Not stoked on your gear? Looking to return it? No problem, as long as item(s) is/are in UNUSED CONDITION, you can take advantage of our Unlimited Time Return Policy. We try to guarantee complete satisfaction with unlimited lifetime returns. If at any time - now, next month, even in 30 years - you're not 100% satisfied, send your gear back for a refund. Sale items, used products, and safety equipment are not eligible for return. Certain Rules and Conditions may apply.
- The refund is applicable for the item purchased only, not shipping costs*.
- You can ship your item(s) back as long as the item(s) is/are in unused condition with original tags, boxes, etc. Please follow the steps below.
- No returns on sale / promotional / discounted item(s).
- To insure the safety of our customer we sell and to comply with State Law safety items**, sleeping bags, underwear, and swimming wear purchases are not eligible for return.
If your item(s) meet all requirements, please follow the following steps:
To make the return/exchange process easy, it all starts with creating an RNA number (Return Authorization) for your item. With the RNA number, we now have the tracking necessary to get to work on helping you out.
HOW TO PROCEED:
- Please complete our Request of Return Form (see back of your invoice or you can Download the PDF).
- Fax or email us the Return Form.
- You will receive your RNA number in your email.
- Package your gear with tags, original packaging, and the original copy of the filled out return form.
- Write the RNA number on outside of your package.
- Ship your package.
- Once your package is received and verified, we are able to process your refund.
We will issue a refund to the card that was used to pay for the item (we like to keep things simple and safe, so we won’t refund a different card). If you paid by Google Checkout we will refund your Google Checkout account.
It generally takes about 3-5 business days after the package arrives at our warehouse for your return to be processed. When it is received, you will get an email confirmation.
After we have sent you the email confirmation you are able to contact your bank to check on your refund.
TO RETURN AN ITEM FOR EXCHANGE:
We do not exchange items. If you have decided that you would like to order something different you are able to return the item(s) you received (following the return policy rules and restrictions) and you can place a new order for the other item(s) that you would like.
The best thing to do is to return your item for a full refund and place a new order at the same time. Placing the new order as soon as possible ensures that you’ll get it quickly, and that it won’t go out of stock.
SOME LAST ADVICE:
Do not forget to write the RNA number on outside of your package, visible for our warehouse staff. Please include the original Return Form, with all pertinent information, inside your package. Please email us if you have any questions. Remember, no returns on sale / promotional / discounted items, underwear, safety equipment, sleeping bags, or swimwear, sorry.
Be sure to insure and get a tracking number for your package. USPS may take 4-6 weeks. It is your responsibility to pay the shipping charges to return an item.
Please make sure that you insure the item for the amount equal to at least the purchase price of the returned item and get a tracking number for your package, you are responsible for the shipment until it arrives at our address.
* Even if the shipping was free we paid the carrier for the service provided and will deduct the original shipping costs.
**Safety Equipment includes, but is not limited to, Helmets, Air Bags, Harnesses, Crampons, Rock Climbing equipment, and Rope. If you have a question please contact us before trying to return the item.