Customer Service Information and Policies

  1. Ordering and Payment Options
  2. Shipping Methods, Cost Estimates within the US
  3. International Orders & Shipping
  4. Back Orders
  5. Returns and Exchanges
  6. Privacy and Security
  7. Warranty
  8. Marketing Information/Privacy
  9. Disclaimer and Release of Liability
  10. Warning

 

1. Ordering and Payment Options

To talk about a product, Phone Ordering, or for Online Order Assistance, call 505-264-8364. Although this is a web store, its use is only for your convenience to place an order. There are real people who work for Strike Rescue and are happy to answer any questions or place your order by phone.

Skype: Strikerescue

Business Office Hours: Whenever you call. You may get voicemail, please leave a message and we will return your call as soon as possible.


If you wish to Email: info4@strikerescue.com

Order by Phone or Mail-In Order Form (as an alternative to ordering online) DOWNLOAD THE FORM HERE

Payment

For orders within the USA, we accept Visa, Mastercard, American Express, PayPal, as well as a check or money order. These are payment options within the site's shopping cart system. You can also order by phone, or by printing out an order form and mailing it to us. For international orders, our site will process orders to many countries. For further details on ordering internationally, see International Orders.

 

As an option, you can pay for your order with with or without an account.
You do not need to have a PayPal account to process your order by this method. To process the payment for your order by using your Paypal account: under payment options select PayPal. If you have a PayPal account, and wish access your account to process with this payment option, then make sure you have your PayPal information available (your PayPal registered email address and password).

Prices

Prices are subject to change without notice. Any sale items are limited to inventory or manufacture’s.


2. Shipping Methods and Cost Estimates within the US

Approximate shipping options/costs (subject to change and may be different than what is assessed)?

Shipping Rates within the US

Delivery Type

Order Amount

Shipping

Standard
(3-6 Business Days)

Shipped by US Postal for smaller packages. UPS for larger packages.

up to $75.00

$8.00

$75.01 - $100.00

$9.00

$100.01-$300.00

$15.00

Above delivery estimates are based on when your order leaves our store, which is usually within 1-2 business days from our receipt of your online, phoned-in, or mailed order.

When can I expect shipment of my order?
You can expect your order to ship within one-two business days (holidays excluded) from receipt of your order. For orders placed on Friday, or over the weekend, your order may be processed the following Monday. All backorders will be cancelled and you will be notified immediately.

Expedited Shipping / Receiving Gear for your upcoming Trip

If you require your order to be shipped quicker than standard method, such as over night or 2nd day air, please place your order by phone.

We are happy to help in any way to make sure you have what you need.

Can I have my order shipped to my Post Office Box?
In most cases, we ship orders via the US Postal Service, so shipping to a P.O. Box is not a problem.

NOTE: Potential Restocking Fee for International Orders

A restocking fee may be assessed if merchandise is pulled from our warehouse is opened or used, tag taken off or the like. Manufacture defects are covered by Strike Rescue® and/or the manufacturer.


3. International Orders & Shipping

Because we appreciate our worldwide customers, our site's shopping cart system accommodates order processing to many countries. Our goal is to protect you, and protect us from potential fraud. We promise to do everything possible to process your order as promptly as possible. Generally, your international order will be processed within 3-5 business days or less, and shipped to you utilizing the best carrier service for your particular country.

Our Shopping Cart Sytem will accomodate ordering from the following countries:

Austria, Australia, Belgium, Canada, Czech Republic, Denmark, Finland, France, Germany, Great Britain, Hungary, Ireland, Italy, Japan, Korea (ROK), Netherlands, New Zealand, Norway, Slovakia, Slovenia, Spain, Sweden, and Switzerland

In some cases, additional shipping charges will be required to ship internationally, in addition to what is automatically assessed by the shopping cart system. In case of extra shipping, we will inform you via email you and transact additional funds needed through a link to a PayPal Money Request (no PayPal account is required for this safe transaction).

