Freqeuntly Asked Questions

 

FAQs: General Ordering

Q: Can I change my order details after I place an order?

A: Once an order has been paid for, we are unable to make changes to it. This includes the shipping address, product size, quantity, or type. If you need to make a change, please contact us immediately at info@wideboyz.com. If your order has already shipped, we will not be able to make any changes.

Q: Do you offer gift wrapping?

A: Unfortunately, we do not offer a gift-wrapping service at this time.

Q: Can I place an order over the phone?

A: We do not accept phone orders. All orders must be placed through our website. If you are having trouble with the website, please email us at info@wideboyz.com, and we will be able to provide you with a private order link.

Q: Do you offer price matching?

A: We do not offer price matching. Our prices are as listed on our website. We do, however, offer special discounts and promotions throughout the year for special occasions. To make sure you don’t miss these, follow us on social media and subscribe to our newsletter.

You can find us here:

Q: Can I get my items signed by Pete and Tom?

A: As Pete and Tom are not located close to our warehouse, they are unable to sign items that you order. The best way to get a signed item is to meet them at one of their events, such as Crack Fest or an in-person Crack School workshop.

 Q: Do you offer pre-orders for upcoming products?

A: Yes, we occasionally offer pre-orders for select new products. This will be made clear on the product page.

Q: When will my pre-ordered item ship?

A: Your pre-ordered item will ship once it has been fully paid for and we have received the stock. We will provide an estimated timeframe (on our website product description) at the time of purchase and notify you once the item has shipped. 

Q: Do you offer gift vouchers? How do I redeem them?

A: Yes, we offer gift vouchers! To redeem one, you’ll enter the unique code from the voucher into the discount code box during the checkout process.

Account

Q: Do I need an account to place an order?

A: No, you do not need an account to place an order. You can make a purchase on our website without one. All you need is a valid email address, phone number, and shipping address.

 Q: How do I create an account?

A: There is no account system on our website. You can simply proceed to checkout with the items you want to purchase.

Q: I’ve forgotten my password. How do I reset it?

A: As our website does not have an account system, you do not need a password. You can simply proceed to the checkout to place a new order.

 Q: How do I update my account information?

A: Since we do not have an account system, there is no personal information to update on our website. You will be asked for your shipping details each time you place an order.

Payment

Q: What payment methods do you accept?

A: We accept most major credit and debit cards, as well as Apple Pay, Google Pay, and Link.

 

Q: Is my payment information secure?

A: Yes, your payment information is completely secure. We use encrypted payment systems to ensure your personal and payment details are protected. 

Q: What currencies do you accept?

A: All payments on our website are processed in GBP (Great British Pounds). When you make a purchase, the payment will be converted from your local currency by your bank at the current exchange rate.

Q: Is VAT/sales tax included in your prices?

A: This depends on your location. The final tax on your order is added at checkout.

  • UK: A 20% VAT rate is applied to your order.
  • EU: As we ship from our warehouse in the Netherlands, tax will be charged at your country’s local rate.
  • Rest of the World: No VAT is charged on your purchase through our site. You may be charged local customs fees or taxes when your order arrives in your country.

Q: Will I receive an order confirmation?

A: Yes, you will receive an order confirmation email with your order number. If you have purchased tracked shipping, you will also receive a tracking link in a separate email once your order has been shipped.

Q: What should I do if I don’t receive an order confirmation?

A: First, please check your spam or promotions folder in your email inbox, as sometimes our emails can get caught there. If you still can’t find it, please email us at info@wideboyz.com with your name and the date of your purchase.

Discounts

Q: I have a discount code, but it’s not working. What should I do?

A: First, double-check that you have entered the code correctly, including all numbers, letters (both capital and lower case), and symbols. Also, make sure the code has not expired. If you’ve done this and it’s still not working, please contact us at info@wideboyz.com. 

Q: Where can I get a Wide Boyz discount code?

A: We give out discount codes on special occasions. The best ways to get one are to:

Q: Can I apply a discount code after placing my order?

A: Unfortunately, a discount code can only be applied before you pay at the checkout. We cannot apply discounts retrospectively..

