Customer Service

Thank you for shopping with us. If you have a customer service question, please browse our topics below. If you don't find an answer to your question, please give us a call.

• Satisfaction Guarantee
• Product Returns or Exchange
• Accepted Payment Types
• Sales Tax
• Shipping Information
• Tracking or Changing Orders
• Contact Us
• Privacy Policy
• Terms of Use
• Other Frequently Asked Questions

Our Primary goal is that you are satisfied with your purchase. If you are unsatisfied with your purchase, please return it within three weeks (21 days) of the original shipment date. We want you to become a lifetime customer because you know we treat you well.

Due to liabilities related with the resale of used technical rock climbing gear we are unable to accept returns on purchases of technical climbing gear.

You can return any product (excluding technical climbing gear) due to manufacturers' defects at any time within the 21 day satisfaction guarantee period. You will receive a refund for the full price of the item.

The item must be returned with the following:

1. All original contents (product, manuals, instructions, etc.)
2. Original Packaging in new condition
3. Original invoice or reciept

All returns should be mailed to:

Online purchases must be finalized with a credit card purchase Our THAWT secure socket layer guarantees the security of the transaction We accept the following credit cards: VISA, MasterCard, American Express and Discover.

You only pay sales tax if you are located in the same state as our principle offices.

Shipping Information

Domestic Shipping (within the continental U.S.)
Your shipping information must provide a physical street address. Your order will be shipped within two business days of our receiving it. UPS cannot deliver to a P.O. box.

Shipping to Hawaii, Alaska and Puerto Rico
Product orders from these locations will be sent via Postal Service Priority Mail. Charges will be a minimum of $5.50 and products will be delivered within three business days. Saturday delivery is not available to these locations.

International Shipping
At this time we ship internationally only to Canada. We hope to offer an expanded delivery option in the future.

Military Shipping
We ship to the following military addresses. Please use one of the following Armed Forces codes as your state abbreviation in the Ship-To portion of your order.

Armed Forces Africa AE
Armed Forces Americas AA (except Canada)
Armed Forces Canada AE
Armed Forces Europe AE
Armed Forces Middle East AE
Armed Forces Pacific AP

Expedited delivery options are not available.

Special Shipping Instructions
Odd sized or bulk quantity orders will receive a custom estimate on the shipping cost. We will provide you with an estimate within 24 hours of receiving your order. The product will only be shipped after you accept the shipping estimate.

If you have any further questions or circumstances regarding shipping, please contact us.

Feel free to track your order by logging into theMy Account area. If you have forgotten your password or username to the My Account area, please click on the My Account link and then click on the link to receive your password via email.

To change your order, you should contact a customer service representative as soon as possible following the time of the order. If the product has already been shipped you will be responsible for the shipping costs.

Please contact us, we are looking forward to hearing from you. Please visit our Contact Us page for our contact information and hours.

We protect all of the sensitive information (for example, credit card numbers and personal information) entered into our web site with state-of-the art security provided by Thawte Inc. We take every precaution necessary to fully prevent any unauthorized access to our customers' information

Furthermore, we do not release any information of our customers to any third party for unauthorized marketing, solicitation, or other purposes. This information includes customer name, address, phone number, email address, credit card information and purchases made.

Please contact us if you have any questions or concerns.

By accessing this web site you agree to use the web site, its content, and function only for your own informational and non-commercial or personal use, and that you shall not duplicate, download, publish, modify or otherwise distribute the material on this site for any other purpose other than for your own informational and noncommercial use, unless otherwise specifically authorized by the web site owner to do so. The web site owner hereby authorizes the sending and sharing of articles and product information with other individual consumers.

What is the status of my order?
Please login to the My Account area or contact us by email and we will advise you of the specific status of your order.

What if I order an item that is on back-order or unavailable?
On occasion item you purchase from us may be on back-order or unavailable. This is rarely the case, however, if it occurs, you will be contacted by one of our representatives. You will be allowed to select a similar product to replace your order or you may request a refund.

Do you have a printed catalog?
Our website is the most comprehensive and frequently updated listing of our available product offering. We do not currently have a printed catalog.

How can I get help using or assembling my product?
The most expert advice you can receive regarding your product is from the manufacturer. Please refer to the manufacturer's website or call the manufacturer directly. If you need assistance contacting the manufacturer, please contact us.

Why did my credit card not process correctly?
If your credit card does not process correctly it is probably due to a mistake in the card number, expiration date, or billing address that you entered. If that information was entered correctly, you may have reached the limit of your available credit.

Why did my order arrive in separate packages?
When you order multiple products from us you may receive the products in separate packages. We ship many of our products from different warehouses located throughout the United States.