Frequently Asked Questions
- Product Guarantees
- 30-day satisfaction guarantee
At Altra, we want to ensure you have not only the best running experience, but also the best online purchasing experience.
That's why we promise a 30-day satisfaction guarantee on all of our products.
If you are not completely satisfied with your new product within the first 30 days after purchase, we will refund, replace, or exchange your purchase
- Who do you sponsor?
We have a small team of sponsored athletes who work with us. They are chosen not just because they are operating at the highest levels of outdoor performance but also help us develop our products so that all of us benefit from their experience.
- Do you sponsor expeditions with cash?
We do not give cash to any expeditions. We support the Mark Clifford Mountaineering Grant. So if your expedition is exploratory, educational, opening up new areas, benefiting local people. Then the grant may be applicable, applications should be made at. www.markclifford.co.uk
- Do you support expeditions with equipment?
Each year we support a few expeditions with preferential deals on our clothing and equipment. Typically these trips will be “Firsts” in the Greater Ranges or Polar Regions of the world. In return we ask for gear feedback, written reports and top quality, high-resolution photographs of our gear in use.
We will also support trips that offer the chance to get the Mountain Equipment brand exposed to a wider audience. Have a look through the website to see who we have supported in the past, if your plans are similar to these please contact us.
- Do you support charity expeditions?
There has been an explosion of fund raising “expeditions” over the last few years, ranging from a massively over subscribed frenzy to do the Three Peaks Challenge to more esoteric events in all parts of the world.
The owners and staff of Mountain Equipment make charitable donations that they feel comfortable with. We do not support any expeditions because they have a charity aspect to them; they have to fit the other criteria listed above.
- Returns & Repairs
- What is our product guarantee?
All our products are fully guaranteed to the original purchaser against defects in components, materials and workmanship. If the product is found to be defective before use, or fails during use for one of these reasons we will repair or replace it at our own discretion.
This does not cover damage caused by normal wear and tear, accidents or inappropriate use. It does not cover any claims for consequential loses nor does it affect your statutory rights as a consumer that may vary from country to country. All enquiries regarding the guarantee should be made to the retailer from whom the product was purchased.
- I bought in an online auction. Is it still covered under warranty?
The Altra warranty is only applicable to the original purchaser with proof of receipt. You should contact the retailer from whom it was purchased.
- I have a faulty product that I think should be fixed under guarantee?
Take it back to the retailer where you bought the product, most will require a proof of purchase of some sort. The products should be completely clean when you return them. The retailer will decide whether it is a warranty claim and if so will arrange for the item to be repaired or replaced
- Where To Buy
- Can I buy Altra products online?
Our recommended UK online partners are here. We also sell direct from this website. The stockist information for each country gives a list of online stockists.
- How do I find a retailer who stocks a particular product?
Your local dealer will probably special order something for you if you ask them. If you are struggling to find a particular item, email us and we can tell you who has it in stock.
- What are the extra insoles in some of your shoes?
The Support Footbed, similar to a traditional insole, features some arch support and heel sculpting, similar to traditional shoes. The Strengthen Footbed is completely flat and offers less support so you can strengthen the muscles in your feet. In some of our shoes, the Strengthen configuration can be used by simply removing the footbed that comes with the shoe. Our Stability shoes come with a removable Varus Stability Wedge that offers support for those whose feet or legs collapse inward. Unlike traditional stability devices, the Stability Wedge accomplishes this without pushing up in the arch and making the feet weak over time.
- How far can I run in your shoes?
Altra's Zero Drop™ Shoes were built by UltraMarathon runners with all distances in mind. Our core training models are intended to be used for walking and running any distance, from 5k to UltraMarathon distances. They also work great for other athletic activities such as lifting, plyometrics, etc. Because the foot is in its natural position (flat with toes spread), this allows people to go greater distances with added comfort. The cushioned Zero Drop™ platform gives the cushion to go far and the technique and ability to run more efficiently for longer.
- How wide are your shoes?
Due to the FootShape™ design, this is a tough question to answer! Around the toes, the shoes are much wider than the average shoe. However, the shoes are pretty standard width at the ball of the foot, meaning they won't feel wide or sloppy to the average individual. There are extra volume allowances in our FootShape™ lasts to accommodate the wider shape of human feet without feeling loose or sloppy. In addition, all of our shoes can be worn without the removable footbeds for extra width to accommodate up to 4E width feet!
- What is Zero Drop™?
Zero Drop™ simply means there is no drop from the heel of the shoe down to the forefoot. Whereas traditional shoes typically feature a 12mm drop from heel to forefoot, our shoes are the exact same distance off the ground at both the heel and the ball of the foot. You were born with your feet Zero Drop™!
- Can I wear orthotics with Altra's?
Yes, orthotics and inserts can absolutely be worn with our shoes. Of course, the goal for most people should be to gradually strengthen the feet over a period of a few months to a year. As your feet get stronger, the necessity to wear supportive insoles or orthotics should be reduced, as your feet will become the support!
- How do I clean my Altra shoes?
Simply spray, wait, and scrub! In our opinion, the best way to clean our shoes is to simply spray them with cleaner, let them sit for a few hours, and then scrub them with a scrub brush in the sink or shower. Once you are done cleaning, stick a fan on them or stuff them with towels or a shoe saver product such as Stuffitts®**. Because the midsole foam tends to break down if soaked in water for a prolonged period of time, we don't recommend machine washing.
We have also found that a great way to clean and remove odor from barefoot style shoes such as the Adam & Eve is to use original Dawn® soap*. Soak the shoes in a water/soap solution for a few hours and then rinse. You may also wash the Adam & Eve in a front-loading washing machine with mild detergent. Always air dry. To speed the drying process and prevent odor, try using a shoe saver product such as Stuffitts®**.
- What is the typical lifespan of your shoes?
Our customers report that their Altra's tend to last longer than their traditional athletic shoes. This is possible because Altra uses compression-resistant materials and 70% less traditional EVA foam than regular athletic shoes. Durability will vary greatly depending on the particular athlete, his or her running style, and personal preference.