IS DELIVERY FREE?
We offer free delivery on orders of $150 or more before taxes. If you want expedited shipping, it’s available for an additional fee, which will be at your expense.

HOW CAN I TRACK MY PACKAGE?
Once your order is shipped, you will receive a notification email with a tracking number. Click the tracking link in the email or enter the tracking number on Canada Post's website to view the current status and progress of your package. If you have any questions or issues with tracking, please contact us at retail@allezup.com.

Please note that we cannot guarantee a delivery date.

WHAT ARE THE DELIVERY TIMES?
Orders are shipped within 3 business days. We process orders from Monday to Friday. You can select your preferred delivery service during checkout (standard, express, or pick-up). FYI, pick-up in person is only available at Allez Up Pointe-Saint-Charles, located at 1555 Saint-Patrick, Montreal.

CAN I CHOOSE MY CLIMBING CENTER AS A PICK-UP POINT?
Currently, all online store inventory is located at Allez Up Pointe-Saint-Charles, and all packages are shipped from this warehouse. Online orders are only available for pick-up at this address.

However, each gym has a separate inventory visible online. You can physically purchase items available at these centers. Sometimes, stock for a particular item may be limited. We recommend calling ahead to confirm the item's availability before going to avoid any inconvenience and ensure the item you want is in stock.

I LIVE IN A REMOTE AREA IN CANADA. CAN YOU DELIVER TO ME?
If Canada Post delivers to your location, we can deliver to you. However, our "free delivery" offer excludes postal codes considered remote according to Canada Post’s standards.

CAN YOU DELIVER ANYWHERE IN THE WORLD?
We deliver across Canada only.

DO YOU PACKAGE YOUR SHIPMENTS ECOLOGICALLY?
We are committed to eco-friendly packaging. We use only 100% recyclable brown paper for padding and reuse shipping boxes in good condition before using new ones. Our packages are sealed with reinforced paper tape, environmentally friendly.

DO YOU DELIVER IN AN ECO-FRIENDLY MANNER?
Yes, we deliver in the most eco-friendly way possible. Our primary delivery partner, Canada Post, offers carbon-neutral services for regular and expedited parcels within Canada. If you live in Montreal, you can also pick up your order at Allez Up Pointe-Saint-Charles. Our facilities are located at 1555 St-Patrick along the Lachine Canal, accessible by public transport or active transport such as running, biking, or paddleboarding.

WHEN WILL MY TRANSACTION BE CHARGED?
We only charge payment when the order is processed in our warehouse. This helps avoid errors and potential refunds for missing or mislabelled items. This way, we ensure you only pay for items that are actually available and ready to be shipped.

I BOUGHT A GIFT CARD ONLINE FROM SHOP.ALLEZUP.COM. CAN I USE IT AT ONE OF YOUR GYMS?
A gift card purchased online from shop.allezup.com can only be used to purchase equipment at one of our climbing centers for the moment. For punch passes or other gym related purchases, please buy a gift card from your home gym directly.

Please note that some gift cards obtained through promotions may have specific usage restrictions.

CAN I MODIFY MY ORDER AFTER PLACING IT?
If you need to modify your order, contact us as soon as possible at retail@allezup.com. We will do our best to make the necessary changes before shipping your order. However, note that some modifications may not be possible if your order has already been shipped.

WHAT PAYMENT METHODS DO YOU ACCEPT?
We accept major credit cards (Visa, MasterCard, American Express) as well as payments via PayPal, Google Pay, and Apple Pay.

ALL SAFETY EQUIPMENT IS FINAL SALE
For safety reasons, all rope climbing equipment will be considered a final sale. This means no refunds or exchanges will be possible for these items. This category includes:

• Harnesses
• Carabiners and quickdraws
• Belay devices
• Ropes
• Helmets
• Any other rope climbing safety equipment

Skin care products and clearance items will also be considered final sales.

We understand this can be inconvenient, but your safety is our top priority. Thank you for your understanding and cooperation. If you have any questions or concerns, feel free to contact us; we’re here to help.

IN-STORE RETURNS AND EXCHANGES
Climbing shoes and apparel can be returned or exchanged in person within 14 days of the original purchase at the following Uplify* centers: Allez Up, Joe Rockheads, Rock Oasis, Seven Bays, Up the Bloc. Items must be returned in new condition, in their original packaging, with all tags intact and attached. If necessary, a supervisor will inspect the item to confirm its new condition.

*Note that Boulder House gyms in Victoria cannot process returns at this time.

