FAQ’s

Q. I want a customised plan, which one should I go for?

A. All of our plans are completely customised, we don’t make cookie cutter plans! After you purchase a plan, you will be required to fill out your details, including your schedule, goals, how you like train, equipment available and more. You will also complete an assessment. From this your assigned coach will write a completely bespoke plan, that is right just for you.  

Q. Is it worth me signing up for a Premium plan or Lite plan when I am about to go a climbing trip for 3 months? Shouldn’t I just wait until I get back?

A. We get asked a LOT about how to combine our training with climbing outside (whether it’s trips away or climbing in the local area). The first thing to say is that ALL of our plans are customised right from the start to suit your life, goals, time resources etc. So for example, if you’re wanting to go away and climb 4 days a week but want support from us on how to maintain strength and mobility during a trip, that’s exactly what we’re good at! Likewise, we get asked about whether a Lite Plan could be done if you only want “training” 2 days a week and the rest of the time is unstructured…. Again, that is absolutely no problem as personalisation and customisation is exactly what we do! If you have 4 hours free a week to train, then we’ll design your strength and fitness goals to fit that. You don’t get plans from us that are cookie cutter or unrealistic, because we are bespoke about the way we work. If we weren’t we wouldn’t have worked with some of the best sport, boulder and trad climbers in the world! 

Q. I’m already 40 years old, is it too late to start training and push my grades harder?

A. You might be reassured to know that one of the most popular age ranges that we work with is the 35-50 year age group. This is often the time in peoples’ lives where lots of responsibilities of life get piles on, coupled with reducing spare time. We love working on time management, efficiency issues and problem solving to make this work. All of our climbers in this age range (whether they started late in life or not) are perfectly capable of getting stronger and fitter and we see this on a weekly basis.

Q. I can’t install a pulley at my house, what can I use instead?

A. When you’re faced with the scenario where you really have no ability to install a pulley for testing or training on a fingerboard you have 4 other options which all have their pros and cons:

Use a karabiner and super thin rope. In scenarios where you’re only using 1-5kg of assistance on the “would-be” pulley, then this isn’t the worst option in the world as frictional adjustment is relatively low still. It’s a very poor option if you’re above 5kg on the loading though! Positives are that it’s very cheap and convenient.
Lift the weight. In the scenario where you already know your maximum force for single or two arm hangs, you can make some work-arounds by lifting (remember to spend some time getting your technique right) the weight instead. It’s very important to note that most people will have much lower scores than expected on lifts initially as it’s a new skillset and will need work.
Stand on a set of scales. This is by far our preferred option for most people as it’s pretty functional, it’s low cost as it uses a common household item and it works for many different testing and training scenarios. The big downside is if your scales do not give you an instant feedback and you have to wait 3 seconds for each “result”!
Crane scale. This comes a very close second to some scales and we only place it “2nd” as they normally require a portable board (there are issues with movement and tilt) and some options can be expensive or hard to get hold of.

Given that you can see we have some positives and negatives to deal with here, we’d much prefer to see you all take a bit of time to get sorted with a quality pulley set up if you can!

Q. I would benefit from coaching support, but I can’t afford the Premium plan right now – any suggestions?

A. Circumstances like this, are exactly why we set-up our Lattice 365 service. For just £10 per month, you receive coaching support from our entire coaching staff, as well as nutrition support and physio advice. On top of this, we offer weekly 1:1 coaching sessions for members and access to the entire members area.

General

Q. Brexit and it’s affect on deliveries to EU countries

Following the United Kingdom’s exit from the EU (“Brexit”), deliveries to EU countries from our Chesterfield warehouse are subject to some new formalities from January 1, 2021. A Brexit agreement between the EU and UK means that no new customs duties will apply to your purchase from our webshop whether you’re in the EU or UK. The VAT (value added tax) that all purchases in EU countries continue to be subject to, will be charged at the point of sale thanks to the new full service delivery options that we have introduced together with DPD. If you have been charged customs fees for deliveries in the EU please contact us at [email protected].

