FAQs

 1. How do I receive my order?  Once your order is (partially) fulfilled, you will receive notification that your order is "ready for pick up." For your convenience, coaches will bring all the packed orders to the practice site. Please remind your swimmer to inquire with a coach or look for the item(s) with their name on it after practice. Parents should NOT flag down a coach to pick up your order. Nevertheless, we'd appreciate your careful examination of the bundle upon your swimmer bringing it home, to make sure that your swimmer did not pick up someone else's order. Younger swimmers may need more guidance in this regard.

2.  How long will it take for my order to be ready?  Orders can take anywhere between 2-15 weeks to be fulfilled depending on the product. Our inventory reflects the product availability of our vendors. When new shipments arrive, parent volunteers do their best to open, count, sort, update stock availability, and fulfill orders. As a result, your order may be partially fulfilled based on only the items we have on-hand. 

3. What happens if some items are missing from my order? In an effort to deliver what we currently have to you, your order may be partially fulfilled. However, our system tracks the items you are missing. Therefore, you do not need to email us about the missing items in your order. If you did not receive an item, it is because we ran out of stock and are awaiting new inventory shipments. In general, wait time for new shipments can be 8+ weeks. Thank you for your patience and understanding.

4. What is your return policy?  All sales are final and no refunds will be given. We allow ONE exchange per order within 30 days of receiving the items, no exceptions. Returned items must be in unused/new condition with original packaging/tags intact.  Read more about our Return Policy here. Refer to the "Retrieval/Exchange" section of this website.

5. Is my swimsuit too tight? Competitive swimsuits are meant to be snug. Most will feel uncomfortable during the first few uses while "breaking in" the suit.  Suits should become less tight, but still feel skin tight after the "break in" period. Please seek guidance from your coach if you are unsure about your swimmer's suit size. Click here for our team suit maker’s reference guide.

6. Where can I buy equipment that is required for practice?  Equipment such as goggles, fins, kick boards, pull buoys, swim snorkel, bands, nose clips, tempo trainer, parachute can be purchased from Arenasport.com or Swimoutlet.com.  You can also check with local sporting goods stores. Alto Swim Club provides a quarterly discount code for Arenasport.com - please contact Alto Admin for the current code.

7.  Do apparel items come in any other sizes than what is listed? No. We only offer sizes that are listed under each apparel item.  For example, we no longer carry Youth sizes for Parkas or Hoodies.

8.  How do I know what size to order?  Each item should have a size chart attached in photos or a link in the drop down menu under the description. Please use key measurements to help you decide on sizes.  For example, if you are buying shorts - use hip measurement; parkas - use height.  If you have received apparel in the past and need a replacement, please refer to that item's size to determine if you need to order the same size or a change to a different size. We strongly discourage ordering multiple sizes to "try on for size" as no refunds will be given.

9. My swimmer's cap is too big or too small.  Is there a different size?  No.  Practically all our caps are one-size-fits-all. Caps may feel small, but they should be tight and may take some practice putting on and getting used to wearing.  There are good ways to put on caps while minimizing the risk of tearing. Refer to this video for instructions.

10.  How do I know if certain apparel items are required or not required?  For our competitive team (Age Groups, Senior and National), please refer to the competitive portion of the club's website or Parent Handbook. For the recreational groups (Mini Fit, Swim Fit, Varsity), please refer to the fitness/lessons portion of the club's website.

11. What is the Arena Sport website discount code for Alto Swim Club?  Please email Alto Admin for this information.

12. We are new to Alto Swim Club and paid for a competitive group new swimmer apparel package.  How do we get all our new apparel?  All new competitive group swimmers first receive a registration confirmation from Alto Admin. Apparel Coordinators then follow up with detailed instructions on ordering your new swimmer apparel package.  Please keep in mind to review the available size charts.  If you do not receive a welcome email from Alto Apparel Coordinators with instructions within a week of joining Alto, please let Alto Admin know.  Competitive team apparel / uniform is not required for the first week of practice, but is required for meets.

13. When can my swimmer get name tags or personalized equipment bag?  Alto Apparel Coordinators are not involved with ordering name tags or personalized equipment bags.  Please contact Alto Admin for questions regarding these items.

 If you do not see your question here, please contact us with your question.