EU CUSTOMERS: Please note new VAT/duty charges may apply to your order upon delivery - see T&Cs. COVID-19: Significant shipping delays are still occurring with international orders.
Pongoose 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 email@example.com
1. Do you make the Pongoose Climber 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 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 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. Always read the instructions and warning stickers on the product.
3. What are the silicone beads for on the Pongoose Climber?
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 determined by the Pongoose Climber 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.
We offer free 3 - 5 day signed for shipping with Royal Mail for UK customers for skin files, brushes and the Pongoose Climber 700, however orders of multiple quantities may attract a charge depending on weight. Faster delivery options are available at the checkout (1st class signed for and next day delivery) for an extra charge. The Pongoose Climber 1000+ is classed as an over-sized product therefore we have to use a courier option which will attract a shipping charge that is calculated at the checkout based on your location. 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.
Please note that any orders received after 12pm on a Friday will 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 and Armed Forces APO addresses, we are unable to book any UK couriers that will deliver packages to these. Due to the potential for loss and damage, we do not deliver to storage units, particularly as the recipient is not their to sign for the package themselves. Please note that the checkout will allow you to enter the address but as we cannot arrange shipment we will email you for an alternative address or cancel your order if this cannot be resolved.
5. Does a threaded brush come included with the Pongoose Climber?
The Pongoose Climbing Brush that is compatible with the clipstick is not included but 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.
6. Can I buy replacement parts for my Pongoose Climber?
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.
7. Can I use my existing quickdraws with the Pongoose Climber?
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.