Orders and returns 

Canada Post's Labour Dispute: No additionnal delays to be expected with your orders!

During Canada Post's Labour Dispute, all orders will be shipped via either UPS or Purolator Express. You don't need to worry about additionnal delays, we respect our usual delivery standards!

 

Returns and exchanges

To ask for a return autorization, please fill out the online return form within 7 days of the reception of your order to get a return autorisation number (#RA). Your authorization might be denied if the 7-days delay is not respected.

 

Expedition

We expedite orders Monday to Friday using Canada Post and Purolator. Orders placed before 3pm will be shipped the same day. This option is offered for free by Alternative113.com to all orders over $149 and more before taxes. 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! 

 

Shipping Delays

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 shipped via Canada Post or Purolator.

  

Tracking your Order

Once your order is shipped out, you will receive a confirmation email that will contain your tracking number to follow your order's journey.

 

In-Store Pick-up

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.

You'll know your order is ready for pick-up when you get an email.

 

Method of payments

Our system accepts Visa, Mastercard, American express and Paypal.

  

Taxes

In accordance to the Canadian laws, your Alternative113.com purchases will be taxed depending on the shipping address.

 

Order Status

Alternative113 can put your order on hold if we the billing address provided is not the one that is linked to your credit card. You might get an email asking you to provide the following information:
- The CVV (3 digits at the back of the card)
- The correct billing address
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.

 

Warranty

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.

 

Customer Service

Hours of operation:
Monday to Friday: 8:30am to 5pm (Eastern Time)
Saturday: 9am to 5pm (Eastern Time)

During the hours of operation, you can talk to a representative:
By phone at 1-877-SHOP-113 (Toll Free)
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