Got questions about what returns and exchanges look like? Look no further — here's everything you need to know.
Pro tip: buy a short length of rope to test before placing a large order.
Returns of cut pieces of rope are not accepted unless there is a manufacturer defect. If you purchased a rope product that is less than a full reel of rope, or a product that didn't come in manufacturers packaging, it is a cut piece of rope and not eligible for return. This is for a number of reasons — most notably safety, usability, and reusability.
Factory sealed and unused products may be returned within 14 days of order delivery. Refunds, minus the shipping and restocking fee (if applicable) will be issued to the payment method used to place the order within 5 business days of return receipt. Shipping charges are non-refundable for undelivered, unclaimed, or refused packages.
Please call customer service at 1-888-619-ROPE with your return/exchange request prior to shipping back your return to ensure that your order is valid for a full refund. You may use the delivery service of your choosing as long as tracking is available to ensure that ROPE.com receives your return.
If a shipment is refused, the carrier will return the package(s) to ROPE.com. The customer is responsible for the cost of both the outbound shipping and the return shipping, and that amount will be deducted from any credit the customer is due. The restocking fee may also apply.
There is a 25% restocking fee for all returns, which will be waived if a replacement order is placed.
Partial returns are accepted for only compete items. You cannot receive a rope product, cut it and keep a portion for a prorated refund. Refunds will be processed for only complete items sent back, less the restocking fee.
Exchanges for items of the same quantity or value are processed without a restocking fee. Place your new order online and include your new order number on the return slip of the original order. Please note — Customers are responsible for return shipments of the original items. Refunds do not include costs for the original shipment or costs incurred upon return shipment.
If the replacement item is higher value, you will be charged the difference of the replacement item over the original item value. If the replacement item is lesser value, you will be refunded the difference of the original item, less the replacement item value.