Frequently Asked Questions
Need help with your Alternative Archery Global order? Here are answers to some common questions.
Ordering and product advice
Arrow cutting service
Sorry, we do not currently offer an arrow shaft cutting service, as the person who carries out this work for us is off work due to health issues. We hope to restart this service when they return to work.
Which store should I use if I am in the United Kingdom?
UK customers should use our dedicated UK store.
Which store should I use if I am in the United States?
US customers should use our dedicated USD store.
Are special-order products held in stock?
Special-order products are not held in stock. Being available to purchase does not mean an item is in stock. Refer to the stock-status notice on the product page. For special-order availability and lead times, email sales@alternativess.com or ask our team through the store chat.
How can I check whether a product is right for my equipment?
Please check the product description and selected options carefully. If you are unsure about compatibility, contact us before ordering with the product name and details of your current equipment.
How can I check availability or the expected dispatch time?
Check the information on the product page. If you need an item for a particular date or want to confirm availability, contact us before placing your order and include the exact model and options you need.
Can I request a change to my order?
Contact us as soon as possible with your order number and the change you would like to make. Please do not assume a change has been made until we have confirmed it.
Delivery and order enquiries
When will service to EU countries resume?
Service to all EU countries will resume shortly. Thank you for your patience.
Where can I get an update on my order?
Contact us with your order number and the email address used at checkout so we can look into your enquiry.
Can I collect my order from your office?
Sorry, collections are not available from our Cropthorne office address.
What should I do if my item arrives damaged or incorrect?
Please inspect your order when it arrives and contact us immediately if an item is damaged, defective or incorrect. Include your order number and details of the issue.
Canadian customers
Is Canadian tax charged at checkout?
GST/HST is charged at checkout on applicable orders shipped to Canada. We do not currently collect separate provincial sales tax (PST) at checkout. If you believe you have been charged the same tax again on delivery, please contact us with your order number and a copy of the carrier’s invoice so we can assist.
Returns
How do I request a return?
Email sales@alternativess.com or use our in-store chat before sending anything back. Please include your order number and details of the item you would like to return. Please read our refund policy for the return process, conditions and item-specific exceptions.
Where can I find information about refunds?
Our refund policy explains how returns are assessed and how approved refunds are processed. For help with a return or refund, email sales@alternativess.com or use our in-store chat.
Contact us
How can I get help with another question?
Email sales@alternativess.com or use our in-store chat. For an existing order, include your order number. For a product enquiry, include the product name, required options and any relevant equipment details.