FAQ
Everything you'd want to ask.
Shipping windows, the lifetime warranty, the alpaca science, sock care — the questions that actually come up, answered straight.
Common questions
If it isn't answered here, ask.
Email support@alteraalpaca.com or chat with Mel, our performance advisor, in the bottom-right corner. We read every message.
01How fast do orders ship?
Within 1–2 business days from our Springfield, KY facility. Once your pair ships you'll get a confirmation email with tracking — and you can pull up tracking anytime from your account.
02What does shipping cost?
US orders ship free over $100, otherwise it's a flat $6.95. Canadian shipping is calculated at checkout based on destination.
03Where can I track my order?
Tracking arrives in your shipment confirmation email. You can also see every tracking number under your account → Order history.
04What if I received the wrong product?
Email support@alteraalpaca.com with your order number. We'll make it right — at no cost to you.
05What's the return policy on unworn socks?
30 days from your order date, as long as the socks are unworn and in original packaging. Include your name, order number, and whether you want a refund or exchange. Return address: Altera Alpaca, 190 Industry Drive, Springfield, KY 40069. We recommend a tracked service — we can't replace packages lost in transit.
06How does the lifetime warranty work?
If a pair ever wears out, start a warranty claim and ship them back clean and we'll replace them. No expiration. Full details on the warranty page.
07Why alpaca instead of merino or cotton?
Alpaca fiber is hollow-core, so it regulates temperature in both directions — not just cold. It's lanolin-free, naturally antimicrobial, and softer than merino. The full side-by-side is on the How It Outperforms page.
08How do I care for my socks?
Turn them inside out, wash cold with like colors, no bleach. Air dry or tumble dry on low heat. You don't need to wash after every wear — three days is fine. Some customers go a full week.
09Do you offer a discount on my first order?
Yes — we offer free shipping on your first order. No code required.
10Do you offer a military, first responder, or teacher discount?
Yes — 25% off through GovX. Available to active and former military, military families, first responders, healthcare workers, government employees, and teachers.
11Do you sell wholesale?
Yes — wholesale is handled through our online store. Create an account, email us your reseller certificate or Tax EIN at sales@alteraalpaca.com, and we'll activate your login. See the Wholesale Ordering page for the full process.
12Can I earn loyalty rewards?
Yes — every account earns Paca Points on purchases, reviews, referrals, and birthdays. Points convert to discounts at checkout. See the Earn Paca Points page for the full earning grid.
Still have questions
Talk to a real person.
We answer email fast — usually within a business day. Or chat with Mel for instant help on sizing, care, or warranty questions.