Your tracking number will be e-mailed to you once we have fulfilled your order. Alternatively, you can also find your tracking information by logging into your ALPAKA account from our homepage or through our customer support widget on the bottom righ

Your tracking number will be e-mailed to you once we have fulfilled your order. Alternatively, you can also find your tracking information by logging into your ALPAKA account from our homepage or through our customer support widget on the bottom right of your screen.Please allow ample time for tracking to update. For additional shipping &amp; tracking inquiries please contact the courier directly. We receive the same tracking as you do once shipped and unfortunately do not have insight into any additional information beyond that.

Where can I find my tracking number?

Here are our list of the estimated delivery days. While we do our best to make sure your package is shipped out as fast as possible, there are many external factors that are beyond our control once your package have been shipped. Please check with th

How long does it take to ship my order?

Some countries may impose additional taxes or duties (i.e. VAT) on imports received from Hong Kong. You are responsible for any such extra taxes or fees your government applies to get the package delivered. ALPAKA will do the best we can to provide t

Some countries may impose additional taxes or duties (i.e. VAT) on imports received from Hong Kong. You are responsible for any such extra taxes or fees your government applies to get the package delivered. ALPAKA will do the best we can to provide the best international shipping experience possible, but much of the process is out of our control, and is in the control of your countries&apos; officials and mail systems.If a package remains unclaimed, it will be returned to Hong Kong. We are not able to refund the shipping charge in this case. The time a country holds a package in customs varies, and we do not have means of contacting these offices.UK orders will have VAT pre-paid.

Why was I charged VAT?

If your order hasn't shipped yet, simply email your order number, full name and new address (if you are changing your address) to hello@alpakagear.com. Orders tend to ship 1-2 business days after an order is placed and once an order has shipped, we a

If your order hasn&apos;t shipped yet, simply email your order number, full name and new address (if you are changing your address) to&#xA0;<a href="mailto:hello@alpakagear.com">hello@alpakagear.com</a>.&#xA0; Orders tend to ship 1-2 business days after an order is placed and once an order has shipped, we are unable to make any changes.Even if your order has not shipped yet, it may still be too late to make any updates to your order.Once shipped, it is impossible for us to change the delivery address, cancel the order, or upgrade the shipping. Thank you for understanding.

How do I cancel/change my order or shipping address?

The order status page may have different status' depending on the shipment changes:

The order status page may have different status&apos; depending on the shipment changes:<ol><li>Confirmed - You successfully completed a checkout, but we have not shipped or fulfilled the order yet.</li><li>Fulfilled - The order has been packed and dispatched to the carrier.</li><li>Your shipment is confirmed - Your order is on its way.</li><li>Out for delivery - Your order will be delivered soon.</li><li>Attempted delivery - The carrier attempted to deliver the order to the destination address, but was unsuccessful.</li><li>Delivered - You received your order.</li></ol>

What does my order status mean?

Missing items are often found within 2 days of expected delivery. If your order status is showing as delivered but you haven’t received your package yet, follow these steps:. If it has already been 2 days and your package is still missing, you can:.

<h3 id="isPasted">Missing Orders</h3>Missing items are often found within 2 days of expected delivery. If your order status is showing as delivered but you haven&#x2019;t received your package yet, follow these steps:<ol><li>Confirm your shipping address. Check your order confirmation email and make sure your address correct.</li><li>Check your mailbox or anywhere else you receive mail. Carriers deliver differently, especially if the package is small enough to fit inside your mailbox.</li><li>Check outside or around other entrances of your home. To protect the package from weather or theft, the driver might&#x2019;ve left it in another safe place. This could be the front porch, bushes, garage area, side door, back porch, or under a grill.</li><li>Check with others at your address or with neighbours. They might have accepted the package for you or might be temporarily holding it to protect it from weather or theft.</li><li>Check for a notice of attempted delivery. This notice will have more information and the next steps you should take to receive your package.</li><li>Give it a little more time. Some carriers will scan items as delivered prior to arrival. We suggest waiting 2 days to account for this. Thank you for your patience!</li></ol>If it has already been 2 days and your package is still missing, you can: <h3 id="contact-the-courier">Contact the Courier</h3>If you still have not received or are unable to locate your package by the 2nd business day after it has been marked delivered, please contact us at <a href="mailto:hello@alpakagear.com">hello@alpakagear.com</a>.

I did not receive my order.

We ship internationally across the world. However, there are some countries that we currently do not ship to:. For Hong Kong, India and Thailand, please visit our official retailers to purchase your ALPAKA products.

We ship internationally across the world. However, there are some countries that we currently do not ship to:<ul><li>Belarus</li><li>British Indian Ocean Territory</li><li>China</li><li>Christmas Island</li><li>Cocos (Keeling) Island</li><li>Iraq</li><li>Israel</li><li>Morocco</li><li>North Macedonia</li><li>Qatar</li><li>Russia</li><li>Serbia</li><li>Ukraine</li><li>Yemen</li></ul>For Hong Kong, India and Thailand, please visit our official retailers to purchase your ALPAKA products.<ul><li>Hong Kong: <a href="https://www.productpro.com.hk/collections/alpaka" id="isPasted">https://www.productpro.com.hk/collections/alpaka</a></li><li>India:&#xA0;<a href="https://www.modernquests.com/collections/alpaka" id="isPasted">https://www.modernquests.com/collections/alpaka</a></li><li>Thailand:&#xA0;<a href="https://alpakagear.in.th/" id="isPasted">https://alpakagear.in.th/</a></li></ul>

Do you ship internationally?

We are sorry to hear that. While we do our best to ensure your package is delivered to you as fast as possible, once we have sent your package for shipping, the delivery time is no longer in our control and is dependent on the carrier in charge of yo

We are sorry to hear that. While we do our best to ensure your package is delivered to you as fast as possible, once we have sent your package for shipping, the delivery time is no longer in our control and is dependent on the carrier in charge of your package. All shipping information we have are based on the information the carrier company provides to us therefore, we do not have any additional information beyond what they already have. Please contact the carrier in charge of your package about the status of your delivery. You can find the carrier in charge of your delivery using the tracking number provided when your shipment was fulfilled. You can also visit our tracking page <a href="https://alpakagear.com/tools/track-my-order" rel="noopener noreferrer" target="_blank">here</a> and enter your tracking number to find your carrier.Alternatively, you can contact hello@alpakagear.com and our customer support will do their best to see if there is any way we can help from our end.

I have not received my package yet and it is past the estimated shipping date.

Shipping insurance is an additional and optional package protection and tracking solution at checkout. By selecting Navidium at checkout, your order will be protected from damage, loss, or theft. In the unfortunate case that your order never comes or

Shipping insurance is an additional and optional package protection and tracking solution at checkout. By selecting Navidium at checkout, your order will be protected from damage, loss, or theft. In the unfortunate case that your order never comes or is broken upon arrival, you can easily file a claim with us and receive a replacement or store credit.If you have accidentally added this into your cart and would like a refund, please email <a href="mailto:hello@alpakagear.com">hello@alpakagear.com</a> as soon as possible, as refunds only apply to orders that have not been fulfilled yet.

What does the shipping insurance cover?

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