FAQs

COVID-19 Shipping and Returns
Due to the COVID-19 pandemic, our team is currently only shipping online orders on Tuesdays and Thursdays. Unfortunately in order to maintain our strict health and safety protocols, we are also unable to offer returns, refunds, store credits, or product exchanges at this time. We’re sorry for any inconvenience and appreciate your support. Thank you for repping Touchstone!

 

Shipping and Delivery

When will my order ship?

Our goal is to ship your order as quickly as possible!  We ship orders Monday through Thursday. Please allow up to 2 business days for us to assemble, package, and ship your order. Shipping and arrival may be affected by observed holidays or mail carrier peak periods.

Once your package is shipped, you will be emailed a tracking number. Tracking numbers may take up to 24 hours to appear on the mail carrier’s website while the package is delivered to their shipping facilities. Please check back roughly one business day after you have placed your order for tracking information.

 

What if I have special delivery requirements?

We ship online orders via USPS. If for some reason you need to attach special delivery requirements, please let us know in the notes section of the order or email us at shop@touchstoneclimbing.com as soon as possible.

 

What if I need to change (or cancel) my order or delivery information?

Please email us at shop@touchstoneclimbing.com as soon as possible if you need to make a change or cancel an order. We will do our best to intercept your order in the process. Our ability to make changes or cancel depends on when we receive your message and where your order is in the process.

 

Returns and Exchanges

What is your return policy?

Covid-19 Return Policy 

Due to the rapidly evolving COVID-19 pandemic and our inability to monitor products that have left our warehouse, we are currently unable to offer returns (including refunds, store credits, or product exchanges) for the safety of our customers and staff. 

You have 30 days from the date your order was delivered to initiate a return or exchange. Eligible items must be unused, in the same condition that you received them and in their original packaging with all tags attached.

Only full-priced items may be refunded. Unfortunately, all sale items are final sale and are not eligible for returns.

To initiate a return please email us at shop@touchstoneclimbing.com with as much of the following information as possible. You may also reply directly to your order confirmation email. More information helps expedite the return process.

  • Name
  • Email
  • Phone Number
  • Shipping Address
  • Product Name + Description (Size, Color, etc)
  • Order Number (was emailed directly following your order)
  • A brief explanation of the reason for return
  • Photos of the product to help visualize the reason for return (stain, tear, etc.)

How do I get a refund for my returned items? 

Once you have reached out to us directly to begin a return (see above) we will review the emailed information and send you an email notifying you whether or not we are able to accept it. 

If we approve your return, your refund will be processed and a credit will automatically be applied to your original method of payment. This process may take 5–10 business days depending on your bank or financial institution. 

Can I return online merchandise at my Touchstone Gym?

We are unable to accept returns for online purchases at any of our gym locations. If you purchased an item from our online store and would like to return it, please reach out to us at shop@touchstoneclimbing.com

I made a purchase at the gym, can I return it online?

We are unable to accept returns for in-gym purchases through our online platform. If you purchased an item from one of our gyms and would like to return it, please reach out to your local gym directly.

Exchanges (if applicable) 

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at shop@touchstoneclimbing.com