Frequently Asked Questions

General Member Support
Phone: 1 877-464-6936
Email: membersupport@theclymb.com

Hours
Monday - Friday: 7am - 5pm Pacific
Saturday & Sunday: 8am - 5pm Pacific

Adventures Member Support
Phone: 1 888-640-1528
Email: adventures.support@theclymb.com

Hours
Monday - Saturday: 8:30am - 5pm Pacific
Questions about an Adventure? We may have the answer in our Adventures FAQs.

General

The Clymb provides free insider access to the best gear and apparel from premium outdoor and active-lifestyle brands. If you hike, run, ride, paddle, race, or ski, and if you're inspired by the great outdoors, you're going to love being part of our community. We are based in Portland, Oregon and we were founded in 2009 by a team of outdoor-industry veterans.

Our team of industry experts negotiates the best prices on 100% authentic gear from premium brands. We determine pricing based on volume of available inventory. Conventional retailers purchase inventory months in advance, and then pay for warehousing, advertising, and staff. The Clymb's unique model allows for us to pick up last-minutes deals and get them to you quickly and efficiently.

Clymb Adventures are curated human-powered adventure travel experiences across global destinations at member-exclusive prices. Our travel experts connect you to the very best tour operators on the planet. Do you have a question about a specific Adventure? We may have the answer in our Adventures FAQs. You can reach a representative Monday through Friday, 9am - 5pm Pacific at 1 888-640-1528. Or shoot them an email at: adventures.support@theclymb.com.

We missed you, too. But we're glad you're back! Please call Member Support, or shoot us an email at membersupport@theclymb.com.

Some existing orders can be modified. Please call Member Support so that we can help you out.

We are a flash-based sales site, which means our inventory is often limited. Popular items can sell very quickly especially during the holidays. Placing an item your cart doesn't place it on hold. If you wait until you've finished loading your cart to buy everything at once you may discover that one of the items has sold out. The only way to guarantee you get an item is to purchase it immediately. We are continually updating and improving the shopping and browsing experience at The Clymb to make it the best experience possible for our members.

The Clymb offers flash sales that typically last for 72 hours. Some items sell quickly, and when they're gone, they're gone. Logging into your account at 8am Pacific on the day of the sale is your best bet to find the items you want.

There are a few reasons you may have received an error message at checkout. The easiest way to correct this is to double check that you entered all of your billing information correctly, and that the information you entered corresponds exactly with the billing information at your bank. Any discrepancy will prevent the transaction from being accepted by the system. The most common errors we see are with the billing ZIP code and CCV code. If everything looks right, and you're using saved billing information, try re-entering your current credit card information. Still having problems? Give Member Support a call and we'll get to the bottom of this.

Certain items are eligible for expedited shipping. If the option is available, you will have a drop-down menu at checkout. We'll let you know the expected delivery date of your order once you have selected your shipping method.*

*The Clymb is not responsible for shipping delays that are outside of our control. Deliveries to certain rural areas, APOs, and FPOs may take longer to arrive than estimated.
Expedited shipping will not be available for orders placed through Amazon Payments.

We will waive standard shipping charges if you purchase a piece of Clymb-branded merchandise

Unfortunately, we cannot ship items from a single order to multiple addresses. If you need to ship items to multiple addresses, you will need to make multiple orders.

Re-routing packages after they've shipped is logistically complicated but not always impossible. To find out if we can re-route your package, please contactMember Supportimmediately. Since the package is in the process of being delivered by our shipping partners, we can't guarantee any re-route requests. Successfully re-routed packages typically arrive a couple of days late.

If your package doesn't arrive on the expected delivery date, or your package arrives with something you did not order inside, please contact Member Support immediately. We will do our best to resolve the situation just as soon as possible.

At The Clymb, we call gift cards "gift certificates." Each gift certificate has a unique code. The gift recipient simply types the code in on their account page (*If they're not already a member, they'll need to sign up) or at checkout and the credit will be immediately applied to their account. Quick, easy, and no pesky plastic cards to hold onto!

