Orders & Returns
Have a question or problem with your order?
You can email us at firstname.lastname@example.org, or call us at (800) 699-5874. We are available Monday through Friday, 9:00 AM to 5:00 PM ET.
We accept payment via Visa, MasterCard, American Express, Discover, and PayPal. When you place an order, your method of payment will be authorized for the full order amount. You will be fully charged once your order is shipped. If an item is returned, the refund must be issued to the original form of payment.
We do not currently back order items. If a particular item, including a specific size and color, is not available to purchase, we no longer have it in stock. In the case that an item you ordered is found to not be in stock, you will be contacted right away.
Most orders ship within one to two business days. Please note that for the purposes of shipping, a business day is any weekday that is not a holiday.
If you need to cancel or change an order, please contact us or call us at (800) 699-5874. We may not be able to cancel orders that are already being processed and cannot cancel orders that have been shipped.
Shipping rates are calculated for each order. To get a shipping quote at any time, add an item(s) to your cart and put in your state and zip code. This will give you options available to your destination and prices for each each option. Please note that PO Box and APO/FPO addresses can only be shipped using UPS SurePost. UPS Ground and 2nd Day Air will only deliver to physical street addresses.
Most orders over $49 ship for free!
If your order subtotal is over $49 and the item(s) you are ordering are not oversized, you will see a $0.00 shipping option! Free shipping does not apply to oversized items or to items shipped to Alaska or Hawaii. Some typical oversized items include, but are not limited to or exclusive of, large recreational camping tents, canopies, gun cabinets, and furniture.
Most orders leave our facilities within one business day of being placed, though some orders may take up to two business days to ship. For shipping purposes, a business day is any weekday that is not a holiday. Once an order is shipped, you will receive tracking information and an estimated delivery date. Some tracking numbers may not show results immediately and will need a few hours to process in th carrier's system.
Although shipping times are not guaranteed, typical transit time is below. This represents the time in transit after the 1-2 business days it takes for an order to ship.
Standard Shipping 4 - 7 business days
Expedited Shipping 2 business days
We do not ship outside of the United States at this time.
Please Contact Us with any questions.
Climbing ropes, webbing, harnesses, and hardware, gift certificates, food, or cosmetic items cannot be returned.
If you are not satisfied with your order for any reason, you may return it for a refund of the purchase price within 90 days of the order date. There is no need to contact us before returning an order, please use the returns form that is included on the packing slip that came with your package. Please include the product and original product packaging and tags in the condition in which it was received. Products returned in used, damaged, or otherwise undesirable condition may be subject to a 15% restocking fee. The customer is responsible for all shipping costs.
We do not offer exchanges at this time. If you would like a different size, color, or variation of the item you received, please order it at your convenience and send the item you no longer wish to keep back for a refund.
If your order is thought to be defective, incorrect or was damaged during shipping, please Contact Us before returning the item.
All refunds will be issued via the original method of payment. You will receive a notification once your return has been processed. Please allow up to 10 days for your return to be processed and for your refund to post to your account.
Orders returned more than 90 days after the order date will receive a gift certificate for the lowest selling price of the item.
When returning your order, please pack the item carefully. We ask that you please do not adhere a shipping label to the manufacturer's package and that you use a shipping box or envelope. You can ship the package with any method that you choose, but a method that offers tracking, delivery confirmation, and insurance is always recommended. If your package is lost in transit and we cannot confirm delivery, we will be unable to issue a refund.