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CLIMBING SCHOOL, NORTH CONWAY, NH - Please call 800-310-4504 - private appointments only.
FAQs Regarding Response to COVID-19
Ordering & Shipments
Q: Can I still shop online?
A: Yes! Our website ems.com is still open for business during this time. Place your order as normal. Our customer service staff is available if needed.
Q: Can I pick up an order in-store?
A: Our in-store pickup and curbside pickup programs have been temporarily suspended while our stores are closed.
Q: Why is my shipment delayed?
A: Due to the ongoing COVID-19, shipping on ems.com may be delayed. We’ve recently seen a large surge in demand for the products we offer and in addition our fulfillment center is taking precautionary measures to ensure your order is packed and shipped safely. As a result, orders will take longer to ship than normal.
Q: Where is my order?
A: We appreciate your patience and are working to get your packages out as quickly as possible. When your package ships you will receive an email which will include your tracking number
Q: Why am I unable to purchase a boat/bike online?
A: The facilities that house and ship our boats and bikes are closed until further notice. We apologize for the inconvenience.
Store Closure Information
Q: When are your retail stores going to reopen?
A: Over the past month, we have been working on preparing our stores to have an environment that is safe, clean, and operates responsibility. Now that some states have updated the Covid-19 guidelines, we will be starting to reopen some store locations (CLICK HERE FOR STORES). Our customers and employees' health are top priorities and we will be doing everything we can to create a store environment that is safe for everyone. Our store associates will be wearing masks, conducting transactions behind plexiglass shields, enforcing social distancing, conducting enhanced cleaning and sanitization measures and in addition we have 100% contactless payment for customers purchasing with Credit Cards or Mobile Pay. We appreciate your support during these unpresented times and look forward to seeing you soon in our store locations!
Q: If I can’t use my reward certificate because the store is closed, are you going to extend the expiration of it?
A: Most rewards are valid for up to 14 days past the printed expiration date and can be redeemed online.
Q: Now that the stores are closed, can I have free shipping if I order online?
A: At this time, we are not offering a free shipping promotion. Standard ground shipping is a flat-rate fee of $7.99.
Q: How do I return an in store purchase or online order?
A: While our stores are temporarily closed, we are still accepting returns via mail. Please note that returns are taking longer to process due to precautionary measures instituted in our fulfillment center. As a result, refunds will take longer than normal to receive. For non-urgent returns, we encourage you to wait until your local store reopens. For instructions on how to return by mail and to see our Return Policy, click HERE. We will work with any of our customers regarding returns and making extensions where necessary.
Q: Will we provide a prepaid shipping label for returns
A: At this time we are not offering free returns or a prepaid shipping label. You may choose to follow our mail return policy located HERE or wait for your local store to reopen.
EMS Schools & Services:
Q: What should I do about the lesson I have scheduled with the EMS Climbing School?
A: Our schools teams have reached out to Clients that have reservations and have cancelled anything currently in the books until the middle of May and have reached out to clients from mid-May to the end of May letting them know to check in to see if we are back. Our lessons will resume as soon as official guidance advises it is safe to do so.
Q: My bike and/or ski’s are being serviced in my EMS local store. Can I pick them up when your stores are closed?
A: Our store teams made every effort to complete your servicing and coordinate pickup prior to closing. If you were unable to pick up your bike or ski’s prior to your local store’s closure, you will need to wait for the store to reopen to pick up your gear.