FREQUENTLY ASKED QUESTIONS
+ HOW LONG WILL IT TAKE?
Our current estimated shop time is 2-3 business days from the time that we receive your shoes. Once the work on your shoes is complete and paid for, we will ship them out to you via United States Postal Service's Priority Mail which normally takes 2-3 postal days for delivery depending on where you are located.
+ WHAT IS A RAND?
The piece of rubber that wraps around the toebox of the shoe above the outsole. It may or may not run all the way to the back of the shoe.
+ DO I NEED TO REPLACE MY RANDS?
If the rands on your shoes have worn down to the point that you can see the synthetic/leather material of the shoe then you will definitely need to replace your rands. Sometimes there is no visible hole in the rand but there may be other physical evidence that the rand is wearing thin. At this point, it may not be absolutely necessary to replace the rands but is highly recommended. If we recommend that you replace the rands, please keep in mind that we are not trying to fish for more money, we will only ever recommend repairs that we would perform on our own shoes. It is usually best to replace both rands at the same time to prevent uneven wear. If you have blown through one rand, we will replace the rands on both shoes by default unless you specifically request otherwise.
+ Can you replace the rands without replacing the outsole?
No. The outsole of the shoe is applied to the rand during the construction of the shoe, we will need to remove and replace the outsole in order to gain access to the rand.
+ If there is a complete hole through the shoe, can you fix it?
Maybe. As a general rule, if you can stick anything larger than a pen through the hole in your shoe, it can't be repaired. Stop climbing in your shoes if you can see the Upper material peeking out from behind the rand. Your shoes and your wallet will thank you.
+ HOW DOES THE RESOLE PROCESS WORK?
The first step in the resole process is to remove the outsole from the shoe. Depending on wear, damage, shoe construction, and previous resoles, we will either replace half of the outsole or the full outsole. Full outsole replacement is less common but if the shoe has been re-soled previously and neglecting to do so would compromise the structure or fit of the shoe, then we will replace the full outsole. After the outsole has been removed, the rand is thoroughly inspected and is also removed if in need of repair. Next, we go through the meticulous process of cleaning any leftover glue or residue to create a smooth surface so that we can start rebuilding the shoe starting with the rand. New pieces are cut and applied to the shoe and then the shoe goes through a curing process that allows the adhesives to bond securely. Once bonded, the shoe is shaped on a grinder to achieve the appropriate shape.
+ WILL THE SIZE AND FIT OF THE SHOE CHANGE?
We do our best to maintain the fit and size of your shoes when we re-sole them. However, due to the nature of resoling a shoe which involves stripping it of some pieces that can be integral to the construction of the shoe, slight changes may occur. This process is pretty much the same for all resolers, but we always resole your shoes on a last (shoe mold) to ensure that the fit is as close to perfect as possible.
+ DO YOU PROVIDE WARRANTY ON YOUR WORK?
If you experience any problems inconsistent with regular wear and tear, please contact us and we will be happy to take a look at your shoes and determine if they need to be fixed. We have a very high customer satisfaction rate due to our legendary service and will do our very best to work out a favorable mediation. As the sport of climbing is based on mutual trust, please take care of your shoes and have reasonable expectations of what is possible.
+ DO YOU DO "NO-EDGE" RESOLES
No. We can resole no edge shoes but we do not currently perform no-edge resoles. If you send us a Genius or a Futura, it will come back to you with a proper edge. If you want them back without an edge we will happily wear your shoes for the next month to make them round again before sending them back to you. We’re kidding. We can grind the edge to a curve if that’s really what you want, just make sure you let us know by writing down your request on the order form.
+ CAN YOU FIX MY STRAP?
Unfortunately no. We cannot repair velcro straps or torn pieces of leather/synthetic material. A specialty shoe repair cobbler may be able to perform these repairs.
+ IS THERE ANYTHING YOU DON'T RESOLE?
Yes. Unfortunately, we can not resole most board-lasted climbing shoes (more common with really old climbing shoes). If you have any questions about whether or not your shoes are board lasted, please feel free to email or call us with either a picture, or the make and model of your shoes and we can let you know if we will be able to repair them or not.
We also do not repair approach shoes, lifestyle shoes, running shoes, hiking boots, high heels, Crocs, wooden clogs, sandals, Jordans, your actual feet, etc.