Frequently asked questions

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Order Status
Do I get an order confirmation number?

Yes, you'll receive an order confirmation email that is sent to the email address used to place the order shortly after it’s placed and processed. This email will contain your order number, shipping and billing address, as well as the item(s) in the order. If you placed an order and did not receive an order number you can contact us via Line Chat .

When will my order ship?

We ship almost all of our packages (excluding items that are shipped via Freight) within 1 business day from the time that the order is placed. We do not ship on weekends and certain holidays.

Can I cancel my order?

Once an order has been submitted, you've normally only got about a fifteen minute window in which it is possible for an order to be cancelled. If you need to cancel an order, please contact us via Live Chat as soon as possible to give us the best chance of catching it in time to stop.

How do I get a tracking number?

You'll receive an email with a tracking number for your order once the order is loaded onto our shipping truck to be sent out. Please allow 1 business day for that number to update and show movement, as it will still need to be scanned in by the carrier before updating with an expected delivery time. If your order ships in multiple packages you'll be given a tracking number for each package.

Shipping Info
Return & Exchange
What is your return policy?

If you're not satisfied with your purchase you can return it at any time as long as it's still in 'sellable condition.' This means that the item must be unworn, unwashed and devoid of any stains, scuffs, tears or mysterious smells. Items that are not in sellable condition because they have been worn and/or damaged due to improper use will not be accepted for return. Gift Cards, food items, load-bearing climbing equipment, are final sale and cannot be returned or exchanged. All electronic items, except for drones, must be returned within 14 days of receipt. Returns are credited to the original payment method.

Can I return something even if I do not have my receipt?

Yes. You can return an order even if you do not have the original receipt. If you ship using your own method or return to a store, you can either print out the order confirmation email that is sent to you after an order is placed, or you can print out your order information from the website.

Do I need to return my item with the original packaging?

No. You do not need to return your items with the original packaging. You can box or bag your item up with whatever packaging you desire as long as it is secure and the product will not be damaged on its return to us. For all footwear however you do need to return the package in the original box. The footwear box DOES NOT count as the shipping container. Please put that box within another

Warranty
My item broke, what do I do?

If your item broke due to a manufacturer defect you have a few options: ▸ You can send that item back to us for a refund. Once we get the item back at our warehouse we'll issue out that refund to you. ▸ You can send the item back to us for an exchange of the same item as long as your order qualifies and the new item is still in stock. ▸ You can send the item back to us to forward to the manufacturer for repair. This process generally takes 4-8 weeks. The best course of action is typically determined on a case by case basis as every warranty issue is different, so please contact us via Live Chat prior to sending a broken item in to us. It's also important to leave a note in your return package with all the details about what’s wrong with the item and what you would like us to do.

How long does the warranty process take?

Generally speaking, it takes 4-8 weeks for an item to be repaired for warranty. During the holiday season this time may increase. If you sent an item in for an exchange it should not take longer than 2 weeks from the time you drop it off for return, unless your new item needs to be special ordered.