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 our products, you can purchase them here on our website and opt for self-pickup or delivery to your home address

If you opt for self-pickup at our showroom, it will usually take 1 - 5 working days to prepare and deliver your order to our showroom.

Only selected items can be delivered and collected on the same day in our showroom. eg. Shoes, Chalk & Chalk bag

You will receive an email notification that your order is ready for collection at Crank Factory showroom. Please wait for this email before coming to the gym.

We aim to ensure a 100% satisfactory shopping experience. However, we do not provide any refunds. If you are not entirely pleased with your purchase, we do offer exchanges under the following conditions.

• Exchanges must be made within 7 days from the date you received the order.
• Original receipt must be presented for exchange.
• 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.

Items Excluded from Exchange

Please note that some 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 (e.g., carabiners, belay devices, harnesses, ropes, and slings).

Follow these steps to exchange a product:

1. Contact us at hello@crankfactory.com within 7 days of receiving the product.
2. If you prefer, you can physically drop off the product at our showroom in Climb Central Kallang Sports Hub.
3. We will process the exchange and send you a confirmation email within a day.
4. Your credit card company may take 2-5 business days to process the refund.
5. Important Note: If you're shipping the product back, please remember to get tracking information for your package, include the invoice or a note with the order number, and do not use the product's box (i.e. shoe box) as the shipping box, it will be damaged in the mail. It's best that you send it back inside the Crank Factory box or get a separate box to ship the shoes in
6. Address the package to: 53 Ubi Ave 1, #03-17, Singapore 408934

Below are instances as to when we accept cancellations and refunds;

• If a customer 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. Please refer to our Exchange Policy for more info.