FAQs

Click on the links below for answers to these frequently asked questions.

 

Contacting us

Shopping

Ordering & Payment

Shipping & Delivery

Returns & Exchanges

Member Registration & Login

Privacy and Security

Questions About Alpaca & Organic Clothing


 

Contacting Us

How can I contact you?

You can conveniently contact us by email or mail. We try very hard to respond to all emails within 24 hours.

Email Us: Click Here

Mailing Address:
Sun Valley Alpaca Co.

Inca Brands Main Office
339 W. Browning Ave.
Fresno CA 93704

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Shopping

I can't find a product. How do I search for it?

A Search box is located directly below the Alpaca photo on the right-hand side the green bar located on every page. Simply enter a keyword or description that you would like to search for such as "cardigan", "Men’s", or "skirt" and click the SEARCH button to the immediate right. A results page will be displayed with the products that match the search that you entered in the Search box.

How do I add items to my Shopping Cart?

On the top of every page in the horizontal green bar is a Category menu. Select a category that you would like to browse by clicking on the category name. Categories, may have subcategories that you can then select to refine your browsing. A products page will be displayed showing an image of the products in that category plus the product names and prices. If there are lots of products for that category, multiple pages will be necessary to display all the products. Click on the Next at the top or bottom of the products page, or select a page number, to move to the next page. You may also sort the featured products by price or by name by selecting the proper option in the "sort by" section, located under the page information on the top right of each page.

When you see a product that you would like to know more about, you can click on its image or product name to see additional information. If you would like to add this item to your Shopping Cart, click on the "Select" box associated with the proper size and a check mark will to select the item, click on the "quantity" box to select the quantity or number of items that you would like to add to your Shopping Cart (one is default). Then click on the "Buy Now" button located under the information box.

Adding items to your Shopping Cart does not commit you to purchasing the items. You always have the opportunity to remove items from your Shopping Cart or to change the size, color and quantify.

Can I change or remove items in my Shopping Cart?

Yes and it is easy. To checkout or change items in your Shopping Cart, click on the Shopping Cart checkout button at the top of each Sun Valley Alpaca Co. page on the left-hand side. This will display a page showing "Items in Shopping Cart". If you wish to change the quantity of an item, simply click on the box in the "Qty" column for the item, enter the new number of items that you would like, and then click on the update quantity button centered at the bottom of the list of products in your Shopping Cart.

If you wish to remove an item from your Shopping Cart, click on the Remove button to the right of the item in your Shopping Cart. If you wish to change the size or color of an item, you will need to remove it from your Shopping Cart and then go back to the product page to reenter the item with the new size or color.

Can I save items in my Shopping Cart and continue shopping another time?

Yes. If you wish to stop shopping and save items that you have already placed in your Shopping Cart, click the "Shopping Cart Checkout" button on the top of the page. Once the Shopping Cart page is displayed, scroll down the page and under the "Select a Delivery Method" information box you will find "Save Shopping Cart as a Wish List." Simply put in your email address and then click on the "Save Shopping Cart" button. The page will refresh and the message: "Your Shopping Cart was saved successfully" will be displayed. A link to your shopping cart will be sent to you and you may return at any time.

You may also send a copy of your shopping cart to another as a wish list, please see below.

Can I send someone items in my Shopping Cart as a wish list?

Yes!. If you would like to create a Wish list you may select items and place them in your shopping cart. Once your items are chosen, simply click the "Shopping Cart Checkout" button on the top of the page. Once the Shopping Cart page is displayed, scroll down the page and under the "Select a Delivery Method" information box you will find "Save Shopping Cart as a Wish List". Simply put in your email address and click to check the box next to "send a copy to" add the email address of the person you would like to receive your wish list and then click the "Save Shopping Cart" button at the bottom of the box. The page will refresh and the message: "Your Shopping Cart was saved Successfully" will be displayed. A link to your shopping cart will be sent to you and your wish list recipient and they may shop at any time.

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Ordering & Payment

How do I order?

Place items that you wish to order from AlpacaUnlimited.com in your shopping cart as described in the shopping section above. To checkout and place an order, click on the Shopping Cart Checkout button at the top of each page. Review the Items In Shopping Cart page for correctness. If you have a Discount Coupon Code, enter it in the Coupon Code box on the lower left and click the Apply button. If all is correct, click the Checkout button in the lower right hand corner to continue the checkout process.

You must now enter your billing and shipping information. If you have previously ordered from AlapcaUnlimied.com then we already have your billing information and you can click the Existing Customer link to sign-in. Review the billing and shipping information to make sure that it is correct. On the lower right side of the page, select the Payment Method (Visa or MasterCard) and click the Continue button in the lower right side to continue the payment process. Review the Order Summary. Enter your credit card number and expiration date and click the Complete Order button to complete the payment transaction.

