GENERAL ENQUIRIES

Can I make a purchase in-store?

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

When can I collect my order?

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.

Exchange Policy

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).

How to make an exchange?

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

Order Cancellation & Refund Policy

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.

PICKUP & DELIVERY

Express Pick-up ( Same Day )

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

Orders placed before 1 pm: Same-day collection

Orders placed before 4 pm: Same-day collection in 2.5 hours

Express pick-up is only available at our showroom

  • #B1-01 Kallang Wave Mall, 1 Stadium Place, 397628

Collection Hours:

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

Standard Pick-up ( 1 - 5 working days )

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

You'll receive a notification email when your order is available for pick-up. Please wait for this email before coming to the gym.

Standard pick-up is only available at our showroom

  • #B1-01 Kallang Wave Mall, 1 Stadium Place, 397628

Collection Hours:

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

Local Shipping

Orders are processed and delivered Tuesday – Sunday, except for public holidays. Be aware that orders may experience longer processing and delivery times during holidays.

SHIPPING FEE

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

You will receive a notification and a tracking ID once we have shipped your product.

Delivery Time

LOCAL SHIPPING

  • Arrives in 3–5 business days

INTERNATIONAL SHIPPING

  • Arrives in 7-21 days (Shipping time may vary)

If you wish to expedite your order, you can arrange a courier to collect your order from our showroom.

International Shipping

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.

Additional Information

  • Orders are processed and delivered Tuesday–Sunday, except for public holidays. Be aware that orders may experience longer processing and delivery times during holidays.

  • You can have your order delivered to our showroom for pick-up if you need your items urgently. Learn more about our self-collection service.

  • Orders can't be delivered to PO boxes, re-shippers or package-forwarding services.

  • Refunds include the total value of any returned items. Please note that delivery fees are not refundable unless you receive an incorrect item.