FAQ & HELP CENTER

Alphalete has 4 different websites & distribution centers to best serve our customers worldwide. We recommend shopping through the website associated with the region you would like your order sent to — otherwise, your order may be subject to customs fees/taxes based on the retail value of the package. These fees are not determined or covered by Alphalete and are beyond our control.

• US site: alphaleteathletics.com
• CA site: alphaleteathletics.ca
• UK site: alphalete.uk
• EU site: alphalete.eu

You can submit a ticket here or you can send an email to support@alphaleteathletics.ca.

We aim to respond within 2 business days or less. If we are experiencing delays in our response times due to unforeseen circumstances or during high volume periods, you will receive an update via email when you submit your ticket.

Please keep in mind that our support team is based in Texas, United States — Central Standard Time Zone (UTC-6).

Support Team Hours of Operation:

Monday through Friday, 8am–4pm CST

Holiday Closures:

• New Year's Day: off
• Memorial Day: off
• Labor Day: off
• Independence Day: off
• Thanksgiving Day: off
• Christmas Eve: off
• Christmas Day: off

Our Support Team aims to respond to all tickets within 2 business days or less. After submitting a ticket/email, you will receive a follow-up message outlining our current response time frames & any additional information you should know while you wait for a member of our team to assist you.

If you haven't received a follow-up response, be sure to check your email's spam/junk folder — sometimes our messages can end up there!

If you submitted a ticket or sent us an email on a Friday after the support team's operating hours (8am–4pm CST), on the weekend, or during high volume periods such as launches & sales — please allow an additional 24 hours for our team to respond.

In the unlikely event that our provided time frame has elapsed and you still haven't received a response from our Support Team, please submit a new ticket here or via email at support@alphaleteathletics.ca.

We have our own retail store where you can shop our latest items — located at Alphaland Gym! Alphaland Retail is open to the public & does not require a gym membership (but we really recommend catching a workout during your visit).

*Alphaland Gym & Retail operate separately from Alphalete Athletics, therefore you cannot exchange or return clothing items that were purchased online at this time.

Alphaland Gym Address:

1502 Industrial Drive, Missouri City, Texas 77477, United States

Opening Hours:

Monday to Thursday: 5am–11pm
Friday: 5am–10pm
Saturday: 8am–9pm
Sunday: 10am–8pm

All of the most up to date information regarding tours, memberships, events, AlphaEats & more can be found on the Alphaland Gym website: officialalphaland.com — or you are welcome to stop by during opening hours or give them a call at (281) 969-7545!

Alphaland Gym Address:

1502 Industrial Drive, Missouri City, Texas 77477, United States

Opening Hours:

Monday to Thursday: 5am–11pm
Friday: 5am–10pm
Saturday: 8am–9pm
Sunday: 10am–8pm

For information about restocks & upcoming launches, we recommend signing up for our newsletter & following us on Instagram (@alphalete).

Alternatively, if an item you are interested in is out of stock, you can sign up for notifications on the product page by clicking the alarm icon above the size that is out of stock.

All Summer Shredding information can be found on the Summer Shredding website: summershredding.com.

We are always interested in exploring new partnerships & expanding our roster with Athletes and Affiliates embodying our mission to Become More.

If you are interested in working with us in this capacity, please email marketing@alphaleteathletics.com.

Please note that due to the volume of enquiries & varying business needs throughout the year, we cannot guarantee that you will receive a response within a certain time frame.

If your order has not yet started the fulfillment process, we are able to make the following amendments:

• Order cancellation
• Remove item(s) from your order
• Change the color or size of item(s) *subject to available inventory
• Update shipping address
• Update email address

To make a change to your order before fulfilment, please contact our support team as soon as possible. You can submit a ticket here or you can send an email to support@alphaleteathletics.ca.

Please note we are unable to retroactively apply gift cards & discount codes to an order once it is placed, we apologize for any inconvenience. Changes are not guaranteed before fulfillment.

