FAQ
What is your production time?
Production time varies depending on the season. Please check our Processing Time page before you place your order to see the current processing time.
Do you accept returns or exchanges?
All handmade items are not eligible for returns. For all other items, please see our Returns and Exchanges page for details.
How much is shipping?
We offer a flat rate shipping of 11.99 CAD to all Canadian and US addresses. Orders over 250 CAD are eligible for free shipping to Canada and the US. We also offer free delivery for orders over 50 CAD to customers living in the City of Toronto, GTA, and surrounding areas. For shipping fees to other locations, please see the rates at checkout. You can also visit our Shipping Policy page for more details.
Do you ship internationally?
Yes, we ship internationally if our carriers are able to deliver to your address. To check if we ship to your address, please see if any shipping options appear during checkout.
Do you accept custom orders?
Absolutely! All rope items are handmade to order, so we are happy to customize your order. Please visit the How To Place a Custom Order page to get started.
Do you restock climbing ropes that are sold out?
This depends on the supplier. Climbing ropes come and go; there is no guarantee that any climbing rope will remain forever, as all climbing ropes have limited availability over time. However, I may still have a small amount left over to fulfill your order even though it is sold out on the website, so please don't hesitate to contact us!
Do you offer local pickup?
Currently, we do not offer local pickups. However, we offer free delivery for orders over 50 CAD to customers living in the City of Toronto, GTA, and surrounding areas. Please check if your location is eligible for free local delivery at checkout. If the option appears, it means you are eligible.
Do you offer any warranty?
Yes! Please visit the Warranty and Repair page to learn how it works.
Can I cancel my order?
We are currently not accepting cancellations. If you need to make changes to your order, please submit a form from Contact Us page.
Can I make changes to my order after placing it?
If your order has not been made or packed, we may be able to accommodate changes. Please contact us with the details of the changes you wish to make.
My package has been lost or not received. What should I do?
Unfortunately, once we hand packages to the shipping carriers, there is not much we can do. If you receive a notification stating that your order has been delivered but you haven't received it, please contact the shipping carrier.
For any other inquiries, please submit a contact form Contact Us page