Customer Service
Island Alpaca Co. is committed to offering the highest quality merchandise and customer assistance. We make every effort to exceed our customers' expectations and are pleased to assist. We welcome your comments and questions.
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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.​
Shopping & Ordering Information
Placing Your Order:
It would be our pleasure to accept your order via our secure on-line check-out process. 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.
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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 photographic error, typographical error, or error in pricing information received from our suppliers, Island Alpaca Co. may cancel any orders placed for a product listed at the incorrect price. We also have the right 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.
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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
Coupon Codes Issued Prior to May 1, 2026
For any of our customers that have unused coupon codes prior to May 1, 2026, and are having trouble implementing the code, please call us during business hours at 1-508-693-5554 to redeem.
U.S. Shipping & Handling Services
Orders are processed and shipped within 3 business days, and most often, within 24 to 48 weekday hours, for all in-stock items. You will be notified if any items are on back-order and any "out of stock" products. Ship times may vary depending on your zip code. You will receive a tracking number once the item is shipped.
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Regular USPS Ground Advantage (3-5 business days from ship date): Orders up to $49.99 will be charged $12.00; orders $50.00 to $99.99 will be charged $15.50; and orders of $100 or more will have FREE shipping. ​
Priority USPS (2-4 business days from ship date): Orders up to $49.99 will be charged $15.00; orders $50.00 to $99.99 will be charged $18.50; and orders of $100 or more will be charged $21.50.
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Priority-Express USPS (1-2 business days from ship date): Orders up to $49.99 will be charged $36.00; orders $50.00 to $99.99 will be charged $39.50; and orders of $100 or more will be charged $42.50.
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Overnight Shipping (UPS): Please inquire for a custom quote by calling 1-508-693-5554, as pricing depends on the time of day the order is placed and the destination.
Exclusions: Shipping of Alpaca Fertilizer, Framed Print/Art, and Spinning Wheels. We will contact you with a quote before processing your order for any of these items.
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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 an environmentally friendly farm. Your products may be shipped using recycled boxes in an effort to reduce environmental impact.
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International Shipping Services: Island Alpaca Co. products are only available for purchase and shipment within the United States. No international shipping is available.
Return & Exchange 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 an 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.
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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.
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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, of the current year. 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 $15 restocking fee to cover shipping/handling.
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You may exchange/return items to the address below. However, they must be prepaid; we regret we cannot accept C.O.D. deliveries. Tracking and insuring your exchange/return is suggested.
Please ship all returns to
Island Alpaca / Returns
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.
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Once a return is received, a coupon code will be issued and sent to you by email, and you can repurchase on our site, or at our farm store location.