After your order has been fulfilled or shipped, any changes will need to be processed as an exchange or return.

If you have received a tracking number but need to change your shipping address, please contact the shipping courier associated with your tracking number after the first scan on your order.

Order confirmations are typically sent within 15 minutes of an order being placed. If you haven't received your confirmation, we recommend checking your spam/junk folder & the account associated with your payment card to ensure that you did complete your transaction.

Still unsure or can't find it? Reach out to our Support Team with the name associated with your order, the country you were shopping from & any other information you have. You can submit a ticket here or you can send an email to support@alphaleteathletics.ca.

If an item was out of stock at the time of fulfilment, you will receive an email notification & the cost associated will be automatically refunded to your original form of payment.

If you did not receive an email notification about an out of stock item but are missing an item or received an incorrect item in your order, please submit a ticket to our support team here or send an email to support@alphaleteathletics.ca with the following information:

• Order Number
• The incorrect item(s) you received (if applicable)
• The item(s) you are missing (if applicable)
• Photo of the packaging your order arrived in & the items you received

All missing or incorrect items must be reported within 30 days of the package being marked as delivered.

After a ticket has been logged, we can either send you the item(s) you are missing (subject to availability) or issue a refund.

You may be required to return incorrect items in your order to our warehouse — our support team will provide you with a pre-paid return label.

Overview

• You have 30 days from the date your order was delivered to create a return or exchange.
• All items marked as "Final Sale" at the time of purchase are ineligible for returns/exchanges unless covered by our Warranty Policy.
• Alphalete does not cover the cost of return shipping at this time, unless you purchased Redo "Free Returns + Protection" at checkout.
• In the unlikely event that you've received an incorrect item, are missing an item from your order or an item is damaged in any way, please submit a ticket to our support team here or send an email to support@alphaleteathletics.ca (see "Orders" for more information).
• By adding items to your return, you are verifying that you have received the items & intend on returning them.

Please ensure that any errors or issues with your order are made clear alongside any additional requests for a return or exchange.

Any returns that are received 45 days or more from the original delivery date of your order may be subject to denial. If your return is delayed unexpectedly, please contact our support team as soon as possible.

Standards, Terms & Conditions

We gladly accept returns for both refunds and exchanges for eligible items. If you are returning your entire order, please note that the original shipping & package protection costs will not be refunded.

Exchanges can only be applied to the same item & color in an alternative size. If you would like a different style or color, please return your item for a refund & place a new order.

If your exchange cannot be completed due to lack of inventory, a refund will be issued.

Please allow our team 7–10 business days to inspect & process your return/exchange after it has been delivered to our warehouse. If your return has not been processed within that timeframe, please contact our support team so we can assist you with urgency.

Things to note before returning your item(s):

• Items must be unwashed & not put through a dryer
• Items covered in animal/human hair are subject to denial
• Items covered in lint, powder, skin cells or other matter are subject to denial
• Items with piling may be subject to denial
• Items with strong odors such as smoke, cologne, detergent, scented sprays, body odor, etc., will not be accepted
• Items with markings or other stains (such as deodorant) will not be accepted
• Alphalete hang tags & garment sizing labels must be attached
• Swimwear can be returned if the original liner is still attached. If the liner is detached, it cannot be returned or exchanged for hygiene reasons
• Water bottles, face masks, underwear, bodysuits & socks cannot be returned or exchanged for hygiene reasons

Yes, sale items can be returned as long as they are not marked as "Final Sale" at the time of purchase. Any item marked as "Final Sale" at the time of purchase is ineligible for return or exchange.

Any item marked as "Final Sale" will not be offered Redo free returns at checkout. However, your order will still be eligible for Redo Package Protection which covers lost or damaged packages.

Items marked as "Final Sale" are still covered under our Warranty Policy.

Please contact our customer support team if you need additional assistance or guidance. You can submit a ticket here or you can send an email to support@alphaleteathletics.ca.

At checkout you may see an optional Redo or "Free Returns + Protection" charge. This optional add-on to your order allows you to return eligible item(s) in your order for an exchange, refund or store credit at no additional cost.

