FAQ

Support FAQ

Here are some of the more commonly asked questions:

  1. How can I contact Trango?

    Email Trango

    I know, I know. In a perfect world we'd never have to pick up the phone or mail something to an actual address, but we know how that goes. It doesn't always work the way the Silicone Valley crew imagines it does. So here's how and where you can get a hold of us when the digital world collapses:

    Hours and Email: Call: 9am - 5pm M-F:
    800.860.3653
    303.530.3035
    FAX: 303.530.3065

    Customer Service
    To place an order:
    800.860.3653 9am - 5pm M-F ('cause we go climbing on the weekends)

    or by writing us at:
    Great Trango Holdings, Inc.
    740 South Pierce Ave.
    Ste 15
    Louisville, CO 80027

  2. Is it safe to use my Credit Card?

    All of our credit card transactions are processes through Authorize.net. We never see the card number and we do not hold on to any of your CC information. When you place your order, authorize.net pre-approves the transaction then emails us the order. You card will be charged when the items ship and only for the items that ship. Of course you can place your order over the telephone by calling 1-800-860-3653.

  3. What about my privacy?

    We like privacy. In fact, we've been known to keep new climbing or bouldering areas secret so we can enjoy private sessions with our friends. So we will always respect yours. If you want to get on our email list, you've got to sign up.

  4. Can I get a free catalog?

    Of course, you're looking at it. In the interest of saving trees, cash and shipping charges our only catalog is now on line... at no charge!

  5. Where are Trango's Dealers?

    All our dealers are listed on the dealers page of our website.

  6. How much is shipping and handling?

    We do not ship outside the US and Canada.

    Shipping is calculated on the current UPS rate chart for the UPS shipping method you choose. If you needed the stuff yesterday, we have the means to get you your purchase as fast as tomorrow. Just let us know when you need it and how you want us to ship it. Of course this costs a lot more but when you need it yesterday you will do whatever it takes!

  7. Returns and Exchanges

    We would like to be able to accept anything that does not satisfy you but the truth is we cannot always do that. The merchandise must be in mint condition and still have all the tags and/or instructions attached. Harnesses can be tried on and hung in but once you've climbed in it we can no longer take it back. Please use your common sense when returning products. Thank you.

    Please call our customer service number (800.860.3653) to get a Return Authorization number. Place the product back in the box with a copy of the packing slip and a note explaining the reason for the return. Write your Return Authorization number on the note as well as on the outside of the box and ship the box back to us.

    Trango
    740 South Pierce Ave.
    Ste 15
    Louisville, CO 80027

    If you have any questions, please feel free to call us at 800.860.3653.

  8. What are my payment options?

    We'll take your order any hour, any day. We take Visa and MasterCard.

  9. Does Trango.com accept international orders?

    No. Currently we only accept orders from the United States and Canada. Please refer to our list of international distributors.

  10. What is Trango's warranty policy?

    Climbing gear wears out. We hope that isn't startling or alarming to you, but even the metal stuff won't last forever. Check it frequently-look for hairline cracks, sticky hinges, worn webbing, frayed wires and loose connections, or anything that doesn't seem right. If it's less than a year old and it turns out that it is a defect in materials and workmanship, we'll replace if for you. Wear and tear is a tough issue-you can trash a harness or hack a rope on your first day out, and while we hope that doesn't happen to you, it may, so please use your common sense when returning products.

    Here's how our attorney wants us to say the same thing, complete with the fine print:

    Great Trango Holdings, Inc. warrants its products against defects in materials and workmanship for a period of one year, or for as long as the original purchaser owns it, whichever is shorter. For service, clean the product and return it, post paid to:

    Great Trango Holdings, Inc.
    740 South Pierce Ave.
    Ste15
    Louisville, CO 80027

    Please include a return address. If we find the product to be defective in materials or workmanship, we will repair or replace it, at our option, and return it to the address provided.

    Remedies for breach of all warranties covering the product are restricted to those expressly provided above. IN NO EVENT SHALL GREAT TRANGO HOLDINGS, INC. BE LIABLE FOR ANY CONSEQUENTIAL OR INCIDENTAL DAMAGES THAT ANY PERSON MAY INCUR IN CONNECTION WITH THE PRODUCT. NOTE: Some states do not allow the exclusion or limitation of incidental or consequential damages, so the above limitations may not apply to you. ALL IMPLIED WARRANTIES, INCLUDING THE IMPLIED WARRANTIES OF MERCHANTABILITY AND OF FITNESS FOR A PARTICULAR PURPOSE, ARE LIMITED TO THE PERIOD OF TIME THE PRODUCT IS OWNED BY THE ORIGINAL PURCHASER OR TO ANY SHORTER PERIOD THAT IS OTHERWISE PROVIDED BY LAW.