Run by climbers, for climbers

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Payment, delivery, returns & refunds

Paying for your order

You can pay by Visa, Master Card, Account-to-Account transfer, or any other payment method supported by our payment processor, DPS.

Any queries please contact us.

Order cancellations

You may only cancel your order prior to dispatch.

Please contact us as soon as possible.

Order dispatches

This is a business run by climbers for climbers, however, we want to go climbing as much as possible! Therefore goods are usually dispatched Mondays and Fridays (New Zealand time).

If you require urgent delivery please contact us to see what is possible.

If you order is delayed, or out of stock, we will contact you with an estimated delivery time, you may cancel the order any time prior to dispatch.

Delivery times

Goods are usually delivered to New Zealand towns and cities 1-4 days after dispatch, however New Zealand rural addresses may take 2-3 days extra. 

How your items get to you:

  1. You place an order on our web site.
  2. You receive an automatic email confirmation showing goods ordered, prices, shipping if applicable and delivery address.
  3. Our team collects and packs your order.
  4. Your order is dispatched (see Order dispatches).
  5. You receive an email confirming dispatch.
  6. Your order is delivered (see Delivery times).

Returns policy

Within 7 days of delivery, you may return any item you purchase (other than those non-returnable: see below), in new condition, with undamaged original packaging, for a full refund, however freight charges will be deducted from the credit, this also applies to orders originally sent freight free. A re-stocking fee may also apply.

Unfortunately, we are unable to provide free delivery for returns unless it is due to an order error on our behalf.

Please contact us before you return an item.

We will notify you by email once a return has been received and processed. Within 7 days of our receiving your return you can expect a refund in the same form of payment originally used for the purchase.

Please note: we do not offer refunds for changes of mind or errors in ordering.

Non-returnable items

All purchases of rated climbing gear cannot, for safety reasons, be returned, other than the right to refund, replacement or repair under New Zealand consumer law.

Exchange policy

Items of clothing and shoes can be exchanged if the sizing is wrong. Please note: if shoes have been worn (climbed in) indoors or out, they cannot be exchanged.

Unfortunately because we keep our pricing low we cannot provide free delivery on returns, or free replacement delivery.

Please contact us before you return an item.

Warranty

Should your product have a manufacturing defect please contact us. We will organise with you to return the item for assessment.

All products are warranted against defects in manufacturing or materials over the life of the item. Damage or faults occurring as a result of misuse, accident or wear and tear are not covered by our warranty policy.