FAQs

Answers to our most asked questions

Pole Care

Proper care of your pole should lead to many hours of problem free use. There are however a few basic rules to follow:

Store your poles dry
Do not clean with any lubricants

How to locate the knot in the cord for securing the Trailblaze / Skyrunner poles

Pull the cord firmly to locate the knot!

Warranty

In the unlikely event that you have any problems we offer a one year warranty covering manufacturing faults. This covers the initial purchaser of the poles and must be supported by proof of purchase

The following are NOT covered by warranty:

Normal wear and tear
Lost straps, lost sections, bags, rubber ferrules, tip protectors or any lost parts
Parts damaged by dogs or through misuse
Broken straps, broken or worn tips, worn grips
Broken shafts where this is a result of accident / trips / falls or misuse
Inappropriate use of poles eg. ultralightweight pols used for winter climbing / skiing

Return / Claims procedure

Please contact us by phone 1-800-663-8613 or email help@interexind.ca in the event of a potential warranty claim and submit a photo of the damaged section
Where replacement parts are required you can contact us directly
No poles or parts will be replaced free of charge by Mountain King / Interex Industries unless there is a prior agreement and there is a manufacturing fault

Shipping, Returns & Cancellation

Shipping

We offer a flat rate shipping fee of $20 to anywhere in Canada. Your order will be sent via tracked mail or by courier

Cancellations

To cancel your order prior to dispatch we advise that you contact us by phone as soon as possible after ordering
For orders cancelled after dispatch you must follow our returns procedure

Returns

You may return your order for an exchange or refund within 14 days of receipt, provided the goods are returned unused and in perfect condition. You are responsible for both the outgoing and return postage costs
Once you decide to return the goods you must not use them and must take reasonable care of them while they remain in your possession. The goods must be returned to us intact and undamaged as soon as reasonably possible and within 14 days
It is your responsibility to pay the postage costs for any items returned to us. We advise that you use a method of shipping that includes recorded tracking for returning your goods to us. We are not responsible for items lost or delayed on their way back to us. In the event of a lost parcel, you the sender are responsible for processing a claim
In the case of faulty goods, or goods that have been sent incorrectly, we will refund your reasonable return postage costs up to the normal amount paid on your order.
For goods damaged in use please refer to our warranty section
Please email us at help@interexind.ca detailing the reason for the return. Authorisation is required prior to sending any goods back. We are unable to process any returns without this authorisation.
Refunds will be made once the goods are received back in good condition