Frequently Asked Questions

General Questions

What is TrailPeak?

TrailPeak is your premier online destination for high-performance outdoor footwear in the United States and Canada. We specialize in providing authentic, technical footwear for hiking, climbing, trail running, and mountaineering enthusiasts. As dedicated outdoor lovers ourselves, we understand the importance of reliable gear and strive to offer only the highest quality products to equip you for your next adventure.

Are the products on your website authentic?

Absolutely. We source all our products directly from the brand, ensuring that every item you purchase from TrailPeak is 100% genuine and authentic. We take great pride in offering only legitimate, high-quality merchandise and stand behind every product we sell.

Do you only sell footwear?

We focus exclusively on providing a curated selection of top-tier outdoor footwear. Our inventory includes hiking boots, approach shoes, trail running shoes, climbing footwear, mountaineering boots, and lifestyle after-sport footwear. By specializing in footwear, we ensure that we offer the best possible selection and expertise in this category.

Who is TrailPeak for?

TrailPeak is for everyone who loves the outdoors. Whether you’re a beginner hiker looking for your first pair of trail shoes, an experienced climber needing precision approach shoes, or a mountaineer preparing for a high-altitude expedition, we have the right footwear for you. Our products are designed to meet the needs of all outdoor enthusiasts, from casual weekend warriors to serious athletes.

Ordering Questions

How do I place an order?

Placing an order with TrailPeak is easy. Simply browse our website, select the products you wish to purchase, choose your size and color, and add them to your cart. When you’re ready to complete your purchase, proceed to checkout, enter your shipping and payment information, and confirm your order. You will receive an email confirmation once your order has been successfully placed.

Can I modify or cancel my order after it’s placed?

If you need to cancel a product from your order or the entire order, please contact us as soon as possible through the information on our Contact page. We’ll be happy to assist you. Please note that we cannot add products to an existing order, and shipping addresses, sizes, and colors cannot be modified once an order has been placed. We process orders quickly to ensure prompt delivery, so please act fast if you need to make changes.

What payment methods do you accept?

We accept all major credit cards, including Visa, Mastercard, American Express, and Discover. We also accept PayPal for your convenience. All payment transactions are processed securely using encryption technology to protect your financial information.

Will I be charged sales tax?

Sales tax is applied to orders based on the shipping destination and applicable state and local tax laws. The tax amount will be calculated and displayed during the checkout process before you complete your purchase.

How do I know if my order was successful?

After you place your order, you will receive an order confirmation email from TrailPeak. This email will include your order number, a list of the items purchased, and your shipping information. If you do not receive this email within a few hours of placing your order, please check your spam folder. If you still cannot find it, contact us for assistance.

What if an item I want is out of stock?

We strive to keep our inventory accurate and up to date, but occasionally items may sell out. If a product you want is out of stock, you can sign up to be notified when it becomes available again. Look for the “Notify Me When Available” button on the product page and enter your email address. We’ll let you know as soon as the item is back in stock.

Product Questions

How do I find the right size?

Finding the correct fit is crucial for outdoor footwear performance and comfort. We recommend referring to the size chart available on each product page. Additionally, we encourage you to read customer reviews, as they often provide valuable insights about fit, sizing, and comfort. If you have specific questions about sizing for a particular model, please contact us for personalized assistance.

Are TrailPeak products true to size?

Sizing can vary between different models and types of footwear. Some styles may run true to size, while others may run slightly large or small. We provide detailed product descriptions and sizing guidance on each product page to help you make an informed decision. When in doubt, we recommend ordering your usual size and taking advantage of our return policy if adjustments are needed.

What is the difference between your various footwear categories?

Our footwear categories are designed to match specific activities:

Hiking Boots: Ranging from lightweight day-hikers to heavy-duty backpacking boots for rugged terrain.
Approach Shoes: For climbers needing precision and grip on the way to the wall.
Trail Running Shoes: High-cushion, protective shoes with aggressive traction for off-road running.
Climbing Footwear: Technical shoes for bouldering, sport climbing, and traditional ascents.
Mountaineering Boots: Insulated and rigid boots for high-altitude expeditions and glacier travel.
Lifestyle & After Sport: Comfortable footwear for casual wear around camp or town.

How do I care for my TrailPeak footwear?

Proper care extends the life of your footwear. We recommend cleaning your shoes after each use, especially if exposed to mud, salt, or grit. Allow them to air dry away from direct heat sources. For specific care instructions, refer to the care tag inside your footwear. Regular maintenance, such as reapplying DWR treatments for waterproof models, will help preserve performance.

Can I use my climbing shoes for other activities?

While climbing shoes are specifically designed for climbing performance, they can be used for approach hikes or bouldering sessions. However, we recommend using the appropriate footwear for each activity to ensure safety, comfort, and longevity of your gear. Using climbing shoes for extensive walking may damage the sole and reduce their climbing effectiveness.

Returns and Warranty

What is your return policy?

We want you to be completely satisfied with your TrailPeak purchase. If you are not satisfied, you may return products purchased directly from TrailPeak within 30 days of purchase for a refund of the purchase price, provided the items are in factory fresh condition (not worn or used) and returned in their original packaging. Please note that shipping fees are not refundable. We do not accept returns of worn or used products.

How do I initiate a return?