In addition to free returns, your order is insured for loss & damage in transit, delivery to wrong address and theft.

Redo also offers the option to have a carrier pick up your return at your doorstep — please note this is an additional charge that is separate from your return label.

You do not need to purchase Redo protection for your item to be eligible for return/exchange but you will be responsible for the cost of your return shipping label.

Any item marked as "Final Sale" will not be offered Redo free returns at checkout. However, your order will still be eligible for Redo Package Protection which covers lost or damaged packages.

Do you need to make a claim? Start your claim via our Returns Portal or submit a ticket to our support team here for assistance.

All items are subject to "Final Sale" during seasonal & site-wide promotions. Any item marked as "Final Sale" at the time of purchase is ineligible for return or exchange.

Any item marked as "Final Sale" will not be offered Redo free returns at checkout. However, your order will still be eligible for Redo Package Protection which covers lost, stolen or damaged packages.

Items marked as "Final Sale" are still covered under our Warranty Policy.

Please contact our customer support team if you need additional assistance or guidance.

Please allow our team 7–10 business days to inspect & process your return/exchange after it has been delivered to our warehouse. If your return has not been processed within that timeframe, please contact our support team so we can assist you with urgency. If you are making an exchange, please allow our team 7–10 business days to inspect & process your return before your exchange order is created/dispatched.

Refunds

• After your return has been processed & approved, the cost of the returned item(s) will be refunded to the original payment method used at checkout.
• Refunds typically take 3–5 business days to process after your return has been approved.
• Please note that return label costs are deducted from the total refund amount for the item(s) being returned unless your return was self-shipped or Redo "free returns"/"free returns + protection" was purchased at the time of checkout.

Exchanges

• Exchanges are only available for an alternate size of the same product and color.
• The option to exchange will automatically populate in our Returns Portal during the return process.
• If the requested size is out of stock, a refund for the returned product(s) will be issued instead.

Please ensure you are returning your order to the correct store — these instructions are for orders from our CA site: alphaleteathletics.ca. We are not able to accept returns for orders placed on our US site (alphaleteathletics.com), UK site (alphalete.uk) or EU site (alphalete.eu) at this time.

Alphalete does not cover the cost of return shipping at this time. If you purchased Redo "Free Returns + Protection" at the time of your order, your return shipping label cost is covered — allowing you to return any eligible item(s) in your order for an exchange, refund or store credit at no additional cost.

If you did not purchase Redo "Free Returns + Protection", the cost of your return label can be deducted from the balance of the product(s) you are returning through our returns portal OR you can self-ship using the instructions below.

Ready to make a return? Start here!

1. Initiate your return or exchange by generating a return merchandise authorization (RMA) via our returns portal.
2. Select the item(s) you would like to return from your order & the reason for your return.
3. Include a slip of paper with your order number & any additional information regarding your item(s) that you would like to provide us.
4. Print your pre-paid shipping label from our returns portal or send your package back via the carrier of your choice to the address below.

CA Return Address:

Alphalete Athletics
35 Anatolian Dr
Woodbridge, ON L4H 5G7
Canada

Alphalete is not liable for returns that are lost or damaged due to improper handling/packaging. We recommend that all self-shipped returns/exchanges are sent via a trackable method — please keep your return receipt & tracking until your refund is processed.

In the event that your returned item is denied, you will be notified via email — your item will then be shipped back to you within 4–7 business days at no cost to you. Your denial email will outline any options regarding re-inspection of the item — if your item still does not comply with our returns standards after 2 consecutive returns it will be donated on your behalf.

We have a 90-day Warranty Policy that covers all items on our sites! Each product's warranty begins after your package has been delivered. Items deemed defective by the manufacturer or damaged within the policy timeframe are covered.

In the unlikely event that you've received an incorrect item, are missing an item from your order or an item is damaged in any way, please submit a ticket to our support team here or send an email to support@alphaleteathletics.ca (see "Orders" for more information).

