When will the product I purchased be delivered?

Under normal circumstances, out-of-city deliveries are made within 2-3 days, depending on the delivery time committed by the courier company to your city and district. If any issues arise during the product procurement process, our customer service representatives will inform you about the situation via email.

There is no courier company near my address, how will I receive my order?

The courier companies we have agreements with generally deliver products to almost every part of Turkey. If there is no courier branch in your location, it is considered a “mobile area,” and deliveries are made on certain days of the week. The product procurement process and shipping fees mentioned on our site apply to city and district centers. Products cannot be delivered to locations outside city and district centers and mobile areas; even if delivery is made, an additional shipping fee will be charged.

What does the “In Procurement Process” warning mean?

If the product you ordered is in our stock, the shipping process begins immediately. If your order contains multiple products, the preparation begins with the first ordered product that is in our stock. For orders not yet in stock, the procurement process begins. (In this case, you will see the phrase “In Procurement Process” next to the product you ordered.) The requests are automatically forwarded to the relevant supplier, and efforts are made to ensure that your orders are in stock as soon as possible.

How will I know that my order has been shipped?

When the products you purchased from our site are delivered to the courier, shipping information related to your order is automatically sent to the email address registered in our system. With this notification, you can learn when your product or products were handed over to the courier. You can also track the status of your order from the “My Orders” section on the “My Account” page.

What should I pay attention to during delivery?

When your orders are delivered to your address, we recommend that you open the package and check it after signing the delivery receipt. If there is any mistake in the package content or if the products are damaged or deformed, please ask the courier to prepare a “Damage Assessment Report” and contact us about this issue.

My package is being sent to the wrong address, what can I do?

When your order is handed over to the courier, your delivery address is automatically transferred to the courier company’s system without any changes, and the shipping process continues accordingly. Delivery branches are determined by the courier company based on your address. Therefore, it is not within our control to choose which branch will handle the delivery. If your package is sent to the wrong address or branch, please inform us through our customer support line at +90 252 333 1 248, and the courier company will be informed, and redirection will be done as soon as possible.

What happens if the courier cannot find me at the delivery address?

If the courier companies we work with cannot reach anyone at the delivery address, they will leave a note at the door. This note will include the address and phone numbers of the courier branch that attempted the delivery. The courier branch will hold your package for 3 days, and if they cannot reach you, your order will be returned. If you are not at the address and unable to receive your package, you can contact your courier branch based on the information on the note to get detailed delivery information.

Can I change my delivery address?

You can inform us of a delivery address change while your order is still in the procurement process by contacting us at info@altom.com.tr or through our customer support line at +90 555 048 99 48. However, if one or more products in your order have already been shipped (partial delivery), the delivery address you previously specified is transmitted online to the courier company, and the same delivery address is used for each shipment of a single order. Therefore, any address change made in the system will not immediately reflect in the courier company’s system.

My order arrived damaged or broken. What should I do?

All products offered for sale go through a damage inspection when received from the supplier and are packed for shipping. Therefore, there is no possibility of any product being shipped in a damaged condition. However, sensitive products such as glassware or electric heaters may get damaged during transport due to being dropped or incorrectly loaded onto the courier. In such cases, the process is as follows: When your order is delivered to your address by the courier, be sure to check for damage to the outer package before accepting the delivery, and if you notice any damage, have a “Damage Assessment Report” prepared immediately. Pay attention to the statements the courier writes in the report. For example, a statement like “There is no damage to the package. The product is damaged.” can be interpreted as the product not being damaged during transport, causing issues during your exchange request. Instruct the courier to accurately document the damage to expedite the return process. A report with a statement like “The product was inspected upon delivery and found to be damaged.” will speed up your product return process. If you notice any damage after delivery, immediately contact the relevant courier branch and request a “Damage Assessment Report.” If the courier branch is uncooperative, please notify us as soon as possible. To avoid issues with shipping compensation, return the damaged product with the same courier company that delivered it.

The content of the package I received is incomplete, what should I do?

Products offered for sale are received from supplier companies in their original packaging and are delivered to the courier without being opened. To prevent potential issues during shipping, a warning label is affixed to the packages reminding you to open and inspect the product in the presence of the courier. If you find any missing or incorrect items during your inspection, have the courier prepare a “Situation Assessment Report.” After this, you may choose to accept the product and apply to us with just the report. If you notice any missing or incorrect items after delivery, you can contact us even without a report.

The product I received is different from what I ordered, what should I do?

If a different product was sent due to an error in stock coding, we sincerely apologize. To proceed with the exchange, please return the product to us by filling out the return exchange form included with the package. Once we receive the product, the necessary actions will be taken.