Our showroom is open from 2pm to 7pm on Tuesday - Sunday.

We are closed on Monday & Public Holidays

Making a purchase on our website is easy! Just follow these steps:

1. Browse our website: Browse through our product categories or use the search bar to find the items you want.
2. Add to Cart: Once you’ve found your desired item, select the quantity and click “Add to Cart.”
3. Review your cart: When you're ready to check out, click on the shopping cart icon to review your items.
4. Proceed to Checkout: Click “Checkout” and follow the prompts to enter your shipping information, payment details, and apply any discount codes.
5. Complete the Order: Once everything is in order, click “Place Order” to complete your purchase.

You will receive an order confirmation email once your order is placed. If you choose to pay at our showroom, we will contact you once your order is ready for pickup.

Alternatively, you can visit our showroom, where our staff will be happy to assist you with your purchase. Please note that we do not offer in-store purchases at our showroom. All purchases must be made online.

Our focus is to create an engaging in-store experience, offering expert advice and providing services like product demonstrations.

Our showroom carries low to no inventory and all products found in the showroom are strictly for display, sample and testing.

If you like any of our products, you can purchase them directly on our website and choose either self-pickup or home delivery. Please also take note of our pickup and shipping policies.

Yes! Our showroom is designed to let you experience and test the products before making a decision.

Yes, drop us an email at hello@crankfactory.com or a text in our chat box if you wish to modify you order.

When can I cancel my order?

We accept cancellations int the following cases;

• Placed a wrong or duplicate order
• Discount code was not reflected at checkout
• Wrong or incomplete delivery address

All cancellations and refund requests must be made on the same day of the order. Otherwise, no refund will be given.

If you opted for delivery and shipping has been arranged, unfortunately, we can no longer cancel and refund your order. However, you can request to make an exchange for another item.

Yes, items in the showroom can be reserved. Simply place an order on our website and choose the option to pay at the showroom kiosk.

If you decide not to purchase the item, the reservation will be canceled at no charge.

Yes, we offer gift cards that can be purchased online and used for any product on our website.

We accept the following payment methods:

• Apple Pay
• Google Pay
• Visa
• Mastercard
• American Express (Amex)

If you prefer, you can also make the payment by PayNow at the showroom after placing an order. Payment will be collected upon collection of your order.

If you are not entirely pleased with your purchase, we offer exchanges under the following conditions.

• Exchanges must be made within 7 days from the date you received the order.
• Products must be in their original, new condition - free from marks, scratches, or odours, with no visible signs of wear or use.
• All original packaging, tags and labels must be intact and undamaged.
• Items can only be exchanged for products of equal or higher value.
• Refer to items ineligible for exchange

The following items are not eligible for exchange:

• Products sold at marked-down prices due to existing defects.
• Items listed under clearance or sales (unless the product has a defect that was not known at the time of purchase).
• Load-bearing safety equipment such as carabiners, belay devices, harnesses, ropes, and slings.

Load-bearing climbing equipment, such as ropes, harnesses, and carabiners, cannot typically be exchanged due to safety concerns. Once used, these items can be weakened or damaged in ways that aren't always visible, compromising their integrity. Even if the equipment appears unused, there may be hidden risks, such as damage from handling, storage, or environmental exposure.

We strive to provide a 100% satisfactory shopping experience. However, please note that we do not offer refunds. If you'd like to exchange your purchase for another item, feel free to contact us.

Contact Us:
Drop us an email at hello@crankfactory.com to initiate the exchange process. Provide your order details and the reason for the exchange.

Check Eligibility:
Ensure the item is eligible for exchange (e.g. it must be unused, in its original packaging, and within the specified exchange period).

Prepare the Item:
Package the item securely to avoid damage during transit. Include the original receipt or proof of purchase.

Return the Item:

If visiting the showroom: Bring the item directly to our showroom for an in-person exchange.

If returning by mail: Ship the item to our address. You may be responsible for return shipping costs unless the item is defective or incorrect.

Choose Your Replacement:
Once we receive and inspect the item, we will assist you in selecting a replacement.

Complete the Exchange:

For showroom exchanges, you can take your replacement item immediately if it’s in stock.

Courier charges for your returned parcel will not be covered by Crank Factory. You are required to bear the shipping cost when returning your purchase to our warehouse.

Applicable only for the following items: Climbing Shoes, Climbing Chalk & Chalk Bag

• Orders placed before 1 pm: Same-day collection
• Orders placed before 3 pm or 5 pm: Same-day collection in 1.5 hours

Collection Hours

• Tues - Fri: 1:30 pm - 7.00 pm
• Sat & Sun: 1:30 pm - 7.00 pm
• We are closed on Monday & PH

Note: Self pickup option only available at Crank Factory showroom

As the items will be delivered to the showroom, your order will only be ready for collection around  1 - 5 days.

You'll receive a notification email when your order is available for pick-up.

Collection Hours:

• Tues - Fri: 1:30 pm - 6:30 pm
• Sat & Sun: 1:30 pm - 6:30 pm
• We are closed on Monday & PH

Note: Self pickup option only available at Crank Factory showroom

We offer the following local shipping rates:

• $4.99 for orders below $150
• $1.99 for orders $150 and above

If you have further questions about shipping, feel free to contact us

Orders are processed and delivered by a 3PL usually within 3-5 working days. Please note that during holiday periods, processing and delivery times may be longer than usual.

If you have any concerns about your order’s delivery, feel free to reach out to us.

We recommend reviewing your delivery address carefully before placing your order. If you need to change the address, please contact us as soon as possible. Changes may not be possible once the order has been processed or shipped.

We ship only to the countries listed in the "Country/Region" section at checkout.

To keep our shipping fees fair for all our customers, the following will be taken into consideration when calculating shipping fees at checkout:

• Shipping address
• Weight of package
• Type of delivery

Please contact us if you are making a purchase outside of Singapore to check on the shipping fees to your country.

Once your order has been shipped, you will receive a tracking number via email. You can use this tracking number to check the status of your order on the courier's website.

If you did not receive a tracking number or need assistance with tracking, feel free to contact us, and we’ll be happy to assist you.

If your order is delayed or missing, please contact us immediately. We’ll investigate the issue and assist you in resolving it. We will also provide updates on the status of your order.

If you have registered your Climb Central Key Tag or White/Orange Pass with us, key in the unique ID on your tag/card at checkout in the designated field.

If you have yet to register with us, please select here for more information.

The Climb Central discount applies to select items in our store, such as climbing shoes, chalk, hardware, and accessories.

Please note that the discount does not apply to the following items:

• Sale/Promotional Items
• Clearance
• Casual Technical Bottoms
• Black Diamond products
• Other items (yet to be specified)

Currently, we do not allow the combination of multiple discount codes on a single order. Only one discount code can be applied per order.

If you have any questions about current offers or promotions, feel free to contact us.

To use your eGift card, simply enter the unique code at checkout in the designated field. The amount will be deducted from your total order value.

If you have any issues with your discount or eGift card, feel free to contact us for assistance.

Yes, you can only apply more than one eGift card per order.

Yes, eGift cards can be used on sale items, unless otherwise stated in a specific promotion or offer.

eGift cards are non-refundable and cannot be returned or exchanged for cash.

Currently, we do not offer a direct way to check your eGift card balance online. However, if you have any questions about your balance, please contact us and we’ll assist you