Thank you for shopping at Bent Gate Mountaineering!

Contact | Hours | Guarantee/Returns | Sale Prices | Price Matching | Warranty Policy |Payment Methods and International Orders | Shipping | Damaged/Lost Packages | Shipper Holidays | Tax | In-Store Pick Up| Codes, Coupons, and Gift Certificates



Contact info
Bent Gate Mountaineering
1313 Washington Ave.
Golden, CO 80401

(877) BENT-GATE toll free
(877) 236-8428 same as above
(303) 271-9382 local phone
(303) 271-3980 fax

www.bentgate.com : web address
bentgate@bentgate.com :general email



Store Hours
Sunday - Thursday 10am-8pm
Friday 10am-5pm
Saturday CLOSED


Online Order Assistance
(for help with existing orders)		 Sunday - Thursday 10am-8pm Mountain Time Zone
Friday 10am-5pm Mountain Time Zone
Saturday CLOSED


For online orders:

Be prepared for us to contact you within 24 hours of your order being placed (It may take up to 48 hours over the weekend, since we are closed on Saturdays). We will contact you via phone or email if we have any questions about billing or shipping, or if items on your order are out-of-stock or backordered. Otherwise, you should be receiving an email notification with your tracking number.



Satisfaction
Guarantee
Returns		 Most* items carry a 30 day money back guarantee! If an item does not fit or is not what you were expecting, it may be exchanged or returned for a full refund. Items must be in new condition with original packaging. Please only wear footwear indoors while deciding if it will work for you. If you have any questions, please call 877-BENT-GATE or email bentgate@bentgate.com Our 30 day return policy gives you time to decide if the product is right for you, while enabling us to sell the item in season if you decide it isn’t just what you’re looking for.

*NOTE: Due to the nature of some products, no returns or exchanges are possible. This includes: Safety Equipment—including but not limited to harnesses, ropes, cord, climbing hardware (cams, nuts, carabiners, quickdraws, etc), slings, runners, helmets; Avalanche Safety Gear—including beacons, avalungs (if plastic is removed from mouth piece), packs with avalungs (if plastic is removed from avalung mouth piece),and ice screws; Mounted or drilled skis (unless we messed up); and trimmed skins.

For returns, a Return Authorization is NOT NECESSARY. Please make sure the item is within the appropriate return period, and is eligible for return. If you have the orange sheet that came with your order, simply follow the directions on the back. If you are missing this sheet, please provide us with the following information:

  • Your First and Last Name
  • Your order number (if known)
  • A phone number where you can be reached if we have any questions
  • What you would like done (refund, exchange, warranty, etc.)

Ship to:

Bent Gate Mountaineering
Attn: Order # (insert your order number here)
1313 Washington Ave.
Golden, CO 80401






Sale Prices Unless specifically mentioned, sale prices are not guaranteed to last for any set period of time. Orders are filled on a "first come, first serve" basis.




Price Matching We are happy to try to match prices for you. We only attempt to price match items (from USA based companies) of the same model year that are in stock in the same size and color. If you would like to inquire about price matching, please have the website/store contact information, which you are wanting us to price match, readily available. Feel free to email us price matching questions at bentgate@bentgate.com




Warranty

We are glad to handle manufacturer’s warranty issues for you. You are responsible for the cost of shipping items back to Bent Gate Mountaineering for warranty evaluation/service. Please ship back items in a clean condition. Clothing MUST be washed before it is returned. Gear must also be cleaned.

We recommend shipping your package through a service that provides a tracking number and insurance, like UPS or FedEx. Please include any pertinent information as to what the problem with the item is, the more information you provide, the better we can serve you. Please include a copy of your receipt if possible, and your phone number so we can contact you.

If the item was purchased through Bent Gate Mountaineering within the last year, we will pay shipping charges to and from the manufacturer for customers within the United States. International customers will be responsible for all shipping costs to and from our store. All customers will be responsible for all shipping charges on any items purchased more than a year ago. If the item was not purchased at Bent Gate Mountaineering, there will be a $10 service charge, plus the customer will be responsible for all shipping costs. Bent Gate Mountaineering adheres to the manufacturer’s guidelines, and final decisions will be made by Bent Gate Mountaineering in conjunction with the manufacturer.



Payment Methods
and International
Orders

Our website automatically authorizes your credit card when you place your order. This is not a charge. Basically it will show up in the authorization section of your account, and is used to determine if there is enough money available in your account to fulfill your payment. Once we receive your order we manually charge all cards. If we have a question on any part of your order, we will contact you before we charge your card.