Orders

Q. Can I pre-order an item?

If the product is described as a pre-order item, yes. You can pre-order the item. It will be delivered as soon as we get the item in stock. If you place an item in your basket that is on pre-order, we will wait until all the items are in stock before shipping this out to you.

Q. Can I amend or change my order?

In most cases you can, unless your order status is set to “completed” or your order was placed after 14:00 on a Friday as our Customer Service is closed on Saturdays & Sundays. If you need to contact us, please email your query to [email protected]

Q. There are items missing from my order, what do I do?

Contact us by email at [email protected] with your order number and details of what is missing.

Q. Where can I find my order history or invoice?

If you’ve created an account with us, click the my account button at the top right-hand corner of the page to sign in (if you haven’t already). Once on the dashboard, open your orders by clicking the orders button in the menu on the left side. You will now be able to view all of your purchases at Lattice Training. To access further information about an order (e.g. billing information, delivery address, etc.), click on the order number. If you don’t have an account with us, contact us via email at [email protected], quoting your order number, and we will get back to you with the information you have requested.

Delivery and Shipping

Q. Flat rate delivery?

We offer a flat rate delivery charge for all orders to UK addresses. Nearly all our customers in the UK get their packages within 2-3 working days once we’ve accepted and dispatched your order, but due to fluctuations in demand your order may take longer to arrive.

Q. How can I find my tracking number?

Once your order is completed and on its way to you, an email will be sent with your tracking information. In case this is not received please check your account using the my account button at the top right-hand corner of the page to sign in (if you haven’t already). Then select “Orders” from the menu. Click on the relevant order number and check your order updates for a link. If you checked out as a Guest, feel free to email us at [email protected]  and we will send you the tracking info.

Q. Worldwide shipping?

We try and expand the countries we ship to on a regular basis. To check if we ship to your country, please try adding a product to your cart and see if there are shipping options available.

Orders from outside the UK typically arrive in 4-7 working days from when we have accepted and dispatched your order, but please note that delays caused by the customs clearance process in the destination country are outside of our control. If your order still hasn’t arrived 20 working days past your due date, please contact us at [email protected].

Please note that local tax and customs duty may be applied to your order which are not the responsibility of Lattice Training. For full details please consult your local customs office. You can find out how much import duties are with this great free calculator here.

Q. Do you charge sales tax on your orders?

Taxes (VAT) are included for orders delivered to countries inside the UK and EU. For USA, and non-EU countries in Europe, prices do not include sales taxes. Where available we aim to take advantage of existing treaties that allow hassle-fee import of products also to non-EU countries outside the UK. However, in most non-EU countries there will be Customs Clearance Fees depending on the country and the value of the order. These are charged by customs or the shipping service for processing the importation of your order and will not be paid by Lattice Training.

Q. Where is my order shipped from?

We ship all of our orders from our warehouse, which is based in Chesterfield UK.

Q. Why do my purchases sometimes arrive in boxes, sometimes in jiffy bags and sometimes in bags?

We always try to optimise our packaging. Depending on the item(s) we may pack your order in a Jiffy bag, a box or a plastic bag. We do this for three reasons: the best-fit packaging is usually the most cost-effective and space efficient, this keeps our postage costs as low as possible. With smaller packages there is a better chance that your order will fit through your letterbox, avoiding delayed deliveries and repeated delivery attempts. Smaller and more compact parcels take up less space in cargo holds reducing the fuel required to get them to you!

Q. Can I change my delivery address after my order has gone through?

We will send you an email when your order has been dispatched. If you’d like to change your delivery address before you receive this email, get in touch with us at [email protected]. 

If your order has already been dispatched and you’d like to change the delivery address, it’s best to contact the shipping provider directly. You will need your tracking number, which can be found in your dispatch email (check your spam folder if you can’t find it).

Q. I haven’t received my order and it’s after the scheduled delivery date, what should I do?

First check the status of your delivery on the shipping provider website, as it might just be unexpectedly held up. Your tracking number can be found in your dispatch confirmation email (check your spam folder if you can’t find it). If your order still hasn’t arrived 20 working days past your due date, please contact us at [email protected]

Q. I received the wrong item or a damaged parcel, what should I do?

If you have received a wrong or incorrect item, please contact us within 30 calendar days, and we will happily arrange a return or refund for you. Send an email to [email protected] explaining the situation, and we will get back to you as soon as possible with a solution.

