Pongoose Ltd tries to be as transparent with our customers as possible. Honesty and trust are part of our key business values that we commit to as a brand. We have compiled a list of key questions you may have that will hopefully give you the answers you require. If not, please contact us using the form on the contact page or email us at firstname.lastname@example.org
1. Do you make the Pongoose Climber 700 yourself?
Approximately half of it. The telescopic poles are manufactured by an aluminium extrusion company and the clamp is made by a plastic injection moulding company. The brackets and clipstick heads are manufactured completely by hand by Pongoose Ltd using a number of tools to bend and shape the aluminium pieces prior to anodising. This means we have complete control over quality. We also test each pole by hand so we are happy that your product is in perfect working order when it is dispatched. The entire product is then assembled by us and quality checked before sending out.
2. Can the Pongoose Climber 700 be used by children?
Anybody using the product should be a competent climber and have a full understanding of the risks involved with the sport which can be inherently dangerous. If you are using the product with children it is recommended they are supervised by an adult to ensure safe use in the climbing environment. Please store the product away from young children who may trap fingers in the moving sections or swallow the removable silicone beads.
3. What are the silicone beads for on the Pongoose Climber 700?
The silicone beads are for providing friction to grip the spine of the quickdraw when clipping the rope into a quickdraw or retrieving one from the rock face. Your product will come with two sets of different coloured beads to allow you to customise your clipstick and choose a colour that reflects your personality. These colours are set depending on which Pongoose Climber 700 you order, but if you are set on wanting another colour shown with the other options, then please leave a note on your order or send us an email.
4. Shipping for clipsticks
We offer free 3 - 5 day signed for shipping with Royal Mail for UK customers. Faster delivery options are available at the checkout (1st class signed for and next day delivery) for an extra charge. An overview of European, US and Australian shipping costs are on the black announcement bar at the very top of the homepage. More expensive, faster options will be shown at the checkout stage if available, depending on the shipping destination. Orders weighing over 2 kg may be subject to alternative shipping options and will attract a higher cost (Example: one clipstick weighs 1.1kg including packaging).
Please note that any orders received after 12pm on a Friday may not be shipped until the following Monday, depending on the destination and shipping options available. Additionally, UK customers selecting the next day option when ordering on a Friday morning, please be aware that delivery will not take place until the Monday after. Saturday delivery can be arranged for an extra cost but will depend on if we are able to arrange this in a timely manner; as a very small business, if we are not available on a Friday then this will not be possible. Please email to inquire.
Regarding PO Boxes or Armed Forces APO addresses, we are unable to book any UK couriers that will deliver packages to these. Please note that the checkout will allow you to enter the PO Box address but as we cannot arrange shipment we will email you for an alternative address.
5. Will you be doing longer pole sizes for the Pongoose Climber?
In short, yes, as soon as we can. Being a new business we are unfortunately not able to offer a variety of pole sizes straightaway but if the demand for longer poles is there, we will endeavour to offer these as soon as we are in a position to do so. As the head unit is removable, there will be the option to buy a new sized pole separately so you don't have to buy the whole thing again.
*** Update - longer length coming summer 2019
6. Does a threaded brush come included with the Pongoose Climber 700?
The Pongoose Climbing Brush that is compatible with the clipstick is available separately or as a bundle deal for a discounted price. If you want to buy a discounted threaded brush with your clipstick, please select the bundle option in the drop down box on the clipstick product page. If you just want a replacement brush with a threaded insert, there is a drop down box on the Pongoose climbing brush product page where you can select a brush with a threaded insert.
Important - if ordering brushes from Australia, please note that we are unable to ship our wooden brushes to that country due to wood falling under the prohibited items list.
7. Can I buy replacement parts for my Pongoose Climber 700?
Yes, please contact us to purchase replacement parts in the event of damage or loss. As the entire head unit is removable and made up of individual parts, we do not feel it is fair to charge you for an entire new clipstick. This is part of our transparency commitment to our customers.
8. Can I use my existing quickdraws with the Pongoose Climber 700?
Yes, the clipstick head has been shaped so that it will hold any quickdraw available on the market at the time of manufacture. This includes wire gate and solid gate quickdraws.