Website FAQs

Orders

I live outside of Canada & the USA. Can I still order from your company?

We do ship outside of Canada and the USA! However, international customers (including customers in Alaska and Hawaii) will be required to pay to ship to their location. Please contact Orders@Alpena.ca for shipments outside of North America.

I wish to cancel my order.

We're sorry you've changed your mind. Please contact us at Orders@Alpena.ca to cancel your order. We should get back to you within one business day to confirm your order has been canceled.

Please keep in mind, orders usually get sent out of our warehouses within 1-2 business days. Once an order has been shipped, it cannot be canceled and will have to be returned once you receive it.

To return an item to us, we will need your shipping information and notice as to when the package will be ready for pickup at your address. Our customer service team will send you a shipping label and tracking information to attach to the package. It is the customers responsibility to ensure that the package is sufficiently packed and ready for pickup. It will also be the customers responsibility, in this case, to pay for return shipping. Refunds will only be issued once we have received the package at our warehouse.

How do I track My order?

 You will receive an email from our team with a tracking number. 

I wish to add to or edit my order.

Woha! Looks like you've changed your mind! Please contact us at Orders@Alpena.ca to change your order. Usually, If we see a descrepancy in your address we will give you a call to confirm! Please keep in mind, orders are usually shipped out of our warehouses within 1-2 business days.

I'm having trouble placing an order on your website.

We're sorry you're having problems with our site! If you'd still like to place an order with us, please contact our customer support line (1-800-387-3217) and we can either help walk you through the process of placing an order OR take your order over the phone directly. Our customer service and support staff can be reached Monday - Friday from 9:30AM - 5:30PM EST. If you require assistance over the weekend or outside of support hours, please leave us an email at CustomerCare@Alpena.ca and we will get back to you when we are in the office.

What's the best way to place a large order with your company?

For bulk orders please contact Darryl@alpena.ca

When and will I receive my order tracking information?

 

Returns & Replacements

I wish to return my order.

We're sorry you were unhappy with your purchase. Please contact us at Orders@Alpena.ca to let us know you wish to return your order.

To return an item to us, we will need your shipping information and notice as to when the package will be ready for pickup at your address. Our customer service team will send you a shipping label and tracking information to attach to the package. It is the customers responsibility to ensure that the package is sufficiently packed and ready for pickup. It will also be the customers responsibility, in this case, to pay for return shipping. Refunds will only be issued once we have received the package at our warehouse.

Warranty Replacements.

Warranty replacements will be issued on a case by case basis. To submit a warranty claim, please send a description of your issue to our customer support team CustomerCare@Alpena.ca as well as several pictures (or video) showing the problem and how you have your product(s) wired or installed.

Returning Defective Product.

Sometimes we want to take a closer look at a defective product and will request that you return it to us at no cost to you.

To return an item to us, we will need your shipping information and notice as to when the package will be ready for pickup at your address. Our customer service team will send you a shipping label and tracking information to attach to the package. It is the customers responsibility to ensure that the package is sufficiently packed and ready for pickup. In this case, we will pay the return shipping.

Do you carry replacement parts?

In most cases we do not carry replacement parts for our products (see exceptions below). If you have a broken or defective product, we suggest submitting a warranty claim either with us or one of our retailers and you may get your entire product replaced. For more information on how to submit a warranty claim, see the "Warranty Replacements" page.

We do, however, carry replacement parts for the following:
- Wheel Covers (pending stock)
- Spare Remotes
- Mounting Hardware

Return Policy

We are confident our products will live up to your expectations. If, for some reason our product arrives defective or you simply aren't happy with your order, we offer a conditional return policy within 30 days of purchase. If your product is defective, we have a one year conditional warranty - simply contact us either by phone or e-mail and we'll do our best to make it right. We assess returns and warranty claims on a case by case basis.

Dependent upon the product type and situational factors, such as application type or vehicle make and model, Alpena® offers a full return option for unopened and unused product purchased from our website within 30 days. Products must be in their original packaging and the packaging must be intact and not damaged in an unsalable way. Return postage charges will apply and vary based on the product and customer location. The customer is responsible for adequately and safely packaging the item for return – damaged items due to careless packaging and postage methods will not be accepted and/or eligible for a refund.

Other

Why am I not getting a reply from your Company?

We're sorry you haven't heard back from us yet. We're doing our best to get back to you in a timely fashion. Usually, we'll get back to you within 1-2 business days (Monday - Friday 9:30AM-5:30PM EST). If you've contacted us via email, please be sure that our reply hasn't found it's way into your junk or spam folder.

For quick questions, you can reach us over the phone at 1-800-387-3217. Or you can reach us over Facebook Messenger @AlpenaAutomotive and we will do our best to help you out.

Social Media Guidelines

First and foremost, we'd like to thank you for following us on social media! Our pages are a great place to find help as well as show off some amazing setups. We encourage you to like, comment, share, and post photos and videos of your own! Together we can create a community of amazing people and amazing vehicles.

We regularly monitor our pages and try and get to your questions and comments as soon as possible. If we can’t answer your question right away, we’ll be sure to direct you to someone who can!

Below, you’ll find some things to keep in mind while posting on our pages.

Post Original Content:
We want to see YOUR content.
If you don’t own it or have permission from those either owning this content or depicted within it, please do not post it. Be mindful of the privacy of others and do not share anything containing private or personal information.

Be Respectful:
Let’s keep it PG. We want everyone to feel welcome on our pages. No offensive, inappropriate, or unlawful post or language. Please avoid any aggressive, defamatory, or threatening posts or comments.

Stay On Topic:
Please No spam, good luck/chain posts, commercial/advertising/promotional posts, off topic or repetitive posts. If you wish to collaborate with us, please contact us directly through messenger.

We reserve the right to remove any post or comments that we feel violate the guidelines above, come into conflict with Facebook, YouTube, or Instagram, policies, or that don’t fit in with the spirit of the page. Please note that the content posted by fans or any other party does not necessarily reflect our Company’s views or opinions. We are not responsible for anything contained in links on this site to third party content or websites.

If you are looking for our social media pages, you can find them here:
@AlpenaAutomotive
Instagram: https://www.instagram.com/alpenaautomotive/
Facebook: https://www.facebook.com/AlpenaAutomotive/
YouTube: https://www.youtube.com/user/AlpenaCanada