** IMPORTANT SHIPPING INFO! DUE TO PUBLIC HOLIDAYS OVER THE EASTER PERIOD WE WILL NOT BE SHIPPING ORDERS BETWEEN APRIL 5th AND APRIL 15th 2007 **

SHIPPING INFO

Do you ship to my country?
Yes. We happily ship to most countries in the world however this is open to our discretion. For a full list of countries we ship to please click here

Shipping rates/info
Shipping is calculated depending on which method of delivery you choose and dependant on the total order value and is clearly displayed at checkout. Depending which shipping method you choose your order is sent to you via either Express Air Mail (7-10 working days) or EMS Courier (2-5 working days) and includes insurance. We offer no guarantees on these delivery times. As we are a global company we cannot guarantee that your order will ship from your destination country therefore we charge a very competitive rate for all shipments. If you need us to track your order for any reason or if you have any questions please dont hesitate to let us know.

EXPRESS AIR MAIL COST TABLE

EMS COURIER COST TABLE

Note on FREE Shipping
Any offer of free shipping by Planet Altitude will only be sent via Express Air Mail (7-10 days delivery)

Will I be charged Customs Duty/Taxes for my order?
Please check with your individual country for their policy on Customs duties as each country is different. Note however that as our products are "safety" products many countries allow these products in Duty-Free. Again though, if you are unsure, check.

ORDER STATUS
Has my order shipped?
Most orders ship on the same day or next working day we receive your order. You will generally recieve an instant order confirmation. You will be assigned an individual sales assistant to help you with any questions you may have. We are real people here to help you out in any way we can with your order.

How can I track my order?
Yes if you chose EMS courier service. Tracking is not available on Express Airmail shipments. You will receive a shipping confirmation notice via email when your order has left the warehouse. If it has been more than a few days since entering your order and you have not received shipping confirmation, please contact customer service at sales@planetaltitude.com

There is a problem with my shipment, what should I do?
Please contact customer service at sales@planetaltitude.com

I Have Not Received my order - Whats going on?
Most orders ship on the same day or next working day we receive your order. You will generally recieve an instant order confirmation. You will be assigned an individual sales assistant to help you with any questions you may have. We are real people here to help you out in any way we can with your order. No matter how hard we try we are all at the mercy of delivery companies and courier companies that can sometimes lead to delays in delivery. We offer no guarantees on these delivery times. Hopefully it will never be a problem but in the event that you are concerned here are a couple of explainations as to why your order may be late:

Your Location Often delays are a result of where you are in the world - the reality is some places just take longer to get to than others. That is why we err on the side of caution when we state our delivery time, ie: 7-10 working days for Express Air Mail and 2-5 working days for EMS courier. The reality is delivery might take less than that and usually does but there are times when it might take a bit longer. We offer no guarantees on these delivery times.

Which day you placed your order Again depending on where you are in the world you might place your order on a Thursday morning at 11:30am. Meanwhile in our part of the world its Friday night at 8:30pm. That means your order will not go out until the following Monday - almost 3 days later. Like we always say though - chill - its only a couple of days. It will get there but it may just seem to take longer than expected. If your getting worried though just let us know and we will track your order from our end and see whats going on. Note its a lot easlier and more effective for us to track EMS deliveries because they give us more detailed information. We can still track Air Mail deliveries but they only give us basic information such as "it has arrived in the country on this date..."

Increased Security We all live in countries that are going nuts over security these days. This can sometimes lead to delays not only for us getting product out of the country but also for getting product into your chosen countries. Again - its nothing to worry about - it may just mean a day or two delay in delivery.

My order never arrived.
If you experience any problems with your order please contact customer service at sales@planetaltitude.com

How can I get a copy of my invoice?
A copy of your invoice can be obtained by contacting our customer service department at sales@planetaltitude.com

PRICING AND BILLING

Accepted forms of payment
We accept all major credit cards as well as Paypal.

RETURNS POLICY

You may return your unused product for a full refund within 30 days of purchase date. You can expect a refund to your credit card 7 to 14 days of our receving your return. Customers are responsible for shipping costs unless the product is defective or an error has occurred when filling the order. We do offer direct exchanges but only on sizing issues or product of the same value. If you wish to exchange product you will need to return the undesired product to us and we will exchange it for a different size.

If I order the wrong size can I return the item?
Yes, you may return your unused product for exchange within 30 days of purchase date. Customers are responsible for return shipping costs unless the product is defective or an error has occurred when filling the order. If you wish you exchange product you will need to return the undesired product for an exchange item to be sent out to you.

Can I return an item that I have used?
Sorry, only products in new unused condition will be accepted for returns.

Can I return my unused item for a refund?
Yes, although the customer is responsible for the return postage cost. IMPORTANT: we do not offer refunds on SHIPPING or on items purchaced as SPECIALS

Our goal is to process your claim within 48 hours of receiving your product. We have been very successful in meeting this goal. Also, we match your shipping method for the return shipment. Calculate the shipping time both ways plus 48 hours, if you have not yet received your product or been contacted by us, please contact customer service at sales@planetaltitude.com

Has my replacement product shipped?
Our goal is to process your claim within 48 hours of receiving your product. We have been very successful in meeting this goal. Also, we match your shipping method for the return shipment. Calculate the shipping time both ways plus 48 hours, if you have not yet received your product or been contacted by us, please contact customer service at sales@planetaltitude.com

Freight Expense to return defective product
The consumer is responsible for paying the freight to return product and Planet Altitude pays the freight to ship repaired or replaced product. Please contact customer service at sales@planetaltitude.com

How do I submit a claim for defective product?
Contact customer service at sales@planetaltitude.com to receive an RA (return authorization). Include the POP (proof of purchase/receipt) with the product and write clearly and legibly on the outside of box your name, address and phone number. Refer to the Warranty Policy section for detailed information on coverage.

WARRANTY/RETURNS

Return Policy - Planet Altitude
Planet Altitude product is covered for defects in workmanship or materials for one year from the date of purchase. POP (proof of purchase/receipt) must be sent with product.

IMPORTANT NOTE ON SPECIALS/ITEMS THAT ARE ON SALE

Refund Policy - Planet Altitude
We do not offer refunds on SPECIALS or ITEMS THAT ARE ON SALE. If a product is sold under the RRP you may return for an exchange size however you may not return for a refund.