Customer care
Contact Us
We're here to help you keep moving.
For help with a product, order, delivery, or return, email support@altapano.com. Our customer care hours are Monday–Friday, 9am–5pm Eastern / 6am–2pm Pacific.
Order support
Include your order number and the email address used at checkout. You can also check current fulfillment and tracking information on the Order Status page.
Returns
Try your gear and request a return and refund within 60 days of delivery if it is not right for you, including after normal use. We cover return shipping. Email us with your order number and the item you want to return for instructions and a prepaid label. See our Returns & Refunds Policy for the process.
Warranty
Your gear has a one-year warranty from delivery for defects in materials and workmanship. Email us with your order number, a description of the issue, and photographs when possible. Normal wear and accidental damage are not covered by the warranty.
Product questions
Not sure which size to choose or what to bring for your route? Tell us the product name, your height and the kind of walking you have in mind. We can help you work through the options.
Damaged or incorrect items
Include your order number and clear photographs of the item and shipping packaging. Do not send an item back until you receive return instructions.
Frequently asked questions
When will my order ship?
Orders usually ship within 1–3 business days after payment is confirmed. Estimated US arrival is about 10 calendar days after payment, including processing. The date shown near Add to Bag is an estimate. See our Shipping Policy for details.
How can I track my order?
Use the Order Status page with your order number and the email address used at checkout. Tracking can take up to 48 hours to show movement after the carrier receives the package.
Can I change or cancel an order?
Email us as soon as possible. We will try to help before fulfillment begins, but changes or cancellations cannot be guaranteed once an order is being prepared or has shipped.
What is the return window?
Request your return within 60 days of delivery, even after normal use. A reason is optional and we cover return shipping. Contact us before sending anything back so we can provide a prepaid label. Review the Returns & Refunds Policy for details.
Where do you ship?
We currently offer free standard shipping in the United States. Available destinations are shown at checkout. See our Shipping Policy for delivery and tracking information.