If I want to change or cancel my order, who do I contact?

If you need to change or cancel your order for any reason after you have completed the online order processing at AlpacaUnlimited.com, please send an email to CustomerService@incafashions.com. If you order has not shipped yet, we will be able to quickly handle any changes that you would like to make. Most orders ship between 24 - 48 hours except on weekends. If you order has already shipped then we will need to do an exchange or refund for your order.

Re-routing is available with associated fees. Please see shipping section below.

What credit cards do you accept online?

We accept VISA, MasterCard, and Discover online at Sun Valley Alpaca Co., www.AlpacaUnlimited.com.

How do I redeem coupons online?

From time to time, we offer special coupons which are easily redeemable online. After you have placed your items in your Shopping Cart, proceed through the checkout process with your coupon code handy. During the checkout process enter the code in the Coupon Code box in the lower left of the Items in Shopping Cart screen and then click the Apply button. Coupon codes are case sensitive; please type the code exactly as it appears on your coupon. Your discount will be applied and you will see the price after your Coupon has been applied.

Can I place an order outside of the continental US or an International order?

Yes! We appreciate all international orders and we ship to customers worldwide. For shipments to Alaska, Hawaii and Puerto Rico an additional $25.00 freight surcharge per order will be added to the standard charges. Additional freight charges for shipment outside of the continental United States will apply and we will give shipping charges to you via e-mail for shipment to countries not listed prior to shipment. Your country might impose an import duty or tariff upon you depending upon country. This is something that is outside our control.

How do I place an order for a gift?

To have your order sent to someone else as a gift, enter their name and address in the Ship To section during the online checkout process. We always wrap our products in a natural tissue paper that is manufactured without harsh bleaches or dyes, or enclose it in a plastic bag to protect it. If you would like, for a nominal charge we can provide a gift box or include a gift card for you. You may select one or both of these options at checkout and can specify if you would like something special written on the card as well.

How do I check my order status?

Within minutes after submitting your order online, you will receive an email confirmation of your order. When your order is processed, (usually within 24-48 hours) you will receive an email confirmation stating that your order has been shipped. If your order was shipped within the U.S. then your email will contain a Fed Ex tracking number so that you can track your shipment. International orders are sent via USPS and appropriate tracking information will be provided as well.

You may check the status of your order anytime by clicking on the "Track Order" title on the bottom of every page within Sun Valley Alpaca Co., or AlpacaUnlimited.com. This page will ask for your order ID and your shipping zip code (the recipient's if not you). Orders showing "In Progress" have not yet been processed and have not yet shipped.

You can select "Click Here to Login to your account" on this page as well and see your complete order history and/or re-order items. This is a very handy page.

And if there are ever any questions about your order, order status and delivery, you can always contact Customer Service via email or phone.

Special Online offers and promotions

From time to time we may offer specials or promotions. The prices of these special offerings are valid only for the time specified, regardless of orders placed near the promotional offering. Refunds or credits will not be applied on orders falling outside the dates of the offering, regardless of date and time proximity. Specials and promotions are for retail consumers only.

To participate in any offer, order(s) must be placed on line and the appropriate order code must be entered into the coupon box on the shopping cart page. The offer will be deducted from your order after the code is applied. Offer's value will not be refunded on a merchandise return. Gift Cards, Gift-wrap and boxes, shipping & handling and taxes do not qualify toward the offer. Offer subject to adjustment due to returns, cancellations and exchanges. Discount cannot be redeemed for cash or used as payment towards any existing account. Offers not valid on clearance merchandise, previous purchases, or with offers that provide discounts to your entire order. For orders outside the U.S., taxes and duties may apply. Offer(s) may be modified or discontinued at any time without notice. Any FREE SHIPPING offer is for the 48 Continental United States only.

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Shipping & Delivery

What are your shipping and handling charges?

Sun Valley Alpaca Co. values you as a customer and to show our appreciation, we ship all U.S. domestic orders via UPS Ground for delivery assurance. Aapplicable shipping charges based on the dollar amount of your order will be applied. Shipping will be via UPS for domestic packages and USPS will be used for all international orders. To find out the rate for your purchase, please see our shopping cart page.

Addresses will be shipped to as supplied by buyer. Any re-routing or delivery changes once the address is made is subject to the associated fees charged by UPS for re-routing. These fees will be passed though. Please insure the address provided is correct. Many customers have PO Boxes or rural route addresses. PO Boxes should not be listed, however in some cases PO Box addresses are rural addresses. Please enter only known valid addresses for delivery.

