Shipping Information

At Edelrids Sport Outdoor Store, we’re committed to getting your adventure gear to you efficiently and reliably, no matter where your expeditions take you.

Order Processing Time

We process all orders within 1-2 business days of payment confirmation. You’ll receive a tracking number once your order ships.

Shipping Methods & Timeframes

We offer two shipping options to meet your needs:

  • Standard Shipping (A$12.95): Shipped via DHL or FedEx with delivery within 10-15 business days after dispatch.
  • Free Shipping: Available on orders over A$50, shipped via EMS with delivery within 15-25 business days after dispatch.

Note: We ship worldwide except to parts of Asia and some remote regions. Delivery times may vary depending on customs processing in your country.

Payment Methods

We accept Visa, MasterCard, JCB, and PayPal for your convenience.

Returns & Exchanges Policy

We stand behind the quality of our adventure gear and want you to be completely satisfied with your climbing equipment, arborist tools, and outdoor accessories. If you’re not happy with your purchase, our straightforward returns process will make things right.

Eligibility

We accept returns and exchanges within 15 days of your receiving the item(s). To be eligible:

  • Item(s) must be unused and in original condition
  • All original tags must be attached
  • Item(s) must be in the original packaging
  • Proof of purchase is required

⚠️ Non-Returnable Items

For safety and hygiene reasons, the following items cannot be returned or exchanged:

  • Baselayers (hygiene reasons)
  • Belay Devices & Descenders (safety-critical equipment)
  • Avalanche & Snow Safety equipment (safety-critical)
  • Arborist Harnesses (safety-critical equipment)
  • Ascenders (safety-critical equipment)
  • Brushes (hygiene reasons)

Additionally, any item showing signs of use or wear, or products without original packaging/tags cannot be returned.

How to Initiate a Return or Exchange

Follow these simple steps:

  1. Contact Us: Email our customer service team at [email protected] within 15 days of receiving your order. Use the template below to ensure we have all necessary information.
  2. Wait for Authorization: We’ll respond within 2 business days with a Return Merchandise Authorization (RMA) number and return instructions.
  3. Package Your Item: Securely package the item(s) in the original packaging, including all tags and documentation.
  4. Ship Your Return: Send the package to our address (provided with your RMA instructions). We recommend using a tracked shipping service.
  5. Processing: Once we receive and inspect your return, we’ll process your refund or exchange within 5 business days.

Return/Exchange Request Template

Copy and paste this template into an email to [email protected]:

Subject: Return/Exchange Request – Order #[Your Order Number]

Dear Edelrids Customer Service Team,

I would like to request a [return/exchange] for my recent purchase.

Order Number: [Your Order Number]

Product Name(s): [Product Name(s)]

Reason for Return/Exchange: [Please provide details]

I confirm that the item(s) are unused, in original condition, and include all original packaging and tags.

Please provide instructions for returning the item(s) and any additional information you may require.

Thank you,

[Your Full Name] [Your Email Address] [Your Phone Number (optional)]

Refund Information

Once we receive and inspect your returned item(s):

  • Refund Timeframe: Refunds processed within 5 business days of receiving your return
  • Refund Method: Refunds issued to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Shipping Costs: Original shipping fees are non-refundable
  • Return Shipping: Customers are responsible for return shipping costs unless the return is due to our error

Depending on your payment provider, it may take additional time for the refund to appear in your account (typically 5-10 business days).

Exchange Information

If you’re requesting an exchange:

  • We will ship the replacement item once we receive and process your return
  • If the exchange item is of higher value, you will need to pay the difference
  • If the exchange item is of lower value, we will refund the difference
  • Standard shipping rates apply for exchanged items

Damaged or Defective Items

If you receive a damaged or defective item, please contact us immediately at [email protected]. We will arrange for a replacement or refund and provide a prepaid shipping label for returning the damaged item.

Need Help?

Our customer service team is here to assist you with any questions about shipping, returns, or exchanges:

Email: [email protected]

Address: 72 Norton Street, WARRAWEE, AU 2074

We typically respond to all inquiries within 2 business days.