Welcome to Edelrids Sport Outdoor Store! We’ve compiled answers to the most common questions about our products, shipping, returns, and more. Can’t find what you’re looking for? Our friendly team is always ready to help.

Products & Equipment

What types of outdoor equipment do you specialize in?
We specialize in professional-grade outdoor equipment for climbing, alpine activities, arborist work, bikepacking, and bouldering. Our range includes harnesses, ascenders, avalanche safety gear, backpacks, baselayers, belay devices, and specialized equipment for big wall climbing and arborist work.
Is your equipment suitable for professional use?
Absolutely! We carefully inspect all equipment before dispatch to ensure it meets the demanding standards of professional arborists, climbers, and outdoor athletes who depend on our gear for their safety and performance.

Ordering & Payment

What payment methods do you accept?
We accept Visa, MasterCard, JCB, and PayPal for your convenience and security.
How quickly will my order be processed?
We pride ourselves on rapid order processing. Most orders are packed and dispatched within 1-2 business days from our warehouse in Warrawee, Australia. During peak seasons (spring and autumn), please allow up to 3 business days for processing.

Shipping & Delivery

What shipping options do you offer?
We offer two shipping methods:
– Standard Shipping via DHL or FedEx: $12.95, delivered within 10-15 business days after dispatch
– Free Shipping via EMS: Free on orders over $50, delivered within 15-25 business days after dispatch
Do you ship worldwide?
We ship globally to serve our community of outdoor enthusiasts! However, we’re unable to ship to certain remote locations and parts of Asia due to logistical constraints. If you have questions about delivery to your specific location, please contact us before ordering.
Will I be able to track my order?
Yes! Once your order is dispatched, we’ll send you a confirmation email with tracking information. For Standard Shipping via DHL or FedEx, you’ll receive detailed tracking updates. For EMS Free Shipping, tracking may be limited in some regions, but our team can always help locate your package if needed.
Are there any additional fees for international orders?
For international orders outside Australia, additional customs duties, taxes, or fees may apply upon delivery. These charges are the responsibility of the recipient and vary by country. We declare all packages accurately with the actual value of contents to ensure smooth customs processing.

Returns & Exchanges

What is your return policy?
We offer a 15-day return policy from the date of receipt. Please ensure items are unused and in original packaging with tags attached. Return shipping is at the customer’s expense, unless the item is faulty or we made an error in your order.
How do I initiate a return or exchange?
Please contact our team at [email protected] with your order number and reason for return. We’ll guide you through the process and provide return instructions.

Account & Technical Support

How can I create an account?
During the checkout process, you’ll have the option to create an account. This will allow you to track orders, save your preferences, and speed up future purchases.
I forgot my password. How can I reset it?
Click on the “Forgot Password” link on the login page, and we’ll email you instructions to reset your password securely.

Still have questions?

Contact our friendly team at [email protected] – we’re here to help you get adventure-ready!