You can find the delivery status in your Climbing Anchors account or via the courier tracking page, which is linked to you in the “Order # has shipped” dispatch email.
If your order has been delivered to your address but you are unable to find it, check the surrounding areas if the driver has placed it in a safe place, not visible from the street.
If you find the courier has left an attempted delivery note redirecting you to a pick-up location, which sometimes happens if the driver deems it unsafe to leave the parcel unattended at the nominated delivery address. To pick up your parcel, bring the card left by the driver and your photo ID (i.e. drivers licence). If you didn’t receive a card, you can show a tracking number to pick up your parcel.
Get in touch and we will lodge an investigation with the courier for you.
Don’t worry, the other package is coming soon!
A team member would contact you if there are changes in your order, for example if an item has run out of stock then we will get in touch to explore some options. Be sure to check your junk mail for any emails from us.
Sometimes, we will split an order due to the stock being available in different store locations. In this case, we will divide your order into smaller packages and ship them from the different locations, it’ll help you get your items faster.
You will be able to see which items are included in each package under your “Order Dispatched” email.
If the item is not a clearance item, then most likely it will be back in stock soon.
The best option is to subscribe to the “Notify Me” button on the product page, which will send you an email once the product lands in our warehouse.
If you need a product in a hurry, looking for an estimated arrival date, or need a speciality order item we don’t hold enough stock in, reach out to our customer service team.
The stock on our website shows the available stock in our stores and warehouse. If an item is out of stock on our website, they will also be sold out in our stores.
Mini-stores have selected items that are catered to each gym. Usually we hold a selection of shoes, crash pads, apparel, chalk, bags, training equipment, and climbing accessories. You can contact our customer service team during staffed hours to find out if an item is available.
Yes, absolutely. We take orders over the phone. Please call our customer service team on 1300 421 585 to help you place an order. Unfortunately, we do not take mail orders.
Price Match Policy
We strive to offer competitive pricing for our items against other Australian retailers. If you see the same item online cheaper, let us know and we will do our best to price match it.
Note: if the item you want to price match is low in stock or out of stock on another website, we may not be able to offer a price match. You can always call or email us and give it a shot though!
Privacy Policy
We value your privacy and have in place processes to ensure that your details are secure. Learn how we keep your details safe via our Privacy Statement.
Is it safe to use my credit card details on your website?
Rest assured that your credit card, bank account details, or other payment information is secured through our encrypted payment gateway each time you make an order. We do not store or hold your credit card information after your order is complete.
Our payment options are:
In addition to the above, we also accept gift cards and Climbing Anchors store credit as payment.
Afterpay offers interest-free payment plans for your online purchases. Buy and receive what you want today and pay it off in four equal instalments fortnightly.
How to use Afterpay:
Be patient, do not refresh the page until the order has gone through successfully.
Your will receive a confirmation from Afterpay, separate to the Climbing Anchors’ confirmation invoice. You can keep track of your payment schedule directly via the Afterpay website.
For complete terms visit afterpay.com/terms
Important information:
The funds for the first payment will need to be available at the time of checkout. If you are a new Afterpay customer, the first payment will be made at the time of purchase, with payments over the next 6 weeks. Once you have been an Afterpay customer for at least 6 weeks for all orders under $500, your first payment is made in 14 days, with final payment in 8 weeks.
Afterpay is not available to pro-deal accounts.
If you have returned to the checkout page because your Afterpay did not work, you will see an error message: “You've cancelled your Afterpay - Pay off purchase over 8 Weeks payment, please use another payment method.”
Our system will automatically generate an order confirmation email with an invoice. Don’t worry. If you check the balance on the invoice, no payment has been received on our end. These orders will still appear on your account order history as “order cancelled”.
You can make the purchase again online or call us to pay via credit card.
If you plan to pay by Direct Bank Deposit, please let a customer service team member know as well as forward your order confirmation to info@climbinganchors.com.
Absolutely! Log into your account and go to “My Account”. You can then pay for your outstanding invoices online under the “Invoices” section.
This section will outline your account balance & available credit. You can select from Mastercard, Visa or American Express. Enter your amount and hit “Process Payment”.
