Shipping Policy

Order Processing

Orders are generally processed within 1–3 business days, excluding weekends and holidays.

Processing times may be longer during product launches, sales, holidays, periods of high order volume, or circumstances outside our control. Processing time is separate from carrier transit time.

Once an order has entered processing, we cannot guarantee that changes or cancellations can be made.

Shipping Rates

Shipping charges are calculated and displayed at checkout based on the products ordered, package size and weight, delivery address, and available shipping service.

Any estimated delivery date shown at checkout is an estimate only and is not guaranteed.

Delivery Times

Carrier transit times begin after the order has been processed and transferred to the shipping carrier.

Onsight Climbing LLC does not guarantee delivery dates and is not responsible for delays caused by carriers, weather, service interruptions, holidays, customs processing, incorrect addresses, or other circumstances outside our control.

Tracking

When tracking is available, tracking information will be sent to the email address or phone number provided at checkout after the shipping label is created.

Tracking information may take time to update after the carrier receives the package.

Address Accuracy

Customers are responsible for providing a complete and accurate shipping address at checkout.

Onsight Climbing LLC is not responsible for orders delayed, lost, returned, or delivered incorrectly because of an incomplete or inaccurate address provided by the customer.

If an order is returned to us because of an address error, failed delivery attempt, refusal, or failure to collect the package, the customer may be responsible for additional shipping charges before the order is sent again.

Original shipping charges are nonrefundable.

Lost, Stolen, or Missing Packages

Onsight Climbing LLC is not responsible for packages that are lost, stolen, or missing after the carrier marks them as delivered.

Customers should first check the delivery area, household members, neighbors, building management, and the shipping carrier before contacting us.

We may assist with a carrier claim when reasonably possible, but we do not guarantee replacement or reimbursement for packages confirmed as delivered.

Packages Lost in Transit

If tracking has not updated for an extended period or the carrier confirms that a package was lost in transit, contact us with your order number.

We will review the shipment and, when appropriate, submit a claim with the carrier. Any replacement, refund, or store credit will be determined after the carrier investigation and in accordance with applicable law.

Damaged Shipments

Customers must report shipping damage within seven calendar days of delivery.

Claims must include:

• The order number

• Clear photographs of the damaged product

• Photographs of the outer packaging

• Photographs of the shipping label

• A description of the damage

Do not discard the product or packaging while the claim is being reviewed.

Split Shipments

Orders containing multiple products may be shipped in separate packages and may arrive at different times. Separate tracking information may be provided for each shipment.

Large and Oversized Products

Large products, including crash pads, may have higher shipping charges because carriers calculate cost using package dimensions as well as weight.

Oversized items may ship separately from other products in the same order.

International Shipping

International shipping is available only when an international shipping option is displayed at checkout.

International customers are responsible for all customs duties, taxes, brokerage fees, import charges, and other fees imposed by the destination country. These charges are not included in the product price or shipping charge unless expressly stated at checkout.

Onsight Climbing LLC is not responsible for customs delays or packages refused because of unpaid import charges.

Shipping Restrictions

We reserve the right to decline, cancel, or modify an order when we cannot reasonably ship to the delivery address, when a shipping rate was calculated incorrectly, or when the order presents a fraud or delivery risk.

If we cancel an order before shipment, the amount paid for the canceled items and associated shipping charges will be refunded.

Contact

Questions about an order or shipment should be submitted through the contact information listed on our website. Include your full name, order number, and a description of the issue.

By placing an order with Onsight Climbing LLC, you acknowledge and accept this Shipping Policy.