Shipping & Return Policy

At Climb Higher, we get it—your job doesn't wait. That's why we ship professional arborist gear and climbing equipment fast, safely, and with zero compromises. Here's everything you need to know about getting your Petzl harnesses, ropes, Silky saws, helmets, and rigging lines to the jobsite.

Order Processing Times

We process orders Monday–Friday (excluding holidays).

  • Orders placed before 2 PM EST ship same day.
  • After that? Next business day. Busy seasons (spring/fall tree work) might add 1–2 extra days— we'll email you if so. Prep time's separate from carrier transit.

Shipping Methods & Carriers

We partner with UPS/USPS for reliable delivery—most arborist gear goes ground.

  • Free Shipping: On all orders (contiguous US only). No hidden fees—just gear up and climb high.
  • 2-Day Delivery: Available on all items—select at checkout.

Delivery Estimates

Expect your tree care ropes, climbing harnesses, or Petzl helmets to land in:

  • Contiguous US: 2–5 business days (ground).
  • 2-Day: 2 business days after processing. Alaska, Hawaii, Puerto Rico? Add 3–7 days—rates vary. We'll track it and keep you posted.

Tracking Your Order

You'll get a tracking number via text once it ships. Check status on UPS.com or your Climb Higher account. Lost or damaged? Snap pics, contact us within 48 hours—we'll file the claim.

Important Notes & Limitations

  • No PO Boxes for oversized gear—need a street address.
  • Customer Responsibility: Double-check your shipping info. We aren't liable for delays from wrong addresses or after carrier pickup.
  • Restricted Items: Some chemicals or hazmat (e.g., certain applicators) can't ship to select states— we'll flag at checkout.
  • Refusals & Damages: Refuse visibly damaged packages on arrival. Report issues immediately; we cover carrier faults, but not misuse or post-delivery wear.
  • Force Majeure: No liability for delays beyond our control—acts of God, strikes, supply chain snags.
We want you to be fully satisfied with your Climb Higher US purchase. If something isn't right, we're here to help.

Return Window
You may return eligible items within 30 days of the delivery date for a refund to the original payment method.

Return Eligibility
Items must be:
- Unused, unworn, and in resellable condition
- In original packaging with all tags and manuals
- Free of modifications, alterations, or damage

Items We Cannot Accept for Return
For safety and liability reasons, the following cannot be returned once delivered:
- Climbing ropes, lanyards, harnesses, and other life-safety equipment that has been taken out of its original sealed packaging or used
- Custom-cut, custom-spliced, or made-to-order products
- Consumables (fuel, lubricants, cleaning products)
- Clearance or final-sale items (marked as such at checkout)

How to Start a Return
Email info@climbhigherus.com with your order number and the reason for return. We'll reply within one business day with return authorization and shipping instructions.

Return Shipping
- Defective or incorrect items: We cover return shipping and send a replacement or full refund.
- Buyer's remorse / sizing / change of mind: The customer is responsible for return shipping.

Refunds
Once your return is received and inspected, we will issue a refund to the original payment method within 5–7 business days. Original shipping charges are non-refundable unless the return is due to our error.

Exchanges
We do not process direct exchanges. Return the original item for a refund and place a new order for the replacement.

Damaged or Lost Shipments
If your package arrives damaged or goes missing in transit, contact us within 7 days of the delivery date (or expected delivery date) so we can file a claim with the carrier and make it right.

Contact
Climb Higher US (Fojo LLC)
77A Industrial Road, Berkeley Heights, NJ 07922
Phone: 973-385-8912
Email: info@climbhigherus.com

Questions? Hit up our Contact page—we're here for the tree pros who keep it real. Gear you can trust. Fast shipping. Expert support.