B2B Queries

Q: Do you offer wholesale pricing for climbing gyms or retail stores?

A: Yes, we offer wholesale pricing. The prices for our climbing volumes are already listed at gym prices on our website. For wholesale pricing on our other shop products, please contact us at info@wideboyz.com.

Q: What is the minimum order quantity for wholesale orders?

A: There is no minimum order quantity for our crack volumes. For other products, please contact us at info@wideboyz.com for more information on minimums and pricing.

Q: Do you offer custom designs or 

A: We do not offer custom designs at this time.

Q: Do you offer bulk orders for specific events?

We do bulk orders for events, please contact info@wideboyz.com to place your bulk order.

Q: What are your typical lead times for large orders?

A: Our lead times can vary depending on the product and time of year. Please note that manufacturing begins only after payment is received.

  • Climbing Volumes:
    • Fiberglass Volumes: 4-6 weeks
    • Generators: 3 months
  • Shop Items:
    • If all items are in stock: 1 week
    • If not in stock: up to 6 weeks, or until they are back in stock.

For the most specific and up-to-date timelines, please contact us at info@wideboyz.com.

Q: How do you handle shipping for large or international orders?

A: We primarily use our courier, DHL, for shipping. The cost of shipping will be calculated based on the size of your order and the final destination.

Q: Can we become a distributor or a retailer of your products?

A: We are always open to discussing new distribution opportunities. If you are interested, please contact us at info@wideboyz.com with details about your business.

Q: Do you offer any marketing or promotional materials to support sales?

A: Yes. We have a digital asset pack available for all of our wholesalers and distributors.

Q: Can we get a copy of your product catalog and price list?

A: Yes you will need to email us at info@wideboyz.com to get access to this

Q: Do you offer product demos or staff training?

A: While we don’t offer in-person training, we are happy to schedule a call to discuss our products and their specific features and benefits.

Q: Can we be the exclusive distributor in our country or region?

A: We offer exclusive distribution rights in some countries, but not all. If you are interested, please contact us to discuss the possibility further.

Q: Do your products have any safety certifications?

A: Yes, all of our products are manufactured to meet industry standards.

Shipping – General

Q: What should I do if no shipping options are showing for my address?

A: Please ensure that your shipping address has been entered correctly and that all fields are complete. If you are certain your address is correct and still see no shipping options or the options are over priced, please contact us at info@wideboyz.com.

Q: Where do you ship?

A: We ship worldwide!

Q: How much does shipping cost?

A: To get a shipping quote, simply add the products you would like to purchase to your cart, then enter your address at the checkout page. The shipping cost will be calculated for you before you make a payment.

Q: How long does shipping take?

A: These are estimated shipping times based on courier processes:

  • UK: Our tracked 24-hour service ships orders placed between Monday at 9am and Friday at 3pm. The 48-hour service follows the same schedule. Please note that bank holidays may cause longer delivery times.
  • EU: Estimated delivery is 2-7 days.
  • USA: Estimated delivery can range from 5 days to 3+ weeks due to new import regulations from the UK.
  • Rest of the World: Estimated delivery is 5-14 days.

Q: How do I track my order once it has shipped?

A: You should receive a tracking notification and a link to your email once your order has been shipped. If you don’t receive this notification, please check your spam and promotions folders. If you still can’t find it, contact us at info@wideboyz.com.

Q: What happens if my package is lost or damaged?

A: If you have an issue with your delivery, here is what to do:

If Your Package Is Lost: First, check your tracking link for the latest update. If it is still in transit, please wait up to three weeks before contacting us. If there’s still no update after that time, please email us at info@wideboyz.com.

If Your Package Is Damaged or Missing an Item: If your package arrives damaged or if something is missing, please take a photo of the damaged items and the packaging. Then, contact us at info@wideboyz.com with your name and order number so we can get a replacement sent out to you.

International Orders & Customs Fees

Q: Do I have to pay customs and taxes?

A: Yes. When ordering from outside the UK, you may be required to pay local taxes, customs duties, or fees when your package arrives. These charges are determined by your country’s customs office and are the responsibility of the customer.

