Our Return Policy
We try hard to have a complete selection and great prices, but most importantly, we want you to be totally satisfied with your purchase. As such, almost all of our products can be returned no questions asked, provided they are still in new condition with the original packaging. Climbing gear is a special situation. Please see below for our specific safety related return policies.
If products are returned used, damaged, or without their packaging we reserve the right to charge a restocking/refurbishment fee to make the product salable again or, in rare cases refuse the return. For footwear (including climbing shoes) we recommend wearing new shoes and boots around your house until you are sure the fit is correct as once shoes have been worn outside or show wear they will no longer be returnable.
We do not pay for return shipping. However, if we have made an error in the shipment (shipped the wrong product or a defective product) that requires a return or exchange we will issue a call tag to get the product back and ship the replacement for free.
Climbing Gear Policy
In order to protect the safety of all of our customers the sale of all technical climbing equipment is final. This includes, but is not limited to, carabiners, protection, and ropes. Please be sure of the items you are purchasing before submitting your order. This is especially true in the case of gifts. If there is any doubt, we recommend a gift certificate instead of specialized climbing equipment. Helmets and harnesses may be exchanged for fit and sizing reasons only. They must be returned in new condition with all tags and packaging within 30 days of purchase. Thank you for your understanding in this matter, as we want to ensure everyone's safety.
Return Instructions
If you have any questions, please call first at 888-547-4327. When making a return, please include a copy of your invoice with a note explaining what you would like us to do with your return (refund, exchange, etc.). When returning a product for exchange there is always a change that the replacement product will be out of stock by the time we receive your return. To avoid this, we recommend returning the unwanted product for a refund and ordering the replacement separately. Please ship your package with a trackable & insured method (UPS, FedEx or with insurance via USPS) so it does not get lost in the mail and is covered if it does get lost or damaged.
Ship your package back to us at:
GearX - Returns
37 Church Street
Burlington, VT 05401
As always if you have any questions about a product or a return, please call to talk to one of our experienced staff!
