Frequently Asked Questions

Q: What payment methods does Verve accept?

A: We accept Visa and MasterCard for all countries we ship to. Credit card information entered in the site is secure and safe. Please note that you are responsible for paying any taxes that may be assessed.

Q: What shipping methods does Verve use?

A: Verve ships to all 50 U.S. States via UPS. UPS delivers Monday through Friday; there is no delivery service on Saturday or Sunday.

We now ship USPS to P.O. Box's.

International shipping is currently available to the following countries (Australia, Austria, Canada, Denmark, Finland, France, Germany, Greece, Hungary, Italy, New Zealand, Portugal, Russia, Spain, Sweden, Switzerland, and the UK) via USPS.  If your country is not included in this list, email us your order (andrea@verveclimbing.com) or let us know that you'd like to see your country added.

Q: How do I track my order?

A: Once your order has shipped, you will receive a Shipping Confirmation email with tracking information.   If you have questions about shipping or tracking your order, email us (andrea@verveclimbing.com).

Q: What if I ordered the wrong size?

A: If one of our products does not fill well, you can return it for an exchange or refund as described below:

Exchanges:

Ship all exchanges back UPS or USPS (P.O. Box below)

Send the product back to us within 30 days and in new condition (tags attached and never worn, washed, or dry cleaned) at the address below.  Please note, customers are responsible for all shipping charges when we send you back the exchanged product.

Check the website to make sure the product you want to exchange for is currently available. If it is not, email us and we can let you know if it will be available soon.

Please note on the shipping invoice: 

a) Note that this is an exchange 

b) Size/product/color you would like to exchange for

c) A brief reason for the return

d) Phone # or email address where you can be reached

e) CC information to cover return shipping and any difference in price

Once we have received the exchange request we will: 

a) Make sure we have the product you would like to exchange for in stock

b) Charge your card for shipping and price differences in case of exchanging for a different product (or refund if buying a less expensive item)

c) Ship your new product immediately 

Note: The customer is responsible for return shipping charges on any exchanged orders.

Returns:

No returns will be accepted for sale items.

Ship all other returns back UPS or USPS (PO Box) within 30 days, in new condition (tags attached and not visibly worn, washed, or dry cleaned) to the address below.  

Please note on the shipping invoice: 

a) Note that this is a refund

b) A brief reason for the return 

c) CC information for processing if you didn't order via our website (we don't keep CC #s on file)

d) A phone # or email address where you can be reached

Once we have received the return we will refund the full cost of the item less the original shipping charge.

Returns should be sent UPS to:

Verve (Attn: Returns) 

3330 Eldorado Springs Drive 

Eldorado Springs, CO

80025

OR USPS:

Verve (Attn: Returns)

P.O. Box 428

Eldorado Springs, CO

80025

Note: The customer is responsible for return shipping charges on any exchanged/returned orders.

Q: What if there is a problem with my order?

A: If we've made an error we will gladly refund or exchange (your choice) the full price of the item and all associated shipping charges.

If one of the following situations occurs, let us know within 5 business days and return the product to us as described above.  

  • We sent you the incorrect product, style, or color.
  • The product arrives damaged or with a defect.
  • The product you received was not as advertised.

Once we have received and processed the return we will either send the replacement item or refund the cost of the item and the return shipping costs paid.

Q: Can I cancel my order?

A: If you are suddenly struck with buyer's remorse, you can cancel your order via phone or e-mail up until the time that your order has shipped.  If the order has been processed and shipped, we cannot cancel. 

Q: How do you handle out-of-stock items?

A: In the event that one or more of the items in your order is out-of-stock, we will ship the items that are in-stock and contact you via telephone or e-mail to discuss when the out of stock items will be available and when we expect they can be shipped to you.  You can decide at that time to wait for delivery of the out-of-stock item, or to cancel that portion of your order.

Q: How do I purchase items in your store?

A:

  • When you find an item that you like, select the appropriate color/size combination from the drop-down menu and then click the "add to cart" button.  You will be taken to view the contents of your shopping cart (which you can get to at any time by clicking the shopping cart icon located on the upper right hand side of the screen), where you can modify the quantity of your items (enter the desired quantity in the white box and click the "Update" button) or remove items from your shopping card (click on the red "X" to remove that item).  
  • When you are ready to checkout and pay, go into your shopping cart and click "Checkout" (at the bottom right hand side of your cart).  Review the items, colors, sizes, and quantities are ensure they are correct.  If there is a mistake, you can click your browser's "Back" button to return to your shopping cart and make the necessary changes.  
  • Enter your e-mail address (this is so we can inform you when your order has shipped and/or contact you if there are any issues with the order) and billing address information; proceed to the next page where you can select your shipping method and review the total cost of the order + shipping and handling (don't worry, you can see how much shipping will be before you are asked for your credit card information).  Click "Continue to next step" at the bottom of the screen to go to the shipping and payment page.
  • Enter your credit card information (we accept all major credit cards: Visa, Mastercard, American Express, Discover) and select whether you're interested in receiving occasional updates from Verve about special limited production run items, new products, and what the company is up to.  
  • Click "Complete my purchase" at the bottom of the screen and you will be sent an e-mail confirmation of your order

 
Q: Can you order out-of-stock items?   

A:  YES: You can always place orders for out of stock product, as long as it is in season.  

    For all out of stock orders email andrea@verveclimbing.com or call us at 303-443-7010 between 10am-5pm.  We can give you an eta for the product you are interested in and the current color availability. 

    We will take your complete order and the next time the product is made it will ship to you.