REQUIREMENTS
Shoes: Must be returned in perfect condition meaning no signs of chalk or wear and returned with the original shoe box. Used/dirty shoes or shoes missing the original hang tag are non-refundable.
We highly recommend not trying your new shoes on at the gym if you are unsure about your size.
Apparel Items: Must be unworn and returned with the original packaging intact. Otherwise, no refund or store credit will be issued.
Other Items: Must be clean and unused and returned with the original packaging intact.
Package: Must be postmarked and shipped to our Fulfillment Center within 30 days of your purchase for a full product refund (shipping not included). Packages postmarked after 30 days can only be refunded with store credit.
Please note, original shipping charges are not included with refunds. We also do not accept returns for crash pads or load-bearing gear.
1. LOG IN
Your account is associated with the email you used for your purchase.
To log in, click the person icon at the top right of our website or click here.
If you do not see you order, please contact our support line.
2. REQUEST RETURN
Find your order in your order history and click Request Return. Please allow 1–2 business days for your return request to be processed.
Once approved, you will be sent a return label via email.
3. PACKAGE ITEMS
Place your unused items in their original packaging inside a securely sealed shipping box.
Single shoes are shipped in a reusable FedEx Express pack. Please reuse it for your return!
4. DROP OFF
Based on the label we send you, drop your package off at either a:
FedEx drop-off location
USPS drop-off location
We are happy to cover the shipping of your return, but we will deduct a $5.95 Return Label Fee from your refund once received and processed.
If you have trouble with any of the steps above, please contact us.
Please allow 7–14 business days after dropping off your package for it to be delivered to our warehouse and for us to process your return.
Once complete, you'll receive an email confirming your refund.
I purchased/received shoes from Mad Rock, but not directly through the website. How can I start a return?
For US orders not purchased through our website, please contact the rep you purchased/received them from and mail your return to:
MAD ROCK RETURNS DPT
12810 E Florence Ave.
Santa Fe Springs, CA 90670
Can I return shoes at the Mad Rock HQ?
Yes! Customers who placed an order on our website are allowed to return those items at our HQ in Santa Fe Springs. You can find our address on the Visit Us page.
Please note the same requirements will apply.
How much do return labels cost?
Return labels provided by us will incur a $5.95 Return Label Fee. This fee will be deducted from your refund when your return is fully processed.
What is load-bearing gear and can I return it?
Load-bearing gear refers to life-supporting equipment that is specifically engineered to withstand heavy forces, such as the shock load from a climbing fall. This includes, but is not limited to, ropes, carabiners, quickdraws, belay/rappel devices, and harnesses.
For safety and legal reasons, we cannot accept returns or exchanges on load-bearing gear, unless defective, in which case Mad Rock's Limited Lifetime Warranty applies.
Mad Rock's Limited Lifetime Warranty does not apply to items we do not produce ourselves.
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. If you experience this, please reach out to support@madrockclimbing.com to see if there are any possible resolutions.
Can I exchange my shoes?
We currently do not offer exchanges. Only returns for refunds.
What is the policy for final sale items?
All items listed as "FINAL SALE" are exactly that. They do not qualify for a return or exchange.