Shipping

How can I change or cancel my order?

We're unable to guarantee order changes or cancellations after it has been placed. Please contact us as soon as possible and we will do our best to help you out.

Where do you ship to?

We currently ship within Canada with the exception of Quebec at this time.

How do I track my order?

Once your order has been picked up by the courier you will automatically be sent your tracking number and your order status page will be updated.

Returns

Do you accept returns?

Yes, if your item meets our return criteria and it is within 20 days of purchase you can return your item for a full refund. (Please refer to our shipping and returns page.)

How do I return an item?

To initiate a return, please contact us by email with proof of purchase and we will issue a Return Authorization number and our shipping address. Items must be securely packaged with the RA number clearly written on the outside.

Customers are responsible for return shipping costs and/or exchanges. 

We strongly recommend that you insure your package and request a tracking number, as we cannot be held responsible for the loss of returned packages.

How do I exchange an item?

If you wish to exchange an item for a different size or color, please follow the return process first and place a new order for the desired item.

How do I make a warranty claim?

If you need to make a warranty claim on a product that you have ordered on our online store, we suggest contacting the manufacturer directly for the most efficient resolutions. Warranty coverage and approval is determined by the manufacturer of the product. You can generally find the manufacturer’s warranty information on their website. If you need help initiating this process please email us. 

Just as a reminder, warranty does not cover abuse, accidental damage or normal wear and tear.

Shipping

Processing Time

Orders are typically processed within 1-2 business days. Please note that orders placed on weekends or holidays may be processed the next business day.

Shipping Methods

We offer a variety of shipping options, including Purolator Ground, Canada Post Expedited and Canada Post Express shipping. The shipping method chosen at checkout will determine the delivery time frame.

Shipping Rates

Shipping costs are calculated at checkout based on the weight of your order and the shipping destination. Free shipping will be applied to all orders over $250 that are not considered oversized.

Large items may face an oversize charge of $30, these include but are not limited to: poles, winter boots, mountaineering boots, backpacks 30+ Litres, sleeping bags and ropes.

Ski boots and Avalanche Air Bags will be charged $40 to ship. 

Shipping charges are non-refundable and you are responsible for return shipping charges.

Delivery Times

Estimated delivery times vary based on location and shipping method. Please refer to the shipping options at checkout for expected delivery times.

Shipping Locations

We currently ship throughout Canada with the exception of Quebec at this time.

Order Tracking

Once your order has shipped, you will receive a confirmation email with tracking information to monitor your shipment.

Lost or Damaged Items

If your order is lost or damaged during transit, please contact us within 7 days of receiving your order for assistance.

Returns

Return Eligibility

Items purchased online may be returned within 20 days of the purchase date. We will only accept items that are returned in the original packaging, unused, unworn and in resalable condition. If the product has been used we will not accept the return. All returned products are subject to inspection. Please refer to Non-returnable items below to check if your item qualifies for a refund.

Non-Returnable Items

All items listed as “ON SALE”, discounted, or part of a promotional sale are FINAL SALE and cannot be returned. For safety reasons, all climbing equipment is not eligible for returns. This includes but not limited to : harnesses, ropes, quickdraws, carabiners, cams, belay devices, slings, pulleys, ascenders, descenders, and nuts. For hygiene reasons, sleeping bags and underwear are not eligible for returns.