Frequently Asked Questions
Everything you need to know about your climbing gear and orders.
How do I determine the correct size for climbing shoes?
We recommend starting with your street shoe size for a performance fit. If you prefer a more comfortable, all-day fit, consider sizing up by a half or full size. Check our specific sizing charts on each product page for model-specific advice.
What is your return policy for gear and apparel?
We offer a 30-day return window for unused items in their original packaging with tags attached. Please note that for safety reasons, climbing hardware and ropes cannot be returned once they have left our warehouse.
How long will it take for my order to ship?
Orders are typically processed within 1-2 business days. Domestic shipping usually takes 3-7 business days depending on your location and the shipping method selected at checkout.
Do you offer international shipping?
Yes, we ship to most countries worldwide. International shipping rates and delivery times vary by destination and are calculated at the time of checkout.
How should I clean my So iLL climbing shoes?
To maintain your shoes, wipe them down with a damp cloth after use. Avoid using harsh chemicals or machine washing. Always air dry them away from direct sunlight or heat sources to prevent the rubber from degrading.
What payment methods do you accept?
We accept all major credit cards (Visa, Mastercard, American Express, Discover), PayPal, Apple Pay, and Google Pay. We also offer interest-free installment plans through Shop Pay.