Shipping and Returns
Shipping over Christmas, New Year and the January school holidays are limited depending on which products you are wanting to purchase. Please email, call or text 0425 753 673 with specific enquiries. See below for further details:
Plus Snow – Plus Sized Products – Limited shipping from 21st December – see full details here
XTM – No Shipping from 20/12/17 to 08/01/18
Rojo, POW, Elude – No Shipping from 21/12/17 to 02/01/18
Swany, Karbon – No Shipping from 19/12/17 to 04/01/18
Attiba & Lenz Heater products – No shipping on public holidays. Shipping might not be processed on the same day.
Giro, Kamik - No Shipping from 22/12/17 to 02/01/18
Douchebags – No shipping on public holidays
FREE Shipping for orders over $99.95 and Jewellery items over $30
Free shipping is done by Australia Post - note that regular Aussie Post shipping times and terms apply, and most items are shipped the same or next business day.
Jewellery items are independantly 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)
Signature on delivery is not included and can be purchased for an extra $2.95 for Australia Post shipments
Insurance cover is not included and can be purchased for $1.50 per $100 cover. You must add $2.95 Signature on Delivery for anything over $300. These charges apply to Australia Post shipments.
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, and Adelaide, however it may mean that your goods will come from muliple locations, and arrive at different times. You will not be charged multiple shipping costs for this.
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), plus sized snow gear, 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 normally processed the same or next business day of your order, and always 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 terms and 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. Refunds, returns and exchanges are understandable and welcomed as required.
You may return your items within 14 days of purchase for a refund or exchange provided that the terms meet our return policy/procedure as listed below. We recommend you send your return with tracking for your security.
We can not offer free shipping a second time for 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. Traditional exchanges are also welcomed, they just take longer.
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.
1. All returns must be pre-authorised by Ski & Board Online. Please e-mail us with the details of your return before returning them to a specified address. This may be a different address for different brands. 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 receipt and a note explaining your wishes. 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. Items to be returned must arrive in an unworn, unused, resalable condition, complete with original tags and packaging (no dog hair please!).
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. Shipping costs are not refundable. If you qualified for free shipping (for orders over $99.95) 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. Attiba Apres Boots may be returned for an exchange of size or colour only. Sorry, no straight refunds.
You will receive your refund or exchange within 1-5 business days of receipt of your parcel.
If you have a question concerning a return, please contact us
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.
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. Including pictures is great.
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.