Failure to communicate any damaged or defective items to our support team prior to returning will lead to your item(s) being subject to our returns policy & standards, along with any costs that may be associated with a denied return.

If you experience any of the following issues, they may be covered under our warranty policy:

• Holes
• Rips/tears
• Logo/Label issues
• Manufacturing Errors
• Missing features
• Limited one-off occurrences (subject to approval)

Dye Process Disclaimer: All of our pieces undergo a dip dyeing process to obtain the Alphalete exclusive color palettes. Dyes may slightly alter the fit or feel of the material — this might impact the compression or the stretch of the fabric. Therefore, items of the same style may vary slightly between colors.

Color Variations: The combination of pigments used to create each color may alter the color of the item in different lighting. Different styles with the same color name may vary in shade, as the dye can take differently to different fabrics. Although we do our best to display each item & color in the most accurate way, items displayed in studio lighting may vary slightly from indoor or natural lighting. We are not responsible for any misconceptions caused by customizations in the color display of the devices used to browse our site.

Please note that some product descriptions share possible variations in fit/feel across colors.

Sheerness & Care Guide: We do not consider sheerness to be a defect, therefore any unwanted item(s) due to sheerness must be processed as a return within the normal timeframe & must be eligible to be returned. Please note that some pieces may include information regarding sheerness at full stretch in the description.

Care Guide: Each product page lists the care guide for the item. Failure to follow the care guide may void the Warranty Policy.

This policy was made effective on April 16, 2022. Please contact our support team if you have any questions or if you require assistance.

We are proud to stand behind the quality of our pieces, including those that are discounted or marked as "Final Sale". All items purchased directly from Alphalete Athletics are covered under our 90-day Warranty Policy.

Please note that items marked as "Final Sale" at the time of your purchase are not eligible for Redo Free Returns and cannot be returned or exchanged if they are not covered under our Warranty Policy.

Not sure if you are covered? Reach out to our support team for assistance!

Our CA site currently ships to domestic residential addresses within Canada — available locations can be seen at checkout.

Alphalete has 4 different websites & distribution centers to best serve our customers worldwide. We recommend shopping through the website associated with the region you would like your order sent to — otherwise, your order may be subject to customs fees/taxes based on the retail value of the package. These fees are not determined or covered by Alphalete and are beyond our control.

• US site: alphaleteathletics.com
• CA site: alphaleteathletics.ca
• UK site: alphalete.uk
• EU site: alphalete.eu

If you are shopping from outside of Canada, we recommend shopping from our UK site, as our UK warehouse caters to shipping to the rest of the world.

Shipping Options & Policies

Shipping options are dependent upon your location — available options will automatically populate at checkout after you enter your shipping address.

Shipping timeframes do not include the warehouse fulfilment timeframe. Business days exclude weekends & holidays.

Free standard shipping on domestic orders over $165 CAD.

Forwarding Addresses

Our CA warehouse only ships to domestic residential addresses — these locations can be seen at checkout. We strictly prohibit the use of forwarding addresses on orders from our CA website.

If you cannot see your country or shipping location at checkout, we recommend visiting another one of our websites:

• US site: alphaleteathletics.com
• UK site: alphalete.uk
• EU site: alphalete.eu

If we detect a forwarding address is in use, your order is subject to immediate cancellation. If an order using a forwarding address is fulfilled, Alphalete is not liable for lost/missing orders.

By accepting our terms & conditions, the customer agrees that if a package is lost/stolen during transit, we cannot/will not replace goods unless the customer purchased Redo Package Protection at checkout for the impacted order. To add package protection, go back to your cart & toggle "on" the button above the checkout button.

Customers that do not purchase package protection will need to initiate a claim through the courier associated with their order.

Have you received a delivery notification?

No — start by following "How do I track my order?"

Yes — see below:

If your order is marked delivered but you do not believe you have received it — we suggest double checking around your property, mailbox, front desk/package locker area and with neighbors first.

