Q: What is your Shipping and Return policy?
A: Please find our Shipping and Returns policy HERE
Q: Can I cancel my order once its placed?
A: Changes can only be made within the first hour after the order has been placed. You can request your order to be cancelled by emailing orders@climbsmartshop.com
Q: Do you ship Crash Pads?
A: Crash Pads are available for pick up IN-STORE only.
Q: What types of payment do you accept?
A: We accept the following payment types online:
- Visa
- MasterCard
- American Express
- Discover
- Diner's Club
- Shop Pay
- Apple Pay
- Google Pay
Q: When are you getting [insert product name] back in stock?
A: Climb Smart Shop does its best to carry a wide selection of gear and we often sell through key items. We are always trying to re-order these items. Please submit a request here if you are looking for something in specific.
You can sign up directly on each product page to be notified automatically when its back in stock.
Q: Can I use my Boulderz Gold Membership discount online?
A: Unfortunately, Boulderz Gold Membership discount is available in-store only.
Q: How long do I have to pick-up my order if I opt to pick up In-store?
A: Our staff will contact you once your order is ready for pickup. We will hold items for 5-7 business days. If you are unable to pick up during this timeframe, please CONTACT US to arrange for more time.
Q: Do you hold items?
A: We provide a hold on items IN-STORE only until the END OF THE SAME DAY
Q: Do you offer a warranty on product defects or issues?
A: We offer 90 days of warranty assistance from date of purchase:
- We will assist in initiating the warranty with the manufacturer; please contact us at warranty@climbsmartshop.com.
- We will be in contact with next steps and guide you through returns and exchanges if the manufacturer is able to accommodate a warranty claim.
- After this 90 day period, we are unable to assist with warranty claims and it will be the responsibility of the customer to inquire with the manufacturer.
- Please be aware that we follow the brand's warranty process, and we cannot classify the product as defective. We will need to wait for the brand to investigate and determine the steps and process in each of the warranty process.
- Note that as we are assisting in opening a claim and go through the same warranty process, we work off of manufactuer's timelines. This guarantee covers manufacturing defects but not abuse, accidental damage, or normal use. Opening a warranty claim will mean that we need the physical product back in hand. Buyer is responsible to cover shipping costs.
Q: Do you price match?
A: Starting December 1st, 2024 we will offer price matching to our customers. Note the following conditions to be present to be approved for a price match:
- We can price match the direct manufactures website.
- The requested product must be in stock, in the specified color and size.
- The competitor’s price must be publicly advertised (e.g., online or in-store).
- We do not match liquidators or liquidation sales, marketplaces such as Amazon or eBay, or any closeout sales.We will not price match out-of-stock products.
- We do not price match competitor pricing that violates MAP policies, or pricing errors.
- Our pricing policy excludes matching loyalty-based pricing, spend-and-get promotions, and gift-with-purchase offers.