Buy gift certificates the same way you would any other product on The Clymb. We will deliver the certificate in the form of a PDF attachment to your order confirmation email. You can then either print the certificate or send it to the recipient of your choice as an email attachment.

Congratulations! You are one step closer to some new gear. Redeeming your gift certificate is easy. If you're not already a member, you'll need to sign up. Don't worry. It's quick and free. Click on "My Cart." Enter the code on your gift certificate into the "Have a promotion code?" field. All of your credit will automatically be applied to your account, where it will sit forever, until you decide to use it, which can be immediately.

They sure can. Have the gift recipient contact Member Support and we will get them all set up. Our standard return policy applies to all shipments. All of our packages ship with a gift receipt.

We do not offer gift-wrapping or special-messaging services. However, all of our packages ship with a gift receipt.

Unsubscribing from our emails is easy. Just click the unsubscribe link at the bottom of any of our emails. If you unsubscribe, you'll still be able to shop our great sales whenever you log in or by visiting us on Facebook.

Managing Your Account

To change your email address just click on the “My Account” tab in the upper-right corner of any page and it'll take you to your profile page where you can make the changes. Be sure to click "Update" when you're finished.

To view your order history, just click on the “My Account” tab in the upper-right corner of any page. See the “My Orders” button? Click it to reveal your complete order history. You can click into individual order histories from there.

Click on the “My Account” tab in the upper-right corner of any page. Click on the “Change Password” button and enter your new password. Now click the “Update” button to save the new password.

So you've forgotten your password? No problem. Head over to Forgot Password and we'll email you a link to reset your password.

To change your shipping and billing addresses, click on the “My Account” tab in the upper-right corner of any page. Click the “Billing & Shipping Info” button. Now add a new payment method or update a shipping address via the links provided, and Voilà.

Shipping

There is an estimated delivery date for each item featured on The Clymb. You can find the estimated delivery date in your cart at checkout or below the product description on the product page. If you have multiple items in your cart, rely on the item with the latest expected delivery date.

Items have different delivery dates because they do not all originate from the same warehouse. For many of the items we ship to you, we are coordinating shipment with the product's vendor. Different vendors operate on different timeframes and we therefore do not have a standardized shipment timeframe for each of our items.

Once the order ships, a tracking number will appear in your account. To find the tracking number, click on the "My Account" tab in the top-right corner of any page. Then click the "My Orders" tab and locate the product you would like to track. Click the "Details" button to find your tracking number.

Order cancelations are considered on a case-by-case basis depending on where the order is in its delivery process. Since cancelling orders is time sensitive, please contact Member Support by telephone ASAP.

To change your shipping order after placing an order, click the "My Account" tab in the upper-right corner of any page. Now click the "My Orders" tab. In the status bar on the right-hand side, you will see a button that says, "Need to edit your order information?" Click it and update your shipping or billing information. If you do not see this option available to you, contact our Member Support representatives immediately.

At this point in time, The Clymb does not ship outside the United States.

Thanks to carbon offsets purchased through our friends at NativeEnergy.com, every package we ship is 100% carbon neutral.

Returns

Returning products to The Clymb is easy. First, submit your return in the Order History portion of our website. To do this, click on "My Account" at the top of any page. Next, click on "My Orders." Choose the corresponding order number and click on the "details" button directly below that number. Now you can press, "INITIATE A RETURN." Locate the item(s) you wish to return and use the dropdown menu to select the reason for your return. Click "NEXT STEP." On the next screen, double-check to make sure you selected the correct item(s) to be returned. Click on "SUBMIT RETURN AND PRINT LABEL."

We accept returns on most apparel, gear, and footwear. All non-returnable items are clearly marked on the product and checkout pages. We must receive your return within 30 days of the date we shipped it to you. All returned items must be unused, unworn, and with the original product tags. Please ship your return back to us without damaging the original packaging. For instance, if you order a pair of shoes, do not use that shoebox as the shipping box. Instead, ship the shoebox in an additional box so as not to damage the original packaging. You will receive Clymb credit for your returned items.