How are orders shipped?

Orders are shipped via Fed Ex or UPS Ground within the United States and via U.S. Global Priority internationally. Delivery is within 5-7 days in the U.S. and within one to two weeks outside the U.S. depending upon the country and customs.

Is it possible to expedite shipping?

Yes, for delivery within the U.S. you can request Overnight/Next Day or 2 Day Fed Ex or UPS delivery by selecting that option at checkout. You will be billed the retail price by Fed Ex or UPS for this service. By selecting the Overnight or 2 Day shipping, please note that your order will still be shipped within 24-48 hours. Please contact us immediately by phone or email if same day shipping is required. We will make every attempt to accommodate your request.

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Member Registration & Login

Why should I setup an account?

It's free and it's easy. We like to think of it as convenience shopping because it allows you to keep all of your billing and shipping information securely saved in one place. Being registered will also speed up the checkout process for future purchases. And, after you register, you can review the status of all pending orders for your account. Why enter in your information over and over again? It's just one more way to make your shopping experience effortless.

How do I register?

Registering is easy and quick. During checkout when you order from Sun Valley Alpaca Co. you will be asked to sign into your account. If you have not registered before, you will be asked to enter your name, billing and shipping formation. Enter the information once and you are all done! You are now registered with us and your information is secure and private.

You can also sign into your account without going through the checkout process by clicking on the "track order" tab at the bottom of each page within alpacaunlimited.com. Once there, click on the "Click Here to Login to your account" link and see your complete order history.

How do I change my account information?

Each time you order you will have the ability to change your account information; you may also edit or change the ship to information as needed.

What if I forget my password?

If you forget your password, click on the "Forgot Password" tab at the top of the Shopping Cart Page. You will be able to enter your email address and we will email your password to you.

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Returns & Exchanges

Does Sun Valley Alpaca Co. have an unconditional guarantee?

Yes! Sun Valley Alpaca Co. is built upon the fundamental goal of providing beautiful and healthy alpaca clothing that is good for you, society and the world and in giving our customers respect and every consideration. We unconditionally guarantee all of our products and service. If you are not happy with your purchase for any reason, we will be happy to refund or exchange your purchase price within 30 days (4 weeks) of your invoice date. Products must in the condition that you received them, tags attached.

What if I need to return or exchange an item?

If you would like to return or exchange an item, please send it back to us at:
Sun Valley Alpaca Co.
339 W. Browning Ave.
Fresno CA 93704

If you still have it, please include your original Packing Invoice or contact us for another, along with your completed return form, so that we can send the exchange to the correct address or credit the refund back to your credit card.

You can also exchange an item for a different item at Sun Valley Alpaca Co.. If there is a difference in price between the item that you purchased and the item that you would like to exchange it for, then we will refund the difference back to your credit card if the new item is less expensive or charge the difference to your credit card if it is more expensive. Shipping charges on exchanges will be billed to your original method of payment.

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Privacy and Security

What is your privacy policy?

We take your privacy and shopping security very, very seriously. All online shopping is encrypted and Sun Valley Alpaca Co. is hosted in an elite CISP Certified data center. Credit card numbers and information is not stored in any of our on site databases so there are no concerns about someone hacking our systems and getting your credit card information.

We never, ever supply your customer information to anyone. Never. Your name and address are completely safe with us. Your trust is very important to us and we will not violate that trust in anyway. This is our pledge to you.

How will the personal information I submit be used?

The personal information that you enter when you register with Sun Valley Alpaca Co. or when you order is used only to bill and ship your order to you.

Is it safe for me to order by credit card?

Yes. We have taken precautions to insure that your shopping experience is private, safe, secure and enjoyable. This site has security measures in place to protect the loss, misuse and alterations of the information under our control. All customer information (like your e-mail address and credit card information) is transferred using HTTPS (secure http) and SSL (Secure Socket Layer)—meaning, all data is encrypted by your browser and then decrypted by the Web server, rendering the information unreadable.

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Questions About Alpaca & Organic Clothing

What is Alpaca?

The fleece from an alpaca is similar to wool or mohair, but it is softer and silkier and takes much longer to grow; thus it is quite expensive and in high demand. The fleece is shorn from the alpaca much like sheep's wool, without harming the animal in any way, to be made into the finest garments. Between the two types of alpacas: the Huacaya and the Suri, fleece is available in more than 20 different natural colors. Softer than cashmere and lighter, stronger and warmer than wool, alpaca fleece is a luxurious commodity that produces long-lasting lightweight, warm clothing.

What is Hemp?

Hemp is a durable, breathable comfortable fabric similar to linen but softer. It is also UV resistant. Hemp when used, it is of the highest quality and strength. It is machine washable as well. Hemp blends are in the development stages.

