Rigging Lab at Rescue Response Gear 

1. General Information

Q: What products do you offer?
A: We specialize in rigging and rope rescue equipment, including ropes, harnesses, carabiners, pulleys, anchors, and kits. We also provide online training courses for rope rescue professionals.
View Product Listing.
View Subscriptions. 

Q: Do you have a physical store?
 A: No, we operate exclusively online to offer competitive pricing and convenience. All orders are shipped directly to your doorstep.

Q: Where are you located?
 A: Our headquarters are based in Oregon, but we ship nationwide. 

Q: How can I contact customer support?
 A: You can reach us via email at info@rescueresponse.com for gear related inquiries and info@rigginglabacademy.com for training, phone at 888-600-9116, or through our contact form on the website.

2. Ordering and Payment

Q: How do I place an order?
 A: Browse our website, add items to your cart, and proceed to checkout. Follow the prompts to complete your order.
For training, head over to Rigging Lab Academy and sign up to any of our subscription models that fit your needs; individual and team subscriptions available. 

Q: What payment methods do you accept?
 A: We accept major credit cards (Visa, MasterCard, American Express), PayPal, and other secure online payment options. If you’d like to apply for a net 30 PO account, please apply here. 

Q: Can I be invoiced for my order? 
A: Yes, if your department qualifies for a Net 30 PO account, you can place your order by clicking on “Purchase Order” at the check out and we will invoice you. If you’d like to apply for a Net 30 PO account, please apply here. 

Q: Can I modify or cancel my order after placing it?
 A: Yes, but you must contact us as soon as possible. If the order has shipped, this will be considered a return and subject to a restocking fee. Contact info@rescueresponse.com for modifications and cancellations of your order. 

Q: Can I get a quote on gear? 
A: Yes, click on “Quote my Current Cart” at the check out once you’ve browsed our web store and added gear to your shopping cart. Then click on Submit and we will email you the quote with any adjustments needed to your quote. 

3. Shipping and Delivery

Q: How long does shipping take?
 A: Shipping times depend on your location and the shipping option selected at checkout. Standard shipping typically takes 5-7 business days and can face backorders. We will provide shipping lead times and tracking information once your order is placed. 
PLEASE NOTE: some gear are subject to backorders. If you are needing your equipment within a certain time frame, please contact us for up-to-date lead times. 

Q: Do you offer expedited shipping? 
A: Yes, we offer expedited shipping but please contact us before placing the order at info@rescueresponse.com 

Q: Do you offer international shipping?
 A: No, we do not ship directly outside the United States. But if you have an affiliate within the United States, we can ship to them. 

Q: How can I track my order?
 A: Once your order is shipped, you will receive a tracking number via email. Use this number to monitor your package’s progress.

Q: What should I do if my order arrives damaged?
 A: Please contact us immediately with photos of the damaged items, and we’ll assist you with a replacement or refund.

4. Returns and Exchanges

Q: What is your return policy?
 A: We accept returns within 30 days of purchase, provided the items are unused and in their original packaging. Certain exclusions apply (e.g., custom orders). Returns are also subject to a restocking fee. Email our support line at info@rescueresponse.com as soon as possible for returns. 

Q: How do I initiate a return or exchange?
 A: Contact our customer support team with your order details, and we’ll provide instructions for the return process. Email info@rescueresponse.com 

Q: Do I have to pay for return shipping?
 A: Yes, customers are responsible for return shipping costs unless the return is due to a defect or error on our part.

5. Training Courses

Q: What online training courses do you offer?
 A: We offer courses in rope rescue techniques, rigging best practices, safety standards, from beginner to advanced level for rescue professionals.

Q: Are your courses certified?
 A: No, but our courses meet industry standards, and participants receive a certificate upon successful completion.

Q: How do I enroll in a course?
 A: Visit our Training section, select the course you’re interested in, and follow the prompts to register and make payment. Visit https://rigginglabacademy.com/ 

Q: Can I access the courses anytime?
 A: Yes, our courses are on-demand, so you can learn at your own pace and convenience.

6. Products and Safety

Q: What is Rescue Response Gear’s commitment to safety and quality, and how does their warranty program work?
A: Rescue Response Gear is committed to uncompromised safety and guaranteed performance across all aspects of our business. Our products undergo rigorous testing to meet NFPA, ANSI, and CE safety standards. We actively engage with industry organizations to maintain cutting-edge safety protocols.

Q: Do you provide product warranties?
 A: Yes, most of our products come with manufacturer warranties. Refer to the product page for specific warranty details.
Our warranty program typically covers defects in materials and workmanship for one year from the date of purchase. Warranty claims are handled directly by product manufacturers. For any product performance concerns, please contact us at (888) 600-9116 or info@rescueresponse.com.

7. Discounts and Bulk Orders

Q: Do you offer discounts for bulk purchases?
 A: Yes, we offer team subscriptions based on your need and team size. The Plus and Team subscriptions offer team plans and multiple user logins. Visit our subscription pages for further information. https://rigginglabacademy.com/
For bulk orders on gear, go ahead and request a quote by adding the gear to your shopping cart and click on “Quote my Current Cart” at the check out. We will email you a quote with revised pricing on bulk orders. You can also contact info@rescueresponse.com for quotes on bulk orders. 

Q: Are there any ongoing promotions?
 A: Check our website’s homepage or sign up for our newsletter to stay updated on sales and promotions.

8. Technical Support

Q: Can you assist with product setup or troubleshooting?
 A: Yes, we’re happy to help. Reach out to our customer support team for assistance at info@rescueresponse.com 

Q: Do you offer consultations for custom rigging setups?
 A: Yes, our experts can provide guidance and recommendations. Contact us to schedule a consultation.

Still have questions?

Contact us at info@rigginglabacademy.com for training and info@rescueresponse.com for gear, or call 541-275-5658. We’re here to help!