Thank you for choosing INCAROYAL KNITWEAR, a brand that strives to offer the most sustainable alpaca knitwear. Below you can find the terms and conditions of our shipping policy.

Domestic Shipping

All orders are processed and shipped as follows:

• Orders are normally processed within 1-2 days from the day the order was placed.

• We ship out all orders from Monday through Friday from our warehouse in Santa Fe, NM.

Free shipping is available for all orders over $100, within the entire United States, including APO addresses. Orders under $100 ship out using USPS First Class mail and cost $4-7.

Orders ship from Santa Fe, NM, and typically arrive within 2-5 business days, with some orders taking up to a week ti arrive.

Tracking Info: All orders will ship out using a tracked shipping service, and you will receive an email with your tracking confirmation once the order has shipped. You also can find the tracking information by going into your account and by viewing your orders.

Canada Shipping

Orders that ship out to Canada are subject to duties enforced by the Canada Border Services Agency (CBSA). Duties are not included as part of an order's purchase or shipping cost. The duties are calculated based on the destination address, the value and category of goods. Customers are responsible for paying additional duties. For more information on the CBSA and how duties are calculated, please visit: 

https://www.cbsa-asfc.gc.ca/import/postal-postale/dtytx-drttx-eng.html

NOTE: Orders to Canada take around 5-14 business days, with some taking as long as 21 days. We also plan to offer faster shipping methods for your convenience.

International Orders:

International orders typically are shipped out using either Asendia or an express service such as UPS or DHL. Asendia normally takes 10-21 days, but can take up to 30 days to arrive. DHL and UPS normally arrive within 3-5 days although they can take up to 10-14 days due to custom related delays.

Lost or Damaged Packages

Please contact us right away if you received a shipment that is damaged in any way or if the tracking information shows the package has been delivered even though you haven't received it.

RETURNS AND EXCHANGES

At INCAROYAL, we offer a hassle-free and simple return process. All you need to do is print out a return label that we will provide to you, and select the size you want to exchange your item for. If the item is unavailable in your size, you can also exchange your item for a different product, although you will be responsible for paying the additional cost if there is one.

Returns and exchanges are accepted on all unworn or unused alpaca products, still in new condition with the original tags, within 30 days of the purchase date (for items purchased on our website). Items that are purchased from any other third party seller must be returned through them. Exchanges must be for items of equal or lesser value, and if the item costs more, you will need to pay the difference.

RMA Form

Please click here to download your editable online RMA form that you will include in your return.

Return and Exchange Process

1. Contact Us to submit a request for a return or exchange and to get your return shipping label. Make sure to include your name and order number in the request. Please note that we don't offer return labels for international orders at this time. International customers will need to purchase their own return shipping.

2. Inspect the item to make sure that it is new and unused and with the original tags, and pack the item in a poly mailer or box, using the return shipping label. Also include the RMA number.

3.  Drop off the return at your local shipping store.

4.  Once we receive the return, we will inspect the item to make sure it is new and unused. We will then authorize a refund and you will receive an email confirmation as well. If for any reason there are any issues with the return, we will send an email to you.

5.  If you would like to exchange your alpaca item for a different product, we will inform you the availability of the size and model of your interest.