Alternatively, you can pay via Bank Transfer to the bank account listed at the bottom of your invoice. Don’t forget to send a quick email to our customer service team to notify them that your payment went through via direct deposit (this will help get your order rolling).
Yes, absolutely. You should receive an email confirmation from the email address info@climbinganchors.com. It is possible the email may have ended up in your junk or spam folders. You can stop this from happening if you add our email address to your safe list.
If the online order has not been dispatched or left our premises, please give our customer service team a call about switching out items or cancelling your order.
If it is a Click & Collect Order, please try on any fitted safety equipment (e.g. harnesses or helmets) to make sure they fit correctly before leaving our stores. You will not be able to exchange safety items once they leave our stores.
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Standard Delivery |
Free standard delivery on orders over $29. Orders are dispatched the same day (if placed before 1pm) or the next business day. The location and size of the parcel may affect delivery times (see also Big & Bulky Delivery). Approximate delivery for metro areas, include:
Please add an extra day for regional areas. |
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Express Delivery |
Express delivery options are available, depending on item weight & size. To arrange express shipping & costs, please contact us. Please note: express shipping is delivered via Australia Post. Due to impacts of the pandemic, Australia Post currently cannot guarantee next business day delivery. Delivery may take up to 3 business days to Western Australia, Northern Territory and non-metro areas. |
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Big & Bulky Delivery |
Large parcels and bulky items usually take an extra day or two for Australia Post couriers to deliver them. |
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International Shipping |
Sorry, we do not ship internationally. If you wish to ship items to New Zealand, please contact us. |
For more information please see our Shipping Page.
If you have realised you’ve entered the wrong delivery address after placing your order, get in touch with us via email or phone to update your shipping address.
The best way to reach us for orders placed over the weekend is via email with your updated address and we will fix it before the order despatches on Monday.
Occasionally, a post office may send a package back to us if you have not collected it within a reasonable time frame. We will hold onto this package and attempt to contact you via email or phone.
Once your order has been dispatched, the tracking information will be made available to you via an email notification. You can track your order via the couriers’ website or use their tracking app. In most cases, you can set up phone or email notifications to let you know when your package is delivered.
Alternatively, you can view the status of your order if you log in to your Climbing Anchors account and head to ‘Orders’ under ‘My Account’. You can access this page here.
Our parcels are normally picked up by the courier in the late afternoon. Please allow enough time before you see your package on the move. If you are unsure of your tracking you can contact the carrier for delivery network updates. If you have any questions, you can also contact our Customer Service team.
Don’t worry, the other package is coming soon!
Split shipping is when we divide your order into smaller separate packages. This may happen when we need to dispatch your items from different locations due to low stock availability. We split ship packages because it helps us get your items to you faster.
You will be able to see on your “Order Dispatched” email the expected items in each package.
We use several courier services depending on package size and delivery location, including Aramex, Australia Post, & Couriers Please.
If you would prefer Australia Post delivery, please ensure that you choose the Australia Post delivery option at checkout.
Express Shipping is through Australia Post. Please note that due to the weight of climbing equipment, we will need to calculate if express is a feasible option for you. Contact our customer service team if you require express delivery.
For the majority of parcel deliveries, we use packaging that is biodegradable, compostable, or can be recycled. We intentionally reuse a large portion of the packaging that we receive from our suppliers, including single use plastics (i.e. bubble wrap and boxes) simply to get more uses out of them.
Delicate and fragile items are placed in either bubble wrap or a paper alternative. We will make sure that it’s all adequately packaged from any damage created in the delivery process. If you have any concerns, contact our customer service team.
Our orders will also arrive with some stickers, locally made candy, and product info printed on recycled paper stock. If you want extra candy or stickers, better ask nicely~
Unfortunately, we do not ship items internationally. We are an Australian retailer and occasionally we may ship items to New Zealand. Please get in touch with our Customer Service team for more information about shipping products to New Zealand.
When should I use Click & Collect?
Click & Collect is used when purchasing non-returnable safety equipment where you're unsure about the comfort or the fit (e.g. helmets and harnesses). Once you place an order online, we can send a product to your closest store or hold it aside for you until you can come try it on. When you try on safety equipment in store, you'll still be able to swap for a different size if it doesn't fit.
