Refund policy
What items are returnable?
Except for the items listed below, you can return your new, unused items with all original packaging within 30 days of receipt of your shipment. We are unable to accept returns or exchanges once 30 days has passed.
Items that are not in sellable condition because they have been used, installed, or worn will not be accepted for return or exchange. Final sale items that cannot be returned include, but are not limited to gift cards, food items, fuel, books and maps.
Due to safety and liability concerns, we follow an industry standard regarding the sale and return policy of safety equipment. All safety equipment (including but not limited to climbing ropes, harnesses, helmets, and any other load bearing equipment) is not eligible for returns or exchanges. Climbing shoes may be returned if they have not been climbed in and have the original packaging.
Items purchased as part of a promotional bundle or discounted package will have the promotional value deducted from the return if all items are not returned together.
Holiday purchases made between November 1 and December 24 may be returned until January 15 or within 30 days, whichever is longer.
We reserve the right to charge a restocking fee on any items that are returned missing parts or packaging, or are not in new, unused condition. The amount of the restocking fee will be determined based on the condition of the item we receive, up to the replacement cost of that item.
How do I return?
Enter your order number and email address in the fields on our returns page and click Start.
Follow the instructions and select the items you want to return.
You will get a confirmation email with the shipping guidelines once the return request is approved.
How do I exchange an item for color or size?
If you would like to exchange an item, please return the item you would like to exchange and place a new order for the correct color or size.
Are there any charges for return?
There are no charges for returns with a return authorization from our returns page, but you are responsible for the cost of return shipping. Items sent without a return authorization will incur a minimum restock fee of 10% depending on item condition and original order date.
Original shipping charges are non-refundable.
How should I ship my items?
Please make sure you package your items appropriately to prevent them from being damaged in transit.
Footwear must be shipped in the shoe box inside of another box or mailer. Using the shoe box as the shipping box may result in a restock fee.
We recommend that you ship your items using a trackable method, such as UPS.
If you are shipping an item over $75, we encourage you to consider shipping insurance.
We are not items that are lost or damaged during shipping to us.
How soon will I get my refund?
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied original method of payment, within 10 working days.