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Frequently Asked Questions

 

 
 

I want to know about the status of an order I have placed

 

 


 

Status Updates

 

When you place your order, you will receive an order confirmation email within 24 hours. If the item is in stock, it should leave our warehouse in 1-2 business days. In the event your order is delayed, you will receive e-mail updates periodically. If you have any questions about the status of your, please contact us at cs@Snowboards.com or by calling 888-271-7500.

 

 Hours of Operation

 

Monday: 8am - 6pm EST
Tuesday: 8am - 6pm EST
Wednesday: 8am - 6pm EST
Thursday: 8am - 6pm EST

Friday:

8am - 6pm EST

Saturday:

10am - 5pm EST
Sunday: Noon - 5pm EST

 

 

 

 

 

 

 

 

 

 

 

 

 


Shipping Confirmation

 

As soon as your order has shipped you will receive an e-mail confirmation from us. The email confirmation will include your order's tracking number (if available), the items on your order that have shipped, any back-ordered items and the total amount you are being charged. We will only charge you for items that have been shipped.

 

 

Order Tracking

 

Sometimes orders shipped will not be traceable during shipping procedures because of tracking services or products going to military addresses. If you have received an e-mail from us with a tracking number, you may track your order by clicking the link provided in the e-mail.

 

Tracking Your Order

 

Tracking information for an order shipped via ground is not always available. Shipments sent to military address are also untraceable while the order is transit. Some tracking services only provide proof of delivery and will not provide any information about the package until it is delivered. Sometimes it can take up to 48 hours before the package is checked into the carriers tracking system and therefore your order may not be traceable quite yet.

 

To track your order:

 

  1.  Start by checking your e-mail. Emails will be sent to keep you up to date on the status of your order periodically.
  2.  Once you receive the tracking number for your order, you can track it by clicking the link provided in the shipping confirmation e-mail, or by visiting the shipping carriers site and entering your tracking number into their tracking locator..

 


Any questions regarding the status of a package that has been given a tracking number should be directed to the shipping company (UPS or US Postal Service).

 

 

Delivery of Your Items

 

Your items can take anywhere from 3-8 full business days for delivery, depending the shipping method you select, and where you are located.

 

Items are only shipped during regular business days (Monday-Friday, excluding federal holidays). Therefore, if you receive an e-mail notifying you that your items have been shipped during a weekend or federal holiday, your order will not go out until the next business day.

 

Due to their weight and size, items that are shipped via a freight trucking company will arrive within an additional 7-14 full business days after leaving our warehouse. For more information about the delivery of an oversized item please contact our customer service department.

 

Please consider the availability of your item:

 

AVAILABILITY: Any in stock items will leave our warehouse within 1-2 business days.

 

The availability tells you when we expect to ship your item from our warehouse. The shipping method you then choose will determine how quickly your order will arrive. For example, if your item is "In Stock" it will take 1-2 days to leave our warehouse. If you then select "Overnight" shipping, it may actually take 2-3 days for your order to arrive.

 

***Note: If the billing address on your order does not match the address your credit card company has on file, your order may be delayed while we contact you. We do this to protect ourselves and to protect you from identity theft!

 

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I want to place an order

 

 

Finding Products

 

There many ways to find the products you are looking for on Snowboards.com, but the easiest ways are to use our "search box" by typing the keywords or keyword you are looking for, or by navigating through our category links found on the home page. Upon using either of these methods, you will find a numerous sorting and features to help you narrow our selection down to exactly what you are looking for.

Learning More about Products

 

For more information on a product found on Snowboards.com, simply click on the image or title of an item. This will take you to our detailed product page which provides a complete description and picture of the product, and will also show any additional sizes and colors of the product. You will also be able to view any available reviews, videos or buying guides specific to the product. These will help educate you on the product as well as aid you in your purchase.

 

Adding Items to Your Shopping Cart

 

To add items to your Shopping Cart, follow these simple steps:

 

  • To start, if necessary choose the size and/or color of the item that you want to add to your cart from the options to the right of the product picture. If the item does not come in multiple colors or sizes, move on to the next step.
  • After you have chosen your size and/or color, you will then need to choose the quantity of the item you want, again to the right of the product image.
  • Once you have completed these steps, you will need click the "Add To Cart" button on the right side of the screen. The item will now be in your cart. You have the ability to either continue shopping or proceed to the checkout page, but you can edit your cart at any time.

 

If a size or color is listed as out-of-stock it will not allow you to add the product to your cart. In the event an availability date is not posted please contact us. We also offer new items that have yet to arrive for pre-order. These items are noted as such and will provide the estimated ship date next to the specific item. Pre-order items can be added to your cart and purchased, but will not ship until the product has arrived and is available.

 

Calculating Delivery Time

 

Delivery Time = Warehouse Processing Time + Shipping Time

 

When calculating delivery time, please consider the availability of your item:

 

Availability: Any in stock items will leave our warehouse within 1-2 business days.
The availability tells you when we expect to ship your item from our warehouse. The shipping method you then choose will determine how quickly your order will arrive. For example, if your item is "In Stock" it will take 1-2 days to leave our warehouse. If you then select "Overnight" shipping, it may actually take 2-3 days for your order to arrive.

 

We value our customers' security and privacy very much and we take many precautions in verifying the security and privacy of our orders. Due to this reason, most orders take a minimum of 24-48 hours to leave our warehouse, before entering the shipping process.

 

Making Changes to Your Shopping Cart

 

The following changes can be made to your shopping cart:

 

Updating the quantity

 

Type the amount you want and click the update quantity link.

 

Removing an unwanted item from your cart

 

To update the quantity of an item, simply type in the quantity you wish to purchase and click the "Update Quantity" link.

