Customer Service

Here of some questions we get from our customers. Anything not listed below, please email

How do I view my order?

Log-in to your account with your username (your e-mail address) and the password you selected when you placed your order. Click on “My Order” to view your order status.

How do I track my order?

You will have gotten a shipping notification email with the tracking number and the carrier used. You can email us at with your order number and we will e-mail you the tracking number. You can then visit the shipping company’s website to keep track of your purchase.

How is my order shipped?

We ship all orders via Purolator Ground or Canada Post Expedited. All PO Box shipping address and rural area orders are shipped with Canada Post. If you want to specify how you want your order shipped (if you prefer Canada Post over Purolator or vice versa) please specify this in the "Notes" section when you checkout.

Can I have my order shipped faster?

Please contact us at to have your order shipped faster. A second shipping charge will be put through on your credit card.

Can I place an order over the phone?/ Is your website safe to use my credit card?

We only accept orders through the online store. All the information you input into our system is protected using military grade 128-bit Secure Socket Layer (SSL) encryption security. This ensures that your data is never exposed during transport from your computer to our data center.

How do I cancel my order?

You can cancel your order any time up until the goods have shipped. If you wish to cancel, please contact us at

How do I make a return or send in an item for warranty?

Please see our Return Policy for information regarding returns and warranties. Note that all sales on climbing gear are final.

Can I return an online order to my local VPO store?

All online orders must be returned to the original VPO store. See the Return Policy for instructions on how to obtain an RA# and the shipping address.

Can I use a Valhalla Pure gift card for an online purchase?

Yes you can! Your gift card needs to be put through manually, so your credit card will be authorized for the full amount and adjusted after the order is confirmed and we are ready to ship. Please put the Gift Card number in the "Notes" section when you checkout, along with the 4 digit code under the scratch-off area.

How do I know what VPO store has a particular item?

One each product page, select the size and colour to the right of the image and below "Also Available In" you will see which store has that item.

Do online orders ship from a warehouse?

All online orders ship from the VPO stores directly. We do not have a warehouse of extra inventory.

Can I view my local VPO store's entire inventory online?

We do not have every single item listed online, but the major brands and best sellers can be viewed online. Don't see something you are interested in? Email and we will look it up for you!