Shipping Information

All orders ship from our store in Canmore, Alberta. We provide free shipping on all orders over $150 CAD, with some exceptions for oversized or overweight items.

Every order receives a tracking number once it leaves our store. If you did not receive a tracking email, please check your junk or spam folder before contacting us.

Carriers we use in Canada:

• Canada Post
• Canpar
• Purolator
• FedEx
• UPS

We always aim to provide the most reliable courier option based on your location and the nature of your order.

Supported Shipping Zones

• Canada: We ship to all provinces and territories using Canada Post, Canpar, UPS, and FedEx.
• United States: At this time, shipping to the U.S. is suspended until further notice. We apologize for any inconvenience.

Shipping Costs

• Orders under $150: Flat rate of $20.00
• Orders over $150: Free shipping within Canada (exceptions apply)

Exceptions to Free Shipping

• $20.00 for climbing ropes, hiking and ski poles, and sale items
• $40.00 for skis and avalanche airbags
• Crash pads: Not shippable. They may be purchased online and picked up in-store only.

Order Processing + Delivery Times

• Processing Time: Orders are processed within 1–2 business days (excluding weekends and holidays).
• Estimated Delivery Times:
• Alberta: 1–2 business days
• British Columbia, Saskatchewan & Manitoba: 3–5 business days
• Ontario & Quebec: 3–7 business days
• Maritimes: 7+ business days

Payment Options

We accept the following payment methods:

• Visa, MasterCard, American Express
• PayPal
• Apple Pay
• Google Pay

Returns, Exchanges, Damages + Lost Packages

Returns & Exchanges

• Returns are accepted within 10 days of receipt for a refund.
• Exchanges are only available in-store. No exchanges by mail.
• Returned items must be unused, in original packaging, and accompanied by proof of purchase.
• Customers are responsible for return shipping costs unless the return is due to our error.
• You must obtain a Return Authorization Number (RA#) from us before sending the item back, and it must be clearly marked on the outside of the package.
• Items shipped in boxes (e.g. boots, shoes, bindings) must be returned with the original box in the same condition.
• We encourage you to reuse the shipping box your order arrived in.

Final Sale Items:

Clearance or sale items cannot be returned or exchanged.

Exceptions

⚠️ For safety reasons, we cannot accept returns or exchanges on safety equipment (e.g., harness, carabiner, helmet, rope, belay device, etc).

Damages

If your order arrives damaged, please contact us right away. We will work quickly with you to arrange a replacement or refund.

Lost Packages

If your package is lost in transit, please notify us immediately. We will open a trace with the courier.

Manufacturer’s Warranty

After 30 days, only the manufacturer’s warranty applies.
If your equipment fails due to a manufacturing defect, please contact us for assistance.
This warranty does not cover misuse, accidental damage, or normal wear and tear.

Return Procedure

Before returning an item, please contact us at:

• Email
• Phone: 1-403-609-8226

We will provide you with a Return Authorization Number (RA #), which must be clearly written on the outside of your package.

Return Address:
Vertical Addiction – Returns Department
1300 Railway Avenue
Canmore, Alberta
T1W 1P6

⚠️ We strongly recommend that you insure your return package and request a tracking number. We cannot be held responsible for lost return shipments.

Contact Information:

If you have any questions or require further assistance regarding our Shipping and Payment Policy, please contact us:

• Email
• Phone: 1-403-609-8226
• Address: 1300 Railway Avenue, Canmore, Alberta

We are committed to providing exceptional service and ensuring your shopping experience with us is enjoyable and hassle-free.