 

Editing the size/color of an item in your cart

 

To edit the size or color of an item in your cart, click the title of the product to return to the product page and make a choice between the available colors and sizes. You will still need to remove the original item from your cart by choosing the "remove" button.

 

Return to shopping

 

If you wish to leave the cart to continue shopping you can store the items you can use the cart to store the items have already picked out. Click the "Continue Shopping" button on the left above the items in your cart. You will be returned to the previous category pages you had been browsing. At any time during your shopping experience, you can return to your shopping cart by clicking My Cart located in the top right corner of the site.

 

 

Proceeding Through Checkout

 

During checkout, please keep in mind:

 

  • The billing address that you enter must match that of the credit card you use for payment for security reasons.
  • When selecting a shipping method, it may take 1-2 business days for your order to be processed in our warehouse before it is shipped.
  • To review your order carefully. Once your order is submitted you will have to contact us to make any changes.

 

Once you have added all items that you wish to purchase to your cart, you can begin the checkout process buy clicking on the "Proceed to Checkout" button located on the right side of your cart. If you are a returning customer you are welcome to log-in to your account before you proceed to checkout or you will be prompted to log-in or create an account during checkout.

 

  1. Reviewing your order To start, you will be able to review your order and the item(s) in your cart that you have selected. You will also be able to enter any coupon codes or gift certificates and must calculate and choose your shipping options. To choose your shipping options you will be prompted to enter your zip code which will allow the shipping costs (including any free shipping options) to be displayed. Once you have reviewed your order and have chosen your shipping method you will need to click "Proceed to Checkout." Here you will log-in or create an account.
  2. Logging-in and creating an account In this portion of the process you will be asked to enter your e-mail address to check if an account already exists.
    • If you already have an account you will be prompted for your password and be taken to the billing and shipping information page. Your existing billing and shipping information has been stored and will show up, but you will be able to edit it if a change is necessary.
    • If you do not have an account you will be taken to the billing and shipping information page. Here you will be able to enter your billing and shipping addresses and enter in your new password for the account that will be created. This information will be stored for any future orders you may place using this login.
  3. Billing and Shipping information You will now either enter your billing and shipping information, or be able to edit your existing address information. If your billing address is the same as your shipping address, you can enter your billing address and then leave the shipping address fields blank. Your billing address will be used as your shipping address. It is important that your billing address matches the address that the credit card is billed. If these two addresses do not match, your order can be cancelled or delayed while we try to contact you. After entering the appropriate billing and shipping addresses you will need to choose a payment option. This can be either credit card or PayPal account. Once payment information is entered you then can review all of your information and the total of your order, if this is all information is correct you are then ready to submit your order. Click the "Submit Order Now" to do so and you will be then taken to the Order Conformation page.
  4. Confirmation PageYou will now be able to view your order confirmation page. The Order Confirmation page will display your order and all of the information you have entered. Your order number will also be available on this page. You may want to print this page for your records, but you will also receive this information via email within the next 24 hours.

 

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I have a question about an order I have received

 

 

 

Returns, Exchanges and Warranty Information

Return Policy

Days Since Delivery Condition Policy
0 - 45 Days New/Unused Full Refund for Original Purchase Amount (Less Shipping Costs)*
45 - 90 Days New/Unused Store Credit for Original Purchase Amount (Less Shipping Costs)
>90 Days New/Unused No Refunds Allowed
0 - 90 Days Used** No Refunds Allow

*Special Order merchandise shipping directly from the manufacturer is subject to a restocking fee up to 25% for returns and exchanges. Please contact customer service for details at 1-800-271-7500

How to Initiate a Return

  1. 1
    Complete the Returns Form Included In Your Original Shipment. If you've misplaced your form it can be found HERE.
  2. 3
    Contact Us for your discounted return label, the cost of which will be automatically deducted from your return.
    Click HERE to start a Chat Email Us at: ReturnLabel@snowboards.com Call Us at: 800-271-7500
  3. 4
    Drop Off your item(s) at Any UPS Location or UPS Box.

The processing time for a return is 3-5 business days (Monday-Friday, excluding holidays) upon receiving your item(s).

*For oversized or freight items (i.e. kayaks, stand up paddleboards, etc.) please contact our customer service department for a return quote

Prefer to ship it yourself? Use the address below, and drop your return off at your preferred shipping carrier. Just remember to contact us with your tracking information so we can keep you up-to-date on your return status.

Snowboards.com Returns Department

2240 Greer Boulevard

Sylvan Lake, MI 48320

Packaging your Return

To ensure a speedy refund, follow these guidelines when packaging your return item(s):

  • - All items must be returned in their original condition - This means that items should be unworn, unwashed, free of any stains, tears, scuffs or smells (i.e. smoke or pet hair)
  • - Items must be returned in the original packaging with any/all manufacturer tags and accessories
  • -
    If you are returning boots, snowboard boots, footwear or inline skates, please do not use the original box as the shipping box.
    Simply re-package the way they were sent to you in the original Snowboards.com shipping box or similar.

Exchanges

To exchange your new & unused item(s), place a new order and then initiate a return of your original purchase within 45 days.

This will ensure you receive your new item quickly and reduce the risk of it selling out. You will receive a full refund for items returned in New/Unused condition (minus any shipping costs) once they are received at our warehouse.

Warranty Information

Should your item have a defect, Our Customer Service Team would be happy to help you facilitate a warranty claim with the manufacturer. Snowboards.com does not pay for return shipping for warrantied items, the customer is responsible for the cost to ship the defective items back to Snowboards.com or the manufacturer. For full information, and to start your warranty process, call us at 800-271-7500

More Questions?

 

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