Unfortunately our system cannot verify credit cards with international billing addresses. Our system is only set up to verify US credit cards. For international credit cards we require the use of paypal. This is to protect our customers against wrongful use of their credit cards, and to protect us from fraud. PayPal is easy, and it’s free. It gives us the security and verification that we need, with no need for additional information from you. Just go to www.paypal.com and sign up for an account. You enter your credit card information on their website just like you would on ours. However, they have the capacity for verifying international credit cards.
Shipping

Shipping to the Continental US (Lower 48) is free for orders over $49. Additional shipping costs may apply to oversized items such as bouldering pads. In the event additional shipping costs are necessary, you will be contacted before any additional costs are added.

We charge actual shipping costs to ship to Hawaii, Alaska, and APO/FPO addresses. We will contact you with a shipping quote before we proceed with your order. Unfortunately these shipping costs are not automatically calculated when you check out. After we contact you, your order will not be processed until we hear back from you and you confirm shipping charges.

We also charge actual shipping costs to ship internationally. We will contact you with a shipping quote before we proceed with your order. It is not automatically calculated when you check out. Additional customs and duties may apply depending on country; this is the buyer’s responsibility. Shipping UPS Worldwide Expedited takes 3-5 days in shipping; custom delays may occur and are out of our control.

If you would like to expedite your shipping method, we charge $15 for UPS 2nd Day Air within the continental US ($30 for skis). If you would like to ship overnight, please email us at bentgate@bentgate.com, call us at 303-271-9382, or toll free at 1-877-236-8428. Our website does not automatically calculate overnight shipping rates.

Most orders are shipped UPS Ground. This requires a physical address, and cannot be delivered to PO Boxes. To ship USPS, we charge actual shipping costs. Shipping via UPS Ground generally takes 3-5 days.

Note that the international shipping costs for inexpensive items are often prohibitively expensive. Please contact us at bentgate@bentgate.com or by phone at 303-271-9382 if you have any questions.

There are certain brands we cannot ship outside North America, this includes but may not be limited to: Arc’teryx, La Sportiva, and Hilleberg.

Damaged/Lost Packages On rare occasions packages are damaged or lost. If this occurs please contact us immediately so we can begin the claims process with UPS. Thanks!
Shipper Holidays

Packages do not ship on weekends and holidays.

UPS is closed in observation of the following holidays:

Memorial Day - May 28, 2012

Independence Day - July 4, 2012

Labor Day - September 3, 2012

Thanksgiving Day - November 22, 2012

Day after Thanksgiving - November 23, 2012

Christmas - December 25, 2012

New Year's Day - January 1, 2013

 Adverse weather may delay delivery; check your tracking number if this is a concern.

Please contact us if you have any questions.
Tax
 Tax in Golden, CO is 7.6%. This is the brick and mortar location of our small family owned business. If we ship to Golden, or you would like to pick up your order in store, 7.6% tax will be applicable.

All shipping within the State of Colorado is subject to Colorado state sales tax, which is 4.1%.

We do not charge any taxes when shipping outside the state of Colorado.

International orders may be subject to taxes and duties, these are the customer’s responsibility. If you would like an idea of these charges, please contact your local shipping offices.
In-Store
Pick Up		 You are more than welcome to pick up your orders in store! If you would like this option, just select “In Store Pick Up” on the shipping menu of your online order. We will email you when your order is ready (if it’s been more than 24 hours please contact us, as our email may have gotten trapped by your spam filter).

When you come into the store to pick up your order, just ask at the front registers. Golden sales tax (7.6%) will apply to all orders pick up in store. Don’t forget to check our hours. We are closed on Saturdays and close early on Fridays.

If you need an "express" pick up, please call ahead (or email) and make arrangements with our staff.


Codes
Coupons, and Gift Certificates		 Gift certificates are available! We have separate gift certificates for in-store and online use. In-store gift cards, which look like a credit card, will arrive in the mail. Online gift certificates are a code. They are applied online at checkout, with the entry of the code. If you order an online gift certificate an email and the gift code will be sent to the specified email address.

Occasionally we have coupon codes. These are to be entered at checkout as well. Coupon codes do not apply to certain brands/items due to vendor agreements. They also cannot be added to other discounts. They are also not valid on gift cards and codes.

Updated 8.2010

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