Return FAQ's

The item I received is damaged?

If the purchased product is faulty, reach out to us within 7 days of the delivered date and we will contact you in regard to fixing the issue.

Can items be exchanged??

Yes! We allow the exchange of purchased items for selectable variants. Once the exchange request is approved, and the original item received back to the store, the replaced item will be shipped to you. Postage of the new item will need to be paid.

What refund options are available?

The following refund options are available:

  • Refund to the original payment method
  • Refund to store credit (if applicable)
How do I ship back the items?

For instructions on how to ship the returned products, refer to the email received after placing the return request.

How long do refunds take?

Once your returned item is received and inspected, you will be notified via an email. You will also be informed about the approval or rejection of your refund request. If approved, the refund request will be processed within 5 - 7 working days after approval.

I want to return an item

All packaging must be in its original, re-sellable condition 

Please note due to health and safety the following items can not be returned unless found faulty.

  • Climbing Equipment
  • Underwear/Socks 

Outlet sales are final and can only be returned for exchange. Items found faulty or under warranty will be replaced or refunded. 

I have a warranty claim

Please email us at with photos and details of your purchase.

How do I get in contact with you?

You can call the store on 07 3854 1340 any time during business hours and we will be able to assist you with your inquiry.  Alternatively you can email us on

What payment methods are available?

We can accept all major Credit Cards, PayPal, Afterpay and Zip Pay online.  If you would like to pay cash you will need to come and see us in store.

Shipping FAQ's

Can my order be shipped Express?

We offer an Express Shipping option which is calculated on the weight of your items.

NOTE: Express Shipping times can change, please check with Australia Post for any delays in your area.

Who do you ship with?

We ship all order with Australia Post , Amarax and Star Track.

We do not currently ship internationally. 

Why am I being charged for shipping?

We offer free shipping on all non bulky items over $49.

A flat-rate fee of $9 is charged on purchases under $49.

If you are purchasing an item that is bulky and isn't covered under our free shipping policy you will be charged for shipping. Bulky items are noted in their  description 

Do you send same day dispatch?

Yes, all orders placed before 1pm AEST will be sent out the same day excluding weekends and public holidays