Q: Can I refuse to pay customs and taxes?

A: Yes, but if you refuse to pay these fees, your package will be returned to us. If this happens, we will contact you to arrange a second delivery. Please note that you will be recharged for postage costs.

Q: Where can I find my international order tracking?

A: You will receive a tracking link in an email once your order has shipped. If you can’t find it, please check your spam and promotions folders. If you still have no luck, contact us at info@wideboyz.com.

Q: I was charged additional customs fees. Can I get a refund?

A: Unfortunately, we are not able to refund any customs fees or taxes charged by your country. These charges are determined by your local customs office and are outside of our control. We recommend checking with your country’s customs regulations if you are unsure about what you may be charged.

Q: What is the tax amount I will pay on my order?

A: The tax amount you pay depends on where you live:

  • UK: A 20% VAT rate is applied to your order.
  • EU: As your product is shipped from the Netherlands, tax will be charged at your country’s local rate (e.g., 21% in the Netherlands).
  • Rest of the World: The tax you pay is determined by your country’s customs and varies from country to country. It is the customer’s responsibility to find out this information.

Returns

Q: How do I return an item?

A: Our goal is to make returns as simple as possible. Please follow these steps to return your item:

Step 1: Check Your Eligibility You can return an item for an exchange or refund if it is unused, undamaged, and you contact us within two weeks of receiving it. Unfortunately, certain items like stickers and mugs cannot be returned.

Step 2: Get the Returns Form For all returns, you will need to fill out a returns form. You can download our returns form here. Please include your order number, name, and address, and state the reason for your return.

Step 3: Prepare and Package Your Item Please place the item in its original, undamaged packaging. You are responsible for the product until it is received at our warehouse, so please package the item securely to ensure it doesn’t get damaged in transit.

Step 4: Send Your Item to Us Please send your return to the following address: 17 Water Lane, Ashwell, Oakham, LE15 7LS, United Kingdom You are responsible for all return shipping costs. We recommend using a trackable shipping service.

Q: What is your policy for faulty items?

A: We sincerely apologize if you have received a faulty item. To process a refund or replacement for a faulty product, you do not need to return it to us.

Instead, please send an email to info@wideboyz.com with the following information:

  1. Your name and order number.
  2. A clear photo of the faulty item.
  3. Whether you would like a refund or a replacement.

Alternatively, you can fill out our Faulty Item Returns Form here and attach it to your email. If the item was purchased from a retailer, you must contact that retailer directly to process the return.

Q: What if I ordered the wrong size?

A: You can return your item for an exchange or a refund, as long as it is undamaged and sent back in its original packaging. Please follow the returns procedure.

Q: What if I received the wrong item or size?

A: We sincerely apologize for any mix-ups! If you received an item that doesn’t match your order, please follow these steps:

  1. Email us at info@wideboyz.com.
  2. In your email, include your order number and let us know which item you received and which item you were supposed to get.
  3. We will ship the correct item out to you right away.

If you return the incorrect item to us, we will reimburse you for the shipping cost.

Q: How long will it take to get a refund or replacement?

A: We will process your return within one week of receiving the item. If you choose a refund, it typically takes 2-3 business days for the funds to appear in your account. If you choose a replacement, it will be shipped to you once your return has been processed.

Q: Can I cancel my order?

A: Yes. If your order has not been shipped yet, you can contact us to request a cancellation. Once a refund has been processed, it typically takes 2-3 business days for the funds to appear back in your account.

Shop Products – Sizing

Q: What size should I buy? Do you have size charts?

A: We have size charts for all of our apparel and products. To find the correct size, please check the sizing chart located in the photo carousel on each product’s page on our website.

Q: How should my crack gloves fit?

A: When sizing your crack gloves, you should aim for a snug fit. It’s similar to sizing climbing shoes: a slightly tighter fit offers better performance, while a looser fit provides more comfort but less friction. Just be careful not to go too tight and hinder your performance!

Q: How should my knee pads fit?