In the event that you receive your parcel and find the package to be damaged or in an unacceptable condition, please refuse it. It will then be sent straight back to us. If you accept the parcel, you will be responsible for it, and no claim can be made.

Returns

Q. How do I return or exchange an order?

If you wish to return or exchange an item ordered from our webshop, please get in touch at [email protected]. Exchanges from a non-EU country in Europe and other international deliveries may be subjected to Customs Clearance Fees again depending on the country and the value of the order.

Q. How do I return from outside the UK?

Please make sure to check the box ” return merchandise ” on the post office document when sending your parcel back and enter the minimum value for the products as we will be unable to pay import tax on our end.

Q. My refund is not showing up in my bank account, what do I do?

If we have let you know that we’ve refunded you, don’t worry – it’s on its way! We aim to have all returns processed within 5 working days of receiving them.

Q. Did you receive my return?

If you’ve returned an item and not contacted us, please get in touch at [email protected]. Any orders returned without notification will not be processed.

Q. How long do refunds take?

We aim to have all returns processed within 5 working days of receiving them.

Faulty Products

While we have stringent quality control procedures to prevent faulty equipment leaving our warehouse, we’re only human, and mistakes are made from time to time. If the product you purchase is faulty, we may offer a repair, exchange or refund as appropriate in accordance with your consumer rights.

If you have an issue with any of our products purchased via our website please contact us immediately with a picture of the item at [email protected].

Q. What does a Performance Coaching Plan include?

A. The Performance Coaching Plan comes as a subscription and is for a minimum of 6 months. Following this, you can continue to pay for 3-month training blocks for as long as you like! The plan itself is a weekly schedule of sessions to complete, chosen from a library of over 100 sessions. Alongside the plan itself, you also receive the full and ongoing support of all the Lattice Team. This includes edits to your plan when required and added extras such as access to our Lattice 365 members area and exclusive discounts!

Q. I’m not based in the UK is that okay?

A. Yes! In fact the majority of our clients are not based in the UK and all our coaching services are remote.

Q. I have a really busy life, it’s constantly changing, I’m not sure about sticking to a sturctured plan, can you help?

A. This is very normal! Most of the climbers we work with have full time jobs, often with families and other responsibilities thrown on top. Our skillset is very much to help you structure and control your climbing and training around those life choices. Some weeks you may only get to the gym once and we provide the support to be able to work through this. The consistent email support you get with your coach means you can let us know if you’ve had any last minute changes to your schedule.

Q. I don’t want to stop climbing fun whilst training, is that okay?

A. Yes of course! We’ll work with you to understand the healthy balance of structured and unstructured climbing in your life, because we know it’s best for long term progression. In many cases, we’ll create plans which give a climber 2 structured sessions a week indoors which can be combined with weekend climbing outside. Other times, it’ll be working out how a climber can do a 45 min gym workout at lunchtime each day to compliment the unstructured social climbing they do in the evenings after work.

Q. How does the subscription work?

A. We work with all Performance Plan clients for a minimum term of 6 months – we’ve summarised below what you can expect to receive during your first 6 months with us! The minimum payments consist of an upfront payment and 6 subscription payments:

1. Upfront Payment
When TakenOn purchase of subscription
AmountÂŁ80* (Deposit)
ÂŁ50* (Assessment)
What you will receive

The Deposit reserves your space and is refundable when you cease training with us after the minimum 6 month term if you give us at least 6 weeks’ notice in line with our cancellation policy.

The second element of your upfront payment covers an assessment which you will undertake during your first 4 weeks of training with us.

2. Subscription Payments
When TakenFirst Monday of plan and monthly thereafter (6 minimum payments)
AmountÂŁ80* per month
What you will receive

Your first 4 weeks of training will be a Discovery Phase, during which you will perform an assessment to help inform your future training with us. You will also have the opportunity to attend a 30 minute Zoom consultation with your coach in week 1 of the Discovery Phase – please note that if you miss your appointment we will not be able to rearrange it.

