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Customer Service

Island Alpaca Co. is committed to offering the highest quality merchandise and customer assistance. We make every effort to exceed our customer's expectations and are pleased to assist. We welcome your comments and questions.

Please contact Island Alpaca to let us know how we can help; it is best to contact us by email, at info@islandalpaca.com or by calling 1-508-693-5554, seven days a week, 10 am to 4 pm, and evenings, by chance. (Eastern Time Zone) If a representative is not available, it is best to contact us the following day.

Placing Your Order:

It would be our pleasure to accept your order via our secure on-line check-out process. Free shipping online only for orders over $100. You may also call Island Alpaca Co. and a customer care representative is available to assist seven days a week, 10 am to 4 pm (Eastern Time Zone). Shipping/handling charges for all telephone orders are a minimum of: $12.50 for any order total.)

Method of Payment:

MasterCard, Visa, Discover and American Express accepted.

Terms of Purchase:

Island Alpaca Co. will amend errors or update product information at any time without prior notice. In the event a product is listed at an incorrect price due to photographical error, typographical error, or error in pricing information received from our suppliers, Island Alpaca Co. may cancel any orders placed for product listed at the incorrect price. We also have to refuse or cancel any such orders whether or not the order has been confirmed and your credit card charged. If your credit card has already been charged for the purchase and your order is canceled, Island Alpaca Co. will issue a credit to your credit card account in the amount of the incorrect price. If we do need to cancel your order, we will keep you fully informed and try to offer you an alternative choice, if appropriate. We will not send you substitute items without your consent. While we diligently strive to fulfill all our orders as efficiently as possible, we cannot promise that the items featured will be permanently available.

Special Requests and Custom Orders:

Should you have an interest in an item that you had seen in the Island Alpaca Farm Store, that is not yet offered on our site, or an item that is not offered in the size or color you desire it may be possible to place a special order. Please phone customer assistance 7-days a week, at 1-508-693-5554 during regular business hours, and we will do our very best to accommodate you.

U.S. Shipping and Handling Services:

Orders are processed and shipped within 3 business days, and most often, within 24 to 48 hours, for all in-stock items. You will be notified if any items are on back-order and any "out of stock" product. 

Orders up to $50 will be charged $7.50 for shipping and handling, orders $50.01 to $99.99 will be charged $12.50, and orders of $100 or more, will have FREE First Class or Parcel Post USPS shipping and handling. Priority and Express mail is additional. (Shipped in the continental USA only). 

The following USPS services are available: Parcel Post (3-5 business days from ship date).
Additional charges would apply for USPS Priority (2-3 business days from ship-date), Express (1-2 business days from ship-date).

At check-out to to add USPS Priority or Express, Shipping check the box that applies and you agree to the following:

USPS Priority: In addition to the base shipping and handling charge, we will add 5% of order total ($5 minimum) after check out. USPS Express: We will add 35% of order total ($37.50 minimum). Please send along a request with your order in the NOTE section at checkout, confirming your interest for special shipping such as Priority or Express and we will adjust the shipping fee accordingly. For USPS International Shipping we will contact you by email with a quote within 24 hours.

Exclusions: Shipping of Hay Saver Feeder Grates, Alpaca Fertilizer, Light Fixtures, Framed Print/Art and Spinning Wheels. We will contact you with a quote before processing your order for any of these items.

If you require specific shipping service please specify in the notes before checking out from your shopping cart function. We are happy to accommodate all special requests when possible.

Island Alpaca Co. makes an effort to be environmentally friendly farm. Your products may be shipped using recycled boxes in an effort to reduce environmental impact.

International Shipping Services:

Exchange and Return Policy:

Island Alpaca Co. is dedicated to customers being completely satisfied with their merchandise. We are confident you will be pleased with your purchase. However, should you need to return item because of size, color, or for any other reason, you are welcome to return merchandise, within 15 days of receipt for a full merchandise credit towards your next purchase with Island Alpaca Co. Shipping and handling and gift-wrapping charges are non-refundable.

Any returns must include the name of the purchaser, and be in new, unworn/unwashed condition and accompanied with their original tags in place and invoice.

For Holiday Gift Returns: Island Alpaca will accept holiday gift returns, so long as the above conditions are met. All holiday gift returns must be postmarked by January 15, 2021, Please include your email address so that we may issue a coupon code for merchandise credit. Items ordered that were not charged shipping/handling (orders of $100 or more) will incur a $12.50 restocking fee to cover shipping/handling. 

You may exchange/return items to the address below. However they must be prepaid; we regret we cannot accept C.O.D. deliveries. Insuring your exchange/return is suggested.

Please ship all returns to Island Alpaca Co., 1 Head of the Pond Road, Vineyard Haven, MA 02568. Be certain to include your full name, mailing address, email address and telephone number, and the reason for your return.

Once a return is received, you will be issued a coupon code and sent to you by email, and you can repurchase on our site.

Island Alpaca Farm Store:

Our Gift Shop is virtually brimming with beautiful items from our local knitters, and items from new collections from Peru. From original hand-knit sweaters to beautiful yarns from our Island Alpaca herd. You never know what you'll find as the stock is constantly changing.

Location of Island Alpaca Farm and Farm Store: 
1 Head of the Pond Road, Oak Bluffs, Martha's Vineyard

Mailing address: PO Box 1515, Vineyard Haven, MA 02568

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Thank you for visiting our site! We look forward to sharing with you the wonders of the alpaca!