Customs, Duties, and other Import Taxes

For all International Orders, any applicable customs duties and import taxes are the responsibility of the purchaser. Your order will be shipped utilizing the best method for your particular country. All shipping costs are individually accessed for your particular country and destination, and you will be notified of the order total, including shipping costs, by email.

When shipping orders internationally, Strike Rescue® will not be responsible for lost or damaged packages. Take special care to ensure that we have your complete and correct address, as we are not liable to refund shipping charges if your package is returned to us undeliverable.

Expedited/Express Shipping for International Orders
Because of the complexity of international orders, expedited shipping is not available.

NOTE: Potential Restocking Fee for International Orders

In the case of international orders, a restocking fee may be assessed if merchandise is pulled from our warehouse, packaged to ship, researched for best carrier to your country, researched for exact shipping charges, researched for required customs forms, and your order is unable to be processed due to continued non-communication via email or phone for more than 10-business days. If no communication is received for up to 10-business days, a $50 re-stocking fee may be applied to your credit card, and the remainder of your original order total refunded.


ORDERING OPTIONS FOR COUNTRIES NOT PROCESSABLE THROUGH THE SHOPPING CART SYSTEM

There are many countries that we will not ship orders to. If you are ordering from outside the United States, and are not one of the select countries that can be processed through the shopping cart system, please contact us to discuss the probability of fulfilling an order to your country. The following are the payment options if your country cannot be processed through the shopping cart system:

  1. Visa or Mastercard through a PayPal Money Request, send via an email link (no account required)
  2. Wire Transfer of funds though your banking institution

Credit Card
For international orders to those countries not processable through the site's shopping cart system (see list above), we process credit card orders via PayPal only. We will email you a link to a PayPal Money Request (no account required) for payment. This secure system will accept payments via Visa or Mastercard. A delay of a few days is required before shipping in order for us to verify funds, and initiate a successful transfer of those funds to our banking institution from PayPal.

 

Wire Transfer
For orders from outside the United States to countries not processable through our shopping cart system, and if you are not paying by credit care, a wire transfer option is available. This is the most expeditious method in which to process and ship your order. To utilize this method of payment, please contact us by
phone or email for information on this preferred method of payment.

For International orders processed outside of the shopping cart system, we may require an electronic (email) approval of a release of liability agreement before the order is shipped.


4. Backorders

There may be an occasion where we are out of stock of an item, and or we are waiting on a shipment from a supplier to fulfill yours and other orders. In these cases, we will immediately ship the other items that may be on your order, and will contact you as to the expected delivery of the backordered item if its availability is within one week. Otherwise, all backordered items will be cancelled.


5. Returns and Exchanges

Any item other than climbing ropes, carabiners, harnesses, ice screws, or any other climbing hardware or protection, can be returned to us for an exchange, provided that it is in original condition. Include a written, brief statement as to the reason for your exchange, such as “incorrect size”, or “un-needed”.

Return for Refund
*NOTE: climbing ropes, carabiners, harnesses, ice screws, or any other climbing hardware or protection cannot be returned. You may return any garments or other soft goods if in original unopened packaging, with manufacturer’s tags by contacting us for a RA number. No returns will be accepted without prior authorization.


6. Privacy Policy and Security

Your Privacy is Protected, Your Information is Secure

Strike Rescue® uses Authorize.net for credit card purchases and is verified business.


7. Warranty

We will honor all original manufacturers’ warranties, and process warranty claims for you on items purchased from Strike Rescue®. You are responsible for the cost of shipping items back to Strike Rescue for these claims. Please ship items back to us in clean condition as some manufacturers require this, or will access a cleaning fee. Please insure the package, and ship UPS or Fed EX. Include a brief explanation of the failure of the product. If you have a warranty issue and you are outside of the United States, you are responsible for all shipping costs in both returning the item to us, and our shipping the warrantee item back to you.

Where to Ship Warranty / Repairs:

You can return any product within terms of the manufacturer’s warranty directly to this address:

Strike Rescue®

443 Monte Alto Pl NE

Albuquerque, NM 87123

Include your name, address, phone number, and a brief description of the problem. Items sent in for repair MUST be cleaned first or it will be returned. A RA# is need for us to accept returns. Please call us for a RA#.

