At R&W Rope Sales Shop, we understand that professional climbers, arborists, and marine specialists rely on our high-performance ropes and safety gear. That’s why we’re committed to providing transparent shipping information and a straightforward returns process for your peace of mind.

Shipping Information

Order Processing Time

All orders are processed within 1-2 business days (excluding weekends and holidays). You’ll receive a confirmation email with tracking information once your order ships.

Shipping Methods & Delivery Times

We offer two reliable shipping options to meet your needs:

  • Standard Shipping ($12.95):
    • Carrier: DHL or FedEx
    • Delivery Time: 10-15 business days after shipment
    • Includes tracking and insurance
  • Free Shipping:
    • Available for orders over $50
    • Carrier: EMS
    • Delivery Time: 15-25 business days after shipment

Note: Delivery times are estimates and may vary depending on destination and customs processing. We ship worldwide except to certain Asian countries and remote locations.

Returns & Exchanges

We stand behind our professional-grade ropes and climbing gear. If you’re not completely satisfied, we’ll make it right.

Return Policy Overview

  • Return window: 15 days from receipt of order
  • Items must be in original, unused condition with all tags attached
  • Original packaging and receipt/order confirmation required
  • Customer pays return shipping unless the return is due to our error

Non-Returnable Items

For safety and hygiene reasons, we cannot accept returns on:

  • Cut-to-length rope products (custom lengths)
  • Used climbing or safety gear
  • Closeout & surplus items (clearly marked in product descriptions)

How to Return an Item

Step 1: Request a Return Authorization

Email our customer service team at [email protected] with:

  • Subject: Return Request – Order #[Your Order Number]
  • Body:
    • Your order number
    • Product name
    • Reason for return
    • Preferred resolution (refund or exchange)

Step 2: Package Your Return

After receiving your Return Authorization Number (RMA):

  • Securely repackage item(s) in original packaging
  • Include a copy of your order confirmation
  • Write the RMA number clearly on the package exterior

Step 3: Ship Your Return

Send your return to:

R&W Rope Sales Shop
Returns Department – RMA #[Your RMA Number]
3539 Crowfield Road
Albuquerque, NM 87101
USA

Important: We recommend using a trackable shipping method for your protection. Return shipping costs are your responsibility unless the return is due to our error.

Refund Processing

Once we receive and inspect your return:

  • Refund Method: Original payment method (Visa, MasterCard, JCB, or PayPal)
  • Processing Time: 3-5 business days after return receipt
  • Bank Processing: Additional 3-10 business days may be needed for the refund to appear on your statement

Exchanges

For exchanges:

  • Follow the standard return process above
  • Clearly specify your desired exchange product
  • You’ll be responsible for any price difference and additional shipping costs
  • We’ll ship your replacement after receiving your return

Damaged or Defective Items

If you receive a damaged or defective product:

  • Contact us immediately at [email protected]
  • Include photos of the damage/defect
  • We’ll arrange a replacement or refund and provide a prepaid return label if needed

Professional-Grade Assurance

We maintain rigorous quality control standards because we know our customers depend on our products for critical applications. Whether you’re scaling heights, working with trees, or securing marine vessels, you can trust R&W Rope Sales Shop for reliable gear and customer service.

Questions?

Contact our customer service team at [email protected] or call +1 (505) XXX-XXXX during Mountain Time business hours.