To initiate a return, please visit our Returns page and follow the instructions provided. You will need your order number and the email address used for the purchase. Once your return is approved, we will provide you with a return authorization and instructions for shipping the items back to us.

What is considered “factory fresh” condition?

For an item to be considered factory fresh, it must never have been worn or used in any way that would contaminate it with chalk, dirt, or other substances. The item must show absolutely zero signs of wear and tear and must be returned in the same condition it was received from TrailPeak, including the original product packaging.

How do exchanges work?

Our exchange process involves two separate transactions. You will need to return the item(s) you want to exchange following our return process, and then place a new order for the replacement item(s) on our website. This ensures you receive your desired items as quickly as possible.

What is covered under warranty?

TrailPeak products are covered against manufacturing defects in materials and workmanship. Warranty coverage varies by product category. Footwear is covered for manufacturing defects, while apparel and ski products are covered for one year from the date of purchase against manufacturing defects. Warranty evaluations are conducted at our discretion, and we will either repair or replace qualifying items.

What is not covered under warranty?

Normal wear and tear, improper use, improper fit, improper care, modifications or alterations to the product, and damages due to storage or transportation are not covered under warranty. For footwear, normal wear includes sole wear, fabric abrasion, and natural breakdown of materials over time. For apparel, normal wear includes abrasions, tears, stains, and loss of DWR. For ski products, normal wear includes scratches, chips, and damage from rocks or rails.

How do I submit a warranty claim?

To submit a warranty claim, please use our Contact Us form and select “Warranty Request” as the topic. Please provide your name, shipping address, product name/description, size and color, original place and date of purchase, order number (if purchased from TrailPeak), a brief explanation of the warranty concern, and clear photos showing the area of concern. For footwear, include photos of the bottom of both soles, the upper of both shoes, and a close-up of the area of concern. For apparel, include photos of the entire item and a close-up of the area of concern. For ski products, include photos of the top and bottom of the skis and a close-up of the area of concern.

What happens after I submit a warranty claim?

Once we receive your warranty request and all required information, we will review your submission and may issue a Return Authorization number (RA#) if your product qualifies for evaluation. Please note that receiving an RA# does not guarantee that the product is covered under warranty. If requested, you will need to ship the product to us for inspection. All products returned for warranty evaluation must be clean and dry. Warranty evaluations are typically processed within 2-3 weeks of receipt.

Account and Privacy

Do I need to create an account to place an order?

You can place an order as a guest without creating an account. However, creating an account offers benefits such as faster checkout, order history tracking, and easier returns. Account creation is free and optional.

How do I create an account?

To create an account, click on the “Account” or “Sign In” link at the top of our website, then select “Create Account” or “Register.” You will need to provide your name, email address, and a password. Once your account is created, you can manage your profile, view order history, and save shipping preferences.

How is my personal information protected?

TrailPeak takes data security seriously. We use a variety of security technologies and procedures to help protect your personal information from unauthorized access, use, or disclosure. When transmitting highly confidential information such as credit card numbers, we use encryption technology like Secure Socket Layer (SSL) protocol. Please review our Privacy Policy for detailed information about how we collect, use, and protect your data.

We do not sell your personal information. We may share information with trusted service providers who assist us in operating our website, processing payments, fulfilling orders, and conducting business activities. These providers are contractually obligated to protect your information and use it only for the services they perform for us. For more details, please see our Privacy Policy.

How do I update my account information?

You can update your account information at any time by logging into your account on our website and accessing your account settings. From there, you can edit your personal information, change your password, and update your email preferences.

How do I unsubscribe from marketing emails?

If you no longer wish to receive marketing emails from TrailPeak, you can unsubscribe by clicking the “unsubscribe” link at the bottom of any commercial email you receive from us. You can also log into your account and adjust your email preferences. Please note that even if you opt out of marketing emails, you may still receive transactional emails related to your orders.

Technical Issues

What browsers do you support?

Our website is designed to work with all modern browsers, including the latest versions of Chrome, Firefox, Safari, and Edge. For the best experience, we recommend keeping your browser updated to the most current version.

I’m having trouble checking out. What should I do?

If you experience issues during checkout, please try the following steps:

Clear your browser’s cache and cookies
Try a different browser
Ensure you’ve entered all required information correctly
Check that your payment information is accurate and your card has available funds

If problems persist, please contact us with details about the issue you’re experiencing, including screenshots if possible, and we’ll be happy to assist you.

Is my online transaction secure?

Yes. All transactions on our website are processed through secure, encrypted connections. We use industry-standard security measures to protect your payment information. Look for the padlock icon in your browser’s address bar, which indicates a secure connection.

The website is loading slowly. What can I do?

Slow loading times can be caused by various factors, including your internet connection, browser, or device. Try refreshing the page, clearing your browser cache, or accessing the site from a different device or network. If issues persist, it may be a temporary technical problem, and we recommend trying again later.

Still Have Questions?

If you couldn’t find the answer to your question in our FAQs, please don’t hesitate to reach out to us. Our customer service team is knowledgeable about our products and ready to assist you with any questions or concerns you may have. You can contact us through the information provided on our Contact page at www.trail-peak.com/contact. We look forward to helping you find the perfect gear for your next adventure!

— The TrailPeak Team