ALTRAE – Frequently Asked Questions (FAQ)

We send all information related to your purchase via email, including order confirmation and tracking details.

1. How long does it take for my order to arrive?

Answer:
The average delivery time is 3 to 7 weeks after shipment, depending on the destination and customs processing.

2. Where are the products shipped from?

Answer:
ALTRAE represents manufacturers and suppliers located in Europe, China, the United States, and the Netherlands. The shipping origin depends on the product selected.

3. Can I pay in installments using bank transfer?

Answer:
Installment payments are available only via credit card. Bank transfer payments are accepted as a one-time payment only.

Important:
Bank transfer payments can be made at any authorized banking institution.

4. Can I pick up my order in person?

Answer:
No. All orders are shipped via postal services or authorized carriers. In-person pickup is not available.

5. I purchased multiple products but received only part of my order. Is this normal?

Answer:
Yes, this may occur. Some products may be shipped separately when they come from different suppliers.

In such cases, you will receive multiple tracking numbers, allowing you to track each shipment individually. Since packages are processed separately by customs authorities, delivery times may vary.

6. What happens if my delivery is delayed?

Answer:
While delays are uncommon, they may occur due to factors beyond our control. All shipments are monitored daily.

If, for any unforeseen reason, the product is not delivered within 90 business days from the shipping date, ALTRAE guarantees a 100% refund, in accordance with our Shipping & Delivery Policy.

By completing a purchase on our website, the customer agrees to all terms and conditions established by ALTRAE.

Sincerely,
ALTRAE Team