Refund policy

Sale items are final sale

General Return & Exchange Details

For all returns or exchanges, you must present a valid receipt.

Footwear
Must be in new condition with no wear evident on the soles, interior or uppers. To qualify for a return, shoes must be accompanied by the original box and any packaging included.

Clothing
Items must be in new condition, unwashed and unworn. All original tags must be attached.

*Other Products
Can be returned if unopened in the original manufacturer’s packaging and with original tags. The following items are final sale and not eligible for return or exchange:

• Any sale items marked 
• Gels, Bars and other “food” products
• Ski Boots that have been moulded
• Bottles
• All Safety Equipment. This includes Climbing Equipment (Example: Harnesses, Helmets, Ropes, Slings, Cams, Nuts, Carabiners), Work/Safety Equipment, Transceivers, GPS, Bear Spray, Swimwear and Underwear and Special Order products that are not regularly stocked in our store.

Gift Cards
Gift cards may not be redeemed for cash or refunded. All returned items purchased using a gift card will be refunded as merchandise credit back onto a gift card.

Sale Merchandise

Sale items are final sale.  

In-Store Purchase: Return and Exchange Policy

Regular Priced Merchandise

Refund
You can receive a full refund within 14 days from the purchase date or credit on your store account within 30 days from the purchase date. After 30 days, we will no longer accept returns.

Exchanges

You can exchange your merchandise within 14 days from the purchase date. 

Online Purchase: Return & Exchange Policy

Regular Priced Merchandise

Refunds
You can receive a full refund within 14 days of the confirmed delivery of the purchase. Up to 30 days from the confirmed delivery of a purchase, you can receive a store credit on your account. After 30 days, we will no longer accept returns.

Full price items can be returned within 30 days for a credit or 14 days for full refund. The items must still have tags and be in resealable condition. Please email info@escaperoute.ca first to receive a return authorization number. 

You'll be responsible for paying for the return shipping costs. Original shipping costs are non-refundable.

When we receive the merchandise, you will be refunded the original purchase price. The refund will be applied to the method of payment used when ordering.  Original shipping costs, if applicable, will not be refunded.   

Exchanges
We have an exchange program on several brands - see here. However on all other brands we do not offer exchanges. We recommend returning your order and placing a new order online. 

 

Returning Multiple Items

As a smaller speciality retailer, we cannot pay for multiple pairs of the same items in different sizes to be sent for customers to "try on". When you really can’t decide, give us a call, and our can staff help you with your decision. We don’t need to deplete our/your wallets and needlessly increase our carbon footprint shipping products around the country.

If you have chosen the wrong size, and need to return it for a different size we will pay to have the second item shipped out. After that, if things still don’t work out we suggest you visit us at one of our stores, or visit your local speciality retailer so that you can be helped in person.

 

Fraudulent/Return To Sender Addresses

Items thats are returned to sender due to being marked as fraudulent, or, due to repeat delivery attempts, or, refusal of delivery will be charged the full shipping cost, plus a 10% restocking fee. 

 

Warranties

If an item is not living up to the manufacturer’s stated warranty we will gladly help you deal with that item. As manufacturer's warranties vary from vendor to vendor, we handle all warranties on a case-by-case basis. Please contact us at orders@escaperoute.ca so we can help get that item repaired or replaced.