Frequently Asked Questions
General Member Support | Hours |
Adventures Member Support | Hours |
General
What is The Clymb?
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.
How does The Clymb offer such low prices?
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.
What are Clymb Adventures and how can I learn more about them?
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.
How do I re-subscribe to emails?
We missed you, too. But we're glad you're back! Please call Member Support, or shoot us an email at membersupport@theclymb.com.
Can I combine two orders into one?
Yes, it's possible to combine certain orders to save on shipping costs. You will have a grace period of one hour after you place your order to combine additional orders into the same standard shipment. This option is not available for orders being shipped via an expedited method.
Can I modify an existing order?
Some existing orders can be modified. Please call Member Support so that we can help you out.
An item I had in my cart sold out before I had time to buy it. What gives?
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. The best strategy when shopping for multiple items is to purchase each one individually. You will have a grace period of one hour after you place your order to combine additional orders into the same standard shipment. This option is not available for orders being shipped via an expedited method. We are continually updating and improving the shopping and browsing experience at The Clymb to make it the best experience possible for our members.
What if an item is sold out?
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.
Why am I receiving an error message at checkout?
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.
Do you offer expedited shipping?
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.
*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.
Do you offer free shipping?
We will waive standard shipping charges if you purchase a piece of Clymb-branded merchandise
Can items from the same order ship to different addresses?
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.
Can I re-route a package that has already shipped?
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 contact Member Support immediately. 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.
What if my package doesn't show up in time, or is the incorrect item?
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.
How do I purchase a gear certificate?
At The Clymb, we call gift cards "gear certificates." Each gear 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 gear 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.
How do I redeem my gear certificate?
Congratulations! You are one step closer to some new gear. Redeeming your gear 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 gear 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.
If I buy someone a gift on The Clymb, can they return it?
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.
Does The Clymb provide gift-wrapping/special messaging?
We do not offer gift-wrapping or special-messaging services. However, all of our packages ship with a gift receipt.
How do I unsubscribe from emails?
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
Can I change my email address?
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.
How do I view my order history?
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.
How do I change my password?
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.
What if I forget my 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.
How do I change my shipping & billing addresses?
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
When will my order ship?
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.
Why do some items take longer to ship than others?
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.
How can I track my order?
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.
Can I cancel my order?
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.
Can I change my shipping info after I've placed my order?
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.
Do you ship internationally?
At this point in time, The Clymb does not ship outside the United States.
Every package from The Clymb ships "green." What does that mean?
Thanks to carbon offsets purchased through our friends at NativeEnergy.com, every package we ship is 100% carbon neutral.
Returns
How to make a return
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."
What is your return policy?
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.
Are there any items that I can't return?
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.
Will you provide a shipping label for my return?
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.
When will I receive my credit?
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.
What if I receive the wrong product?
If you receive the wrong product please contact Member Support immediately.
Can I make an exchange?
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.
Credits
What is Clymb credit?
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.
Will my Clymb credit expire?
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 Gear Certificates or Clymb Adventures.
How do I use my Clymb credit?
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.
Refer A Friend
How do I 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.
What do you mean by "once they make a first purchase of $25 or more?
In order to receive a credit, the friend that you invited must
make a purchase of $25 or more on their
first order. 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.
When will I receive my credit?
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.
