Customer Service
Everyone at Pacific Boarder is committed to delivering the very best in customer service.
• For all store related queries please call us direct: 604 734-7245
• For online order support incl. returns call: 1-888-262-7337 or email: support@pacificboarder.com.
We're available Mon-Fri 10am-6pm, Sat-Sun 11am-5pm (PT).
Returns & Replacements | Shipping & Delivery | Privacy & Security | Ordering
Payment, Pricing & Promotions | Viewing Orders | Updating Account Information
RETURNS & REPLACEMENTS
At Pacific Boarder, we understand that sometimes the item you ordered is not exactly what you're looking for.
Items purchased in-store & online can be returned for a full refund up to 15 days from the original purchase date and up to 30 days for an exchange or store credit. Items must be in their original condition accompanied by the original receipt.
Online purchases returned in-store that qualified for free shipping will be charged a restocking fee to cover costs. We offer free in-store pick-up to avoid these fees.
* Please note that if the above conditions are not met, Pacific Boarder reserves the right to refuse return processing.
If you have any questions, please email us at support@pacificboarder.com with the subject: RETURNS & your order number.
SHIPPING & DELIVERY
Your order will be shipped by Canada Post within 2-3 business days. Exceptions apply - Please allow extra days for national holidays/ weekends. Due to security restrictions, we are unable to ship orders to PO Box addresses.
Please note: orders shipped via third-party parcel forwarding services outside of Canada are shipped at the risk of the customer.
FREE SHIPPING
If your order total is CA$99* or more before taxes, you're eligible for free shipping within Canada on almost all items.
Unfortunately we are unable to ship larger items such as Surfboards and SUPs. Special Orders are subject to conditions.
*Exclusions apply.
IN-STORE PICK-UPS
In-Store Pick-Ups will be available for collection at our Pick-Up Location (across the street) within 2-3 business days. Please note: this can vary depending on the time of year and order volume.
- 1766 W. 4TH AVE, VANCOUVER, BC, V6J 1M1
- MON-FRI 10AM-6PM, SAT-SUN 11AM-5PM
Please note: You will receive an email from us confirming when your order is ready for pick-up. Please have your order number and details available when picking up at the store. If you're coming from out of town, we recommend calling us ahead at 1-888-262-7337 to verify that your order is ready for collection before you arrive. Read more here.
PRIVACY & SECURITY
Pacific Boarder takes online security very seriously.
We use a server certificate to enhance your confidence in our identity when you log in or conduct a transaction and we use secure sockets layer (SSL) technology to protect data transmissions.
Because we have invested in the latest technology which encrypts the information as it is sent to us, you can be assured that our credit card payment facility is secure.
ORDERING
To purchase an item, select your color and size, then click 'ADD TO CART'. Once you've finished shopping, you can go to the checkout by clicking on the shopping bag icon in the top right corner of your screen.
If you do not want to enter all of your details, you can check out as a guest. However, if you choose the 'Register' option, you will be able to use your e-mail address and password to sign in for future visits to our site, eliminating the need to enter your address and personal information again.
When you are ready to finalize your order, select 'CONFIRM ORDER'. You will be sent an email confirmation if you have registered your email address.
PAYMENT, PRICING & PROMOTIONS
We accept most major credit and debit cards incl Visa, MasterCard, Amex, Apple Pay, Google Pay and Shop Pay.
The card must be registered to the account address.
We are unable to accept Cards that are due to expire within the next 5 days.
Card details are checked and verified by a third party and goods are dispatched once authorization has been obtained.
VIEWING ORDERS
Once your order has been dispatched you will be sent an order tracking email, which will allow you to track your order.
Please ensure that your registered email address is correct to receive this service.
UPDATING ACCOUNT INFORMATION
Updating Account Information
When you want to access your account you will be asked to sign in.
Please enter the email address and password that you used when you opened your account.
If you forget your password, you can retrieve it by clicking the 'Forgot my password' link.
You can also update your account information at any point by logging in to your account and clicking ‘Edit’.
Email – support@pacificboarder.com