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 for a full refund of the ticket price, no questions asked, provided they are still in new condition with the original packaging. Climbing gear and mounted skis are 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. Once shoes have been worn outside or show wear they will no longer be returnable for a refund to the method of payment.
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.
If you have any questions, please call first at 888-547-4327. When making a return, please fill out a return form and include a copy of your invoice. When returning a product for exchange there is always a chance 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.Click here for a return form
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 us or drop into a live chat to talk to one of our experienced staff!
Our Satisfaction Guarantee
At GearX, we believe quality gear means quality experiences. Because the performance of your gear is important, if you feel your purchase is not meeting the expectations for which it is designed or that it is not performing in the manner intended, exchange lightly used or dirty items within 30 days for the full purchase price towards store credit. We will accept brand new, complete items still in their packaging up to 90 days after purchase for a full refund.
This policy is in place to ensure satisfaction with your purchase and encourage you to get out and use your new gear! We stand behind the gear we sell and if within the 30 day period of use you are not satisfied, we will continue to work with you to make sure you have the right gear you need to take you on your next adventure.
Read below for more information about our policy regarding technical climbing gear and mounted skis.
Climbing Gear & Mounted Ski 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.
Mounted skis that have been shipped may be returned in brand new condition for store credit towards another pair of mounted skis within 30 days of purchase. We reserve the right to refuse returns due to damaged or missing product.
Refused international shipments are responsible for duties, tariffs, and any other fees associated with border/customs exchanges.
Refused orders that originally qualify for our free shipping policy (domestic or international) will have the shipping fee deducted from the price of their refund.