We accept Visa, Mastercard, American Express, Google Pay, and Apple Pay for all purchases.

If you do face any issue paying via online, you may select Paynow at Showroom Kiosk or Contactless Payment at Showroom Kiosk as your payment method.

All payments are processed securely for your peace of mind.

We accept cancellations and refunds only on the same day the order is placed, and only for the following reasons:

• Wrong or duplicate order
• Discount code not applied
• Incorrect or incomplete delivery address

If delivery has already been arranged, cancellations and refunds are no longer possible. You may request an exchange instead — please refer to our exchange policy for details.

Yes! You can select PayNow at the showroom or Contactless Payment as your payment method and pick up your item on a later date to reserve it.

Please note, if your order is not collected within 5 working days, it will be automatically cancelled.

Feel free to contact us at hello@crankfactory.com — we’ll send you your confirmation email as soon as possible!

Yes, we do accept bulk orders!

Please email us at hello@crankfactory.com to request a quotation — we’ll be happy to assist you with product options and pricing.

If you are not completely satisfied with your purchase, we offer exchanges under the following conditions:

• Exchanges must be requested within 7 days of receiving your order.
• Products must be in original, new condition — free from marks, scratches, odors, or any 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.

• Products sold at marked-down prices due to existing defects:
  These items are discounted because of known flaws disclosed at the time of purchase. They are considered final sale and cannot be exchanged.
• Items listed under clearance or sales:
  Clearance and sale items are sold as-is to clear stock. Unless there is an undisclosed defect, they are not eligible for exchange.
• Load-bearing safety equipment (e.g., carabiners, belay devices, harnesses, ropes, slings):
  For safety and hygiene reasons, we do not accept exchanges on climbing and load-bearing equipment. These products are critical to user safety, and we avoid reselling any gear that may have been used or tampered with.

We strive to provide a 100% satisfactory shopping experience and are here to help if something doesn’t feel right.

However, please note that we do not offer refunds. This policy helps us maintain the integrity and safety of our products — especially for high-contact or safety-related gear — and ensures all customers receive new, unused items in top condition.

If your purchase isn’t quite what you expected, we’re happy to assist with an exchange for another item of equal or higher value. Simply reach out to us, and we’ll guide you through the process.

1. Contact Us: Drop us an email at hello@crankfactory.com to initiate the exchange process. Please provide your order details and the reason for the exchange.
2. Check Eligibility: Ensure the item is eligible for exchange (e.g., unused, in original packaging, and within the specified exchange period).
3. Prepare the Item: Package the item securely to avoid damage during transit. Include the original receipt or proof of purchase.
4. 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.
5. Choose Your Replacement: Once we receive and inspect the item, we will assist you in selecting a replacement.
6. Complete the Exchange: For showroom exchanges, you can take your replacement item immediately if it’s in stock.

Yes, exchanges are possible! You can exchange your item for one of equal or higher value. If the new item costs more, simply pay the difference at checkout.

Please ensure your item meets our exchange policy requirements.

Please drop us the email address you registered with at Climb Central, along with the ID number of your Key Tag or Membership Pass in our chat box titled “Climb Central Registration.”

We will notify you within 1–3 working days of your eligibility once we verify with Climb Central.

You need to enter your Climb Central ID at checkout in the discount code field. Simply make sure you log in or check out using the email address registered with Climb Central, and any eligible discounts will be applied automatically to qualifying items.

Please make sure you are checking out with the email address you registered with at Climb Central. Also, verify that the items in your cart are eligible for the discount.

Please double-check that you entered the code correctly and that your order meets the promotion’s requirements. Make sure the items in your cart are eligible and that you’re using the correct email if the discount is linked to an account.

If you continue to experience issues, please contact us at hello@crankfactory.com for further assistance.

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

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

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

You can enter your discount code during checkout in the designated field. Make sure the code is valid and applicable to your order.

Double-check that the code is entered correctly and that your order meets the promotion’s requirements. If you still have issues, contact our customer support for assistance.

Currently, only one discount code can be applied per order. Combining multiple discount codes on a single purchase is not allowed.

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

Yes! Feel free to contact us at hello@crankfactory.com to find out what you’re eligible for — we’ll be happy to assist you with the details.

As the items will be delivered to the showroom, your order will be ready for collection in approximately 1–5 days. You will receive a notification email once your order is available for pick-up.

• Tues – Fri: 1:30 pm – 6:30 pm
• Sat & Sun: 1:30 pm – 6:30 pm
• Closed: Mondays & Public Holidays

Note: Self-pickup is only available at the Crank Factory showroom.

We offer the following local shipping rates:

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.

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.

We ship to selected countries only.

Please contact us at hello@crankfactory.com before placing your order to confirm shipping charges and provide necessary customs information.

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.