A: Our knee pads come in one size. To wear the knee pad properly, make sure the rubber covers the area where you will be kneebarring. For marginal kneebars close to the kneecap, you can wear the pad lower on your thigh. For bigger kneebars, you can place it higher on your thigh. For the best friction and least movement of the pad when climbing, we recommend placing the pad directly against your skin.

Q: Do you offer children’s sizing?

A: We only carry adult sizes for our products. However, our XS size may fit some older children. For best results, we recommend checking the size charts to see if our products will fit your child.

Shop Products – Product Care

Q: How should I wash and dry my products?

A: For apparel, please see the specific washing and care instructions on the label inside the garment.

Shop Products – Stock

Q: Will a sold-out item be restocked?

A: We aim to restock all our products. If an item is listed as sold out, it will be restocked unless it has been officially discontinued. The product page will be updated with any restock information.

Q: Can I purchase Wide Boyz products anywhere else?

A: Yes! Our products are available through a number of retail stores and distributors worldwide. Please check out our distribution page to see if our products are carried in your country.

Crack School

Q: How do I access the Global Crack School course?

A: The Global Crack School course is not always open for new members. It typically opens 2-3 times per year. The best way to get notified when doors open is to sign up for our waiting list here: www.wideboyz.school/opt-in-fdd9da9a-6081-4d1d-9017-5dc091e243ec.

When the course is open, you can purchase it directly on our website: www.wideboyz.school 

Q: What is included in the Global Crack School course?

A: Our course is a comprehensive program designed to teach you everything you need to know about crack climbing. You can find a full breakdown of the course details on this page: www.wideboyz.school

Q: How do I access the community forum?

A: To access the community forum, you must be a member of the Global Crack School course. Please use the login details you created when you signed up to the course.

Q: Can the Wide Boyz come to my gym for an in-person workshop?

A: On occasion, Pete and Tom do hold one-off workshops at climbing gyms. These are handled on a case-by-case basis. To see if this is possible for your gym, please contact us at info@wideboyz.com.

Q: Can I personally get coached by Pete or Tom?

A: Pete and Tom do not offer personal coaching. However, Pete provides one-on-one feedback and answers questions inside the Global Crack School course. You must be a member of the course to access this.

Volumes and Holds

Q: How do I order climbing holds?

A: Please contact us directly at info@wideboyz.com to place an order for crack volumes.

Q: Is there a catalog of your climbing holds?

A: Yes! You can view our full catalog of climbing holds and their pricing directly on our website. If you have any questions, you can still reach out to us at info@wideboyz.com.

Q: What is the typical lead time for volume orders?

A: Lead times can vary depending on the product, but here are our typical estimates:

  • Fiberglass Holds: 4-6 weeks (if purchased without other Wide Boyz products).
  • Generators: 3 months.

Q: Can I get custom hold shapes or colors?

A: We do not offer custom hold shapes or colors at this time.

Q: What is the shipping cost for climbing holds?

A: The shipping cost is calculated based on the quantity of your order, the destination country, and its specific location. We will provide a shipping quote when you place your order.

Q: Can I get a discount on volume orders for my gym?

A: Yes, we offer discounts for large volume orders:

  • 3% discount for orders over £5,000.
  • 5% discount for orders over £10,000.

Q: Do you offer installation advice for your holds?

A: Yes! Find best practices for setting look at the specification and usage section of our website https://wideboyz.com/speficfication-and-usage/

For setting ideas and inspiration, please check out the video How to set on the Wide Boyz Generators. You can also find many more ideas on the Wide Boyz YouTube channel. If you still need help, feel free to contact us at info@wideboyz.com.

Crack Fest

Q: When and where is Crack Fest?

A: Crack Fest is a yearly event. It is typically held at either Bouldervelt in Germany or The Depot in the UK. The date changes each year, so it’s best to stay up-to-date by subscribing to our newsletter or following us on social media.

You can find us here:

Q: How can I sign up for Crack Fest?

A: Interest sign-ups usually open one to two months before the event, with tickets released about a month before. The date of both changes each year. To make sure you don’t miss any updates, subscribe to our newsletter at www.wideboyz.com/subscribe or follow us on social media.

