Question 1

When should I receive my order?

Accepted Answer

Once you ordered, please allow us 1-2 days to process your order. All or holds are made upon orders, expect the fabrication to take Around 10-14 business days before you order is expedited. Take note that it could be faster depending on the size of the order and the amount of work we have on the table.

Question 2

What if I need my holds sooner?

Accepted Answer

If for a reason you need your holds sooner, please leave a note including when you need the order when submitting your order and choose the rush order option. We will do our best to help you receive on time. There will be a 15% charge added to your invoice and your order will be shipped within 5 business days or less.
We also suggest that you choose a faster shipping option depending on your deadline. We are not responsible for delays due to shipping companies.

Question 3

How can I get free shipping?

Accepted Answer

You will get free standard shipping within Canada when your order reaches 199$ before taxes. It will be automatically applied at check out.

Question 4

Will I get to pay duties and taxes if I order from outside Canada?

Accepted Answer

You should expect to pay duties and taxes for importing products to your country. These will be billed to you by the shipping company on arrival and are not of our responsibility.

Question 5

What if I need to cancel or return my order?

Accepted Answer

If for a reason you need to return an order, you will have 14 days from the date you received the holds to ask for a return authorization. In order to be accepted as a return the holds must still be unused in their original packaging. You will need to pay the shipping back to us and the holds must be shipped within 7 days of when the return authorization is given. Please allow a 10 day period once we received the holds to get the return approval and reimbursement. Note that a 15% restocking fee will be subtracted from reimbursement.

If you need to cancel an order once it is submitted, please inform us as soon as possible. If the production of the order as already started, we will to subtract a 15% restocking fee from the reimbursement.

Question 6

Is there a warranty on holds?

Accepted Answer

Our holds are covered under a 3 year warranty from the date you receive them according to the shipping carrier confirmation. The warranty covers defects from production and will not cover damages due to typical wear and tear. We would cover the cost of shipping in that case. We are not responsible for any incidental or consequential damages due to proper or improper use of the product. The user is solely responsible to obtain proper training and instruction before use.

Question 7

Is hardware included in with my holds?

Accepted Answer

Hardware is not included with the holds but you will get the option to add the necessary bolts and screws for the holds you ordered.

Question 8

What are your holds made of?

Accepted Answer

Our holds are made with a high end polyurethane specially formulated for climbing holds over years of work and meeting the highest standard of the industry.

Question 9

Do you sell factory seconds?

Accepted Answer

We do sell factory seconds in mystery boxes. Check out the mystery box page HERE.

FAQ