Frequently Asked Questions
Discover you question from underneath or present your inquiry from the submit box.
I have not received my order, what should I do?
You can track your order by checking the shipping information in your order details page.
If your order does not arrive within 15 days after guaranteed time, please Contact Us. If the problem is caused by the seller, the seller should provide compensations to you.
The following situations are not included:
Due to factors within your control (i.e. receiver is not at home, providing the wrong shipping address, changing order information, etc.)
Due to exceptional circumstances outside the seller’s control (i.e. natural disaster, government actions, social events, etc.)
Can I change the delivery method after I place the order?
If you want to change the delivery method, you can communicate with the seller via messages about this.
How long do I have to request to return the item(s) for a refund or exchange?
You may apply for a return for a refund or exchange up to 15 consecutive days AFTER confirming the receipt.
Which situation can I request a return for a refund or exchange?
Failed to deliver on time / Order not received/ Not as described/ Defective goods/ Fake goods, and etc. Please note that a reason must be specified to request a return for a refund or exchange.
What is guaranteed order processing time and delivery time?
Shipping from U.S. Warehouse For business express: Two (2) working day processing time + 15 day delivery time.
For other express (truck or truck and business express mixed): Four (4) working day processing time + 25-day delivery time.
Shipping from Manufacturer By sea: Seven (7) working day processing time + 60 day delivery time.
By air: Three (3) working day processing time + 20 day delivery time for business express/30 day delivery time for regular express.
When will I receive the refund?
Once your refund request has been approved by seller, you will see the refund as a credit approximately 5-10 business days later, depending upon the bank. If you don’t receive the refund on time, please feel free to Once your refund request has been approved by the seller, and the seller has received your return, you will see the refund as a credit approximately 5-10 business days later, depending upon the bank. If you don’t receive the refund on time, please feel free to contact us.
I am not satisfied with the seller's solutions, what can I do?
You can contact us for help. We will mediate between you and the seller to help you find a solution.
How to use a coupon?
If you have valid coupons, you may select one or input the coupon code on Shopping Cart page before checkout. Once you click Place Order, it means the coupon will be used.
a) The coupon won’t be returned once it’s used, even if you cancel the order or apply for a refund.
b) If you return any of the items purchased with a coupon, the coupon discount or value will be subtracted from the return credit.
Why can't I use my coupons?
The possible reasons you can’t use the coupons:
1. The coupon you choose has expired.
2. The coupon code you input is incorrect.
3. Your order doesn’t qualify for using coupons, such as, your order doesn’t meet the required minimum amount, or the coupon is only available for certain products, and etc.
How I am informed if there are promotions on Altamirltd.com?
Please visit our site regularly to check the promotions directly. And for some deals we’ll keep you updated with emails, please also pay attention to your emails to gain the information.
What should I do if my card payment has failed?
Please check the following if your card payment failed:
1) Please make sure you have paid with Visa, MasterCard, Discover, JCB, Diners Club or American Express.
2) Your card may be expired or your payment exceeded your card’s limit, if this is the case, please contact your card issuer for resolution.
3) If there is an error notice on the checkout page, please try to check your card information and pay again. If this still doesn’t work, please try another card or another browser.
Why has my order been closed because of security reasons?
All payments on Altamirltd.com will go through a verification process. To protect your account we will cancel your order and payment if we discover a risk.
In situations like this, some banks will decide to put your payment on hold. The money will be transferred back to your account, how long this takes mostly depends on your bank. For more information, please contact your bank.