Shipping & Returns

Shipping

ERLUM Alpaca offers FREE standard shipping on all U.S. orders within the continental 48 states. Additional charges and extended delivery times apply to all orders shipped to countries other than the USA, or to Alaska and Hawaii, APO, FPO and Territories. 

Our products are packaged and shipped from California and we make every effort to ensure your order is packaged securely and shipped promptly. We send out packages Monday - Friday via UPS. Orders typically ship the same day if received by 1 pm Pacific Time, but may ship in as many as 2-3 days. Standard delivery is made via UPS and normally takes 5-7 business days.

Should something be out of stock or need to be special ordered, we will notify the customer to see if the customer is willing to wait the time required for delivery. Sales will be billed at the time of order.

Final Sale/Clearance items are non-returnable. (This policy pertains to items marked FINAL SALE, not to purchases made with a discount code or purchases made during an online promotion.) 

All items shipped to a CA address are subject to a 8.975% sales tax. 

All shipping addresses must be to a physical address. We cannot ship via UPS to a PO Box. For orders showing a PO BOX for the shipping address, your order will ship via USPS and may incur delays.

Please notify us within 14 days from your order date if you do not receive your package.

Please do not refuse packages for any reason, as your account may incur additional charges. Should you have changed your mind between the time of order and the time you shipment arrives, please follow our RETURN POLICY steps.

Expedited Shipping: Generally, you will have the option to upgrade your shipping method for faster delivery at your expense. If you choose to upgrade your shipping method, your order must be received and clear credit authorization by 12:00 p.m. PST or your order may not be processed until the following business day. Business days are Monday-Friday, excluding federal holidays within the 48 Continental United States. 

Orders shipped to countries other than the USA will be shipped United States Postal Service Priority (USPS), regardless of the method chosen. Fees charged may be greater than the amount shown on the label as they include the additional shipping fees for handling and paperwork. Longer shipping times may apply. Tracking may not be available once package is outside the US border.

Any and all customs charges are the responsibility of the buyer and USPS shall charge any charges of duty, customs, brokerage or other fees associated with an international order separately. Refusal of the package will result in a complete loss of purchase price, as items are not returned to us from countries outside the US.

For consumer protection, all orders are subject for review, including credit card authorization and address verification. As a result, on occasion there may be a slight delay in order processing; your patience is greatly appreciated.  

Holiday Express Shipping from Dec 15th through Dec 24th (USPS, Fed Ex or UPS) does not guarantee Express Delivery for this timeframe. Any delivery failure will not be the responsibility of ERLUM Alpaca or its parent Inca Brands, as we make every effort to ship timely for holidays. While ERLUM Alpaca works to assure timely shipment of your order, various factors can impact the carrier's ability to deliver within the expected time frame, including: your location, weather, the carrier, holidays, and other unforeseen events that may delay shipping time.

Refunds for shipping will not be issued due to missed delivery dates, weather, or undelivered/unclaimed packages. We are not responsible for damages incurred during shipping or for packages delivered to an incorrect address. Reimbursement for shipping will only be issued if the error was our fault.

This shipping policy pertains to customers located in the United States and Canada only.

 

Return Policy

US customers may return new, unworn items at their own expense within 30 days of delivery for a full refund of the purchase price. (International orders cannot be returned at this time.) Returns that do not meet our policy will not be accepted and will be sent back to the customer.

Please contact us immediately if an item in your order is defective.

Return shipping costs will be refunded only if the return is a result of merchant error.

Returned products must be received within 30 days of delivery. We utilize UPS delivery receipts to define the delivery date. Refunds will not be given after 30 days.

We do offer an extended holiday return period. Items purchased between Thanksgiving and December 15th will have a return deadline of January 15th of the following year, to accommodate holiday gift giving. All other dates are subject to our standard 30-day policy.

Credits will be made to the original form of payment only.

Gift recipients will be provided with a store credit.

Gift boxes must be included with returned merchandise. Otherwise, the customer will be charged a $10.00 fee to cover the packaging cost.

Requesting a Return - Account Holder:

         Sign in to your account using your email and password.

         Click "Completed Orders" page.

         Click "Return Items" link for the order you'd like to return items from.

         Complete and submit the New Return Request form.

You will receive an automated email confirmation of your Return Request. We will send you a detailed return message with your RMA number as well as an address to use for return. Please note the return address is not the same as that used on your package.

Once your items are received and reviewed, you will receive an email notifying you of the completed transaction.

Request a Return - Guest Checkout:

         Access the account by clicking here

Enter the email address used to order (all orders are tied to the email address provided at the time of order regardless of whether or not an account was created.)

Select Forgot your password? An email will be sent to the email address used to create a password, and this will allow the customer to access the order history. No credit card information can be accessed via this method.

Please follow steps provided for “REQUESTING A RETURN” above.

      OR

         Contact us by E-Mail

         Please include your order number, the item(s) you wish to return & the reason for your return in your email.

We apologize, but return requests without this necessary information will be declined.

Here are some simple steps to a successful return:

  1. Please take care when trying on items as all products must remain unsnagged and unstained in order for a refund to be issued.
  2. Items should be returned unworn/unused in their original product packaging, with all hangtags attached as sent. While this product may not fit your needs, please be conscious of others who may wish to purchase this item and send it back in neat, sellable condition.
  3. Please return your item(s) neatly folded rather than rolled up, and packaged carefully so no items are damaged in transit. 
  4. Please send your item(s) to us at the address provided, with the RMA number that you will be sent clearly visible on the front of the package. Items without the RMA number may not be received.
  5. Please allow up to 7 days transit time for your item(s) to be received at our warehouse.

Once your return request has been submitted, we will send you a detailed return message (within the next business day) with your RMA number as well as an address to use for return. Please note the return address is not the same as that used on your package.

Once your items are received and reviewed, you will receive an email notifying you of your return status. Please allow 3-5 business days for any credit to be posted to your account. Although we credit right away, some financial institutions do not immediately credit card holders' accounts. This 3-5 day timeframe is reflective of their procedures.

 

Exchanges

If you wish to exchange an item, we suggest you complete your return request and place a new order for the item desired. Our website shows up to the minute stock items and this will ensure that you are able to select and receive the available item without delay.

Please feel free to mention that your item is an exchange in the comments section of either the Return Request or the Order Comments section of your new order.