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Contact Us
Thanks for stopping by the shop! Our chatbot knows almost everything about our store. If that's not enough please do drop us an email and we'll get back to you ASAP!
Product Questions
Is my item in stock?
We sync inventory across multiple locations in real-time, but occasionally stock levels may be off. If this happens, we'll contact you immediately with options: wait for restock, substitute a comparable item, or receive a full refund.
Where are your products manufactured?
Our products are manufactured both locally and globally. We carefully select our manufacturing partners to ensure our products are high quality and a fair value.
Can you help me choose the right gear?
We're happy to help get you set up with the right gear. That said, please verify with the manufacturer's specs to make sure we didn't miss any important details.
Also, getting to know about the gear is the first step in using it safely, so we highly recommend enjoying some of the amazing online content out there to get to know your gear AND the awesome community using it!
Ordering, Shipping & Returns
How do I sign up for RG Rewards / VIP membership?
RG Rewards members can get shipping fees credited as a discount on future purchases (up to 10% of order total). VIP accounts get an extended 30-day window for our Best Price Guarantee. Contact us to learn more about VIP membership.
Do you take Purchase Orders?
Yes, we happily accept PO's. To get started simply check out using the "Purchase Order (Request Quote)" payment option. You'll get a quote for creating your PO with, as well as our w9 and further instructions.
Can I pick up my order locally?
Local pickup isn't currently available as we fulfill through our warehouse network. Most orders ship within 2-3 business days via USPS.
Do you ship internationally?
Currently we ship within the United States, including APO, FPO, and Puerto Rico via USPS. We're working on expanding international shipping options.
How do I track my order after it ships?
You'll receive a shipping confirmation email with tracking information after your order ships. You can also check your order status in your account dashboard.
What is the return policy?
Our goal is for every customer to be totally satisfied with their purchase. If this isn't the case, let us know and we'll do our best to work with you to make it right.
When will I get my order?
We will work quickly to ship your order as soon as possible. Once your order has shipped, you will receive an email with further information. Delivery times vary depending on your location.
How much does shipping cost?
Shipping is calculated based on your location and the items in your order. You will always know the shipping price before you purchase.
Still need help?
Frequently Asked Questions
How do I know if my gear needs to be retired or replaced?
Safety equipment has a limited lifespan. Check manufacturer guidelines for specific retirement criteria. Generally, retire gear after a significant fall, if you see visible damage (cuts, fraying, deformation), or after the recommended service life (typically 5-10 years from manufacture date even with light use). When in doubt, retire it—your safety is worth more than the cost of new gear.
Do you provide inspection or certification services for used gear?
We do not offer inspection or certification services. For professional inspection, contact the manufacturer directly or a certified climbing gear inspector. We're happy to help you find the right replacement gear.
What's the difference between UIAA and CE certification?
Both UIAA (International Climbing and Mountaineering Federation) and CE (European Conformity) are safety standards. UIAA standards are climbing-specific and often more rigorous, while CE certification is required for sale in Europe. All our safety equipment meets or exceeds applicable certification standards.
Can I check product availability before placing an order?
Yes! Product pages show real-time availability. If you need to confirm stock for a large order or have questions about availability, contact us directly and we'll check across all our warehouse locations.
Do you offer bulk/wholesale pricing for climbing gyms or guide services?
Yes, we work with climbing gyms, guide services, and outdoor programs. Contact us with your tax ID or business information to discuss wholesale pricing and purchase order options.