REQUIREMENTS
- Shoes: Must not show any signs of chalk or wear, and returned with original shoe box in its original condition. Shoes returned used, dirty, and/or missing original hang tag are non-refundable and will receive no refund or store credit.
- Apparel Items: Must be unworn and returned with its original packaging intact, otherwise they will receive no refund or store credit
- Package: Must be postmarked and shipped to our Fulfillment Center within 30 days from the purchase date for a full refund of your product (shipping not included).
*Please note we currently do not accept returns for crash pads, load bearing gear, or orders placed in the UK.
1. LOG IN
All accounts are associated with the email you used to make the initial purchase.
Click here to log in.
2. REQUEST RETURN
Find your order on your order history and click Request Return. Please allow 2-3 business days for Return Requests to be fully processed.
We're happy to offer all of our web orders return labels for $5.95, which will be deducted from your refund.
3. PACKAGE ITEMS
Place your unused item(s) in its original packaging in a securely sealed shipping package.
Single shoes bought from us are shipped in a reusable FedEx Express pack and should be reused for your return.
4. DROP OFF
Drop your package off at an authorized FedEx drop-off location.
Click here to find your nearest location.
If you have trouble with any of the steps above, please contact us.
Please keep transit and processing time in mind and allow 5-10 business days after you drop your package off with FedEx for us to fully process your return. Once processed, you will receive an email verifying your refund was successful.
Frequently Asked Questions
Can I return or exchange items purchased on the U.K. website?
All sales are final for orders shipped to the UK. At this time, we cannot accept any returns or exchanges.
What is the policy for final sale items?
All items listed as "FINAL SALE" will not qualify for a return or exchange.
What is load bearing gear and can I return it?
For the safety of others and by law, we cannot accept returns or exchanges on any load bearing gear. This includes, but is not limited to ropes, carabiners, quickdraws, belay/rappel devices, and harnesses, unless they are found to be defective, in which case you are covered by Mad Rock's manufacturer's warranty.
How much do returns cost?
Please note, all refunds processed via our website will acquire a $5.95 shipping label fee that will be deducted from your refund amount.
Can I return shoes in-store?
Yes, customers are allowed to return shoes in-store. Please note the same requirements will apply.
Can I exchange my shoes?
We currently do not offer exchanges. Only returns for refunds.
What happens if shoes I returned are damaged or lost in transit?
Please be aware that we cannot take responsibility for any lost or damaged packages in transit.
I purchased shoes in the U.S. but not through the website. How can I start a return?
For US orders not purchased through our website, please contact the rep you purchased from and mail your return to:
MAD ROCK RETURNS DPT
12810 E Florence Ave.
Santa Fe Springs, CA 90670