After the Discovery Phase you will receive a further 8 week training plan followed by a 12 week training plan to take you up to the end of your minimum 6 month term. Your subscription will then renew automatically for a further 3 month term unless you give us 6 weeks’ notice of cancellation.

For further information please see our terms of service and cancellation policy.

Q. What’s the difference between a Performance Coaching Plan and a Lattice Training Plan?

A. The main difference is the level of support you receive. With a Performance Coaching Plan, you get constant support and communication from a coach who you can discuss your training with. Your coach can alter your plan based on how you are finding it, offer advice and encouragement. These are things that can be really valuable in training to certain people.

A Lattice Training Plan is a more independent way of training. It is suited to people who don’t feel they need that support, or who are quite comfortable with training and feel they are able to get on with it on their own. Lattice Training Plans use the Crimpd App, while a Performance Coaching Plan is delivered via an internal system.

Q. Do I need to have a Lattice hangboard?

A. No you don’t. Any hangboard/fingerboard is compatible with our plans, so long as you have the 20mm edge for testing. 

Q. I can’t install a pulley at my house, what can I use instead?

A. When you’re faced with the scenario where you really have no ability to install a pulley for testing or training on a fingerboard you have 4 other options which all have their pros and cons:

Use a karabiner and super thin rope. In scenarios where you’re only using 1-5kg of assistance on the “would-be” pulley, then this isn’t the worst option in the world as frictional adjustment is relatively low still. It’s a very poor option if you’re above 5kg on the loading though! Positives are that it’s very cheap and convenient.
Lift the weight. In the scenario where you already know your maximum force for single or two arm hangs, you can make some work-arounds by lifting (remember to spend some time getting your technique right) the weight instead. It’s very important to note that most people will have much lower scores than expected on lifts initially as it’s a new skillset and will need work.
Stand on a set of scales. This is by far our preferred option for most people as it’s pretty functional, it’s low cost as it uses a common household item and it works for many different testing and training scenarios. The big downside is if your scales do not give you an instant feedback and you have to wait 3 seconds for each “result”!
Crane scale. This comes a very close second to some scales and we only place it “2nd” as they normally require a portable board (there are issues with movement and tilt) and some options can be expensive or hard to get hold of.

Given that you can see we have some positives and negatives to deal with here, we’d much prefer to see you all take a bit of time to get sorted with a quality pulley set up if you can!

Q. I have a board at home, should I do a Home plan or a Lite plan?

A. Lite plan! Our home plans are designed with the simpliest home training equipment in mind, so if you have a home board and other gym-like equipment you will get more out of a Lite plan. If you want to double check, drop us an email. 

Q. Can I use a pinch block instead of a fingerboard for a Home plan?

B. Using our pinch and crimp block (or any other portable lifting-style training device) is totally compatible with our home plans. This is mainly because all sessions in your training plan are set as a % of your maximum strength. So for example, if your maximum crimp on our pinch and crimp block is 30kg and you’re assigned a 90% max hang session you’d simple do your training at 27kg. Even better is that we’ll be able to plan pinch strength training for you as well as standard finger strength work!

Q. I have been doing my own assessments, why should I do a Lattice one instead?

A. Completing an assessment with Lattice is your doorway to the largest climbing data set in the world (which is pretty cool!) but more importantly, is access to our coach’s experience, expertise and support in performance profiling. What this means is that when you do an assessment with Lattice, you’re not just getting an insight into a load of geeky numbers. You’re getting context applied to it by a coach who’s got hundreds and hundreds of hours of experience in this area. They’ll pull out what matter, where your “low hanging fruit” are and what your next steps forwards are. Data is cool, but experience and practical application matters. 

Q. Do all your plans, come with an assessment included?

A. Some do. The Home, Lite and Fingerboard plans include an assessment. Our Premium plans require you to first complete a Remote Assessment, which is not included in the subscription fee.