Shipping & Returns
Shipping to the contiguous United States (Lower 48) is free for orders over $99. In the event additional shipping costs are necessary, you will be contacted before any additional costs are added.
We also charge actual shipping costs to ship internationally. Additional customs and duties may apply depending on the country; this is the buyer’s responsibility. Shipping FedEx International takes 3-5 days in shipping; custom delays may occur and are out of our control. Please contact us to ship internationally, we can be reached by email or phone at [email protected], 303-271-9382, or toll-free at 1-877-236-8428.
If you would like to expedite your shipping method, please contact us. We can be reached by email or phone at [email protected], 303-271-9382, or toll-free at 1-877-236-8428.
Most orders are shipped either FedEx or USPS. FedEx requires a physical address, and cannot be delivered to PO Boxes. To ship USPS we charge actual shipping costs. Free shipping via FedEx or USPS generally takes 3-5 business days.
Note that the international shipping costs for inexpensive items are often prohibitively expensive. Please contact us at [email protected] or by phone at 303-271-9382 (toll-free at 1-877-236-8428) 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.
Lost & Stolen Packages
All risk of loss, theft, or damage to a product passes to the customer once the carrier has confirmed delivery of the order. Bentgate Mountaineering does not take responsibility for packages once they have been delivered to the address provided in the order. If you need to adjust the shipping address, please contact via phone or email ASAP. We cannot adjust delivery once the order has shipped.
In the case an order is lost by the carrier, we will work with the carrier to provide a resolution, and will re-ship the order or provide a refund if order is not received in 7 business days.
On rare occasions packages are damaged. If this occurs we need you to save all packaging, and please contact us immediately so we can begin the claims process with the courier.
Packages do not ship on weekends or holidays, including:
New Year's Day
*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 the 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 [email protected]. 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 the season if you decide it isn't just what you're looking for. Anything outside of the normal return criteria (30 days, new condition, box, tags, proof of purchase) is up to a manager's discretion and may either be declined or incur a restocking fee.
*NOTE: Due to the nature of some products, no returns or exchanges are possible*
NO EXCHANGES OR RETURNS ON CLIMBING HARDWEAR
This includes: Safety Equipment - including but not limited to harnesses, ropes, cord, climbing hardware (cams, nuts, carabiners, quickdraws, etc) slings, runners, helmets; and ice screws;
Mounted or drilled skis (unless we messed up) and trimmed skins.
For returns, a Return Authorization is requested. Please make sure the item is within the appropriate return period and is eligible for return. We recommend you ship your return via FedEx or UPS, and insure your package for the value of its contents. Occasionally packages are damaged in shipping. You are responsible for the package until it arrives at our store.
To request a FedEx return label and authorization, please follow these steps;
1. Log into your store, then go to "My Account."
2. Go to Completed Orders, then click Return Item(s) next to their item.
3. Fill out the following items on the return request:
- Quantity to return
- Return reason
- Return action optional
- Comments optional
4. Click Submit Return Request.
If you placed an order as a guest and would like a return label, get in touch with our customer service team by calling 303.271.9382 or email [email protected].
With all products, please return the original packaging (especially shoes & boot boxes) and enclose it inside a shipping envelope or box (don't just stick postage on the original box as it's not saleable that way).
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.)
Return Order # _________
1313 Washington Ave
Golden, CO 80401