RETURNING AN ONLINE ORDER BY POST
If you want to return an item you ordered or change your mind, it is possible (except for safety equipment and final sales). Here’s how it works: first contact us at retail@allezup.com to initiate the return. If your request is accepted, we will provide you with a return authorization. The item needs to be in its original packaging with all tags intact. We will provide you with the return address through retail@allezup.com

Returns by post are at your expense, except in cases of order errors or defective items. In these cases, we will cover the costs.

CAN I CANCEL AN ORDER?
If you wish to cancel your order, contact us as soon as possible by writing to retail@allezup.com with “ORDER CANCELLATION” in the subject line. We will do our best to process your request. However, if the package has already been shipped, we may be able to retrieve the package and refund you. Please note that return shipping costs will be your responsibility. Refunds will only be issued once the returned package has been received.

I’M UNSURE ABOUT MY SIZE. WHAT WOULD BE A GOOD ADVICE TO HELP ME FIND THE RIGHT SIZE?
We have official sizing guides for different brands online. This is a good starting point to give you an idea. However, each brand has its own fitting, and we all have different body shapes. We recommend trying the equipment in person before purchasing, especially for non-refundable safety equipment. Visit one of our locations where the equipment is available to ensure a perfect fit.

I THINK MY ITEM IS DEFECTIVE. IS IT UNDER WARRANTY?
If you encounter a problem with a defective item, contact us at retail@allezup.com with as much detail as possible about the defect, including photos of the item and product labels (for shoes or harnesses, for example).

Be sure to include your order or invoice number in the email. Our team will handle each request on a case-by-case basis with the manufacturer to validate the defect and the return or exchange request. Please note that warranties are the responsibility of the manufacturers, and some may require customers to request directly with the manufacturer. If that’s the case, don’t worry, we’ll be here to assist you.

For returns accepted under warranty for defective items, we will provide a prepaid Canada Post shipping label. You will need to properly package the product and bring it to a recognized Canada Post drop-off point.

A warranty-accepted item will either be refunded or exchanged, depending on the manufacturer’s guidelines and product availability.

Please note that a defect does not include:

• Improper or abusive use of the item.
• Damage not resulting from manufacturing defects.
• Normal wear and tear.
• Intentional damage to the item by the customer.
• Damage caused by customer modifications to the product.

We’re here to help and ensure you’re fully satisfied with your purchase. Feel free to contact us if you have any questions or concerns.

MY GYM OFFERS CERTAIN DISCOUNTS ASSOCIATED WITH MY MEMBERSHIP. DO THESE DISCOUNTS APPLY ONLINE AS WELL?
We understand you would like to take advantage of your membership discounts online. However, membership management is handled exclusively at the gyms, and these discounts do not apply online. To benefit from your discount, we recommend making your purchases directly at the gym. This allows us to verify your membership status and ensure you receive the best offers.

I FOUND A LOWER PRICE ONLINE. WILL YOU MATCH IT?
We understand you’re looking for the best possible price. However, due to numerous variations and specials independent of ours, as well as the need to validate the legitimacy of some websites, we do not offer a price-matching policy. Our priority is to ensure the quality, authenticity, and safety of our products so you are fully satisfied with your purchase.

IN WHAT CURRENCY ARE THE PRICES DISPLAYED? All our prices are in Canadian dollars and do not include taxes applicable to your province of residence.

HOW CAN I KEEP UP WITH THE LATEST NEWS AND PROMOTIONS FROM YOUR SHOP? Subscribe to our newsletter and follow us on social media (Facebook, Instagram) to stay informed about the latest news, promotions, and events. Our handle is @shop.allezup on Instagram and Shop.AllezUp on Facebook.

CAN I PLACE A SPECIAL ORDER?
Is there a model you really like but we don’t have in our shop right now? Or maybe a specific size or piece of gear you’re looking for? Don’t hesitate to contact us at retail@allezup.com! If we already work with the supplier, we’ll definitely be able to arrange it for you. Let us know and we’ll place the order.

Additionally, there are no extra fees for special orders.

COMMERCIAL ORDERS OR SPECIAL ORDERS FOR ORGANIZATIONS? Yes, we are available for commercial orders. Whether it’s for your organization, a school needing equipment, or a special project for your company, write to us at retail@allezup.com. We will be happy to discuss it with you.

HOW CAN I CONTACT YOU IF I HAVE QUESTIONS?
You can contact us via email at retail@allezup.com.

ARE MY PAYMENT DETAILS STORED?
No, we do not store your credit card information. All transactions are processed securely by our payment partners.

HOW CAN I BE SURE THAT MY PAYMENT IS SECURE? We use standard security protocols to protect your personal information. All transactions are secured by SSL (Secure Socket Layer), ensuring that your information is encrypted and protected.