Customer Support

We are here to help! If you have any questions about the products on our site or would want to double-check the current weather in Squamish, feel free to contact us. Our staff enjoys talking about climbing equipment and climbing shoes! Feel free to call us if you have questions about fit and style, or if you require a certain type of climbing or alpine gear.

Please call us in-store for an immediate response during our store hours.

Phone: 1-877-48-CLIMB // 604-892-2243

Address: 37873 Cleveland Ave. Squamish, BC

You can also email us for general inquiries, special orders, and for any questions you may have about our store and products. We typically respond within 1-2 business days via email. Thank you!

✉ General Information

For general information or Special Orders not related to Work and Rescue equipment, send an email to [email protected] 

✉ For Work and Rescue Special Orders

Send an email to [email protected] 

STORE HOURS
Hours Open Season
9am-7pm SPRING
(Mid-March to Early-May)
8am-8pm SUMMER
(May to BC Labour Day)
9am-7pm FALL
(After BC Labour Day to Late September)
9am-7pm WINTER
(October to Mid-March)

Frequently Asked Questions and Information

1 Store Updates
1.1 COVID-19 Store Update

2021: We are practising health and safety precautions that WorkSafe BC has laid out to ensure the safety of our employees and customers. Our health and safety measures include:

  1. Practising physical distancing in-store.
  2. Providing a hand sanitization station upon entry in-store. 
  3. Posting our occupancy limit of 10 people in-store.
  4. Using acrylic protective shields at our cash registers.
  5. Enhancing cleaning and disinfecting protocols.
  6. Encouraging contactless payment methods.
  7. Providing in-store pickup options for our online customers.
2 Special Orders
2.1 Special Orders not related to Work and Rescue

As a specialty retailer we understand that you need specific gear to achieve your climbing goals and sometimes we do not have the special products you need. We offer Special Orders on hard to find technical products from the brands we carry when we do not have an equivalent product in-store. We will acquire special order products with our next incoming store order. We do not accept returns on special order products that we do not regularly stock in-store.

For Special Orders not related to Work and Rescue equipment, please e-mail [email protected] and include the following:

  • Subject: Special Order for [Insert Item Name]
  • Name/Company and Contact information.
  • Item(s) you'd like to special order.

We typically respond within 2-3 Business Days. Thank you!

2.2 Work and Rescue Special Order

Work and Rescue items are available for Special Order. If we currently do not have a certain item in-stock or you'd like to Order items that we do not have online, we will try to provide the item for you.

For Work and Rescue Special Orders, please e-mail Kris at [email protected] and include the following:

  • Subject: Work and Rescue Special Order
  • Name/Company and Contact information.
  • Item(s) you'd like to special order and how many you need.
  • Example: 3 x NEW ENGLAND KMIII 10.5MM FULL SPOOL - Safety Green colour

We typically respond within 2-3 Business Days. Thank you!

3 My Order
3.1 Why did my order not go through?

Q: "I am trying to complete my online order but the notification says that the Payment Failed."

Q: "I keep getting Awaiting Payment emails."

When you run into Payment Failures or if you receive an "Order Awaiting Payment Notification" email, it means your order has not passed the payment process. A customer has entered the postal code that does not match the postal code with their card-issuing bank.

To remedy this issue, please follow these steps:

  1. Log into your account. If you did not start an account with us, Create an Account with the same email address you made the order with. It should retrieve any past orders you made with us.
  2. Once you're logged in, click to Edit Billing Address and change the address to match with your card-issuing bank. Click Save.
  3. Click My Orders to view all your Orders.
  4. Go to your most recent order with the status "Awaiting Payment".
  5. Under the "Payment" heading for the order, click on the "Pay Now" link or scroll to the bottom and hit the "Pay Now" blue button.
  6. Follow the payment steps.
3.2 How do I check my order?

You can check your order by logging into your account.

If you ordered without starting an account (ordered as a guest), you can Create an Account with the same email address you made the order with. It should retrieve all your orders with us automatically and the history of your orders can be viewed.

If you still need help with your order, please send us an email or call us.

Free shipping in Canada for orders above $150.
Flat rate of $20 shipping to the States.
Special Order for Work at Heights. Contact Us!
Free contactless curbside pickup.
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