Limited Warranty on items manufactured by Strike Rescue®:

We warrant all of our products for one year from purchase date to the original buyer (Buyer) that our products (Products) are free from defects in material and workmanship. If Buyer discovers a defect covered by our warranty, buyer should ship product to us at the above address. We will replace these products at no charge, and ship back to you, at no charge. That is the extent of our liability under this Warranty and, upon expiration of the applicable warranty period, all such liability shall expire.

Warranty Exclusions on items manufactured by Strike Rescue®:

We do not warranty products against normal wear and tear, modifications or alterations by the purchaser or otherwise, improper use, improper maintenance, accident, misuse, negligence, damage, or if the product is used for a purpose for which it was not designed. This warranty gives you specific rights, and you may also have other rights which vary from state to state. Except for expressly stated in this warranty, we shall not be liable for direct, indirect, incidental, or other types of damages arising out of, or resulting from the use of Product. This warranty is in lieu of all other warranties, express or implied, including, but not limited to, implied warranties of merchantability or fitness for a particular purpose (some states do not allow the exclusion or limitation of incidental or consequential damages or allow limitations on the duration of an implied warranty, so the above exclusions may not apply to you).

Extended Warranty:

Products purchased that are manufactured by Strike Rescue® are fully guaranteed to the original purchaser against defects in materials and workmanship. If a product fails because of a manufacturing defect we will decide to repair or replace it, at no charge. Repairs due to accident, improper care, or negligence, where we are not liable, will be performed for a charge.


8. Marketing Information / Privacy / Unwanted mailings or Links

Our on-line ordering system is 100% safe and secure. Also, Strike Rescue® does not sell or make available to any other sources, your name and information.


9. Disclaimer and Release of Liability

Any person who purchases and uses any product from Strike Rescue® assumes complete and total personal responsibility for any and all potential and actual damages or injuries of any kind, including paralysis and death, which may result from its use.

By purchasing products from Strike Rescue®, the customer acknowledges the potential risks involved with the use of these products and further agrees to hold harmless, indemnify, protect and defend Strike Rescue®, and its partners, suppliers, and associates,  against any incident or action involving the products purchased from Strike Rescue®. I have also read the warning on this website, and acknowledge that formal instruction is recommended, but in no way a guarantee of personal safety.


10. WARNING

Strike Rescue® WARNING

Mountaineering or any of its derivations, including, but not limited to: climbing rock ice or any medium, bouldering, rescue work, industrial technical work, rope access, caving, skateboarding, boating rafting, swift water exposure or immersion, extreme environmental exposure, HAZMAT scenes, parachuting, glacier travel, or skiing is inherently dangerous. Strike Rescue® works as a consultant and product provider to help you / your company/ team attain the highest level of performance. Risk is unavoidable and injury or death may be an unforeseen outcome of participating in any of these or other activities. No amount of instruction or expertise can eliminate the inherent hazards of the above activities.

Strike Rescue® encourages all visitors of its site, and users of its products, to seek proper instruction before engaging in any activity related to use with equipment that Strike Rescue® provides.

Proper use of gear supplied by Strike Rescue® is the responsibility of the user. Strike Rescue® and its agents will not accept responsibility for damages, injury or death resulting from misuse of our gear. You are ultimately responsible for your own actions and decisions. Learn the proper use of all equipment and understand its limitations. Inspect all equipment before each use and destroy any gear that is damaged, worn, or does not pass thorough and frequent inspection. When using equipment or participating in activities Strike Rescue® promotes or sells you accept full responsibility for your safety as well as the safety of others around you. You are personally responsible for learning the proper techniques and good judgment necessary for proper use of all equipment and activities utilizing that equipment.

By purchasing any item from Strike Rescue®, you acknowledge that you have read and understand the disclaimer/release of liability, and the above warning, and agree with its statements and terms, and you agree with assuming all risks associated with the use of any items purchased from Strike Rescue®