You can find the delivery status in your Climbing Anchors account or via the AusPost tracking page, which is linked to you in the “Order # has shipped” dispatch email.
If your order has been delivered to your address but you are unable to find it, check the surrounding areas if the driver has placed it in a safe place, not visible from the street.
If you find the courier has left an attempted delivery note redirecting you to a pick-up location, which sometimes happens if the driver deems it unsafe to leave the parcel unattended at the nominated delivery address. To pick up your parcel, bring the card left by the driver and your photo ID (i.e. drivers licence). If you didn’t receive a card, you can show a tracking number to pick up your parcel.
Still can't find it? Get in touch and we will lodge an investigation with AusPost. You may be charged a reshipment fee of $7.95.
If the item is not a clearance item, then most likely it will be back in stock in the near future.
Subscribe to restock notifications using “Notify Me” on the product page, which will send you an email once the product is restocked in our warehouse.
If you need a product in a hurry, looking for an estimated arrival date, or need a speciality order item, reach out to our customer service team.
The stock on our website shows the available stock in our stores and warehouse. If an item is out of stock on our website, they will also be sold out in our stores.
Mini-stores have selected items that are catered to each gym. Usually we hold a selection of shoes, crash pads, apparel, chalk, bags, training equipment, and climbing accessories. You can contact our customer service team during staffed hours to find out if an item is available.
Yes, absolutely. We take orders over the phone. Please call our customer service team on 1300 421 585 to help you place an order. Unfortunately, we do not take mail orders.
Price Match Policy
We strive to offer competitive pricing for our items against other Australian retailers. If you see the same item online cheaper, let us know and we will do our best to price match it.
Note: if the item you want to price match is low in stock or out of stock on another website, we may not be able to offer a price match. You can always call or email us and give it a shot though!
Your credit card, bank account details, or other payment information is secured through our encrypted payment gateway everytime you make an order. We do not store or hold your credit card information.
Our payment options are:
In addition to the above, we also accept gift cards and Climbing Anchors store credit as payment.
Absolutely! Log into your account and go to “My Account”. You can then pay for your outstanding invoices online under the “Invoices” section.
This section will outline your account balance & available credit. You can select from Mastercard, Visa or American Express. Enter your amount and hit “Process Payment”.
Alternatively, you can pay via Bank Transfer to the bank account listed at the bottom of your invoice. Don’t forget to send a quick email to our customer service team to notify them that your payment went through via direct deposit (this will help get your order rolling).
If the online order has not been dispatched or left our premises, please give our customer service team a call about switching out items or cancelling your order.
If it is a Click & Collect Order, please try on any fitted safety equipment (e.g. harnesses or helmets) to make sure they fit correctly before leaving our stores. You will not be able to exchange safety items once they leave our stores.
For full shipping information please see our Shipping Page.
If you have realised you’ve entered the wrong delivery address after placing your order, get in touch with us via email or phone to update your shipping address.
The best way to reach us for orders placed over the weekend is via email with your updated address and we will fix it before the order leaves on Monday.
Once your order has been dispatched, the tracking information will be made available to you via an email notification. You can track your order via the AusPost website or use their tracking app. In most cases, you can set up phone or email notifications to let you know when your package is delivered.
Alternatively, you can view the status of your order if you log in to your Climbing Anchors account and head to ‘Orders’ under ‘My Account’. You can access this page here.
Don’t worry, the other package is coming soon!
Split shipping is when we divide your order into smaller separate packages. This may happen when we need to dispatch your items from different locations due to low stock availability. We split ship packages because it helps us get your items to you faster.
You will be able to see on your “Order Dispatched” email the expected items in each package.
If you would like us to resend a parcel, you may be charged a reshipment fee of $7.95 if your parcel is returned to us for the following reasons:
If you need further assistance, please contact our customer service team.
For the majority of parcel deliveries, we use packaging that is biodegradable, compostable, or can be recycled. We intentionally reuse a large portion of the packaging that we receive from our suppliers, including single use plastics (i.e. bubble wrap and boxes) simply to get more uses out of them.
Delicate and fragile items are placed in either bubble wrap or a paper alternative. We will make sure that it’s all adequately packaged from any damage created in the delivery process.
When should I use Click & Collect?
