Orders
Gifting plans, courses and assessments, plus delivery, tracking, tax and customs for shop orders.
Gifting a plan, course or assessment
You can gift a Climbing Training Plan, a Remote Assessment, or an online course. Our subscription plans (LatticePlan, Climbing Training Plan Plus and Flexibility Training Plan) can't be gifted directly.
To gift one of the giftable items:
- Add the item to your cart and go to View cart.
- Click Add gift options, just under the item name.
- Enter the recipient's full name and email address, and the date you'd like us to email them to get started.
- Click Save gift options before you check out.
Gifting a Climbing Training Plan Plus or Flexibility Training Plan. These are subscriptions with a 14-week minimum term, so they can't be gifted in the normal way, but there are two workarounds: pay the 14 weeks upfront and we'll give you a coupon for your recipient, or we can set the subscription up using your card details. Get in touch and we'll sort it.
If the gift email came to you instead of your recipient, get in touch with their full name, email and the send date, and we'll pass it on to them.
Orders and delivery
Where we ship from, and how long it takes. We send all orders from our warehouse in Chesterfield, UK. UK orders are a flat delivery rate and usually arrive within 2 to 3 working days once we've dispatched them. International orders typically take 4 to 7 working days after dispatch, though customs clearance in the destination country can add time and is outside our control.
Tracking your order. When your order is dispatched we'll email you the tracking details (worth checking your spam folder). You can also find them by logging into your account, opening Orders, and clicking the relevant order number.
International orders, tax and customs. Prices include VAT for orders delivered within the UK and EU. For the USA and non-EU countries, prices don't include sales tax, and customs or import fees may be charged on arrival by customs or the courier. Those aren't charged by us and aren't something we can cover. To check whether we ship to your country, add an item to your cart and see if delivery options appear.
Changing or cancelling an order. You can usually amend an order as long as it hasn't been marked completed. Bear in mind our customer service is closed at weekends, so an order placed after 2pm on a Friday may already be on the move. To amend an order or change your delivery address before dispatch, get in touch. Once it's dispatched, contact the courier directly with your tracking number to redirect it.
Missing, wrong or damaged items. If something's missing, get in touch with your order number and what's missing. If you've been sent the wrong item, contact us within 30 days and we'll arrange a return or refund. If a parcel turns up visibly damaged, refuse the delivery so it comes straight back to us – once you've accepted it, it becomes your responsibility.
Order not arrived? Check the tracking first, as it may just be held up. If it still hasn't arrived 20 working days after the due date, get in touch.
PO boxes and military addresses. In the UK we can deliver to Royal Mail PO boxes, except flex mats, which are too large. We can't ship to PO boxes outside the UK. For a military address, check with us before ordering as we may not be able to deliver.
For anything not covered here, see our full product FAQs, or get in touch.