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Refund Policy

Last updated: December 20th, 2025


At Crag to Crag, we aim to ensure our customers are satisfied with their purchases. Because we operate using a dropshipping fulfillment model, returns and refunds are subject to the conditions outlined below.

Please review this policy carefully before placing an order.


Eligibility for Returns


We accept returns only under the following circumstances:

  • The item arrived damaged

  • The item is defective

  • The wrong item was received


To be eligible for a return:

  • You must contact us within 7 days of delivery

  • The item must be unused and in its original condition

  • Proof of damage or defect (photos or video) is required


Returns requested for reasons outside the above conditions may be denied.


Non-Returnable Items


The following items are not eligible for return or refund:

  • Change of mind or incorrect size selection

  • Normal wear and tear

  • Items damaged due to misuse or improper handling

  • Items marked as final sale

  • Gift cards or downloadable products (if applicable)


Because products are shipped directly from third-party suppliers, we do not accept returns for buyer preference or sizing issues.


Refund Process


Once your return request is approved:

  • Refunds are issued to the original payment method

  • Refund processing may take 5–10 business days after approval

  • Shipping fees (if applicable) are non-refundable


Refunds are issued only after confirmation from the supplier when required.


Damaged or Defective Items


If your item arrives damaged or defective:

  1. Email us within 7 days of delivery

  2. Include:

    • Your order number

    • Clear photos or video showing the issue


Once verified, we will offer one of the following solutions at our discretion:

  • A replacement item

  • A partial refund

  • A full refund


Lost or Delayed Orders


If your order has not arrived within 30 days of shipment, please contact us.


We will work with the supplier or carrier to investigate and determine an appropriate resolution, which may include a replacement or refund when applicable.


Shipping delays caused by carriers, customs, or events beyond our control are not automatically eligible for refunds.


Incorrect Address


Customers are responsible for providing accurate shipping information.

  • Orders shipped to incorrect or incomplete addresses provided by the customer are not eligible for refunds

  • Reshipping costs may apply if an order is returned due to address issues


How to Request a Return or Refund


To initiate a request, contact us at:


Email: dylan.hartford@cragtocrag.com


Please include:

  • Order number

  • Description of the issue

  • Photo or video evidence (if applicable)


Requests submitted outside the stated timeframes may not be honored.


Policy Updates


We reserve the right to modify this Refund & Returns Policy at any time. Changes take effect immediately upon posting to this page.

Crag To Crag is about experiencing life through movement.

 

Climbing is our medium, but the pursuit is larger—presence, exploration, and connection to the natural world.

 

We believe time spent on stone, in the mountains, and outdoors sharpens perspective. Whether bouldering close to home, chasing lines on real rock, or moving through wild places, climbing becomes a way to engage fully with the moment and the environment around us.

 

Our mission is to support access to these experiences—across disciplines, locations, and skill levels—by removing barriers and encouraging people to move with intention. From indoor walls to open landscapes, we exist to help climbers experience life more completely, one movement at a time.

 

Crag To Crag is built for those who choose movement, nature, and the pursuit of something real.

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