• Couriers recommend waiting an additional 5 business days for delivery after you receive the "delivered" notification — it is very common for packages to be delivered a few days after being marked as delivered.
• Forwarding Addresses: We strictly prohibit the use of forwarding addresses on orders from our CA website. If an order using a forwarding address is fulfilled, Alphalete is not liable for lost/missing orders.

If you purchased Redo package protection, you can initiate a claim in our Redo portal.

If you still have not received your package, you need guidance on next steps or if you have questions about making a claim, please contact our support team within 15 days of the marked "delivery date".

You will receive an email with a tracking number when your order has been packed at our warehouse. This email is sent after the initial order confirmation — your tracking number & tracking link can be found in your shipping confirmation email.

If you are having difficulty finding your tracking number or if you have any questions, our customer support team is available to assist.

The warehouse fulfilment timeframe is the amount of time that you should anticipate before your order is shipped out.

Our fulfillment timeframe is separate & in addition to the delivery timeframe associated with the shipping method chosen at checkout. There may be delays during transit that are beyond our control — we suggest contacting the shipping courier for any questions you may have regarding delivery.

Our current fulfilment time frame is provided in your order confirmation. If there are any delays or issues with fulfillment after your confirmation email is sent, we will communicate with you accordingly.

We aim for all orders to be fulfilled within 5–7 business days — this is subject to increase to 10–15 business days during high volume events such as Black Friday or our Birthday Sale.

After your order has been packed, it is collected by the associated shipping courier from our warehouse & you will receive an email with a tracking number.

Canadian shoppers, we have great news: no more customs fees! Please make sure you are shopping from our CA website (alphaleteathletics.ca), as our other websites & distribution centers are located outside of Canada where customs fees may still apply.

If you require a more detailed outline of what to expect when your package arrives in your country or if you have questions regarding a bill you have received for import fees/taxes, please contact your local customs office or the courier that you received the bill from.

We recommend shopping through the website associated with the region you would like your order sent to in order to avoid customs fees or import tariffs.

• US site: alphaleteathletics.com
• CA site: alphaleteathletics.ca
• UK site: alphalete.uk
• EU site: alphalete.eu

If you need assistance selecting the best site to place your order or anything else, please contact our support team here.

We currently accept the following payment methods:

• Visa, MasterCard, American Express, Discover
• PayPal
• Apple Pay
• Google Pay
• Sezzle
• ShopPay
• Gift Card (Alphalete Athletics)

If you need to return or exchange an order placed on a Visa Gift Card, any refund issued will automatically go back to the card used at checkout. If the gift card was disposed of after using & funds are unable to be accessed, this is the responsibility of the customer, not the responsibility of Alphalete. We do not currently recommend the use of Visa Gift Cards.

Alphalete Athletics Gift Cards are only valid on the website they are purchased from. For example, a gift card purchased from alphaleteathletics.ca can only be used on our CA site.

Gift Cards purchased online are unable to be used in our retail location at Alphaland Gym.

If you are unsure what currency or site your gift card is associated with, please reach out to our support team for assistance.

Note: We are unable to apply gift cards and discount codes to an order once it is placed.

Yes you can use multiple gift cards on a single order — there are no restrictions whatsoever!

Note: We are, however, unable to apply gift cards and discount codes to an order once it is placed.

If your gift card is not working, first, be sure you are using the correct site — Alphalete Athletics Gift Cards are only valid on the website they are purchased from.

We recommend copy/pasting the gift card's code exactly as shown, if possible — no extra spaces or characters.

If your gift card is still not working, please contact our support team for assistance.

If you paid fully with a gift card: The refund amount will be credited to the same gift card you originally used after your return/exchange is processed.

If you paid partially with a gift card: The refund amount will be credited to the gift card used on the order first. Any remaining amount will then be refunded to the other form(s) of payment used on the order.

If you no longer have your original gift card code or require additional assistance, please contact our support team here.

We offer a number of ongoing discounts & run seasonal sale promotions throughout the year.

