Order Faq – Black Diamond

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Support Outlet

Photographer: Andy EarlPhotographer: Andy Earl

Order FAQs

Here you'll find a few of our most popular questions, indexed by the categories below. If you can't find what you're looking for, please [contact us](/content/pages/contact "Contact"/index.html)

Orders

Returns

Orders

Q: How Do I Change Or Cancel My Order?

A:We are unable to guarantee an order can be modified or canceled after it has been placed. Please email us at orders@bdel.com immediately after placing your order and we will let you know promptly (within 24 business hours) if we are able to cancel or modify your order.

Q: How Long Does It Usually Take For My Order To Get To Me?

A:Orders received on Fridays, after 12 p.m. Mountain Time, or over the weekend, will process and ship on the following Monday or business day. We make every effort to ship FedEx 2-Day Air and FedEx Overnight requested orders the same business day we receive them.

Orders should be received at Black Diamond by 12 p.m. Mountain to ensure this service. Please note that Saturday delivery is not available for FedEx 2-Day or Overnight shipments.

*All shipping methods are subject to seasonal changes or delays. For seasonal updates, please see our [_shipping page**_](/content/pages/shipping "Shipping"/index.html) _***_

US SHIPPING

Economy: FedEx Home Delivery or UPS Ground / 3-10 business day delivery

FedEx 2nd Day Air: Delivers 2rd business day—orders must be received by 12pm Mountain for same day shipping

FedEx Next Day Air: Delivers next business day—orders must be received by 12pm Mountain for same day shipping

FedEx Express Saver/UPS 3 Day Select: Delivers 3rd business day after shipping-orders must be received by 12pm Mountain  for same day shipping

Priority Mail: US Postal Service / 3–7 business day delivery

CANADIAN SHIPPING

FedEx— We are not able to guarantee specific delivery times but orders typically deliver within 4-7 business days

Q: My Shipment Was Damaged, What Can I Do?

A:We are sorry if your gear arrived damaged! Immediately reach out to us about damaged products at orders@bdel.com and we will provide a return label to send the damaged product back. If appropriate, you will be refunded or a replacement order will be shipped out.

Q: Gear Was Missing From My Order, What Can I Do?

A:If there are missing items on your order, if the item is in stock, we will send an expedited replacement order to get the gear you originally ordered. Please call us or email us at orders@bdel.com.

Q: Where Is My Package?

A:After your order has shipped, you will receive an automated email with tracking information. Please note, it can take 24 hours for the tracking to become active.

You can also track your package before it ships under “ [Order Status](/content/pages/order-status "Order Status"/index.html).”

Q: Can I Mark An Order As A Gift?

A:While we are unable to mark orders as a gift, the packing slip that is included with all orders does not detail item pricing nor an order total. It only includes the items ordered and the order number.

Q: 1 Am Seeing Two Charges On My Statement, Was I Charged Twice?

A:No, we are only able to charge you once for an order. When an order is placed on our website a pre-authorization of funds is taken and you are charged after the order has shipped. After this, the pre-authorization will fall off your statement and only the final charge will be left.

Q: Do You Offer Gift Certificates?

A:Yes! You can purchase an e-gift certificate [here](/content/products/egift-cards "eGIFT CARDS"/index.html).

Q: The Gear I Want Is Out Of Stock On Your Website. How Do I Get It?

A:We are unable to backorder out of stock items. But, many items on our site have an email notification list you can sign up for on the item page. You will then be notified via email when the item is available.  If the gear you want does not have an email notification option, please call or email us at bdmo@bdel.com and we will provide a timeline for when the gear will be available.

Q: We Have Tax Exempt Status. How Do I Place An Order Without Tax?

A:All tax exempt orders must be placed through our Pro/Government team. Please reach out via email with your tax exempt form to government@bdel.com for military local governments, and land agencies or corporate@bdel.com for schools and nonprofits.

Q: My Order Was Returned Back To You, How Do I Still Get It?

A:Return to Sender (RTS) orders will be processed by our returns department in 7-10 business days after it arrives back at our facility. All original shipping charges will also be refunded. For further questions, please call or email us at orders@bdel.com

Q: Can I Get A Price Match For An Item That Is Now On Sale?

A:We can only retroactively refund or price match an order to the ongoing sale if it is within a 7-day window from the purchase date. Please contact our customer support team via email at orders@bdel.com within this timeframe to request an adjustment. (This does not include outlet items)

Q: Can You Add Discounts To Outlet Items?

A: No, discount codes will only work on full-price items.

Q: Where can I learn about your shipping policy?

A: [Here](/content/pages/shipping/ "https://blackdiamondequipment.com/pages/shipping/"/index.html) is a link to our shipping policy.

Returns

Q: Do You Provide Return Labels?

A:We are unable to provide a return label.

Q: How Do I Start A Return?

A:Please fill out our [return authorization request form](/content/pages/returns "Returns"/index.html).

A return authorization number will be provided via email within a few minutes.

Please return items in brand new, unused condition, with all hang tags and packaging. Original order shipping charges, if applicable, are not refundable on correctly shipped orders.

*A return authorization number is required for all returns*

Q: How Can I Exchange A Product?

A:If you need a different size, color, or product please return your item(s) for a refund and place a new order at your convenience- we are unable to facilitate traditional exchanges. If you originally bought an item on sale, please reach out to us at orders@bdel.com and we can match the sales price if applicable.

Q: I Received A Gift, But Need To Return Or Exchange It. How Does That Work?

A:Gift returns go through our normal returns process. For cash refunds we can only refund the original payment method. A second option is to issue an e-gift certificate. All gift returns require proof of purchase.

Q: How Long Does It Take For A Return To Process?

A:Refunds are usually processed within 7-10 business days after it arrives back to our facility.

*Return processing times are subject to seasonal changes and delays*

Q: Will | Be Notified When My Return Is Processed?

A:Yes! We will email you after your return has been processed and you have been refunded. After you receive this email it can take 3-5 business days for you to see the refunded funds back on your statement.

Q: My Question Was Not Answered Here. Now What?

A:Please [get in touch with us](/content/pages/customer-support "Customer Support"/index.html) and we will be happy to answer any other questions you have!

You can call us at 1-800-775-5552 or 1-801-278-5533

If our phones are off, you can always reach us via email at orders@bdel.com for order related inquiries and at bdmo@bdel.com for all other inquiries.

\ \ Heritage\ \ It began with a hammer and a anvil](/content/blogs/stories/our-heritage/index.html)

\ \ Athletes\ \ From gym to crag and trail to peaks](/content/pages/athletes/index.html)

\ \ Stories\ \ Notes from the field, the lab, and the community](/content/blogs/stories/index.html)

\ \ Purpose\ \ Protecting what matters](/content/pages/our-purpose/index.html)

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