All your questions on how to send us your shoes to be resoled– answered!
Can’t find the answer to your question below? Contact us!
Don’t Send Us This!
- Tyvek envelopes work great. Send your entire order in ONE package!
- Write the order # below your return address on the package.
- Keep your tracking number. Once the shoes arrive you’ll receive a confirmation email.
- Do not use the brown mailers from the Post Office!!
How do I send my shoes to you?
Shipping shoes to us for resole:
Shipping Insurance is added to all orders at approximately $1.50 per pair of shoes. – WE do NOT cover shipping losses/damages on packages sent TO us. Shipping insurance is cheap compared to loosing your shoes, and keeps you protected.
Do not wrap the shoes in plastic bags. Generally, plastic bags are not good for climbing shoes, which need to breath so that the materials on the inside don’t rot out.
Please don’t send us packing peanuts. Newspaper works great as filler.
Please don’t send us carabiners, or anything that you aren’t sending in for repair!
If you are having your shipping dpt. at work send your shoes PLEASE PUT YOUR ORDER #/NAME INSIDE THE BOX. The shipping dpt. will have only their name on the return label and most times, do not include the order #. We then have an accumulation of “mystery” shoes!
We have found that single pairs fit great in the Priority Mail flat rate padded envelopes through the Post Office for about $6.00. Since it is priority mail, you will receive a shipping confirmation. This is the best way to send single pairs. Please do not use shoeboxes, they are not meant for shipping and have been known to pop open.
For 2 pairs, the Priority Mail Tyvek bags through the PO work very well (you can double them up). You aren’t paying for the weight of the box and they are stronger than anything out there.
Please do NOT send your order in multiple packages! They will most likely NOT arrive on the same day and it makes it REALLY hard for us to keep your entire order together.
Do NOT purchase the “Mailer” packages at the post office. They are the brown packages that you have to buy at the PO. They FALL apart! You will LOSE your shoes! The cushion mailers are the worst. And if your shoes can fit in one of those packages, they can generally fit in a Tyvek bag. Just in case you don’t believe us, here is a photo of a typical mailer we receive. Fortunately, no shoes fell out of this one!
Please keep your tracking number! Although we will send you a confirmation email when your shoes arrive, shipping happens – with ALL the carriers – and in the event that something with yours goes awry in transit, you will want to track it down.
What happens when you receive my shoes?
When we return your shoes to you, you will get a tracking number. We send the majority of our packages via USPS. Unfortunately, the tracking info from the PO will not list the destination address. Your package will be sent to the shipping address you entered online, NOT the billing address listed in the payment receipt that you got in a separate email.
Can you confirm the arrival of my shoes?
Yes, you will receive a confirmation email from us, via our online ordering system. But please still keep your tracking number!
Shipping Insurance Policy Details:
What if I need to change my shipping address or info due to a change in my situation?
We will do our best to look for your shoes, but we need to know the date that they arrived. Please check your spam folder to see if our confirmation email went there. Use your tracking number to check the arrival date.
Changing shipping addresses:
Please send us an email at firstname.lastname@example.org with your corrected shipping address. We can and do, ship to many popular climbing destinations, as well as overseas.
What if the online order process doesn't work for me?
Most online errors occur because of a mismatch with the billing address of the credit card. If you need to re-enter the billing address, please select “add a new card” and re-enter the card info as well. It seems that once the system has the credit card info, it keeps using the billing address initially entered. If all else fails – contact us and we will help you with the online form. The online system is the best way for us to stay organized and make sure your shoes get back to you and not go to someone across the country.
Do I get the box with my new shoe purchases?
Saving the planet – one box at a time! We send the shoeboxes back to the manufacturer and give you FREE shipping! If you would like the box, please let us know and we will get back to you with a shipping rate. Thanks!