Alta\'s #1 priority is Customer Satisfaction. As part of the Customer Service Department it is our pleasure to go above and beyond in making sure you completely understand our Sales Policy. To help you understand we have outlined some guidelines we felt were important incase it happens to you. Please read the following information and keep on file. If you have any questions please contact Customer Service.
Return Policy-
A Return Authorization number (RA#) must be assigned to all shipments being returned to Alta. Each RA can only be used one time for one shipment. RA’s are valid for 30 days and will be canceled if not used.
• All items must be returned in original packaging, with manuals and all accessories.
• Items that are over 30 days old are non-returnable. Alta may authorize product returns after that time.
• Discontinued/Obsolete items are non-returnable
• Items not purchased from Alta are non-returnable
• All non-defective opened returns for REFUND will be charged a 10% restocking fee
• Alta does not offer “buy and try”. Please make sure you are purchasing the right unit for you.
Alta will abide by the manufacturers return policies.
Items from the following manufacturers require returns to be handled directly through their own Returns Dept:
ADS TECHNOLOGY, ARGOX, AVID, AXIS, BELLA, BRUNTON, CANON WIDE FORMAT PRINTERS AND SUPPLIES, COBRA, COKIN, CONTOUR, CASIO, ELMO, FARGO, INFOCUS, HITACHI, MATROX, NIKON (specified items), PANASONIC, PIONEER, PRIMERA, RIMAGE, SAMSUNG, SMARTSOUND, SONY CHEMICAL, SWANN, TERAPIN, TOMTOM, ULEAD, ZEBRA
*Approved Infocus RA’s must be returned within 15 days of purchase
Other manufacturers may have return policies specific to individual products.
Credit for items returned will be issued at the original purchase price or the current selling price at point of receipt, whichever is lower.
Ilford Black and White Photo Products-
If you happen to receive a defective product, incorrectly shipped item, or item that contains concealed damage, please contact our Customer Service Dept within 24 hours of receipt.
Alta will not be held responsible for concealed damage and incorrect shipment claims beyond 24 hours of receipt.
Please refuse receipt from carrier of any packages that have visible damage upon delivery and contact our Customer Service Dept immediately.
Incomplete Shipments-
Alta has 3 warehouses (Memphis, TN, Fresno, CA and Albany, NY) in some cases we might ship from multiple warehouses. If you are missing product off your order please contact Customer Service to check the status of your order. Some items may have been shipped from different locations and will arrive in different shipments at different times.
If your shipment is delivered in full and you are short product please contact our Customer Service Dept and notify them of the shortage. Please notify within (48/72) hours of receipt of your shipment.
Damaged Shipments-
*Damaged shipments/product is shipments/product that was damaged during transit.
You can handle one of 2 ways:
1.) Refuse delivery, contact Customer Service and advise them of the problem. Please have your order number or tracking number available.
2.) If you are unable to refuse delivery, please note the damage with the carrier. Contact Customer Service immediately and notify them of the damage.
**Please note Alta must be notified within (48/72) hours of receipt.
Lost Shipments-
If your shipment is not received please contact Customer Service and notify them of non-receipt of your shipment. Our customer service will be happy to contact the carrier and find out the status of your shipment. In the event that your shipment is lost a trace will be started with the carrier. Tracers normally take 1-2 weeks. The carrier will attempt to locate your shipment. If the shipment cannot be found the carrier will close the trace and supply claim paperwork. Once the claim paperwork is received credit will be issued for the missing shipment.
We charge a restocking fee on unopened stock returns. The standard fee is 15% of the total return.