Contact Us

We are here to help! If you have any questions about the products on our site, please feel free to contact us. Our staff enjoys talking about climbing equipment and climbing shoes! Feel free to call us if you have questions about fit and style, or if you require a certain type of climbing or alpine gear.

Store Hours: 9AM-7PM PDT

Please call us in-store +1 604-892-2243 for an immediate response during our store hours.

For General Inquiries, please send an email to We typically respond within 1-2 business days via email.

For Work and Rescue, please visit

For Western Mountaineering Special Orders, please send an email to

Do you want to visit us? We're located at 37873 Cleveland Ave. Squamish, BC Get Directions

Customer Support Form

You can contact us using the form below for general inquiries, special orders (not related to Work & Rescue), or any questions that you may have about our products and store.

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Frequently Asked Questions

Special Orders

As a specialty retailer we understand that you need specific gear to achieve your climbing goals. We offer Special Orders on hard to find technical products from the brands we carry when we do not have an equivalent product in-store. We will bring in your Special Order products with our next incoming store order.

  • We do not accept returns on special order products.
  • Pre-payment is required.
  • Special Orders can be shipped or picked up in-store.

For Special Orders not related to Work and Rescue equipment, please email and include the following:

  • Subject: Special Order for [Insert Item Name]
  • Name and Contact information
  • Item(s) you'd like to special order

We typically respond within 2-3 business days. Thank you!

Work and Rescue items are available for Special Order. If we currently do not have a certain item in-stock or you'd like to Order items that we do not have online, we will try to provide the item for you.

For Work and Rescue Special Orders, please email and include the following:

  • Subject: Work and Rescue Special Order
  • Name and Company Contact information.
  • Item(s) you'd like to special order and how many you need.
  • Example: 3 x NEW ENGLAND KMIII 10.5MM FULL SPOOL - Safety Green colour

We typically respond within 2-3 business days. Thank you!

My Online Order

You can check your order by logging into your account.

If you ordered without starting an account (ordered as a guest), you can Create an Account with the same email address you made the order with. It should retrieve all your orders with us automatically and the history of your orders can be viewed.

If you still need help with your order, please send us an email, or call us during our store opening hours.

For orders that are shipped, you will be receiving an automated email with your tracking code. For in-store pick up, you will receive an automated email when your order is ready to be picked up.

You can also log into your account and click on your recent order to get the tracking code or see the status of your order.

For other information regarding your order, please send us an email, or call us during our store opening hours.


Please go to our Shipping Policy page for details about in-store pickup or shipping in Canada or internationally.

Note: Free Shipping for orders over $150 does not apply to Work & Rescue Special Orders, which qualify for other discounts. Please contact for orders relating to Work & Rescue.

Returns and Warranty

For Returns and Warranty, please go to our Refund Policy page.

We do not offer exchanges. Instead, return the item for a refund and create a new order for the replacement item you wish to buy.

Clearance and Sale priced items are limited time offers. Returns for refund are allowed and the normal return policy applies. Clearance and sale priced items are non-exchangeable. Once the discount period ends, the regular price applies.

Gifts can be returned if they qualify as returnable items. A receipt or proof of purchase is needed. A refund can only be issued to the original purchaser, but a gift card can be granted to the recipient.