Contact The Shade Atlas

We're here to help you choose the right sunglasses, track an order, or resolve any issue after your purchase. Our team is based in Portland, Oregon, and we're committed to clear, honest support for every customer.

Who We Are

The Shade Atlas is an independent multi-brand specialist for performance and lifestyle sunglasses, featuring curated collections from Rudy Project and Pit Viper. We’re not the official store for those brands—we’re a specialist retailer that compares and stocks them side by side, so you can shop with confidence.

The storefront is operated by Alderwood Retail Group LLC, a limited liability company formed to run a curated multi-brand eyewear platform. Alderwood manages all commercial, logistical, and customer-facing functions, including inventory, fulfillment, and support.

General Contact Information

For most inquiries, start with our primary support email. We’ll route your message to the right specialist automatically.

• Primary support: support@shadeatlas.shop
• Business hours: Monday–Friday, 9:00 AM–5:00 PM Pacific Time
• Outside hours: Messages left outside business hours are queued and answered the next business day in the order received.
• Mailing address: Alderwood Retail Group LLC, 4827 Alderwood Lane, Suite 210, Portland, OR 97205, United States

How We Handle Your Request

Every email to the primary support address is automatically acknowledged, then reviewed by a support agent. If your request needs specialist knowledge, it’s forwarded to the relevant department with full context attached—so you don’t have to repeat yourself. You’ll get a first response within one business day, and usually much faster during business hours.

To help us serve you quickly, please include:

• Order number (if applicable)
• Contact name and email
• A clear description of your request or issue

Specialist Departments

Each department handles specific needs. If you’re unsure where to go, just email the primary address and we’ll route you. But if you know the right team, you can reach them directly.

Pre-Sales & Product Advice

Email: presales@shadeatlas.shop

First response: Within 4 business hours during the service window

Our pre-sales specialists answer questions about product specifications, fit, and compatibility. They can share comparison charts, suggest models for your activity, and explain our shipping, return, and warranty policies in detail.

Best for: You’re comparing Rudy Project and Pit Viper models, need help choosing a lens tint, or want to know if a frame fits your face size.

Please include: The product model or link, your intended use (e.g., running, cycling, everyday), and any details like face size or prescription. Photos are welcome if you’re asking for fit advice.

Process: Specialists respond with confidence and may escalate to quality assurance if a technical question requires verification.

After-Sales, Returns & Warranty

Email: aftersales@shadeatlas.shop

First response: Within one business day

Our after-sales team handles returns, exchanges, and warranty claims after purchase. We verify each request against our policies, then provide clear instructions. If eligible, we send a prepaid shipping label for returns. For defects, we coordinate with our quality team to resolve the issue quickly.

Best for: You need to return an item, exchange a size, or report a defect or damage.

Please include: Order number, description of the issue, photos if applicable, and your preferred resolution (refund, exchange, or repair).

Process: We verify your request, provide return instructions or a label, and escalate to quality assurance for defect investigations.

Quality Assurance & Authenticity

Email: quality@shadeatlas.shop

First response: Within two business days

Our quality assurance team investigates quality complaints and authenticity concerns. They review evidence, consult with suppliers when needed, and determine the right remedy—whether it’s a replacement, repair, or other action.

Best for: You suspect a product is defective or have concerns about its authenticity.

Please include: Order number, a detailed description of the concern, high-resolution photos of the product (including packaging and markings), and any relevant documentation.

Process: The QA team reviews evidence, consults suppliers if needed, and escalates to the operations manager for significant findings or to legal/privacy for sensitive cases.

Legal & Privacy

Email: legal@shadeatlas.shop

First response: Within two business days

This team handles privacy requests (like data access or deletion), legal inquiries, complaints, and compliance questions. All requests are handled confidentially, with identity verification and processing per applicable laws.

Best for: You’re making a privacy request, have a legal concern, or need to reach compliance.

Please include: Your name and contact information, the specific request or legal issue, and supporting documentation or reference numbers.

Process: The team verifies your identity, processes the request, and may coordinate with external counsel or authorities when required.

Shipping Support

Email: shipping@shadeatlas.shop

First response: Within 4 business hours during the service window

Our shipping support team tracks packages, resolves delivery delays or address issues, and coordinates with carriers to trace shipments or file claims. If a package is lost or damaged, they work with after-sales to arrange a replacement or refund.

Best for: Your order is delayed, missing, or damaged in transit, or you need to update a delivery address.

Please include: Order number and tracking number, carrier and shipping service, and a description of the issue (delayed, lost, damaged, etc.).

Process: We contact the carrier, investigate the shipment, and take action—such as opening a trace or filing a claim. If needed, we escalate to after-sales for product replacement.

What to Expect

We aim to respond to all inquiries within the times listed above. If a request requires deeper investigation, we’ll keep you updated on progress. Our goal is to resolve your question or issue on the first contact whenever possible.

For faster service, please use the specialist email addresses when you’re sure of your need, and always include your order number and relevant details. This helps us serve you without back-and-forth clarification.

Thank you for choosing The Shade Atlas. We’re glad to help.