Shipping and Delivery
Currently shipping is only available within New Zealand. Most orders are shipped by PBT couriers with costs as follows:
NZ Urban Shipping South island rate of $8 NZ Urban Shipping North island rate of $15. Orders over $300 are free.
As soon as we receive your order we will confirm the purchase via email confirmation. We will endeavour to dispatch your order within 2 business days and you should receive your purchase within 3-5 business days.
Should, for whatever reason, we are unable to supply the item we will contact you, usually within 1 business day.
Returns, refunds and exchanges
You may return most new, unopened items within 30 days of delivery for a full refund. If the return is a result of our error (e.g. you received an incorrect or faulty item), we will pay the return shipping costs.
You should expect to receive your refund within three weeks of us receiving the returned items, however in many cases you will receive a refund more quickly.
To return an item, contact us at [email protected] or 03 443 1110. Once we have received and processed the returned item we will notify you of your refund via e-mail.
All purchases of climbing ropes and hardware, and gift cards are final and cannot be returned other than where a right to a refund, replacement or repair exists under the Consumer Guarantees Act 1993.
If you need a different size or colour of any other product, we are happy to exchange your purchase, as long as you can return the item with the original packaging and all tags still attached.
Consumer Guarantees Act 1993
The Consumer Guarantee Act sets out minimum standards for goods sold in New Zealand. In the event that goods sold are not of good quality or are faulty, the customer has the right to a repair, replacement or a refund.
Fair Trading Act 1986
The Fair Trading Act is designed to protect the customer being misled, either intentionally or unintentionally. This applies to all aspects of the promotion and sale of goods and services including: pricing; where the product was made; where the product is from; the meeting of New Zealand safety standards; availability of products in store and the sales techniques used. The Commerce Commission enforces the Fair Trading Act 1986.