Shipping and Returns
MERRY CHRISTMAS AND HAPPY NEW YEAR! Limited shipping days over the next couple of weeks...
Most warehouses are closed over the Christmas and New Year period and do not open for shipping until 2nd-5th January.
Unfortunately due to this break, most items on our website are unavailable to be shipped until their specific re-opening date (see below)
ATTIBA - Only closed main holidays. New shipment of stock Due 29th December
DOUCHEBAGS - Closed til 4th Jan
ELUDE - Closed til 3rd Jan
GIRO - Closed til 2nd Jan
KAMIK - Closed til 2nd Jan
PLUS SNOW - Only closed main holidays until 28th December. Closed 29th Dec - 3/4th January
POW - Closed til 3rd Jan
ROJO - Closed til 3rd Jan
SNOKART - Closed til 3rd Jan
SPORTUBE - Closed til 5th Jan
SWANY - Closed til 5th Jan
XTM - Closed til 3rd Jan (Plus size XTM items, see PLUS SNOW shipping)
We are sorry for the inconvenience this may cause, but unless we take some time to be with our families, we can't get the break we need to provide you with the best customer service experience possible. Thank you for your understanding and we hope you also get the break you deserve.
FREE Shipping for orders over $99.95 and Jewellery items over $30*
*Conditions apply - Toboggans and Large bags/luggage.
*Jewellery items are shipped for free if they total over $30
Free Pickup is available from Surrey Hills or Camberwell, Victoria for marked specified items only (Image shown in item images)
Shipping your Snow Gear
Your goods will be shipped directly from the warehouse where it is stored. This will always be within Australia, usually from Melbourne, Torquay, Sydney, Byron Bay and Gold Coast, however it may mean that your goods will come from muliple locations, and arrive at different times. Regardless, the shipping charge will be the same.
Melbourne Pick Up (FREE PICKUP) - Available on specific items only - as marked
We still have an option at the checkout 'FREE PICKUP' and although we no longer have a store from which you can collect, kindly, our old neighbours have agreed (for now) to be a pickup point for people who purchase online. This is a builders office and they operate business hours Monday to Friday 9.15am-4.00pm. They are next door to the old shop at 449 Canterbury Road, however their address is Stosius Constructions, 457 Canterbury Road, Surrey Hills, VIC. This option should be used with consideration for those who operate their business there as they have no link to this business apart from being friendly neighbours.
This is only available for certain marked items (as shown by an image in the product item's images), snowball makers and Jewellery. Other items coming from warehouses around the country can not be collected from this location. If you are unsure, please choose 'in store pickup' if it suits you, and we'll let you know via email or phone everything you'll need to know about collection or possible extra delivery costs.
Tracking your Snow Gear
We will often provide you with one or multiple tracking numbers so that you can trace your items and sometimes a signature is required upon delivery. If you are not home, Australia Post or a reliable courier will either leave your goods or leave a card for collection or a later delivery. It may be worth considering the delivery address be a place of business so that your delivered goods are secure. Larger items such as apres boots and SnoKart bags often require a courier which means someone must be home to sign for your parcel.
Sometimes our tracking information emails go straight to your junk box, please check there first before contacting us.
Delivery Times for your Snow Gear
Orders are processed within 0-2 business days of placing your order.
Normal Australia post shipping times apply - check their website for specific estimates on irregular destinations:
- For local or major East coast city centres your order should take 1-3 days working days.
- All other areas of Australia will be normal Australia Post shipping time, say 5-7 working days.
- Larger sized orders may take longer
We will not ship to International destinations unless you buy from our www.PlusSnow.com.au website.
We cannot guarantee shipping times and are bound by Australia Post's shipping timeframe.
Express Post Shipping
Sometimes you may want your snow gear FAST, shipped Express Post and sent out ASAP. We can usually ensure express items are shipped same or next day.
Express Post shipping can be selected as a shipping option at checkout.
Australia Post offers Express Post Shipping which guarantees next business day delivery within the Australia Post network. Click here to see the Australia Post delivery network. Please note that if you are not within this network, then Australia Post does not guarantee shipping times to these areas.
Express Post Shipping is done via Australia post and still offers parcel tracking however it is not a 'signature on delivery' service so the parcel may be left at your door if you are not home. If you require a signature on delivery or extra insurance cover on your item/s, you can do this by contacting us via email once you have placed your order. There will be extra charges for this service.
Some warehouses ship Express Post items via courier for a faster and more reliable service. We suggest a business delivery address for this purpose to ensure your package arrives in the fastest time.
Refunds, Returns and Exchanges
We know how shopping online can be tricky. Exchanges are understandable and welcomed as required. We can not offer free shipping on exchanged items, however we offer a flat $10 regular shipping fee on sending out the exchanged item, and $15 for 2 items. The quickest way to arrange an exchange is to order and pay for your new item online asap, and after an email or phone authorisation, then send back your size which does not fit. Once it has been receipted, your refund will be processed, less any applicable shipping charges to be removed.
Sometimes we allow customers to buy two items in two different sizes or models, and return the one which doesn't fit, however, you will need to ensure this has been authorised first.
You may return your items within 14 days of purchase for a store credit* or exchange provided that the reason meets our return policy as listed below. Some brands have different return policies and procedures, and some brands have an exchange for size/colour policy only (Attiba boots). Most brands have a flexible return policy in this regard. We recommend you send your return with tracking for your security.
1. All returns must be pre-authorised by Ski & Board Surrey. Please e-mail us with the details of your return before returning them to a specified address. Extra costs may be involved if you return your item to the wrong location.
2. Any item to be returned must be shipped prepaid, within 14 days of the original purchase, together with your original receipt. If the item is receipted outside of this time frame a 10-30% restocking fee will be applied, depending on the item and the time of the winter season.
3. Any item to be returned must arrive in an unworn, unused, resalable condition, complete with sales receipt and original tags and packaging. We cannot refund shipping costs.
4. There is no return on sale items unless in accordance with the Trade Practices act 1974, or by prior arrangement. (We can try to be flexible on some items however)
5. If you qualified for free shipping (for orders over $100) and you return your item/s which would then disqualify you for free shipping, you will only be credited the amount you paid for the goods, less the cost of the shipping of your product/s. This is to ensure our free shipping rules are not taken advantage of unfairly.
6. Some items (such as Attiba Apres Boots) may be returned for an exchange of size only. If you are concerned about a specific product, please contact us and we'll let you know which ones have a more flexible return policy.
You will receive your store credit within 1-5 business days of receipt of your parcel. Shipping charges are not refundable.
If you have a question concerning a return, please contact us
*Store credit valid for 18mths
While we aim to service each customer to our fullest potential, each individual product we sell may be supplied by a different supplier who may offer different warranty terms. These may include a repair, replacement or store/supplier credit. Please note there is no warranty on pre-loved items.
Suppliers unfortunately do not offer reimbursement for inconvenience or related costs caused by a warranty claim.
If you have an item which you believe is under warranty it is important to:
1/ Phone or contact us immediately with details of the fault
2/ Stop using the product immediately
3/ We will provide you with further instructions as to whether we require photo proof, or you will be required to ship the product to be assessed for warranty by ourselves or our supplier. We will make every effort to ensure a solution is found in the timeliest way possible, and sometimes we will have authority to replace the item on the spot.
4/ Ensure your proof of purchase sales receipt is included with the product under warranty. We can only warranty items which are purchased from our business
Payment Methods Ski & Board Surrey's Online Shop
- Credit Card via Paypal's website
- Direct Deposit - Please contact us for further details.