Q: How can I guarantee myself a ticket?

A: Tickets for Crack Fest are sold on a first-come, first-served basis, and we cannot guarantee a ticket to anyone. Your best chance of getting a ticket is to stay up-to-date on social media and through our newsletter so you know the moment they become available.

You can find us here:

Newsletter

Q: How do I subscribe to your newsletter?

A: You can subscribe to our newsletter by visiting www.wideboyz.com/subscribe.

Q: What kind of content is in your newsletter?

A: Our newsletter is written by Pete and is full of tips, tricks, and stories about crack climbing, with the goal of adding a little extra “crack” to your life. We also use it to keep you updated on useful things happening in the company, like new products, offers and discounts. We don’t spam, we like to offer value

Q: How often do you send out your newsletter?

A: We send out our newsletter once every one to two weeks.

Q: How do I unsubscribe from your newsletter?

A: You can easily unsubscribe by clicking the “Unsubscribe” link at the bottom of any newsletter email you receive from us.

Q: I’m not receiving your emails. What should I do?

A: Please follow these steps to troubleshoot:

  1. Check your spam and promotions folders in your email inbox.
  2. If you can’t find our emails, try signing up again to ensure your email address was entered correctly.
  3. If you’re still not receiving them after trying these steps, please contact us at info@wideboyz.com.

Website & Technical

Q: The website isn’t loading properly. What should I do?

A: We’re sorry to hear that! Please try the following steps:

  1. Use a different browser (like Chrome, Firefox, or Safari).
  2. Clear your browser’s data, including the cache and cookies.
  3. If you’re still having trouble, please contact us at info@wideboyz.com and let us know what’s happening.

Q: What are your terms and conditions?

A: You can find our full terms and conditions on this page :https://wideboyz.com/terms-and-conditions-2/

Q: What is your privacy policy?

A: You can read our full privacy policy here:https://wideboyz.com/privacy-policy/

Q: I found an error on your website. What should I do?

A: We appreciate you letting us know! Please send an email to info@wideboyz.com with details about the error so we can fix it.

Q: What is the best way to contact your customer service?

A: The best way to reach us is by emailing us at info@wideboyz.com. We will get back to you as soon as possible.

Wide Boyz Sponsorships

Q: Can Wide Boyz sponsor our event?

A: We sponsor a select number of events each year and are especially interested in those with a strong crack climbing theme.

To submit your event for consideration, please email us at info@wideboyz.com with the following information:

  • Details about your event.
  • How your event relates to crack climbing.
  • What kind of support you are looking for.

Q: Can I get giveaways for our event?

A: Yes. If we decide to sponsor your event, we can discuss providing giveaways.

Q: Do you offer sponsorships to individuals?

A: We offer basic product support to a few select individuals. If you are interested in being considered, please follow these steps:

  1. Email us at info@wideboyz.com.
  2. In your email, tell us about your climbing achievements, particularly those related to crack climbing.
  3. Let us know about your audience on social media and how you connect with them.

Even with a small audience, if you have a strong connection with them, we will consider a sponsorship.

Q: Do you have an affiliate program?

A: We do not have a general affiliate program for our gear, but we do have one for our Global Crack School.

To be considered for the program, please email us at info@wideboyz.com with the following information:

  • Your name and contact details.
  • Details about your audience, including why you have a strong relationship with them.

Q: Do you offer any creator partnerships?

A: While we don’t have a formal creator partnership program, we are sometimes open to collaborating with other brands through our YouTube channel.

Q: How can I collaborate with Wide Boyz for my own content?

A: If you have a YouTube channel and a collaboration idea, we may be interested! Please contact us at info@wideboyz.com and include the following:

  • A link to your channel.
  • Your collaboration idea.
  • How the idea relates to crack climbing.
  • How we can be involved.

Q: What kind of events or individuals do you typically sponsor?

A: We typically sponsor events that are specifically related to crack climbing or are located in an area with a strong crack climbing community. We support individuals who have an engaged following and connection with their audience.