FAQ

As described in our Privacy Policy, we collect personal information from your interactions with us and our website, including through cookies and similar technologies. We may also share this personal information with third parties, including advertising partners. We do this in order to show you ads on other websites that are more relevant to your interests and for other reasons outlined in our privacy policy.

Sharing of personal information for targeted advertising based on your interaction on different websites may be considered "sales", "sharing", or "targeted advertising" under certain U.S. state privacy laws. Depending on where you live, you may have the right to opt out of these activities. If you would like to exercise this opt-out right, please follow the instructions below.

If you visit our website with the Global Privacy Control opt-out preference signal enabled, depending on where you are, we will treat this as a request to opt-out of activity that may be considered a “sale” or “sharing” of personal information or other uses that may be considered targeted advertising for the device and browser you used to visit our website.

Shipping
What is order processing time? 

All orders are processed within 1-2 business days (excluding weekends and holidays). You will receive a notification when your order has shipped. If an item is out of stock, we will notify you as soon as possible.
What happens if my item is out of stock? 

We will make every effort to fulfill your order promptly. You will receive a notification update that your item is not in stock. You will receive another notification once your item has arrived in stock and has shipped.

What type of shipping? 

We offer UPS Ground shipping for all orders.

Do you ship internationally? 

We currently only ship within the United States.
Can I track my order? 

Once your order ships, you will receive anemail with a UPS tracking number for you to track your order.
What if my order is damaged, defected or has missing parts? 

If your order is damaged, defected or has missing parts, please contact equipment@pa.org with48 hours of receiving your item.
Can I modify my order? 

No, you cannot modify your order once it has been placed. If you have questions about your order, please email equipment@pa.org with a message including your order # and a member of our team will reply as soon as possible.

Payment
What payment methods do you accept? 

All products are sold as U.S. dollars. We accept Visa, MasterCard, American Express, Discover and checks. Checks can be mailed to Project Adventure, 719 Cabot Street, Beverly, MA 01915

How can I use a PO toward my order?  

Yes, you can use a PO for your order. Fill your cart and at checkout, you will see an option to pay by PO. You will be able to complete your order. Then, email equipment@pa.org with a pdf of your Purchase Order. Orders will not be processed until PO is received.
Will I receive an invoice for my order? 

Once you place your order, you will receive an email from Project Adventure with your order details and payment method used. If you have a particular request for your invoice, please email that request to equipment@pa.org.

How can I apply my tax exemption to my order? 

If you are applying a tax exempt certificate to your order, you must first create an account with our PA store and receive authorization prior to checking out. You can create an account from the Home Page by selecting the icon on the top right of your screen and select Create an Account or sign in with your Shopify account. Once you have successfully logged into your account, email equipment@pa.org with your tax exempt certificate (pdf form) and noting the name and email used to create your account. You will receive confirmation that tax exempt status has been applied to your account and that you are able to complete your purchase.

If you completed your order without a tax exempt, please contact equipment@pa.org with your order name and order number including your tax exempt pdf ASAP and a member from our team will contact you.

Returns and Refunds
What is the return policy? 

Project Adventure has a 30-day return policy, which means you have 30 days after receiving your item to request a return. All returns must be requested by the customer by emailing equipment@pa.org referencing your order name and order number. Customers must be authorized for a return before sending it back to Project Adventure. Items sent back without prior authorization will not qualify for a refund.

Customers are responsible for return shipping costs. Shipping fees will be deducted from the total product refund issued, as they are non-refundable.

Custom orders (such as ropes cut to custom lengths) are generally nonrefundable.
Is my item eligible to be returned? 

Items must be authorized for return (see return policy) and generally be in original, unused condition with packaging and proof of purchase. Shipping costs are non-refundable.

Refunds are issued to the original form of payment and can take 3-7 business days to process once the return is received. A confirmation email will be sent to you once the refund has been processed.

Custom orders (such as ropes cut to custom lengths) are generally nonrefundable.

How do I start a return? 

Return requests can be made by emailing equipment@pa.org referencing your order name and order number (or replying directly to your confirmation email). Items must be authorized for return (see return policy) and generally be in original, unused condition with packaging and proof of purchase.

What is the refund process? 

We will notify you once we have received and inspect your return. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Shipping costs are non-refundable. Customers are responsible for all shipping costs associated with the original order and returned item.

Customer Support
What if I want to speak with someone at Project Adventure? 

You may contact customer support at Project Adventure by emailing us directly at equipment@pa.org or visiting our contact page. You may also call us at 978-524-4500 and leave a voicemail and a member of our team will contact you between 9am-5pm EST. Please have your order name and number ready.

What if I want to setup training for my purchase? 

We offer a variety of services related to the items sold on our webstore. If you are interested in learning more, email us directly at equipment@pa.org and a member of our team would be happy to set up a call with you.

How can I setup a challenge course installation, repair, or inspection at my site? 

We’d love to hear more about your need for challenge course services– please contact us at equipment@pa.org and note your requested services in the email.
What are Project Adventure’s credentials in the field? 

Project Adventure is an Accredited Vendor of the Association for Challenge Course Technology (ACCT) and is accredited by the Association for Experiential Education (AEE).