Shipping Information

At Petzl Shop, we are committed to getting your high-performance gear to you as quickly and reliably as possible. We ship globally (excluding Asia and a few remote regions) to support your adventures wherever they take you.

Order Processing Time

All orders are processed within 1-2 business days after payment is confirmed. Orders are not processed or shipped on weekends or holidays.

Shipping Methods & Delivery Timeframes

We offer two trusted shipping options to meet your needs:

  • Standard Shipping (DHL or FedEx): $12.95 flat rate. Your order will be delivered within 10-15 business days after it leaves our warehouse.
  • Free Shipping (EMS): Available for all orders over $50. Your order will be delivered within 15-25 business days after it leaves our warehouse.

Please note that these timeframes are estimates and may be affected by factors outside of our control, such as customs processing.

Returns & Exchanges Policy

We stand unwaveringly behind the quality and performance of every product we sell. Your satisfaction is our top priority. If your gear doesn’t meet your expectations, our straightforward returns and exchanges process is here to help.

Timeframe

We accept returns and exchanges for most items within 15 days of the date you receive your order.

Important Safety & Hygiene Notice

For the safety of all our customers, we cannot accept returns or exchanges on the following items:

  • Bolts & Anchors: Any climbing protection equipment that shows signs of use or wear.
  • Bouldering Mats: Mats that have been unrolled and used.
  • Camp Kitchen Items: Any opened or used camp kitchen products.
  • Any item not in its original condition, is damaged, or is missing parts for reasons not due to our error.

Return & Exchange Process

Follow these simple steps to initiate a return or exchange:

  1. Contact Us: Within 15 days of receiving your order, email our customer service team at [email protected]. Include your order number and details about the product you wish to return or exchange.
  2. Wait for Instructions: Our team will respond within 1-2 business days with a Return Authorization (RA) number and the shipping address for your return.
  3. Ship the Item: Securely package the item in its original packaging, including all tags, labels, and accessories. Include the RA number on the packaging. We highly recommend using a trackable shipping service for your protection.
  4. Processing: Once we receive and inspect the returned item, we will process your refund or exchange within 3-5 business days.

Refund Timing and Method

Refunds will be issued to the original payment method used at purchase. Please note that original shipping costs are non-refundable. For exchanges, we will cover the cost of shipping the new item to you.

  • Credit/Debit Cards (Visa, MasterCard, JCB): Please allow 5-10 business days for the refund to appear on your statement, depending on your bank’s processing time.
  • PayPal: Please allow 3-5 business days for the refund to be processed back to your PayPal account.

Have Questions?

Our friendly and knowledgeable customer service team is here to assist you with any questions about shipping, returns, or your gear.

Email us at: [email protected]

Petzl Shop – Equipping Your Passion