Return Policy

MAKING A RETURN? NO SWEAT

To make a return, please first read through our Return Policy below.  Please be aware that we are not able to accept returns for sale, demo, discontinued items, and load bearing gear (original Drones and Tokyo Remoras are excluded from this while supplies last). 

RETURN POLICY FOR NON-LOAD BEARING GEAR:

To qualify for a return, items must be postmarked and shipped out to our Fulfillment Center within 30 days from the purchase date for a refund.

PACKAGING REQUIREMENTS:

  • Shoes: Must not show any signs of chalk or wear, and returned with original shoe box in its original condition. Shoes returned used 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.

REFUND OPTIONS:

  1. Store Credit: receive store credit for the amount of your return, excluding shipping.
  2. Refund: receive refund back to your original payment method, excluding shipping.
  3. Exchange: To make an exchange, please simply return the item and re-order the correct item/size. 

ITEMS NOT ELIGIBLE FOR REFUND OR STORE CREDIT:

  • All final sale, demo, and discontinued items. 
  • Returns received in damaged/worn condition.
  • Returns received after 30 days of the original purchase date.
  • Original shipping charges, except in cases where we have made a shipping error.
  • Gift cards
  • All load bearing gear. For the safety of others and by law, we cannot accept returns or exchanges on any load bearing gear. This includes 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.

ITEMS ELIGIBLE FOR STORE CREDIT ONLY:

Returns for sale and discontinued items received within 30 days of the purchase date.

HOW TO MAKE YOUR RETURN:

  1. Place your item(s) (in unworn condition and with tags attached and in its original packaging) in a securely sealed shipping package. Please include your completed return form with your items. If you are not able to locate your order number, please contact us.

RETURN FORM

  1. Send it off. Be sure to obtain a tracking number from whichever carrier you choose to use! Please be aware that all items purchased on MadRock.com must be mailed back to our warehouse or dropped off at our Mad Rock HQ storefront.

    Mail your return to:
    MAD ROCK RETURNS DPT
    12810 E Florence Ave.
    Santa Fe Springs, CA 90670

Return your package via the US Postal Service, UPS, or FedEx. Again, be sure to obtain a tracking number. Be aware that giving your package to a collection/drop box, driver, or your residential mailbox may add additional transit time and cause delays in processing your return.

Please allow 5 to 10 business days for package transit, plus an additional 3 to 5 business days for processing after receipt at our Fulfillment Center. We'll email you once we process your return.

Please note: We strongly encourage you to insure your package. Please be aware that we cannot take responsibility for any lost or damaged packages in transit.

Mad Rock

12810 E Florence Ave.
Santa Fe Springs, CA 90670
Hours: Monday – Friday, 7:30am – 3:30pm PST
Email: Store@madrockclimbing.com
Phone: (562) 944-8081