Welcome to the Edelrid Shop FAQ page. We’ve compiled answers to the most common questions about our products, shipping, returns, and more. Whether you’re preparing for an alpine climb, bouldering session, or bikepacking adventure, we’re here to help you gear up with confidence.

Products & Gear

What types of outdoor activities do your products support?
Our gear is designed for a wide range of outdoor adventures, including alpine and ice climbing, bouldering, big wall climbing, bikepacking, avalanche safety, and camping. We specialize in high-performance equipment for serious adventurers.
Are your products suitable for beginners?
While we cater to all skill levels, many of our products are designed with experienced adventurers in mind. We recommend consulting with our support team or checking product descriptions for suitability information if you’re new to outdoor activities.

Ordering & Payment

What payment methods do you accept?
We accept Visa, MasterCard, JCB, and PayPal for all orders, providing secure and convenient payment options for our global customers.
Do you ship internationally?
Yes, we ship globally to most countries, excluding Asia and some remote areas due to logistical constraints. Please check during checkout if we deliver to your location.

Shipping & Delivery

What shipping options are available?
We offer two primary shipping methods:
– Standard Shipping (AUD 12.95): Delivered via DHL or FedEx within 10-15 days after dispatch
– Free Shipping: For orders over AUD 50, delivered via EMS within 15-25 days after dispatch
How long does order processing take?
We process all orders within 1-2 business days. During peak seasons or sales events, processing may take slightly longer, but we work to minimize delays.
Will I receive tracking information?
Yes, once your order is dispatched, you’ll receive a tracking number via email to monitor your shipment’s journey.

Returns & Exchanges

What is your return policy?
We offer a hassle-free return policy within 15 days of delivery. Contact our support team at [email protected] to initiate a return. Return shipping costs are the customer’s responsibility unless the item is defective or incorrect.
What if I receive a defective or incorrect item?
If you receive a defective product or incorrect item, we’ll cover return shipping costs and promptly send a replacement or process a refund.

Product Care & Technical Support

How should I care for my technical gear?
Different products require specific care. Generally, follow manufacturer instructions for cleaning and storage. For climbing gear, regular inspection for wear and proper storage away from moisture and extreme temperatures is essential.
Do you provide technical advice for gear selection?
While we provide detailed product information, for specific technical advice regarding climbing safety systems or specialized equipment, we recommend consulting with certified professionals or instructors.

Contact & Support

How can I contact customer service?
Reach our support team at [email protected] for assistance with orders, products, or any other inquiries. We’re here to help you elevate your adventure responsibly.
Where is Edelrid Shop located?
We’re based in Australia at 89 Muscat Street, BARBALIN, AU 6479, serving adventurers worldwide with quality gear and reliable service.

Didn’t find your answer? Contact our friendly support team at [email protected] – we’re committed to helping you get the right gear for your adventures.