Shipping Policy

Shipping Policy

We process and ship orders Monday through Friday from warehouses throughout the United States. Products ordered by 1 p.m. CST will be shipped the same day if in stock.

Please work with our order management team if you need a product by a certain date. Call us at (800) 865-5931 option 3.

You must notify us by phone at (800) 865-5931 if you need to cancel an order. Orders are processed quickly, so please call us as soon as possible.

Small Products

Small products are shipped via parcel carriers FedEx and UPS. These products include humidifiers, filters, air purifiers, etc. Shipping costs are individually figured for each order based on the weight and dimensions of the products.

Small products and equipment are usually shipped together with free shipping via freight carriers. If the small products are not in stock at the same distribution center as the equipment, the order is typically held until the products can be shipped together. You may incur additional shipping fees to have the small products shipped separately. We sometimes fulfill orders automatically from multiple locations. If your products must ship together, you may request that when you place your order.

Parcel Shipping Details

Shipping times within the contiguous U.S. are one to five days. Rural deliveries, limited access deliveries, and liftgate deliveries may take longer.

The delivery company will call ahead to schedule an appointment for delivery. You are responsible for scheduling an appointment with the delivery center within the expected delivery date. A redelivery fee will be assessed if you miss your appointment. Suppose you are unavailable to take delivery of your products within two days after the shipment arrives at the service center. In that case, the carrier will assess charges of $18 per day for storage fees. If you want to change your delivery after your order has shipped, the carrier will bill you a re-consignment fee. Alpine must authorize any changes to the final delivery address.
The carrier is only responsible for delivering freight to the end of the truck at the end of your driveway. The carrier will not move freight up the driveway or inside a home, garage, or backyard.

Liftgate Trucks

Residential delivery is free but does not include liftgate service. This accessorial service costs $25 and can be added to your order. Liftgate trucks are usually smaller and can access narrow streets. They have a hydraulic lift to move the freight from the truck bed to the ground. Deliveries may be delayed by a few days if your local service center has limited liftgate truck availability.

Upon arrival, the carrier is responsible for moving the freight to the end of the truck for drop-off. Because residences do not have docks for unloading, the freight must be moved from the truck bed to the ground. If the freight is lightweight or the driver is assisted, some freight can be eased off the truck. A liftgate truck will be necessary if no help is available or if the freight is too heavy.

If the delivery address is difficult to access with a large truck, the carrier may require a liftgate truck.

You can select Liftgate at the checkout page or by phone with Alpine when ordering.

If the carrier arrives without the liftgate service you paid for, contact us, and we will reimburse you for the service after verifying your delivery receipt.

When Your Order is Ships
  1. We will email your shipment tracking number to you. Your products may ship separately.
  2. The freight carrier will contact you at your provided phone number to schedule your delivery appointment.
    • Schedule your delivery when you will be there to inspect and sign for your shipment.
    • Carriers typically require a four-hour delivery window.
  3. Small package UPS and FedEx shipments will be delivered without appointments.
When Your Order is Delivered
  1. The carrier will deliver your products to the end of your driveway. Please be prepared to move the products from the truck’s bed to the ground. If you order liftgate service, the products will be moved to the ground for you. This service can be added to your order for $25 if required. Please order liftgate service if needed.
  2. You or someone at your shipping address will be asked to sign a delivery receipt.

The delivery receipt is a legal, binding document. Ownership of the products transfers from the freight carrier to you, when either you or a person at your shipping address signs the receipt. A signed receipt with no comments indicates that you are receiving all the pallets and cartons listed and that there is no damage to the packaging or products.


Tips for Signing Your Delivery Receipt
  1. Do not allow others to sign the receipt.
  2. Do not allow the driver to rush you while you inspect your shipment.
  3. Carefully inspect the packaging, including the cardboard, plastic wrap, and wood pallets. If the packaging is not in 100% unblemished condition, write down the condition of the packaging on the delivery receipt.
  4. If you find any damage to the packaging, even small creases or dents in the cardboard, inspect the products underneath or open the boxes. A slight cardboard crease or a broken pallet can indicate serious product damage.
  5. Do not document how or where you think damage occurred. Alpine and the carrier will assess this if damage is noted on the delivery receipt.
If the Product is Damaged
  1. If you receive a product with cosmetic damage, take delivery after noting the damage on the delivery receipt. You will receive a cash settlement to compensate.
  2. If you receive a product with severe damage, refuse the damaged item. Document the delivery receipt with the reason for refusal.
  3. Take delivery of undamaged products, even if they are on the same pallet as a damaged product.
Contact Alpine for Quick Resolution to Shipping Problems

Contact us by phone at (800) 865-5931 or email at [email protected] if you have any trouble with your shipment.

  1. If you sign the delivery receipt damaged and take delivery of the products, we will process a damage claim on your behalf. You may do one of the following:
    • Retain the equipment and receive a cash settlement or replacement parts with an allowance.
    • Exchange the equipment. We will reship a new product once the damaged product is en route to Alpine.
  2. If you refuse the damaged product, noting that you are refusing due to damage, and take delivery on the undamaged products, we will reship a replacement once the damaged unit is confirmed to be en route back to Alpine.
  3. If you sign that there is a shortage, we will work with the freight company to track the missing portion of your shipment. Please allow up to ten business days for the freight company to locate any missing pieces of your shipment. If the freight company cannot locate the missing pieces of your shipment, those items will be shipped to you at no charge.
  4. If you sign the delivery receipt but later determine that your equipment has been damaged, the settlement outcome is between you and the freight company. You must report concealed damage within 15 days of delivery. You must establish that the damage occurred before you received it.
  5. There is no recourse if you sign the delivery receipt but later determine that you received fewer pieces than indicated on the receipt. However, the carrier can perform a search of their docks. Unfortunately, the carrier will automatically deny these types of claims.

For more information on what to do if you receive a damaged freight shipment, please see Handling a Damaged Shipment.

Shipping Fees on Equipment Returns

If you are unsatisfied with your products, you may return them for a refund. On equipment returns, you will be credited for the product cost minus shipping costs to and from your location. Equipment orders can be returned up to 30 days from the delivery date. Refunds on equipment items can take up to two weeks to process. Equipment returns must be scheduled by Alpine using our designated carriers.

Please get in touch with Customer Service at (800) 865-5931 for more information.

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