How do I know when my order is ready for pick up?
The product availability by store on the product page beneath the price will give you a general idea of the wait time. If the product is available at your closest store, you will receive a pick up email notification within 1 - 2 business days of the order.
Not all items are held in stores. If the product is available online but not at your closest store, placing an order will notify us to ship it from our warehouse to the store which can take 3 - 5 business days.
To pick up your order, please show us a photo id or an invoice for the order.
Yes, you may have someone else pick up your order for you. Please send them a copy of the invoice to show us upon collection.
It is highly recommended that you come in store to try on any safety equipment that requires sizing (i.e. harnesses and helmets). You will be unable to return safety items if your friend collects them and they are the wrong size, even if the items are unused.
Due to the critical nature of safety equipment, we cannot accept returns or exchanges on any item labelled safety equipment. Please double check that you’ve chosen the correct equipment before finalising your purchase. If you are ever unsure, our customer service team can provide recommendations or advice on climbing equipment catered to your specific needs.
Please understand that this policy is strictly to ensure that all our customers are guaranteed that their equipment is in a new, unused, and safe condition. We do not resell safety equipment and therefore do not offer returns / exchanges. What is listed under safety equipment?
Clearance items are also excluded from returns. A clearance item, not subject to safety exclusions, may be eligible for exchange in size if it is available.
For more information, please refer to our Returns Policy.
You will need to check if your item meets our rules of return outlined in our Returns Policy.
For climbing shoes, we offer one free return in case the size isn’t right the first time around. Every online shoe purchase will come with a return slip with the instructions on how to return via Australia Post. Please ensure that you place the shoe box inside another box or satchel for the return shipping.
If you are attempting to return an item that isn’t covered by our free shoe return, please contact our customer service team.
Depending on where you are sending your return from, the entire return process may take up to 20 business days. Once we have received and processed your return, you will receive a confirmation email from us letting you know it’s been completed.
You can bring your item to any of our physical stores for an exchange, subject to meeting our rules of return outlined in our Returns Policy.
Note: online purchases cannot be refunded in store, please contact our customer service team in regards to refunds.
Please note that we do not stock all items available online in our stores. If you wish to exchange sizes or try on an item, please check for store availability on our website or contact our customer service team to ensure that product can be shipped to your chosen store beforehand.
A customer service team member will facilitate the refund process for you. Refunds are processed back into the same payment method you used to pay (i.e. same credit card, account credit, etc.). Once the refund has been processed, we will send you an email confirming the refund.
Note: online purchases cannot be refunded in store, please contact our customer service team in regards to refunds.
If you have looked everywhere in your package and there is no shoe card to be seen, you can access your first free shoe return here: New link TBA.
Please note: we only offer a one free shoe return on eligible shoes. A free shoe return is not eligible for clearance shoes or on your second shoe return. We’re happy to help if you need to return a shoe a second time - have a chat with our customer service team about sizes, recommendations and the return process.
Due to the critical nature of safety equipment, we cannot accept returns or exchanges on any item labelled safety equipment. Please understand that this policy is strictly to ensure that all our customers are guaranteed that their equipment is in a new, unused, and safe condition. If the item has yet to leave our premises, you can exchange or cancel your order by contacting our customer service team.
What is listed under safety equipment?
All items we stock are backed by manufacturer warranties.
Please note: climbing equipment warranties for textile items, including ropes, shoes and harnesses, will take wear and usage into account when assessing it’s eligibility for repair or replacement. Warranties do not cover misuse of products.
For more information, please refer to our Returns Policy.
All of the climbing equipment we sell goes through testing and certification processes before they are sold. Still, it’s possible an item could potentially be defective or mislabelled. If you’re ever unsure about whether an item is defective, please don’t hesitate to contact us or lodge a dispute in our ‘Resolution Centre’.
Similarly, we will make an announcement or contact you directly if we are notified about a recall on a defective item.
If an item you’ve purchased is defective immediately or has developed a fault, you can lodge a dispute / warranty claim in the ‘Resolution Centre’ on our website.
Lodging a dispute is the quickest way to help us assess whether the issue is covered by Manufacturer's Warranty, and its eligibility for repair or replacement.
