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:
-Returns of cut-to-length or Per Foot ropes are not accepted for returns.
-Returns of Bundled length ropes are not accepted for returns (-25 Feet, -50 Feet, -100 Feet). Bundles are not the same as pre-cut ropes. Bundles are listed to provide the most cost effective prices for our customers.
-Clearance items are not eligible for returns, all Shorts are Final Sale.
-Custom Splice orders are not eligible for returns. These orders are hand spliced and made to order based on the specifications provided.*This is for a number of reasons — most notably safety, usability, and reusability*
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Returns of NEW, unused factory sealed spools of rope will be accepted less a 25% restocking fee. (Unless exchange is approved - see Exchange information below).
Refunds, minus the shipping and restocking fee (if applicable) will be issued to the payment method used to place the order within five business days of return receipt.
Shipping charges are non-refundable for undelivered, unclaimed, or refused packages. Refunds will be authorized within one business week of order received. Returns must be sent to our warehouse within 30 days of RMA authorization.Return/Exchange Procedure:
Please call/chat customer service at 1-888-619-ROPE with your return request prior to shipping back your return to ensure that your order is valid for a full refund.
Please include your order number (RMA#) for reference & smooth return process.Your order number is your RMA number.
Exchanges for factory sealed unused spools of rope 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. You may use the delivery service of your choosing as long as tracking is available to ensure that ropethe.com receives your return.
*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.
Invalid Shipping Address/Lost Packages
Customers are responsible to provide a valid shipping address during the checkout process. If your package is 'Returned to Sender', then we will refund you less the S&H fee. See Refused Shipments below.
Customers need to notify ropethe.com immediately to initiate a tracer on lost/missing address packages. If there is a fee required by the carrier, the customer will be required to pay that fee.
Refused Shipments
If a shipment is refused, the carrier will return the package(s) to ropethe.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 approved returns, which will be waived if a replacement order is placed. Restocking fee can be subject to adjustment based on order returned.
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.
Defective/Damaged Returns
If we receive your return(s) and it arrives damaged or defective. It is not considered in resellable condition, return will be subject to a higher restocking fee.
