Once we receive your order we get to work on it right away, usually ship it in 48 hours,therefore it may not be possible to cancel an order if over 48hours. To request a cancellation please email Customer Service at [email protected]walt.com,and we will attempt to stop or modify the order. Once an item has shipped, cancellation is not possible. In most cases custom, special order and non-returnable items cannot be cancelled. Cancellation requests may take 1-2 days to process and you will be sent an email upon confirmation. If an order ships prior to confirmation, you may have the option of returning the item once it is received. A refund will be issued following the standard return process.
While we hope you love your purchase, we understand that you may need to return it. altaccepts returns on a vast majority of our products—in new, uninstalled condition and original packaging—within 30 days of receipt, unless otherwise noted on the item’s product page.
To begin a return request, please email us first:[email protected]alt.com,and explain the reason for the return,locate the correct order and item you would like to return, then follow our instructions . Once your return request has been authorized, you can download your shipping labels or receive them by email. Simply print, attach to the box and drop off at your local UPS store. If you prefer to use your own shipping account, please let us know so we can provide further shipping instructions if that is an option for the return of your product.
Please note that any expedited shipping charges from your original order are non-refundable.
RETURNS EXCEPTIONS: We are unable to accept returns for:
- Products that are clearly marked non-returnable on the Product Detail Page
- Products that have been assembled or installed
- Products without original packaging or not in their original condition
- Products with crystals that have been unwrapped
- Custom orders, including those that are made-to-order or customized to your specifications
- Light bulbs
- Large quantities of the same product (6 or more)
- Open-box or clearance items
If you meet the requirements of free return and exchange,we will bear the cost of the return.You only need to download the return label and send it back to us. You don’t need to bear any cost of the return
- Meet within 30 days since you receive it.
- Product quality problems, or our mistakes resulting in returns.
- After we negotiate.
In the following cases,you will have to pay for the return shipping.
- Over 30 days since you receive.
- Don’t want this product for personal reasons
Unfortunately, fragile items are sometimes damaged in shipping. We also understand the need to pre-order and plan for your design needs. As part of that process, we ask that you inspect all items individually once they arrive so that any damage claims can be made immediately. If your item arrives damaged or with parts missing, you must notify us within 3 days of receipt of the item(s). We will arrange a prompt replacement of the item. We will also request that you provide photos of any damaged product, along with the product packaging. Please contact our Customer Service Team and we will be happy to replace the item or send replacement parts as soon as possible. In some instances it is possible to repair damages and/or defects with replacement parts. When this is the case, we reserve the right to utilize this as a solution.
Please keep in mind that defective goods (those with factory defects, missing parts or other problems originating prior to shipment) are handled differently than damaged goods (which are damaged in shipping). We work closely with our suppliers to ensure that quality production and inspection procedures are in place, but sometimes defects do occur. We work with you to resolve these issues, but you must report any product defect within 30 days of receiving your order.
We will arrange a return or exchange for you
Any product purchased from our website has a quality guarantee, we guarantee that we can return, exchange or refund, please rest assured to purchase, we will assume all responsibility.
Please email us at : [email protected]t.com