How do I return or exchange my IntiAlpaca.com order?


We hope you love what you ordered. But in case you don’t—perhaps it’s a little too big or the style just isn’t you—we’ll send you a new size, color, or style, or issue you a quick refund. You have 10 days since the package was delivered to return items.

IntiAlpaca will gladly accept exchanges of new, unworn, unwashed, and unaltered merchandise with all internal garment tags intact with your original receipt within ten (10) days of the date of the delivery

Before returning any item, please request an Return Merchandise Authorization (RMA) to the email cs@intialpaca.com

Items which are returned to us without our approval or a RMA number, will not be accepted.

Please carefully repack your order and ship back to IntiAlpaca.com via a carrier that provides tracking information so that we can verify shipping and delivery

Shipping charges are non-refundable unless the return/exchange is the result of our error.

For exchanges that are not the result of our error, buyer must pay re-shipping costs.

Once your return is received and inspected by our fulfillment center (usually within 3 business days of receipt), your replacement will be processed.

My package was returned back to you. What can I do?

Packages may be returned because they remained unclaimed, the wrong address was specified, etc. We will contact customers whose packages have been returned to our warehouse to arrange reshipment. Items will be re-shipped in the same condition as they were returned to our store. In case a reshipment fee is required, our shop will be unable to cover it, therefore we will require that the customer pay for it. Postage fees for initial delivery are non-refundable.

My package was opened by customs. What can I do?

Some countries may require that packages be opened during customs inspections. Unfortunately, there is nothing our store can do to prevent this and we cannot be held responsible for the actions of customs officials.

The website says my order was shipped but I never received a shipping notification.

Shipping notification emails are not immediately sent upon shipment of an order; they are generally sent within 24 hours. If you are still unable to locate our shipping notification email, please check your spam mail folder and/or ISP/email application setting. Please make sure that your email address can receive emails from our domain (IntiAlpaca.com).

I Only Received One Item, Where Is The Rest?


Occasionally, we need to send your order in two or more shipments. Our shipping charge applies only to the first package shipped. There are no additional shipping charges for subsequent shipments for the same order .

If one item has been received, please know the rest of the order is on the way. Visit intialpaca.com/my-account to track the order.

Who pays for Customs costs?

Since we ship orders throughout the world, it is impossible for us to estimate such costs. Therefore, when you receive your order, Customs or Postal Office personnel will inform you of the costs and the way to get your package released from Customs.

In the majority of the cases these costs are non-existent or very small.

Note: Import charges can vary widely but are most commonly based on the price and type of item, package weight and dimensions, origin country, and the taxes, duties, and fees of the destination country.

What are IntiAlpaca.com’s shipping options?

IntiAlpaca.com offers you three choices for shipping your order: Certified Air Mail , Express Mail Service or DHL . 

1. Certified Air Mail 
Certified Air Mail is a mail service provided the Post Office.

2. Express Mail Service ( EMS ) 
Express Mail Service is a courier service provided by the Post Offices around the world.

3. DHL  
DHL is a courier service company with worldwide coverage

For large volumes or very heavy items we will offer you shipping alternatives (such as Air Cargo) that minimize your shipping cost. 

For more information regarding each shipping method please send us an email to cs@intialpaca.com

How Can I Track My IntiAlpaca Order?

Visit your order to track your order and find order details.

Tracking will be emailed within 7 business days of placing your order.

  • Orders placed on IntiAlpaca.com take up to 7 business days to process
  • Check your spam/junk mail folder for this shipment confirmation (the subject line is “Your Order Has Been Shipped”) if you don’t see the email in your main inbox
  • If you believe that you mistyped your email address during checkout, please contact us

Where is my IntiAlpaca.com order?

We totally understand the excitement of waiting for your IntiAlpaca order to arrive. That’s why we ensure that you can receive your items as soon as you want them.

Once your order is placed, you can check on its status at any time using your account link on IntiAlpaca.com. Use your order number (which can be found in your confirmation email), email address and billing zip code to sign into IntiAlpaca.com for up-to-date info on where your order is in the process. When your order ships, we’ll send you a shipping confirmation email with tracking information – so you can follow your shipment every step of the way.

You can also contact our Customer Service Team.

How do I cancel my IntiAlpaca.com order?

We do try to process all orders as quickly as possible, but we might be able to help if you give us a call. If we’re unable to cancel your order, it will ship as scheduled. But don’t worry – you can return it for any reason within 3 days after the package was delivered, you will have to return the package to us in the same condition you received it, you will only have to pay the shipping costs.


We’re here for you. Contact our Customer Service Team if you need help with your order.