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SHIPPING & RETURNS

Shipping Policy

1. Shipping Methods and Timeframes:

If your order is within Australia, it will arrive within 2-7 business days.

For all international orders, the expected arrival is within 10-28 business days.

Please note this is an estimate, delivery times may vary based on your location and any unforeseen circumstances.

You can always track your item in the link provided in your shipping confirmation for a more accurate time frame.

2. Shipping Rates:

Shipping rates are determined based on the total weight of the package, the shipping method selected, and the destination address.

The exact shipping cost will be displayed at checkout before you make your purchase.

To get an exact estimate please build your cart and select your specifications and a quote will be given to you.

We offer free shipping on all orders over $50 Australia-wide.

3. Order Processing Time:

Orders are typically processed within 1-2 business days after payment confirmation. Please allow additional processing time during peak seasons or holidays.  We will keep you update to date through email and notify you once your order is shipped.

4. Tracking Information:

Once your order is shipped, we will provide you with a tracking number via email or SMS (if provided). You can use this tracking number to monitor the status and estimated delivery date of your package.

5. International Shipping:

We currently offer international shipping to select countries. We currently ship to New Zealand, North America, Western Europe and Asia and the Pacific.

International shipping rates and delivery times may vary.

Please note that customers are responsible for any customs duties, taxes, or import fees imposed by their respective countries.

6. Shipping Address:

Please ensure that your shipping address is accurate and complete to avoid any delays or delivery issues. We are not responsible for packages that are misdelivered due to incorrect or incomplete addresses provided by the customer.

7. Order Status and Support:

If you have any questions or concerns about your order or shipment, you can contact us at info@chalkupclimbing.com.au.

We'll be happy to assist you with any inquiries you may have.

8. Delivery Issues:

In the rare event your shipment is lost or damaged, kindly get in touch with us promptly at info@chalkupclimbing.com.au. We will promptly collaborate with our shipping partners to address the situation and ensure a swift resolution. Your satisfaction is our priority, and we are here to assist you with any shipping concerns you may encounter.

Return & Exchange Policy

1. Eligibility for Returns:

We want you to be completely satisfied with your purchase. If you are not happy with your product, you may return it within 30 days from the date of purchase.

To be eligible for a return, the item must be unused, in its original packaging, and in the same condition as when you received it.

2. Non-Returnable Items:

Certain items are not eligible for return due to resale limitations.

These may include but are not limited to:

  • Customized or personalized products

  • Sale item(s) (unless faulty)

 

3. Return Process:

To initiate a return, please follow these steps:

Contact us at info@chalkupclimbing.com.au to request a return with details for the reason and your order number.

Once the return request is approved, package the item and ship the item back to the designated return address provided by our team.

Upon receipt of the item(s), a refund will be issued for the cost of the product excluding shipping.

4. Return Shipping:

The cost of return shipping is the responsibility of the customer, unless the return is due to a mistake on our part (e.g., wrong item shipped, defective product).

We recommend using a trackable shipping method to ensure the safe return of the item.

5. Refund Process:

Upon receiving and inspecting the returned item, we will process your refund within 10 business days.

The refund will be issued using the same payment method used for the original purchase.

Please note that the time it takes for the refund to appear in your account may vary depending on your financial institution.

6. Exchanges:

If you wish to exchange an item for a different size, colour, or style, please follow the regular return process and place a new order for the desired item on our website.

 

7. Damaged or Defective Items:

If you receive a damaged or defective item, please contact us at info@chalkupclimbing.com.au with your order number.

We will arrange for a replacement or provide further assistance based on the specific situation.

8. In-Store Returns:

If you purchased your item(s) from a retail store or climbing gym, you can make your return or exchange directly with them.

9. Return Exceptions:

In exceptional cases, we reserve the right to deny a return if the item does not meet the specified return eligibility criteria or if it shows signs of misuse or intentional damage.

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