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.
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 purchase for a full product refund (shipping not included).
Please note, original shipping is not included with refunds and we 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.
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.
Return labels are available for $5.95, which will be deducted from your refund.
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
Drop your package off at an authorized FedEx drop-off location.
If you have trouble with any of the steps above, please contact us.
Please allow 5–10 business days after dropping off your package for us to process your return. Once complete, you'll receive an email confirming your refund.
Can I return shoes in-store?
Yes, customers who purchased shoes on our website are allowed to return shoes in our store. Please note the same requirements will apply.
What is load bearing gear and can I return it?
For safety and legal reasons, we cannot accept returns or exchanges on load-bearing gear. This includes (but is not limited to) ropes, carabiners, quickdraws, belay/rappel devices, and harnesses unless defective, in which case Mad Rock's manufacturer's warranty applies.
How much do returns cost?
All refunds processed via our website will acquire a $5.95 shipping label fee that will be deducted from your refund amount. Additionally, refunds do not include the original cost of shipping.
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 from Mad Rock, 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