How can I Track/Check the Status of My Order?

After placing your order, you will receive a confirmation email containing the expected delivery timeframe for your order with the link to track the current status of your order. Simply click on the link provided and it directly takes you to the tracking page. And If you haven't logged into your account, please log in to your account before accessing your order information.

For all other instances, to track the status of your order, please follow these steps:

Visit our website and Login to your account.
Navigate to the "My Orders" section, which can be found in your account dashboard.
In the "My Orders" section, you will find a comprehensive overview of your recent and past orders.
Locate the specific order you wish to track and click on it to access detailed information.
Here, you will be able to view the current status of your order, including the estimated delivery date and any relevant updates.

Why is my order not visible in my account?

If you are unable to locate your order in your account, it is likely because you opted for Guest Checkout during the purchase process. Please note that choosing this option does not link the order to your account, resulting in the inability to track it online. However, you will still receive a dispatch confirmation email as soon as your order is shipped. This email will contain all the necessary tracking and courier details to keep you informed about your order's progress.

What should I do if my order is delayed?

If your order is taking longer than expected, please follow these steps:

If your order has not been shipped and it has surpassed the estimated delivery time frame, kindly contact our Customer Services for assistance. They will be able to provide you with more information and help resolve the issue.
If your order has already been dispatched but is experiencing a delay, we recommend using the tracking ID provided in your dispatch confirmation email to contact the courier directly. They will be able to provide you with the most up-to-date information on the whereabouts of your order.
In the event that the courier is unable to offer any updates regarding the status of your order, please don't hesitate to reach out to our Customer Services team. They will be happy to assist you further and work towards a resolution.

How can I request for a replacement or cancel my order?

We apologise for any inconvenience caused. Once an order is placed, it is generally not possible to make changes to it. We understand that circumstances may arise where you need to replace or cancel your order. In that case, Please follow the below guidelines:

If your order has already been dispatched from the warehouse, you will need to follow our Returns procedure to return the unwanted item. Detailed instructions can be found in theHow to return an item section.
If your order has not yet left the warehouse, there may be a possibility to modify the delivery address, remove items, or cancel the order entirely. We recommend contacting our Customer Services team for guidance and assistance in such cases.
Please note that certain products, such as specific climbing equipment like ropes, may not be eligible for refund or exchange. For a comprehensive list, please review our Refund policy. Additionally, international customers may have different terms and conditions applicable to their orders.
To replace or refund in the store, please make sure to bring the items and your delivery note with you. Our staff will then confidently assist you with the refund process. It is important to note that the product(s) must be in an unused condition, and the original packaging and labels must be included for the refund to be processed.

What should I do if my order is missing, incomplete, or damaged?

If you encounter any issues with your order, such as missing items, incomplete delivery, or damaged products, we are here to assist you. Please keep in mind that products may be shipped from different locations, including our stores and warehouses, which may result in separate deliveries. We kindly request your patience and suggest allowing some additional time before contacting us.

To obtain more information about your order, you can easily check its status online by signing into your account and selecting the "My Orders" option.
In the unfortunate event of receiving damaged products, an incomplete order, or if your dispatched order has not arrived within the expected timeframe, please reach out to our dedicated Customer Services team for immediate assistance. They will be able to provide the necessary support to resolve the issue.
Alternatively, you have the option to return damaged goods to us by following our established returns process or by visiting one of our stores.

What to do if a product is out of stock?

In the event that the item you want to purchase is unavailable online due to being out of stock, we recommend contacting our local store or reaching out to our Customer Services for further assistance. When contacting us, please ensure you have the specific product details readily available to facilitate the inquiry process.
Our dedicated representatives will promptly check the availability of the desired product for you. If the item is indeed in stock at our local store, they will assist you in placing an order over the phone. During this process, you will have the option to choose either convenient in-store pickup or have the item delivered to your preferred location. Rest assured, our knowledgeable team will provide comprehensive guidance and support throughout the order placement procedure, ensuring a smooth and hassle-free experience for you.

Do you sell spare parts for your products?

Please give us detailed information regarding your requirements, such as the size, left or right specifications, model, and year. We assure you that we will do our utmost to find the spare parts you need, even if they are not currently available in stock.

Are the prices different for online & in-store purchases?

At Altimus, the prices of our products remain the same regardless of whether you buy them online or in-store. However, it's important to keep in mind that any special promotions that are exclusively available online or in-store are not covered in our standard pricing policy.

Has my order been split?

In order to speed up your order's delivery, we have separated it into different packages. To keep track of each package's progress, please click on the link provided in the confirmation email and enter the corresponding order number.

Is it possible to send items as a gift?

If you are planning to send an item as a gift, you can easily have it delivered to the recipient's address by specifying it as the delivery address during the order placement process. However, please be informed that we do not offer gift wrapping services, so the package will be delivered just like any other order. The prices of the items you purchased will be listed on the delivery note, and for security reasons, we can only discuss the details of the order with the person who made the purchase.

Does the recipient have to pay any duties for the order?

Please be aware that our products are sold under the DDU (Delivery Duty Unpaid) terms. This means that additional taxes, fees, or levies may be applicable based on local regulations. For those outside the European Union, there is a possibility that import duties or formal customs entry fees may need to be paid, which could cause a delay in delivery. Unfortunately, we are unable to provide any assistance in these processes. To ensure that you avoid any customs duties for deliveries outside the EU, we recommend that you check the custom duty threshold of the destination country before placing your order and make sure that the total value of your basket remains below that threshold.

Who can provide me with additional details on a product?

First and foremost, we kindly request that you take a moment to review the important features listed on the our product page of the item you are currently viewing. In addition, we recommend exploring our blog for more information and insights about the product.

And then in case of requirement of more product details and queries or concerns, please do not hesitate to contact us via phone at 01183040050 or through email atcustomerservice@altimusoutdoor.com. We are always happy to assist you in any way we can. Thank you for considering our product.

Is it possible to change my address on an existing order?

We are committed to processing your order quickly and accurately. Once you have placed your order, we are unable to make any changes to it before it is dispatched. If you find that you need to cancel your order, we encourage you to do so promptly. Please contact us at 01613937059 as soon as possible, and we will do our best to help you.

Do I need to pay for the Returns?

At the moment, we do not offer free returns. The person sending the item will need to pay for the postage costs. Additionally, please keep in mind that Altimus does not provide refunds for postage expenses.