FAQs
Look Up Gear was built to support those who work at height with equipment they can rely on. We provide high-quality, dependable gear so climbers and at-height professionals can stay focused on the job above, confident in what’s supporting them. If you have any questions about shopping with Look Up Gear, browse our handy FAQ's below or visit our Need a Hand? page to send us a message.
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Where is Look Up Gear based?
We’re based in Perth, Western Australia.
Do you ship Australia-wide?
Yes! We ship to all Australian states and territories.
Do you ship internationally?
At this stage we ship within Australia only.
Can I visit Look Up Gear in person?
Unfortunately, we do not have a retail store. We sell our equipment online only but if you need to chat with someone or have any questions about our equipment you can email hello@lookupgear.com.au and one of our team members will be glad to help.
ordering
How do I place an order?
Simply browse our website, add your gear to your cart and complete your order through our secure checkout.
Do I need an account to place an order?
No, you are welcome to check out as a guest. However, by signing up for an account you will enjoy faster checkout, easy order tracking and access to your order history.
Can I change or cancel my order after placing it?
We pride ourselves on fulfilling orders quickly, so you aren’t left waiting. If you want to change or cancel your order once it’s been placed, shoot an email to hello@lookupgear.com.au with your order number as soon as possible and we’ll see what we can do.
Can I order something that is out of stock?
If you want to order something that is out of stock, send an email to hello@lookupgear.com.au or complete our enquiry form. Be sure to include the full product title and product code so we can tell you when it’ll be back in stock.
Do you offer trade or bulk pricing?
Yes! If you want to place a commercial order, get in touch with us and we can provide you with a quote.
Shipping
How much does shipping cost?
- Standard shipping under 3kg: $15.00
- Standard shipping 3kg and over: $25.00
- Free shipping on orders over $650.00
- Large or bulky items will incur an additional shipping surcharge, which will be calculated and displayed at checkout. Please note that bulky item surcharges still apply when a free shipping offer or discount has been applied.
When will my order ship?
Orders will be processed and dispatched usually within 24 hours of receipt (subject to stock availability). Orders placed after 12pm AWST on Friday, weekends, or on WA public holidays will be dispatched the next working day. Fulfillment times may be slightly longer during peak or sale periods.
How long will my order take to arrive?
Orders are shipped from Perth, Western Australia and are usually delivered within 3-10 business days. Delays can happen due to weather, peak periods, access issues, or other factors outside our control. Deliveries to regional and remote areas may take longer.
Once your order has been collected by the shipping provider, delivery times are outside of Look Up Gear’s control and we’re unable to guarantee specific freight timeframes.
Which delivery services do you use?
Our preferred shipping provider is Startrack.
Can I track my order?
Yes. Once your order has been dispatched, you’ll receive tracking information via email.
Do you offer express shipping?
No, at this stage we only offer standard shipping rates but if you need something urgently, please get in touch.
Can I pick up my order?
No, we don’t have a retail store and are unable to facilitate pickups.
What happens if my order arrives damaged?
Please check your order on arrival. If anything is damaged, missing, or incorrect, contact us within 48 hours of delivery with your order number and photos. We’ll sort it quickly and arrange a replacement, refund, or resolution in line with our Returns & Refunds Policy.
Returns & Exchanges
What is your returns policy?
Our Returns and Refunds Policy can be viewed here.
Can I return something if I change my mind?
For your safety, and the safety of all of our customers, we cannot accept Change of Mind returns on any safety products. We also do not accept Change of Mind returns for ropes cut to custom lengths.
For everything else, we accept Change of Mind returns within 14 days of delivery, provided that:
- the item is unused
- the item is in it’s original packaging
- the item is in resellable condition
- proof of purchase is provided
- the item is not a special order
How do I organise a return?
To start a return, contact us at returns@lookupgear.com.au. We’ll provide instructions on how to return your item. Do not send items back without contacting us first.
What if I receive the wrong item or my item is faulty?
Please check your order on arrival. If anything is damaged, missing, or incorrect, contact us within 48 hours of delivery with your order number and photos. We’ll sort it quickly and arrange a replacement, refund, or resolution in line with our Returns & Refunds Policy.
Who pays for return shipping?
For change of mind returns, the customer covers return shipping. For faulty or incorrect items: we’ll cover reasonable return shipping costs. Original shipping costs are non-refundable unless required under Australian Consumer Law.
Products & Gear
Are all of your products genuine?
Yes. We source our products through authorised distributors, manufacturers and suppliers and only sell genuine products.
Are your products suitable for professional use?
Our range includes equipment designed for professional arboriculture, rope access and height safety applications. Always check the manufacturer's instructions, specifications and certifications to make sure a product is suitable for your particular application.
Are your products Australian Standard compliant?
Products descriptions include the relevant certifications where applicable. Please contact us if you need any further information or clarification.
How do I know which size or product is right for me?
Check the product sizing guide and specification sheets or contact us for help
Can you help me choose the right gear?
Absolutely. If you're unsure about a product or need help comparing options, get in touch with us at hello@lookupgear.com.au.
Do you sell replacement parts?
Yes! You can browse our range of replacement parts here or if you’re looking for something specific, get in touch.
Safety
Can I use Look Up Gear products without training?
Some of the equipment we sell is specialised safety equipment and requires appropriate training, knowledge and experience to use safely. Always follow the manufacturer's instructions and applicable workplace requirements.
How often should my climbing or safety equipment be inspected?
Inspection requirements vary depending on the type of equipment, manufacturer recommendations, frequency of use and applicable standards. Always follow the manufacturer's instructions and your workplace inspection procedures.
How do I know when my equipment needs to be retired?
Safety equipment should be regularly inspected and retired when it is damaged, worn, contaminated, involved in a significant event, or no longer meets the manufacturer’s requirements.
There is no single retirement timeframe that applies to all equipment. The lifespan of your gear depends on the type of equipment, how often it is used, storage conditions, exposure to UV, chemicals and other environmental factors, and the manufacturer’s recommendations.
Always follow the manufacturer’s inspection and retirement guidelines and, when in doubt, have your equipment assessed by a competent person. If you’re unsure whether a piece of equipment is still safe to use, retire it until it can be properly assessed.
Payments
What payment methods do you accept?
We accept payments via Shop Pay, Visa, Mastercard, American Express and PayPal.
Do you offer Afterpay or other buy-now-pay-later options?
Afterpay is not currently available at Look Up Gear. However, eligible customers may be able to use PayPal’s Pay in 4 payment option at checkout. Approval for Pay in 4 is determined by PayPal, and Look Up Gear has no involvement in the application or approval process. For more information about eligibility, please contact PayPal directly.
Is my payment information secure?
Yes. Payments are processed through Shopify Payments; we do not store your payment details.
Contact
How can I contact Look Up Gear?
You can contact us via email (hello@lookupgear.com.au) or via the contact form on our Need a Hand? page and we'll get back to you as soon as possible.
What are your customer service hours?
We are a WA based company, and our hours of operation are 8am - 5pm (AWST) Monday to Friday. We aim to respond to equiries as quickly as possible but please allow up to 2 business days for a reply.
I can't find what I'm looking for. Can you help?
Definitely. If you’re looking for a particular product, brand or piece of equipment that you can’t find on the website, get in touch and we'll see what we can do.
For everything else, visit our Need a Hand? Page and send us an enquiry!