Customer Service

Expedited Shipping & Handling through UPS
Expedited shipping requests ordered before 12 Noon Mountain Standard Time will be processed by the end of that business day. (Monday – Friday) After 12 noon, they will go out the next business day.

3 Day Express = $15.95 3 Day Express not available for Alaska and Hawaii
2nd Day Air = $25.95
Next Day Air = $45.95

Residents of Alaska and Hawaii please add an extra $40.

P.O. Boxes
We deliver to P.O. Boxes as well as APO addresses through the United States Post Office.

International Shipping & Handling
Unfortunately, at this time, we are unable to ship to destinations outside of the United States.

Returns
If you find that you need to return a purchase that you’ve made from Neptune Mountaineering, we’ll be happy to refund your money or exchange the item subject to the following conditions: items must be returned within 21 days, be in new/unused condition, accompanied by all tags/packaging and a copy of your receipt. We expect that you will wear footwear for some time before you decide to keep it, but you may not wear footwear outside and then return it. Even footwear must be new/unused, clean and unwashed condition.

Non Returnable Items
Due to certain safety and liability issues, some items are not returnable unless it is a warranty issue. This includes but may not be limited to all safety oriented climbing and avalanche equipment. Please call Neptune Mountaineering prior to returning any safety oriented equipment.

*NOTE: Unfortunately, due to the nature of some products, no returns or exchanges are possible. These products are as follows: Climbing gear, Rope, Webbing, Webbing Products (including but not limited to: harnesses, runners, slings, quickdraws)

Electronics, videos and DVD’s are not returnable, except for warranty issues.

Sales and Closeouts
Sale and closeout items are sold “as is” and are not returnable for any reason.

Warranties
Items returned to us for warranty evaluation will be dealt with through our suppliers to determine if the problem is a manufacturer defect. Please include an explanation of how the failure occurred. This information will be included in our correspondence with our suppliers. By law, all items sent in for warranty evaluation must be clean or a cleaning fee will be assessed and resolution of the problem will be delayed. After an item has been declared a warranty, the item will be repaired or replaced according to the suppliers policy and then returned to you as promptly as we can. We will also reimburse you for the cost of shipping the item to us. In the event that the item is not a warranted, you will owe us $10.00 ($25 oversized) shipping and handling before the item is returned to you.