Click & Collect is used when purchasing non-returnable safety equipment where you're unsure about the comfort or the fit (e.g. helmets and harnesses). Once you place an order online, we can send a product to your closest store or hold it aside for you until you can come try it on. When you try on safety equipment in store, you'll still be able to swap for a different size if it doesn't fit.
How do I know when my order is ready for pick up?
The product availability by store on the product page will give you a general idea of the wait time. If the product is available at your closest store, you will receive a pick up email notification within 1 - 2 business days of the order.
If the product is available online but not at your closest store, placing an order will notify us to ship it from our warehouse to the store which can take 3 - 5 business days.
To pick up your order, please show us a photo ID and an invoice for the order. You may also on occasion be asked to bring your payment card for verification.
Yes, you may have someone else pick up your order for you. Please send them a copy of the invoice to show us upon collection.
It is highly recommended that you come in store to try on any safety equipment that requires sizing (i.e. harnesses and helmets). You will be unable to return safety items if your friend collects them and they are the wrong size, even if the items are unused.
We will hold your Click & Collect order for 90 days. If you are unable to collect the item after 90 days, the order will be cancelled and you will be refunded.
Due to the critical nature of safety equipment, we cannot accept returns or exchanges on any item labelled safety equipment. Please double check that you’ve chosen the correct equipment before finalising your purchase. If you are ever unsure, our customer service team can provide recommendations or advice on climbing equipment catered to your specific needs.
Please understand that this policy is strictly to ensure that all our customers are guaranteed that their equipment is in a new, unused, and safe condition. We do not resell safety equipment and therefore do not offer returns / exchanges. What is listed under safety equipment?
Clearance items are also excluded from returns. A clearance item, not subject to safety exclusions, may be eligible for exchange in size if it is available.
For more information, please refer to our Returns Policy.
You will need to check if your item meets our rules of return outlined in our Returns Policy.
For climbing shoes, we offer one free return. Every online shoe purchase will come with a return slip with the instructions on how to return via Australia Post. Please ensure that you place the shoe box inside another box or satchel for the return shipping.
If you are attempting to return an item that isn’t covered by our free shoe return, please contact our customer service team.
Depending on where you are sending your return from, the entire return process may take up to 20 business days. Once we have received and processed your return, you will receive a confirmation email from us letting you know it’s been completed.
You can bring your item to any of our physical stores for an exchange, subject to meeting our rules of return outlined in our Returns Policy.
A customer service team member will facilitate the refund process for you. Refunds are processed back into the same payment method you used to pay (i.e. same credit card, account credit, etc.). Once the refund has been processed, we will send you an email confirming the refund.
Note: online purchases cannot be refunded in store, please contact our customer service team in regards to refunds.
If you have looked everywhere in your package and there is no shoe card to be seen, you can access your first free shoe return by chatting with our customer service team.
Please note: we only offer a one free shoe return on eligible shoes. A free shoe return is not eligible for clearance shoes or on your second shoe return.
Due to the critical nature of safety equipment, we cannot accept returns or exchanges on any item labelled safety equipment. Please understand that this policy is strictly to ensure that all our customers are guaranteed that their equipment is in a new, unused, and safe condition. If the item has yet to leave our premises, you can exchange or cancel your order by contacting our customer service team.
What is listed under safety equipment?
All items we stock are backed by manufacturer warranties.
Please note: climbing equipment warranties for textile items, including ropes, shoes and harnesses, will take wear and usage into account when assessing it’s eligibility for repair or replacement. Warranties do not cover misuse of products.
For more information, please refer to our Returns Policy.
All of the climbing equipment we sell goes through testing and certification processes before they are sold. Still, it’s possible an item could potentially be defective or mislabelled. If you’re ever unsure about whether an item is defective, please don’t hesitate to contact us or lodge a dispute in our ‘Resolution Centre’.
Similarly, we will make an announcement or contact you directly if we are notified from the manufacturer about a recall.
Warranty Claim Requests
If you believe an item you’ve purchased is defective or developed a fault, you can submit a warranty claim by following these steps:
With the details you have provided, the item/s will be assessed by our warranty officer and/or the manufacturer. Once the assessment has been completed, we will get in contact with you.
