Return Policy

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.

To make a return, please first read through our Return Policy below. Please be aware that we are not able to issue refunds for final sale, demo, discontinued items, and load bearing gear.

We can only offer return labels for customers who bought multiple shoes for sizing purposes or for customers who need to exchange for a different size. If that’s you, please fill out the return form down below and then contact store@madrockclimbing.com. Return labels are $4.95 and will be sent to your email within 2 business days. Continue following the steps listed down below to send your shoes back to us.

For all other returns, we do not offer return labels. Please follow the steps listed down below to complete your return. A refund for the initial purchase (shipping not included) will be issued when we’ve received and processed your return.

UK ORDERS

All sales are final for orders shipped to the UK. At this time, we cannot accept any returns or exchanges.

RETURN POLICY FOR NON-LOAD BEARING GEAR

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.

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.

HOW TO MAKE YOUR RETURN

  1. Place your item(s) in unworn condition, with tags attached, and 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.
  2. Please include your original packing slip with your items. If you do not have your original packing slip, please print out your completed return form and include that with your items. The option to print your return form is located on the (…) button after you submit your response.

If you are not able to locate your invoice or 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! If you obtained a return label from us, it must be dropped off at a FedEx location. 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

Please 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