Customer Service


Terms of Sale

  • All orders and shipping charges must be prepaid. Our payment processor is Shopify, which accepts Visa, MasterCard, Discover and American Express. Payment is also accepted by check, and order will be shipped after payment has cleared our bank.
  • We do not do business with anyone under 18 years of age. If you are using our online store to purchase items, you are certifying that you are at least eighteen (18) years old and accountable for the transactions you make with us.

    Altiplano collects personal information such as name, contact information, shipping and billing information, and transaction and credit card information. We may request additional optional information regarding interests, demographics, product experience, contact preferences, etc. Data collected on-line may be combined with information provided off-line. Personal information is used to fill, ship, and bill orders, provide updates on services and benefits, improve our website, and contact customers. Credit card numbers are used only for processing payments and are retained only if the customer elects to establish an account profile on the site. Altiplano may use non-financial information in combination with information from other customers to define our customer base, update/improve our website, or develop new products that would benefit our customers. Collected information may be used for market research or to provide marketing information that would benefit the customer.
  • We charge sales tax on all orders shipped to the state of Colorado.


  • We accept orders via our secure online store, telephone, fax, and mail. Do not e-mail credit card information. Orders are processed in the order received. Expedited shipping can be arranged upon special request and the additional cost for expedited handling will be charged to the customer.
  • If ordering through our online store, the customer will receive an e-mail confirming the receipt of their order.


  • Orders are usually processed the same day they are received and shipped the next day. Friday orders will typically ship on the following Monday. Special request and the additional cost for expedited handling will be charged to the customer.
  • In the event of backordered or out of stock items, the customer will be notified of this status via their mode of ordering. Any payment will be rufunded unless specific arrangements to ship later are made at that time.
  • Orders are shipped Fedex ground or USPS. These charges are automatically figured and billed on the online order and are available to the customer prior to placing the order. We can use other carriers, but less favorable rates are typical. If specific carriers are required for the customer’s shipping address or certain carriers don’t serve your address, it should be noted on the order. Every effort will be made to ship via the cheapest possible route and we will make that recommendation if we are aware of cheaper alternatives.
  • Our shipping policies and charges are based on domestic shipping within the continental U.S. Alaska, Hawaii, and International shipping will be charged based on the individual order and shipping considerations specific to the customer’s address. All customs, fees, special packaging requirements, handling, etc. will be added to the total shipping charges.

Items Lost or Damaged in Shipment

  • All items are insured prior to shipping. Should the customer not receive a shipment or receive a shipment in damaged condition, notification should be made to Altiplano and they will make arrangements with the carrier to replace the item(s) and make shipment.


  • All prices quoted are based on U.S. Dollars. Altiplano reserves the right to correct pricing errors. Prices do not include shipping or applicable taxes.
Returns & Exchanges


Altiplano products may be returned within 90 days of purchase for a full refund of the cost of the garment plus taxes. Altiplano must be notified of the return and authorization for the return received before shipping. The garment must be returned in new condition. Shipping charges will not be refunded. The customer returning a garment assumes responsibility for shipping the return to Altiplano. We recommend tracking and/or insurance.

Returns due to product defect or shipping error from our warehouse will receive, at the preference of the customer, a replacement garment and shipping or a refund of the cost of the garment, any taxes charged, and shipping. Authorization for the return must be obtained from Altiplano prior to shipping. The customer returning a garment assumes responsibility for shipping the return to Altiplano. We recommend tracking and/or insurance.

Care & Maintenance

Care & Cleaning

Our llama fabrics are easy to maintain and clean. Launder as needed following these recommendations to keep your garment looking fresh and new.

  • Wash the garment alone using the gentle cycle of your washer and cold water.
  • Use shampoo for soap (without conditioner).
  • After washing, lay the garment flat and block to dry. (If wrinkles are dried in they may require steaming to remove.)
  • Garments will typically dry overnight.


Our llama fabrics are highly stain resistant. Typically, liquid staining agents such as wine, coffee, blood, etc. will not be readily absorbed by the fabric. Quickly removing the agent with a paper towel or absorbent fabric will leave no trace. If there seems to be a residual staining, flushing the stained area with water for water soluble stains or soapy water for oil based stains will typically remove the last traces. If there are questions regarding the staining agent or proper treatment, please call our office at the listed contact number for recommendations for proper procedure.

Lifetime Guarantee

We’re not satisfied unless our customers are. Altiplano products may be returned within 90 days of purchase for a refund or exchange of any garment. Our garments are durable and guaranteed for the lifetime of the product under normal wear and tear against defects in materials and/or workmanship. We do not cover damage due to misuse or abuse. Altiplano must be notified of any return and authorization for the return obtained before shipping. Contact

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