Learn how to lodge a dispute in the Resolution Centre.
Email Subscriber Discount Terms & Conditions
You may receive online offers and promotions when you are an email subscriber. Some may include a promotional or discount code for use when placing an order. Expiry date is disclosed in the email with the discount code. The email subscriber discount is not valid in conjunction with any other promotional offer. Discount cannot be applied to Spot, Ocean Signal, Donut Crash, Climb Like A Girl, Totem, beacons, sale items, and gift vouchers.
Club Discounts Terms & Conditions
Club discount codes are for club members' personal use and can only be applied online. Club discount codes are renewed annually and not valid in conjunction with any other promotional offer or discount code.
Applying Discount Codes
Please be aware that you cannot combine multiple discount codes or promotions together, unless stated otherwise.
It is your responsibility to ensure that the code is valid, and that you enter the discount or promotional code at the time of placing an online order. The discount or promotional code cannot be applied after you have completed your order. Separate terms may apply to the use of the discount / promotional code. Discount and promotional codes are non-transferable, cannot be posted on a forum or website and may not be used with other offers.
All references to times in promotions are based on the local time in Sydney, Australia unless stated otherwise.
Gift Vouchers purchased through our website are emailed shortly after the order is completed or at the time scheduled for delivery. Check your spam, promotional or junk folders if they don’t appear in your inbox.
If you’ve lost or misplaced your gift voucher, it’s not a problem. Please contact our customer service team for assistance.
How do I use a voucher?
You can redeem your voucher or gift card on the Checkout page under “Voucher”. Click “Redeem voucher” and enter the voucher code and secret code.
The value of the voucher will then be applied to your order. Any outstanding balance can be paid with the payment methods available online or in store. If you do not spend the entire voucher value in single transaction, the remaining balance will be available on your voucher for future use.
I’m having trouble with the voucher code. Is it case sensitive?
How do I know if my voucher can be used?
Climbing Anchors Gift Vouchers do not expire and do not need to be used all at once. If you wish to check the balance, please contact our customer service team.
My voucher code isn’t applying on my order, what’s wrong?
Make sure you are applying the voucher code and secret key in the Checkout page under “Voucher”. It will not work if you apply it in “Discount”.
Please note: the voucher code and secret key is case sensitive. Input the secret key exactly as shown. We are aware there is a problem with upper & lower case “L”s and “I”s looking the same. Unfortunately, there is no easy way but to play around with the letters until the voucher is accepted by the system. If you’re lucky enough to get “IIlI”, let us know and we’ll have a laugh together.
If you're still having trouble applying the voucher, please contact our customer service team.
Climbing Anchors Gift Vouchers do not expire and do not need to be used all at once. If you have forgotten to use the gift voucher, you can always hold onto it for next time.
If you have made a purchase and forgotten to apply a Discount / Promo code, you’ll need to get in touch and organise a refund of the difference through our customer service team.
Your discount code or promo can be applied either at the View Cart or Checkout page. Your discount / promo code is different from a Gift Voucher - the codes will not work if you put it in the wrong section.
On the View Cart page
Beneath “Subtotal” there is a text box to enter your discount code or promo code, then hit “Apply discount”.
On the Checkout Page
The discount or promo code is entered where it says “Discount”. Please note: “Voucher” is for entering Gift Vouchers.
Easy! You can edit all of the information for your account by clicking on the person icon at the top right corner of your browser and then selecting “My Account”.
You will need to login to update any personal information. I’m having trouble with the login.
You can update your newsletter preferences for your account by clicking on the person icon at the top right corner of your browser.
You can reset your password using this link: https://www.climbinganchors.com.au/_myacct/forgotpwd
You will need to enter the email address for the account you have registered with us. If you are unsure about your email address or login details, please contact our customer service team.
No, never! Your privacy is important to us and your information will only be passed onto third parties in accordance with our Privacy Policy.
If you have made a purchase with us, an account is created for us to:
If you have also subscribed to our newsletter, you may receive marketing communications. Please note: we do not store any credit card information.
For more information, please refer to our Privacy Policy.
Last updated: 2022-06-27 09:55:26
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