Got questions about what returns and exchanges look like? Look no further — here's everything you need to know.
Support
Returns
➡️*Pro tip: buy a sample length of rope to test before placing a large order.⬅️
Return Policy:
Custom Spliced Orders are not eligible for returns. These orders are hand spliced and made to order based on the specifications provided.
Returns of cut pieces of rope are not accepted unless there is a manufacturer defect. This is for a number of reasons — most notably safety, usability, and reusability.
*If you purchased a length of rope that is less than a full spool, or a product that didn't come in manufacturers packaging, it is considered a cut piece of rope and not eligible for return.*Factory sealed and unused products may be returned within 14 days of 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.
Return/Exchange Procedure:
Your order number is your RMA number. Please call/chat customer service at 1-888-619-ROPE with your return 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. Please include your order number for reference and smooth return process.
Exchanges for items of the same quantity or value will be processed without a restocking fee:
1. Place your new order online
2. Include your new order number on the return of the original order
3. 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.
4. If you require a return label we can provide one for you, the fee of this label will also be deducted from your return fee. Refunds do not include costs for the original shipment or costs incurred upon return shipment.
Refused Shipments
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.
Restocking Fee
There is a 25% restocking fee for all returns, which will be waived if a replacement order is placed.
Partial Returns
Partial returns are accepted for only complete 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.
