FAQ

Please allow a 2-3 days processing time for your order. Shipping times depend on the shipping method chosen and on couriers availability.

Preorder products may have longer wait times and will be specificed on the product page. If you are ordering addtional products along wtih your preorder item, the added items will be subject to the same wait time as your preorder item. 

Our holds are hand-made to order. Our lead-time is ≈15 days for holds. 

*Once items are ordered, item will be shipped and returns will be under normal return policy.

We ship orders through FedEx, UPS, DICOM, DHL, ICS, Purolator and Canada Post. Shipping costs are calculated by our service partners based on weight, dimension, fragility, and distance.

Free shipping (Canada Only) is automatically applied to your order when your cart total is a minimum of $150 prior to taxes. Holds are excluded from free shipping.

So iLL does not control duties or taxes for overseas orders. This is the responsibility of the customer. International orders are billed for these costs by the shipping company and paid for by the customer upon arrival.

If any items are refused at customs & sent back, the customer will incur a 30% fee (30% of product retail price) + deduction of shipping cost.

So iLL is not responsible for, and does not file claims for lost and stolen packages. We strongly encourage all purchases include coverage of Route package protection. In the event your package is lost, we suggest the following: First, if a package is marked "delivered", and cannot be found, we encourage you to check in with nearby neighbors or your local FedEx/UPS/USPS office or hub. Sometimes packages can still be recovered. Due to the rise of package theft, we encourage our customers to purchase Route shipping insurance at checkout. If you are experiencing delivery issues and purchased Route insurance, please file a claim here. If Route shipping insurance is not purchased, we are not liable to replace or reship items.

We have a 14 day time limit for returned goods from the delivered date. In order to be returned, items must have their original packaging, and all tags intact.  All items may be subject to a $15 restocking fee. Exchanges will not be subject to the restocking fee. Refunds will be returned to the original form of payment used, less any shipping fees and shipping insurance charges.  To initiate a return, or see if your items are eligible, please visit our returns portal here. 

Once your return or exchange is approved, simply repackage the items being returned along with a copy of your return approval (it gives us your original order number for matching), and ship the package to:

So iLL Canada

120 Saltsman Dr Unit #1,

Cambridge, ON  N3H 4R7

After the item has been received and checked for quality it may take us up to 10 business days for processing.

No Returns or exchanges on masks, bandanas and closeout items will be possible.

International Return Policy

Same return rules apply to all International customers. International customers will have to pay for return shipping to our warehouse. This policy applies to those customers in USA and Mexico as well.

We accept returns and exchanges within 14 days of delivery of your order. 

Non-final sale shoes, apparel, bags, sunglasses, and beanies are eligible for return. Closeout or final sale items, one-offs, masks, holds/hangboards/wooden training products, crash pads, routesetting buckets, accessories (such as cutlery, nail clippers, scrunchies, finger massagers, brushes, and chalk products) and third-party items (i.e. boxer briefs, Tension Block, etc.) are not eligible for return or exchange. NOTE: Climbing shoes CANNOT be exchanged if they have traces of chalk or have clearly been worn climbing. Please try them on at home. They must be clean and ready for resale in order to be eligible for exchange. 

Please visit our Return & Exchange Portal here.
Products must be returned in brand new, re-sellable condition. Items must be in the original packaging with all tags intact. Once the item(s) are received in our warehouse, please allow up to 10 business days for processing.
For exchanges, you will be issued an order for the new item(s) with an email confirmation.
For returns, each item is subject to a $15 restocking fee. Refunds will be applied to the original method of payment used during checkout.
Please contact us at hello@soill.ca if you have any additional questions.

All shoes including climbing, lifestyle and approach shoes. Please check the item product page to verify. Closeout shoes, One-Offs, Flash-sales, and factory blem shoes are not included in the free exchange program.

Your first exchange is on us within 14 days from the day received. To initiate an exchange, or see if your items are eligible, please visit our returns portal here. If you have any additional questions, please contact us at hello@soill.ca, and we will help you out. Any additional exchanges will be paid by the customer.

Shoes MUST be in unused, like new condition, with all the original packaging. If we receive your shoes in unsatisfactory condition, we will send the shoes back to you.

If you are an International customer and wish to exchange your shoes, the customer will have to pay for shipping to our warehouse.

No returns or exchanges on closeout shoes, One-Offs, flash sale, or Blem shoes.

Yes. You may choose to go with a different model. Any models with a higher retail value will be charged the difference in price. Any models with a lower retail value will get the difference reimbursed by store credit. 

Items MUST be returned in new condition. If items are not returned in original condition with original undamaged box and packaging, the shoes will be sent back to you.

Since we are covering shipping twice on our dime, we have limited free exchanges to one per order. You can still do a second exchange in our self-service return portal, but you will need to pay for the second return label. 

No, you can obtain a pre-paid shipping label from our returns portal. This applies for first exchanges within Canada and only on eligible shoe items.

Online orders must be returned to us with the return label provided.

Not if the shoes were ordered online directly. If ordered from a shop, please exchange them at the shop you ordered them from.

Yes, the option to choose your hold color is available on each product page. See our full hold color lineup here. All colors have an approximate 15 day lead time. Please note that holds are manufactured on an made-to-order basis and require an ≈15 day lead time. (unless otherwise stated on the holds product pages). 

Hardware (bolts and screws, if needed) is included with each hold order. Wood volumes, overstock holds, and one-off holds do not include hardware. If you are looking for the Bolt Sizing Guide, you can find it here

A credit card is included in each product image to reference the size of our holds.

All of our holds come with a three year guarantee against defects.

Our holds are made from the highest quality polyurethane on the market. We arrived at our formula after years of development and testing.

Our holds are weather resistant. If you plan to use the holds outdoors, please contact wecare@soillholds.com for special options. We offer stainless steel bolts and the option to include UV inhibitors that will extend the life of the colours.