What is Tencel?

Tencel is a strong, easy-care fabric made of the cellulose extracted from managed tree farms. This elegant eco-fiber is derived using a non-toxic process, which spins it into a buttery-soft machine washable textile, both luxurious and upscale. Look for Alpaca Tencel blends coming soon!

What is Pima cotton?

Grown primarily in the United State's Southwest and South America, Pima is considered to be one of the superior blends of cotton, and is extremely durable and absorbent. Pima cotton is named after the Pima Native Americans who first cultivated the plant in the US, but its origins date back to its cultivation in Egypt.

What is color grown alpaca?

"Color grown" alpaca contains no dyes but is grown in beautiful natural hues such as oatmeal, honey, chocolate, silver, mocha and more! Alpacas first raised in South America, and now in the USA, are known to grow fiber in over 22 natural colors. Color grown alpaca has become quite in vogue for natural apparel manufacturing.

What is green cotton?

"Green cotton" is conventional grown cotton - that is cotton grown using toxic chemical pesticides and fertilizers. But it is manufactured without the use of conventional chemical-based manufacturing methods. Green cotton is manufactured using organic manufacturing processes.

What does organic really mean and why should I buy organic?

Unlike conventional cotton which is one of the most heavily sprayed industry in the world, organic fibers (such as organic cotton) and natural fibers (such as alpaca) are not sprayed with harmful pesticides, fungicides, herbicides and chemical fertilizers, nor are the scoured or cleaned with harsh chemicals which in turn helps save our water, air and environment as a whole. Organic methods of agriculture and manufacturing are inherently better for our bodies, our homes, our planet and for future generations. Natural and sustainable products are a way to partner with nature to live in balance and in harmony with the planet.

Which natural fibers are offered by Sun Valley Alpaca Co.?

We offer predominately alpaca, however some of our garments also come in a blend of these natural fibers: Alpaca, Pima cotton, hemp, wool, tencel, and silk. We are always exploring new natural and organic fibers such as soy and bamboo and offering them to you as we find manufacturers who manufacture according to Fair Trade principals and practices.

I am chemically sensitive, what can I or can't I wear?

Most people suffering from Multiple Chemical Sensitivities (MCS) can comfortably wear garments made from organic fibers such as cotton or hemp and manufactured under organic garment manufacturing conditions. Depending upon your level of Multiple Chemical Sensitivity, you may need to wear undyed or color grown fabrics. All of our garments in "Natural" color are undyed. Many of our chemically sensitive customers are able to wear most items in our store except those that have Lycra in them. For shipping, we also wrap our unpackaged garments in an tissue paper to protect them from an residues that might rub off from shipping boxes and shipping envelopes.

What kinds of dyes are used in Sun Valley Alpaca Co.' clothing?

Sun Valley Alpaca Co. works with a large selection of the finest clothing manufacturers and mills who use a variety of dyes and dyeing techniques. We always use natural color alpaca grown fibers however man made colors are achieved using standard lye based dyes, but may also include organic techniques such as low-impact fiber-reactive dyes, and organic plant dyes. All our dyestuffs used in production are AZO-Free.

What is Fair Trade?

The Fair Trade Federation (FTF) is an association of fair trade wholesalers, retailers, and producers whose members are committed to providing fair wages and good employment opportunities to economically disadvantaged artisans and farmers worldwide. Fair Trade products range from coffee and clothing to rugs and wall hangings. FTF directly links low-income producers with consumer markets and educates consumers about the importance of purchasing fairly traded products which support living wages and safe and healthy conditions for workers in the developing world. FTF also acts as a clearinghouse for information on fair trade and provides resources and networking opportunities for its members. By adhering to social criteria and environmental principles, Fair Trade Organizations (FTOs) foster a more equitable and sustainable system of production and trade that benefits people and their communities.

Why do some of our garments contain Lycra?

Lycra is used in some garments, mostly socks and active wear, to allow the garment to stretch and move with you. Lycra increases the life of a garment, making it more sustainable. It adds stretch and versatility and contributes to a wider array of fashion fabrications. We add very small amounts to some of our garments in the form of waistbands and other elastic needs order to reach more people with the availability of alpaca and share with them the luxury of this fiber (and other organic textiles). We continue to seek natural fiber additions for future fabrics.

How do I clean my alpaca fiber garments?

Almost everything at Sun Valley Alpaca Co. is hand washable and can be dried flat. Many can be machine washed. Some garments require dry cleaning, especially those combining wool or alpaca fur. We do not recommend putting any items in the dryer. As garments construction varies, so does it's care, so please - follow the care label inside.

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