Refund policy

Refund & Returns Policy

We want you to feel confident when ordering from Altavista Signs. If something isn’t right, we’ll do our best to resolve it quickly and fairly.

🗓️ 45-Day Returns

You have 45 days from delivery to request a return on eligible products.

All returns require prior approval from Altavista Signs before merchandise is shipped back.

🚫 Order Cancellations

Orders may be canceled within 1 hour of placement.

After this period, your order may already have entered processing or production, and cancellation cannot be guaranteed.

Custom, made-to-order, modified, or personalized products cannot be canceled once production has started.

If an eligible standard product has already shipped, the standard return policy applies.

✅ Return Eligibility

To qualify for a return:

  • Product must be unused, uninstalled, undamaged, and in its original condition
  • Product must be returned with its original packaging, components, lenses, inserts, mounting hardware, and accessories, where applicable
  • Return must be requested within 45 days of delivery
  • Return must be approved by Altavista Signs before it is shipped back

Products that have been installed, drilled, cut, engraved, printed, modified, damaged, or otherwise altered after delivery are not eligible for return.

🔁 Exchanges

We’re happy to assist with exchanges when:

  • The product arrives damaged or defective
  • You receive an incorrect product
  • An exchange is otherwise approved by our support team

For size, configuration, or other customer-requested changes, please contact us before returning anything. In some cases, placing a new order may be the fastest solution.

💸 Refunds

Once an approved return is received and inspected:

  • Refunds are issued to your customer credit account or original payment method
  • A 12% restocking fee applies to eligible customer-requested returns and helps cover the original outbound shipping and handling costs
  • Original shipping and handling charges are non-refundable
  • Customer-paid return shipping is non-refundable
  • Approved refunds are generally processed within 5–7 business days after inspection

The 12% restocking fee does not apply when the return is due to an incorrect, defective, or damaged product for which Altavista Signs is responsible.

🚚 Return Shipping

For standard customer-requested returns:

  • The customer is responsible for return shipping
  • We strongly recommend using a trackable and insured shipping method
  • Products should be securely packaged to prevent damage during return transit
  • Returns sent without prior authorization may not be accepted

For damaged, defective, or incorrect products, please contact us within 48 hours of delivery so we can review the issue and provide appropriate instructions.

❗ Damaged, Defective, or Incorrect Orders

If there is a problem with your order:

  • Contact us within 48 hours of delivery
  • Include your order number
  • Include a clear photo of the product as delivered
  • Include clear photos showing the damage, defect, incorrect item, or other issue
  • Please retain the original packaging while your claim is being reviewed

We will review the information and provide the appropriate resolution or return instructions.

🛠️ Custom & Made-to-Order Products

Because many Altavista Signs products may be manufactured or configured specifically for a customer's project, the following are final sale and non-returnable unless defective, damaged, or produced incorrectly by us:

  • Custom-size sign holders or frames
  • Custom configurations
  • Made-to-order products
  • Personalized, printed, engraved, or modified products
  • Products manufactured according to customer-approved drawings, dimensions, specifications, or proofs

Customers are responsible for confirming dimensions, insert sizes, orientation, configuration, and other specifications before approving a custom order.

🚫 Other Non-Returnable Items

The following are also non-returnable:

  • Final sale products clearly identified as such
  • Used or installed products
  • Products that have been drilled, cut, engraved, printed, modified, or altered
  • Products damaged after delivery
  • Products missing original components or parts

📦 How to Start a Return

To request a return, contact Altavista Signs customer support.

Please include:

  • Your order number
  • The product(s) you wish to return
  • The reason for the return
  • A clear photo of the product as delivered, showing its current condition
  • Photos of the original packaging when applicable

For damaged, defective, or incorrect products, also include clear photographs showing the specific issue.

Do not ship a return until you receive return authorization and return instructions from Altavista Signs.

🛡️ Our Commitment

We stand behind our products and aim to handle every request fairly. Sign systems often involve specific dimensions and configurations, so we encourage customers to contact us before ordering if they need assistance selecting the correct product or size.

Customer Support

Monday – Friday
8:00 AM – 5:00 PM

Contact Information

Altavista Signs
1910 Thomas Ave
Cheyenne, WY 82001 USA

Email: sales@altavistasigns.com
WhatsApp: (307) 509-5806

Please do not send returns to this address without first receiving return authorization and return shipping instructions from our support team.