At Metolius Shop, we stand behind our climbing gear like we stand on solid rock. If you’re not completely satisfied with your purchase, we’ll help you return or exchange it within 15 days of receiving your order.

Our Return Promise

We accept returns of unworn, unwashed climbing gear with original tags and packaging intact. All returned items must be in resalable condition – because we know you’d expect the same when buying gear.

Note: For safety reasons, we cannot accept returns on climbing ropes, runners & slings, or any climbing accessories that show signs of use or have been removed from their original packaging. These items are final sale.

How to Return or Exchange

Step 1: Initiate Your Return

Email our gear team at [email protected] within 15 days of receiving your order with:

  • Your order number
  • Item(s) you wish to return/exchange
  • Reason for return
  • Whether you want a refund or exchange

Return Request Template:

Subject: Return Request for Order #[Your Order Number] Hello Metolius Team, I’d like to request a return/exchange for my recent order (#[Your Order Number]). Items to return: – [Product Name] (Quantity: [X]) – [Product Name] (Quantity: [X]) Reason for return: [Please specify – wrong size, defective, changed mind, etc.] I would prefer: [Refund / Exchange for (specify product/size if exchanging)] Shipping address: [Your Name] [Your Address] [City, State/Province, Postal Code] [Country] Please let me know next steps. Best regards, [Your Name]

Step 2: Wait for Approval

Our climbing-obsessed customer service team will review your request within 2 business days and email you return instructions with a Return Authorization Number (RAN).

Step 3: Ship Your Return

Package your items securely with the original packaging and include your RAN clearly marked on the outside of the package. Ship to:

Metolius Shop Returns
3148 Tenmile Road
Boston, US 02110

Return shipping costs: Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped or defective product).

Refund Process

Once we receive and inspect your return:

  • Timing: Refunds are processed within 5 business days of receiving your return
  • Method: Refunds will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Shipping costs: Original shipping fees are non-refundable

Exchanges

For size exchanges on climbing shoes or harnesses:

  1. Follow the standard return process above
  2. Clearly indicate you want an exchange and specify the new size needed
  3. We’ll ship your replacement item once we receive your return
  4. You’ll be responsible for shipping costs on the new item unless the exchange is due to our error

International Returns

For customers outside the U.S.:

  • You’re responsible for all return shipping costs and any customs fees
  • Mark the package as “Returned Goods” to avoid additional customs charges
  • We recommend using a trackable shipping service
Pro Tip: Before returning climbing shoes, please try them on clean indoor surfaces only. Shoes with outdoor dirt or wear marks cannot be accepted for returns.

Damaged or Defective Items

If you receive damaged or defective gear (which rarely happens with our quality control):

  1. Contact us immediately at [email protected] with photos of the damage
  2. We’ll arrange a free return label if needed
  3. Expect a replacement or full refund including original shipping costs

Questions?

Our actual-climber customer service team is ready to help:

Email: [email protected]
Phone: +1 (617) 555-ROCK
Hours: Monday-Friday 9am-5pm EST

Remember, we’re climbers too – we understand the importance of gear that fits and performs perfectly. We’ll make your return or exchange as smooth as a well-protected climb.