Frequently Asked Questions
Everything you need to know about your next adventure with Neptune Mountaineering.
What is your return policy on technical climbing gear?
For safety reasons, technical climbing hardware and life-safety equipment cannot be returned once they have left our facility. All other apparel and footwear can be returned within 30 days of purchase, provided they are in new, unworn condition with original tags.
How long does shipping take within the United States?
Standard shipping typically takes 3-7 business days. We also offer expedited 2-day and overnight shipping options for those last-minute expeditions. Orders over $99 qualify for free standard shipping.
Do you offer professional boot fitting services online?
While we offer comprehensive sizing guides on our product pages, we recommend visiting our Boulder, CO flagship store for a professional custom fit. If you are shopping online, our gear experts are available via chat to help you select the right size based on your measurements.
Are your products covered by a warranty?
Yes, all products sold by Neptune Mountaineering are covered by the original manufacturer's warranty. This typically covers defects in materials and workmanship, though it does not cover normal wear and tear or damage from accidents.
Which payment methods do you accept?
We accept all major credit cards (Visa, Mastercard, American Express, Discover), as well as PayPal, Apple Pay, and Google Pay. We also offer financing options through Affirm for larger gear purchases.
How can I track my order status?
Once your order has been processed and shipped, you will receive an email confirmation containing a tracking number and a link to the carrier's website to monitor your delivery progress.