or orders of non in stock items will have lead times ranging from 2-18 weeks depending on the product, which will be communicated and agreed upon at time of purchase, by contacting us via email at email@example.com or by phone at (778) 233 4035.
What do we do with your information?
When you purchase something from our store, as part of the buying and selling process, we collect the personal information you give us such as your name, address and email address.
When you browse our store, we also automatically receive your computer’s internet protocol (IP) address in order to provide us with information that helps us learn about your browser and operating system.
Email marketing (if applicable): With your permission, we may send you emails about our store, new products and other updates.
How do you get my consent?
When you provide us with personal information to complete a transaction, verify your credit card, place an order, arrange for a delivery or return a purchase, we imply that you consent to our collecting it and using it for that specific reason only.
If we ask for your personal information for a secondary reason, like marketing, we will either ask you directly for your expressed consent, or provide you with an opportunity to say no.
How do I withdraw my consent?
If after you opt-in, you change your mind, you may withdraw your consent for us to contact you, for the continued collection, use or disclosure of your information, at anytime, by contacting us at firstname.lastname@example.org or via phone at (778)233 4035
Do you disclose my personal information?
We may disclose your personal information if we are required by law to do so or if you violate our Terms of Service.
Payment Service: Stripe
Our store is hosted on Stripe Inc. They provide us with the online e-commerce platform that allows us to sell our products and services to you.
Your data is stored through Stripe’s data storage, databases and the general Stripe application. They store your data on a secure server behind a firewall.
If you choose a direct payment gateway to complete your purchase, then Stripe stores your credit card data. It is encrypted through the Payment Card Industry Data Security Standard (PCI-DSS). Your purchase transaction data is stored only as long as is necessary to complete your purchase transaction. After that is complete, your purchase transaction information is deleted.
All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, Mastercard, American Express and Discover.
PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers.
For more insight, you may also want to contact Stripe.
In general, the third-party providers used by us will only collect, use and disclose your information to the extent necessary to allow them to perform the services they provide to us.
However, certain third-party service providers, such as payment gateways and other payment transaction processors, have their own privacy policies in respect to the information we are required to provide to them for your purchase-related transactions.
For these providers, we recommend that you read their privacy policies so you can understand the manner in which your personal information will be handled by these providers.
In particular, remember that certain providers may be located in or have facilities that are located a different jurisdiction than either you or us. So if you elect to proceed with a transaction that involves the services of a third-party service provider, then your information may become subject to the laws of the jurisdiction(s) in which that service provider or its facilities are located.
As an example, if you are located in Canada and your transaction is processed by a payment gateway located in the United States, then your personal information used in completing that transaction may be subject to disclosure under United States legislation, including the Patriot Act.
When you click on links on our store, they may direct you away from our site. We are not responsible for the privacy practices of other sites and encourage you to read their privacy statements.
To protect your personal information, we take reasonable precautions and follow industry best practices to make sure it is not inappropriately lost, misused, accessed, disclosed, altered or destroyed.
If you provide us with your credit card information, the information is encrypted using secure socket layer technology (SSL) and stored with a AES-256 encryption. Although no method of transmission over the Internet or electronic storage is 100% secure, we follow all PCI-DSS requirements and implement additional generally accepted industry standards.
Age of Consent
By using this site, you represent that you are at least the age of majority in your state or province of residence, or that you are the age of majority in your state or province of residence and you have given us your consent to allow any of your minor dependents to use this site.
If our store is acquired or merged with another company, your information may be transferred to the new owners so that we may continue to sell products to you.
Questions and Contact Information
If you would like to: access, correct, amend or delete any personal information we have about you, register a complaint, or simply want more information contact our Privacy Compliance Officer at email@example.com