Due to safety concerns, some items are not eligible for return. Any item that is not returnable is listed as such on the product page and in your shopping cart.

We will provide you with a pre-paid shipping label for your convenience. $6.99 will be deducted from your refund to cover the cost of shipping.

You will receive your credit 5-7 business days after we receive your return at our warehouse. Once your credit has been issued, we will notify you via email.

If you receive the wrong product please contact Member Support immediately.

We offer premium merchandise at outstanding prices. Our sale events are of limited duration and once an event closes, merchandise is no longer available. Therefore we cannot offer exchanges on merchandise sold. If you are not satisfied with your purchase, you may return eligible merchandise for a store credit, which you can then apply toward a future purchase.

Yes- If a promotional offer was used when purchasing an item that you need to return, the amount credited to you will be for the amount paid at the time of purchase, rather than the original selling price. Any promotional credit used will not be reinstated to your Clymb account when an item is returned.

Credits and Promotions

You can use Clymb credit to buy merchandise on The Clymb. There are many ways to get it. We issue Clymb credit for merchandise returns, and also award Clymb credit for promotions and contests. If you invite a friend to join The Clymb, you'll receive Clymb credit once they make a first purchase of $25 or more. Clymb credit can be used toward your purchases, but not your shipping charges. Clymb credit that is issued for merchandise returns will never expire. Clymb credit issued for a promotion or issued by Member Support will expire after 12 months. Certain promotional credits are only valid for a short time. Their expiration date will be clearly communicated at the time of the award. Clymb credit cannot be applied towards the purchase of Gear Certificates or travel Adventures.

Clymb credit that is received for merchandise return has no expiration date. Clymb credit earned by inviting your friends to join is valid for 12 months after you receive it—if you can hold onto it for that long. Clymb credit cannot be applied towards the purchase of Gift Certificates or Clymb Adventures.

Your Clymb credit will automatically be applied to your order at checkout. Clymb credit does not cover shipping charges so even if you have enough to cover the cost of your purchase, you will still have to enter your credit card information to pay for shipping. Clymb credit cannot be applied towards the purchase of Gear Certificates or Clymb Adventures.

Sorry. Individual promotional codes and credits cannot be combined with existing promotional codes and credits or expired offers.

Promotional codes and credits you may receive will work with a majority of the items featured on our site. However, they can exclude certain purchases. These purchases include but are not limited to:
Adventures, unless otherwise stated
Shipping & handling, unless otherwise stated
Gift certificates
Bikes
Skis
Ski Boots
Snowboards
Snowboard Boots
Surfboards
SUPs
Kayaks
Paddles

Refer A Friend

You can invite your friends to join The Clymb a couple of ways. Within your account, you'll find a tab that says "Invite Friends". Click on that tab to find a unique, personal invite link. You can share that link through your social networks, or email it to whomever you choose. You can also send the link directly from that page by entering your friends' email addresses in the box provided and clicking "SEND." After your friends join, encourage them to shop and make a first purchase of $25 or more. Once that order ships, we'll credit your account. Clymb credits earned by inviting friends to join are valid for 12 months after you receive them—if you can hold onto them for that long.

In order to receive a credit, the friend that you invited must make a purchase of $25 or more on their first order. The $25 purchase made by the invited friend must include merchandise or adventures only. The $25 purchase does not include gift certificates or shipping and handling charges. This promotion only applies to first-time orders, so in the case that they do not purchase $25 or more on their first order, no credit will be awarded to your account. This promotion does not apply to any order placed after the first-time purchase.

You will receive the appropriate credit in your account as soon as your friends order leaves our warehouse. Their first-time purchase must exceed $25 for you to receive a credit. The amount of the credit received will reflect the amount that is being offered on our site at the time of their order.