We are located at Kallang Wave Mall, 1 Stadium Place, #B1-01, Singapore 397628.

You’ll find us on Basement 1 next to Climb Central, right inside Wave Mall — easily accessible via Stadium MRT.

We’re open from Tuesday to Sunday, 12:30 PM to 7:30 PM.

We're closed on Mondays.

You can contact us via the chat box or email at hello@crankfactory.com — we’ll get back to you as soon as possible!

Yes, you're welcome to try out the equipment at our showroom!

We encourage hands-on testing so you can find the perfect fit. Just drop by during our opening hours — no appointment needed.

We currently do not offer a warranty on our products except Perfect Descent Auto Belay Units.

However, we’re committed to helping resolve reasonable concerns on a case-by-case basis.

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

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.

Once you receive your order confirmation, you’ll find a tracking link in the email to monitor your delivery status.

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.

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

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.

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.

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.

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.

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.

Register with Climb Central First.

You cannot access the Crank Factory discount without a verified Climb Central profile.

• New Climbers: Visit the Climb Central Registration Portal to create your account and sign the necessary safety waivers.
• Existing Climbers: Ensure your account is active and that you have climbed at a Climb Central outlet recently to maintain "active" status.

Once your Climb Central account is set up, link or verify it on the Crank Factory registration page to receive your partner discount.

To secure your discount at Crank Factory using your Climb Central credentials, follow these verification steps:

1. Sign in to your Climb Central account to retrieve your account ID.
   
2. Log in to Crank Factory, go to Registration, and complete the process by entering your Climb Central account ID in the designated field.

For Orange and White Pass holders: complete the steps above, then go to your profile page and enter your membership ID in the designated field.

You no longer need to enter your Climb Central tag ID at checkout. 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.

Once your Climb Central tag or pass is verified, the discount will be applied automatically at checkout. You’ll see “CLIMBFAM10” or "PASSPLUS15 displayed in your order summary — there’s no need to enter a code manually.

Please ensure the items in your cart are eligible for the discount.

If you continue to experience any 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/brands:

• Sale/Promotional Items
• Clearance
• Casual Technical Bottoms
• Black Diamond
• Petzl
• Perfect Descent
• Rab Apparel
• Fullcrimpmilk
• Gripjammers
• Other items (to be specified)

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.

Collection hours

• Tues – Sun: 12:30 pm – 7:30 pm
• Closed: Mondays & Public Holidays

All self-pickup orders must be collected within 30 days from the date of purchase or notification of order readiness.

If the order is not collected within this period:

• The order may be considered abandoned.
  
• We reserve the right to cancel the order without prior notice.
  
• Any payments made will be non-refundable.
  

If you require more time for collection, please contact us in advance to make alternative arrangements. Extensions are granted at our discretion.

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.

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.

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.

Upon receiving a defective item, please contact our support team within 48 hours of delivery.

We ship to selected countries only.

Please contact us at hello@crankfactory.com to find out more.

Cashback is automatically credited to your account once your order has been fulfilled.

Log in to your customer account and visit your Profile page to view your available balance and store credit history.

Your available store credit can be applied during checkout. No promo code is required.

Yes. Store credit can be applied to any purchase, regardless of how it was earned, unless otherwise stated for a specific promotion.

Yes. We regularly feature seasonal cashback promotions on selected products. Eligible items and cashback rates will vary throughout the year and will be clearly indicated on the product page.

No. Store credit is non-transferable, has no cash value, and cannot be exchanged for cash or refunded.