We are proud to offer 10% off to those who serve, protect & educate. To begin receiving this discount — first responders, military personnel & students must verify their eligibility via VerifyPass here.

Our Athlete & Affiliate codes are another way to receive a 10% discount year-round, while showing support to your favorite members of our roster. Discount codes associated with athletes & affiliates are promoted by each individual. The discount percentage is subject to change during promotional periods. Athlete & Affiliate codes cannot be applied retroactively.

For information about restocks, upcoming launches & sales and exclusive discounts, we recommend signing up for our newsletter + following us on Instagram (@alphalete).

Note: we are unable to apply promotions or discount codes of any sort to an existing order.

You are able to use a redemption code & qualifying discount code together.

Example: Your order of $170 CAD before tax qualifies for free shipping & you also have an athlete code for 10% off.

Typically, we will clearly outline if a promotion or discount code is unable to be stacked with other discounts or sales. If you are unable to combine 2 different discount codes at checkout, we recommend choosing the one that suits your particular order best.

If you are unable to combine 2 different discount codes at checkout & believe this to be an error, please contact our support team for assistance.

Note: We are unable to apply gift cards and discount codes to an order once it is placed.

Discount codes are subject to change or deactivation at any time, for varying reasons. If a code is not working, it may no longer be active or available.

Discount codes must be entered accurately, without extra spaces or characters.

Some discount codes are dependent upon eligibility (Example: If a discount code is for 20% off orders of $200 CAD or more, your order must be $200 CAD or more before tax to qualify for the discount).

Some discount codes are region or customer specific, please ensure that the code you are trying to use was issued to you on the site you are shopping.

If your discount code is unable to be used at checkout & you believe this to be an error, please contact our support team for assistance.

It's very easy to join our loyalty program & begin earning points — just create an Alphalete account on the site you are shopping & ensure you are logged in at the time of purchase.

You'll earn between 1 - 1.5 points for every $1 spent on eligible purchases depending on your tier status. You can also rack up bonus points by completing activities such as leaving a review, following us on social media, donating to charity at checkout, or signing up for text alerts.

Visit our dedicated loyalty program page to create an account & see all the ways to earn points: alphaleteathletics.ca/pages/membership.

At this time, our loyalty program is unique to each region & rewards can only be redeemed on the site associated with your account. If purchases are made from multiple regions, you will need to create a new account on each site individually to accumulate points. Any points accumulated on separate sites cannot be transferred or combined.

NOTE: you must be logged into your Alphalete account at the time of checkout to receive points for your order — points cannot be applied retroactively once an order is placed.

Points will be credited to your account within 24–48 hours of your order shipping.

Points are automatically converted into store credit & can be applied to future purchases during checkout.

To redeem your points, log in to your account & select an eligible reward at checkout.

Points cannot be combined across accounts. To make the most of your rewards, we recommend keeping your purchases under one email/login.

If purchases are made in multiple regions, you will need to create a new account on each site individually to accumulate points. Any points accumulated on separate sites cannot be transferred or combined.

NOTE: you must be logged into your Alphalete account at the time of checkout to receive points for your order — points cannot be applied retroactively once an order is placed.

Your points will remain valid as long as your account is active/in-use.

We encourage customers to use points as they accumulate them & will send you reminder emails to ensure you are making the most of the rewards you have earned!

Any points that were earned during your purchase will be adjusted to account for returned items.

If you paid for your order (fully or partially) using points, the points redeemed will be reimbursed to your account after your return is processed & accepted.

Please contact our support team with any questions or concerns regarding the points on your account.

You can view your current tier & points balance by logging into your Alphalete account.

Your tier is based on the total amount spent — as soon as your account reaches the required total spend threshold, your tier will automatically update & new benefits will be unlocked instantly.

Your tier status & associated benefits are valid for 12 months from the date of your qualifying purchase.

If you have any questions regarding your tier status or points, please review tier eligibility on our Loyalty Program page or reach out to our support team for assistance.