Q: How long does it take to process and ship my order?

A: Most orders are processed within 1-3 business days. Custom-made harnesses and lanyards may require additional time for manufacturing. Once shipped, you will receive a tracking number via email.

Q: Do you offer expedited shipping?

A: Yes, expedited shipping options are available at checkout. Please note that expedited shipping does not shorten the production time for custom items.

Q: Can I change my shipping address after placing an order?

A: If you need to change your shipping address, please contact us as soon as possible. We can update your address if your order has not yet shipped.

Q: Do you ship internationally?

A: Yes, we offer international shipping. Shipping rates and delivery times vary by destination and will be calculated at checkout.

Q: Can I return or exchange a harness or lanyard?

A: For safety reasons, all harnesses and lanyards are final sale and cannot be returned or exchanged. This policy ensures that every customer receives brand new, uncompromised safety equipment.

Q: Why can’t I return a harness or lanyard?

A: Harnesses and lanyards are safety-critical items. Once they leave our facility, we cannot verify if they have been used or subjected to a fall, which could compromise their integrity. This is a standard industry practice to protect your safety.

Q: Are there any exceptions to the no return policy?

A: Yes, exceptions are made if you receive the wrong item due to our error, or if the product is defective or damaged upon arrival. Please contact us within 7 days of receiving your order, and we will assist you with a replacement or refund.

Q: How do I report a wrong or defective item?

A: Please email our customer service team at order@fusionclimb.com with your order number, a description of the issue, and photos if possible. We will review your case and provide instructions for next steps.

Q: What should I do if my order arrives damaged?

A: If your order arrives damaged, please contact us within 7 days with photos of the damage and your order number. We will work with you to resolve the issue as quickly as possible.

Q: I received the wrong item. What should I do?

A: If you received the wrong item, please contact us immediately with your order number and a description of the issue. We will arrange for the correct item to be sent to you.

Q: How do I know which harness or lanyard is right for me?

A: Our product pages include detailed sizing guides and specifications. If you need further assistance, please contact our customer service team for personalized recommendations.

Q: Are your harnesses and lanyards certified?

A: Yes, all our harnesses and lanyards meet or exceed industry safety standards. Certification details are available on each product page or contact our cusomer service.

Q: Can I cancel my order?

A: Orders can be cancelled if they have not yet entered production or shipped. Please contact us as soon as possible if you need to cancel your order.

Q: How can I contact customer service?

A: You can reach us by email at order@fusionclimb.com or by phone at 909-393-9450. Our team is available Monday through Friday, 8am–4:30pm PST.