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 USPS Priority Mail. USPS delivers mail Monday-Saturday.

International shipping is currently available to the following countries (Australia, Austria, Belgium, Canada, Czech Republic, Denmark, Finland, France, Germany, Greenland, Hungary, Italy, the Netherlands, New Zealand, Norway, Portugal, Russia, Slovakia, Singapore, Slovenia, Spain, Sweden, Switzerland, Taiwan, 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. Please check our Returns and Exchanges page for details and instructions.

 

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.

Check our Returns and Exchanges page for details and instructions. 

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.