Returns & Exchanges
Wild Rock remains absolutely committed to helping our customers fuel their outdoor passions with the best outdoor gear. We understand that sometimes a purchase just isn't quite right.
We are happy to accept in-store, as well as pre-arranged returns and exchanges via curbside service (simply call us at 705-745-9133 or email us to set up a date to drop by). When you arrive for a curbside service, please call us or knock on the door to let us know you're there!
- Returns can be made for store credit, or refund within 30 days of purchase. Sale and discounted items can be returned for STORE CREDIT ONLY.
- Goods must include original tags and packaging, and be in resalable condition.
- The original receipt must be provided.
- Delivery drivers cannot accept product returns.
- Returned products are subject to a 24h quarantine.
If you feel that you or anyone in your household has been exposed to COVID-19 or is showing symptoms we ask that you hold your return items for a further 14 days. Please be reassured that we will honour your return request at that time.
Repairs & Warranties
When you buy a quality piece of gear or clothing, you expect that it will be there for you through many, many adventures. Some wear and tear is par for the course, and becomes a badge of honour, reminding you of that time you slid down an extra hilly (and rocky, and tree-stumpy) trail on your rear during a hike. Bumps, bruises and ripped pants aside, it’s one of those stories you’ll tell for the rest of your life.
It would be nice if the pants were around for the retelling of that story, right? For the uninitiated, you might assume there are three possible outcomes from that memorable hike: you do a slapdash sewing job to fix the tear (it ain’t pretty, but it works); you leave the pants in the nearest thrift store bin; or you toss ‘em in the trash.
But there’s a better way! All the brands Wild Rock sells stand behind their products with great warranty programs - not only will quality goods perform better, they’ll last longer too. If something goes wrong with your gear, bring it back to us at Wild Rock and we’ll help you get it repaired or replaced. That’s much better for the environment, your wallet, and your style factor.
Whether it’s your camping gear, bike parts, clothing, footwear or something else, there’s a good chance we can help you. While not every fix is free of charge, many are covered under warranty, so it’s always worth asking.
Want to know more? Check out these frequently asked questions (or come in to see us!):
If this gear is so great, shouldn’t it last forever without needing repairs or replacement?
Even the very best gear can fail. Accidents happen, defects aren’t always predictable, and stuff gets worn out. It’s normal, and there’s almost always a solution (and usually it’s an easy one). For example, zippers are the number one reason product comes back to us - zippers wear out, and they’re one of the easiest replacements to do. On the whole, high-quality gear lasts longer, and it's usually backed by a solid warranty.
I have a ton of great memories in my gear. Can you just fix it for me?
Most of the brands we work with want to repair a product whenever possible. We’ll definitely do our best to facilitate a repair for you.
How long will it take?
Repairing your gear takes some time, usually around 6 weeks. So that you’re not without a coat, or tent, or hiking boots when you need them, we suggest checking your gear over at the end of the season. That way you can get it fixed while you’re not using it, and have it ready to go next season.
What if I just want a new jacket/boot/tent?
The first thing we do when a customer brings us an item that needs help, is ask if they’d prefer a repair or replacement. If you just want a new one, we can replace or credit you as appropriate. Our goal is to make returns and warranties hassle-free, so we’ll always work hard to figure something out with you.
Will I have to deal with a bunch of back and forth with the manufacturer?
Nope, that’s our job. In many cases, we’re able to handle your repair or replacement inhouse. If we need to coordinate with the manufacturer, we’ll take care of it so you don’t have to.
What happens to my old item if I choose a replacement?
Wild Rock is committed to reducing waste, as are the brands we partner with. If an item is usable, we try to find a home for it. Typically, we’ll donate the item (having it repaired first if needed, of course), and we often work with local organizations to ensure items go to folks who truly need them.
What is the most interesting warranty story you’ve come across?
Recently, we had a customer bring in a pair of LOWA boots that were about 20 years old. The uppers were made of full grain leather and in great shape, but the soles were completely worn down after years of adventures. We sent them off to LOWA to take advantage of their resoling service, so our customer can enjoy his boots for another lifetime, for much less than the cost of buying a new pair.