Club Discounts Terms & Conditions
Club discount codes are for club members' personal use and can only be applied online. Club discount codes are renewed annually and not valid in conjunction with any other promotional offer or discount code. Some product exclusions apply.
Applying Discount Codes
You cannot combine multiple discount codes or promotions together, unless stated otherwise.
It is your responsibility to ensure that the code is valid, and that you enter the discount or promotional code at the time of placing an online order. The discount or promotional code cannot be applied after you have completed your order. Separate terms may apply to the use of the discount / promotional code.
All references to times in promotions are based on the local time in Sydney, Australia unless stated otherwise.
Yes, Climbing Anchors gift vouchers purchased from 1 July 2025 will expire 36 months (3 years) from the date of purchase. You can find the expiry date on the gift voucher email.
Gift vouchers purchased prior to 1 July 2025 do not have an expiry date, and therefore do not expire.
You can redeem Climbing Anchors gift vouchers at the checkout online or in store. It will not work when viewing cart.
Redeem at checkout
If you do not spend the entire voucher value, the remaining balance will be available on your voucher for future use.
The voucher code and secret key is case sensitive. Upper and lower case "L" and "I" may look the same. Play around with the letters until the voucher is accepted by the system.
Climbing Anchors Gift Vouchers do not need to be used all at once. If you have forgotten to use the gift voucher, you can always hold onto it for next time.
If your gift voucher is expiring soon or you missed out on applying a discount code, please contact us.
If you accidentally deleted the gift voucher from your inbox, we can track it down for you. Reach out to our customer service team and we will resend it to you.
A discount or promo code can be applied at the View Cart or Checkout page. Your discount / promo code is different from a Gift Voucher and will not work if it is entered in the wrong section.
Easy! You can edit all of the information for your account by clicking on the person icon at the top right corner of your browser and selecting Login. Go to My Account. You will need to login to update any personal information.
You can reset your password using this link: https://www.climbinganchors.com.au/_myacct/forgotpwd
You will need to enter the email address for the account you have registered with us. If you are unsure about your email address or login details, please contact our customer service team.
After you have received the password reset email. Please ensure that you update your password:
If you have made a purchase with us, an account is created for us to:
If you have also subscribed to our newsletter, you may receive marketing communications. Please note: we do not store any credit card information.
For more information, please refer to our Privacy Policy.
You can find how old your climbing equipment is by locating the Date Of Manufacture (DOM). Climbing equipment will usually have the DOM labelled on a tag for textiles or laser-etched for hardware.
To ensure you're looking at the correct tag and interpreting the DOM correctly please refer to the user manual that came with the gear when you purchased it. This manual can also be found online as a digital copy on the product page or the brand's website. If you can't find it, contact our customer service team to help.
Note: The European Standard (i.e. CE 2008) can sometimes be confused as the date of manufacture.The date of manufacture will mostly come in the following format : 04/2025, but can vary from brand to brand.
The lifespan of climbing equipment varies between each product type. We regularly assess all our products according to the manufacturers recommended shelf life and the product's average lifespan (when in use) to ensure we're not selling safety equipment that we deem to be excessively aged at full price.
We do our best to pre-emptively discount products that we deem too "old" to sell at full price, which are sold in-store only.
When considering what is too "old", please keep in mind that we often cannot guarantee equipment with a manufacturing date of under 18 months due to manufacturing and shipping schedules, our location in the world, how niche climbing equipment is, and any external distributor/s warehousing before reaching our shelves.
If you've received an item you believe is excessively aged and are concerned about the Date Of Manufacture, please don't hestitate to get in contact with our customer service team.
We regularly assess all our products according to the manufacturers recommended shelf life and the product's average lifespan (when in use) to ensure we're not selling safety equipment that we deem to be excessively aged at full price. Please know that we have likely already assessed it to be within an appropriate timeframe.
For Example
A climbing harness might have it's lifespan printed in it's manual of "10 Years from Date Of Manufacture". However, this indicates the shelf life of the harness when it is not used. In reality, a harness will need to be retired way before this date is reached based on the average usage (see When To Replace Your Climbing Harness). We keep this in mind when assessing the age of equipment.
If you require equipment with a certain Date of Manufacture, we urge you to contact us and we will do our best to provide something with your requested D.O.M.
Last updated: 2025-06-19 15:42:33
