Refund policy

Last Updated: November 4, 2026

At Altvorn, customer satisfaction is important to us. We want you to feel confident when shopping with us. If you are not completely satisfied with your purchase, we offer a straightforward 30-day return policy.

Please review the following policy before requesting a return or refund.

1. Return Eligibility

We accept return requests within 30 days from the date your order is delivered.

To qualify for a return, the following conditions must be met:

  • The item must be unused, unworn, and in its original condition.

  • The item must be free from damage, stains, odors, or signs of wear caused after delivery.

  • Original tags, labels, and packaging must be included whenever originally provided.

  • Proof of purchase or your order number must be provided.

Hats that have been worn, washed, altered, or damaged after delivery are not eligible for returns due to a change of mind.

2. How to Request a Return

All returns must be authorized by our customer service team before being shipped back.

To request a return, please contact us using the following information:

Store Name: Altvorn
Email: altvorn@vipcareo.com
Phone: +1 334-529-2616

Please include the following information in your return request:

  • Your order number.

  • The name or description of the item you wish to return.

  • The reason for your return.

  • Photos of the item, if it arrived damaged, defective, or incorrect.

Our customer service team will review your request and provide return instructions, including the authorized return shipping address.

Important: Our business mailing address is not a product return warehouse. Please do not send returned merchandise to our business address without receiving an authorized return address from our customer service team.

Returns shipped to an unauthorized address may experience processing delays.

3. Return Shipping Costs

For returns due to personal preference, such as ordering the wrong style, color, or simply changing your mind, the customer is responsible for the return shipping costs.

Altvorn will cover reasonable return shipping costs when an item is:

  • Damaged upon arrival.

  • Defective or faulty.

  • Incorrectly shipped due to our fulfillment error.

For damaged, defective, or incorrect items, please contact our customer service team before returning the merchandise. We will provide instructions for resolving the issue.

Original shipping charges are non-refundable for returns resulting from a change of mind or personal preference.

No restocking fees are charged.

4. Refund Policy

Once your returned item has been received and inspected, we will notify you of the refund approval status by email.

Approved refunds will be issued to the original payment method used for the purchase.

Please allow 5–10 business days after return inspection and approval for us to process your refund.

Depending on your bank, credit card issuer, or payment provider, additional time may be required for the refund to appear in your account.

Refunds will include the approved amount for the returned merchandise and applicable taxes. Original shipping charges are not refunded for customer-requested returns.

If your refund has not appeared after the expected processing period, please contact us at altvorn@vipcareo.com.

5. Exchanges

We accept exchange requests for eligible items within 30 days of delivery.

If you would like a different style or color, please contact our customer service team with your order number and the details of the item you wish to exchange.

Exchanges are subject to product availability and approval.

If the requested replacement item is unavailable, we will assist you with an alternative solution or an eligible refund.

6. Damaged, Defective, or Incorrect Items

Please inspect your order upon delivery.

If you receive an item that is damaged, defective, or different from what you ordered, contact us promptly at altvorn@vipcareo.com.

Please provide:

  • Your order number.

  • A description of the issue.

  • Clear photos showing the problem.

After reviewing your request, our customer service team will provide instructions for a replacement or refund.

Altvorn will cover the return shipping costs for confirmed damaged, defective, or incorrectly shipped merchandise.

7. Order Cancellations and Changes

If you need to cancel or modify an order, please contact us as soon as possible.

Orders placed before 5:00 PM Central Time (CT) are submitted for processing on the same business day.

Orders placed after 5:00 PM Central Time (CT) are submitted for processing on the next business day.

Order changes and cancellation requests can only be accommodated before the order enters the fulfillment or shipping process.

Once an order has been shipped, it cannot be canceled. You may request a return according to our return policy after delivery.

8. Customer Service Hours

Our customer service team is available during the following hours:

  • Monday – Saturday: 9:00 AM – 5:00 PM

  • Sunday: Closed

  • U.S. Federal Holidays: Closed

Time Zone: Central Time (CT), United States.

We observe Central Standard Time (CST, UTC-6) during standard time and Central Daylight Time (CDT, UTC-5) during daylight saving time.

Customer inquiries received outside business hours, on Sundays, or on U.S. federal holidays will be addressed on the next business day.

9. Contact Information

For return requests, refund inquiries, exchanges, or other customer service questions, please contact us:

Business Name: Altvorn

Business Address:
45 Dry Creek Spur
Midway, AL 36053
United States

Email: altvorn@vipcareo.com

Phone: +1 334-529-2616

Customer Service Hours:
Monday – Saturday, 9:00 AM – 5:00 PM Central Time (CT).
Sunday: Closed
Please note that the business address listed above is for business correspondence only and is not a merchandise return facility. Customers must contact our customer service team to obtain an authorized return shipping address before sending any merchandise back.

Thank you for shopping with Altvorn. We appreciate your business and look forward to serving you.