Customer Help

How can we help?


Please read through our frequently asked questions, or if you still can't find the right answer don't hesitate to get in touch with us by emailing us at SUPPORT@PACIFICBOARDER.COM or giving us a call: 1-888-262-7337.

Shipping, Returns & Exchanges

What is the shipping policy?

Once your order is placed, you will receive a confirmation email letting you know that our fulfillment team has received your order. Once your order is fulfilled, you will receive an email notification with your tracking information. Shipping fees are non-refundable in the case of returns.

Do you ship overseas?

No, we only ship within Canada.

What is your Free Shipping policy?

If your order total is CA$99* or more before taxes, you're eligible for free shipping within Canada on almost all items. Past season sale items at 40% Off or more are excluded from this policy. Unfortunately we cannot ship bikes.

*Exclusions include sale items discounted at 40% Off or more.

Special Orders are subject to conditions. FIND OUT MORE.

How do I calculate shipping?

Once you've added an item to your cart, you can click the cart (top right) and generate a shipping quote by inputting your information in the bottom right before you check out.

How long will be order take to reach me?

Your order will be shipped via Canada Post within 2-3 business days after placing your order. Orders are shipped on business days only (Monday to Friday). If there are any delays, we will contact you to let you know. Exceptions apply - Please allow extra days for national holidays/ weekends. Due to security restrictions, we are unable to ship orders to PO Box addresses.

Can I return a product that I purchased online?

Yes. 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.

See our Return Policy for more details.

If I purchase something online, does it have a warranty?

Yes. If a product sold by us is damaged as a result of a manufacturer defect, please contact us at support@pacificboarder.comand we will direct your claim to the manufacturer.


Do you offer in-store pick-up?

Yes! When you check out, simply select 'In-Store Pick-Up' and your order will be prepared for pickup within 2-3 business days. Our online order pickup location is across the street from our store at 1766 W. 4TH AVE, VANCOUVER, BC, V6J 1M1. We are open Mon-Sat 10am-6pm, Sunday 11am-5pm.

What types of payments do you accept?

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.

All prices are listed in Canadian dollars. 

Do you take orders over the phone?

Unfortunately, we are not able to take orders over the phone. Due to security reasons, we need all orders to be processed online through our payment processor. This keeps your information confidential and safe.

What are the terms for flash sales/ limited discounts?

All Flash Sales and Limited Discount codes are valid online ONLY.


Get in touch

Have questions about your order, or a general enquiry?