Refund policy

 

Please Note:

 **If you purchased your shoes from one of our partners such as REI, backcountry.com, or your local climbing gym, please return your product there.

Return instructions and policies outlined below are only for products originally purchased at butorausa.com.

If you have a problem with your shoe and believe you have a warranty issue, regardless of the original purchase location, please email info@butorausa.com and include a photo of the defect in your product.**

Wrong size or fit? No problem! We know sizing can be tricky. Please read the instructions below to process your return quickly and smoothly.

 Condition
  • We do not accept used products of any kind for exchange or refund. The product must be in factory new condition.
  • Please try on your shoes at home. Once the shoes have been climbed in, they are not returnable, even if used for only one move.

Shipping
  • Customers are responsible for shipping costs back to Butora.
  • We recommend using an insurable, trackable shipping service. Butora is not responsible for products lost or damaged in transit; additionally, Butora is not responsible for your package until it is delivered to our warehouse.
  • For returns and exchanges, you are responsible for the cost of shipping charges back to Butora each time. Butora covers shipping charges on one exchange (continental US customers only) shipped back to you. If you cannot find the correct fit after that first exchange and wish to continue exchanging, you are responsible for all shipping charges (both ways) after the first exchange.
  • If your package is lost, please use the tracking number and file a claim with the shipper first. Once the product leaves our warehouse, the shipping provider (FedEx or USPS) and the customer are responsible. Post-pandemic, we have noticed that shipping providers can be delayed and temporarily lose packages. Specifically with USPS, we strongly encourage you to visit your post office in person in case of a lost package. This often remedies the situation and leads to a package being found. If you have tried with your shipping provider and still have not found your package, please contact info@butorausa.com.

Refunds and Shipping

  • If no purchase is made and the customer returns all products in exchange for a refund, a refund will be made minus all free shipping code costs.

    • Example: Customer purchases a $100 pair of shoes with a free shipping code. Then, the customer exchanges those shoes for a different size and returns the second pair for a refund. A refund will be credited to the card minus Butora's shipping costs. For example, if the shipping cost was $9 on both pairs, $82 will be returned to the customer's card ($100 - $9*2)

Prodeal Return/Exchange

Returns and exchanges are not permitted for prodeal orders.

    Return Instructions:

    Response

    		 Only ship shoes back after receiving a response from our customer service team.

    Print

    		 Please print the return/exchange email from our customer service team and include a copy of it with your return in the shoe box.

    Ship

    		 Please mail the shoes back to us:

    Butora - Returns
    1720 W Main St. Unit A
    Lander, WY 82520

    Processing

    Please allow 2-3 weeks for your return to be processed.

    • Size Exchange: You will receive a shipping update via email once your replacement has been processed/shipped.

    • Refunds/Partial Refunds: You will receive an email stating that a refund has been requested.

      • Please allow 7-10 business days for funds to reach your account.
      • We will refund your purchase immediately. Timelines for funds returning to your account depend on your financial institution.
    • Customers have 60 days from the return authorization date to return products to Butora USA. 

    For additional questions, contact: info@butorausa.com 

      Return/Exchange Form

      To start your return process, please fill out the form below. Our customer service team will respond as soon as possible.
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