Returns & Warranties

At Pacific Boarder we value our customers, always trying to meet their expectations. We understand that sometimes the item you ordered is not exactly what you were looking for or it doesn't fit perfectly.

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.

Items purchased online can only be returned at our In-Store Pick-Up location.

CONDITIONS:

1. Returns are accepted within 15 days from the original purchase date and up to 30 days for an exchange or store credit. 

2. Merchandise must be unworn/unused, in its original condition and accompanied by the original receipt or packing slip.

3. This Return and Exchange Policy applies to online purchases made through pacificboarder.com.

Please note: Returns outside of the 30 day purchase or pickup window, or a return of 50% or more of the total item/s purchased may be subject to a re-stocking fee.

Only items in their original condition will be accepted for credit. Items that show signs of wear such as stains, washing, etc. or missing tags will not be credited.

Bathing suits and undergarments are Final Sale. Special Orders are Final Sale.

HOLIDAY RETURN AND EXCHANGE POLICY

IN-STORE

We will accept returns until Monday, January 9th, 2023 for a full refund. Returns must be accompanied with the original receipt, product must be unworn with the tags still attached. Removal of price is ok, however barcode must still be attached. Returns can only be put back onto the original form of payment.

Exchanges/Gift returns will be accepted until Monday, January 23rd, 2023 or 30 days from purchase date – whichever is later, for the same value or store credit gift card. Product must be accompanied by an original or gift receipt. Product must be unworn with the tags still attached. Removal of price is ok, however barcode must still be attached.

No returns or exchanges on December 26th or 27th, 2022.

ONLINE

Returns will be accepted until January 23rd, 2023 or 30 days from ship date, whichever is later. Product must be in its original condition with tags and appropriate packaging. The customer is responsible for shipping costs.

RETURNS BY MAIL:

After contacting our Support Team to initiate a return, simply pack your item(s) and return by mail to:

Online Sales Returns
1766 West 4th Ave
Vancouver, BC
V6J 1M1

Please note: Buyers are responsible for return shipping and insurance costs, except in the case of a Pacific Boarder error. Shipping labels must include all details regarding the parcel in order to avoid customs clearance fees. Pacific Boarder reserves the right to refuse a return with insufficient information or to deduct the customs clearance fees from the amount to be refunded. We strongly suggest obtaining a tracking number. *We reserve the right to charge a re-stocking fee or refuse a return if the conditions outlined above are not met.

To make your return via mail, product must be in its original condition with tags and appropriate packaging for transit, in its original condition with tags and/or packaging as well as any parts or accessories. 

RETURNS IN-STORE:

We would be happy to return your item in-store for for a full refund, exchange or store credit if this option is more favourable to you. To make your return in-store, you only need two things:

1. Your merchandise, in its original condition with tags and/or packaging as well as any parts or accessories. 

2. Your original receipt.

ONLINE RETURNS IN-STORE:

We would be happy to return your item quickly and efficiently at our In-Store Pick-Up location (1766 W. 4th Ave, Vancouver, BC, V6J 1M1) for a full refund or store credit if this option is more favourable to you.

To make your return in-person, you only need two things:

  1. Your merchandise, in its original condition with tags and/or packaging as well as any parts or accessories. 
  2. Your original receipt or packing slip.

EXCHANGES:

We are unable to offer direct exchanges/holds for online orders. Please see the return instructions above and place a new order for the correct item you need. This allows the product to be set aside promptly & shipped to you without delay. All returns will be refunded once they are received and processed.

HOW TO CONTACT US IF YOU HAVE QUESTIONS ABOUT YOUR RETURN:

Simply send us an email to support@pacificboarder.com with the subject: RETURNS.

WARRANTIES:

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

All warranties related to product defects are covered by the individual manufacturer's warranty. (Please check the manufacturer's website for information regarding their specific warranty policy.) The manufacturer will make all warranty decisions and we will either put you in contact directly to manage the claim or liaise on your behalf.

See the below brand warranty policies:

Burton, Dakine, Capita, Smith, Vans, North Face, Volcom, Jones, Lib-Tech/ GNU/ Bent Metal/ Roxy, Ripcurl, XCEL, O'Neill.

Please note: Warranties do not cover problems resulting from impact, misuse, abuse, or neglect. This includes cosmetic issues, top sheet dents or chips from crossing your board and getting hit in the lift line. Manufacturer defects are considered issues related to the structural integrity of equipment and apparel.

Some products are required to be sent off for a warranty evaluation and are not guaranteed to receive a replacement. Pacific Boarder is not responsible for the outcome of this decision as it is made by the manufacturer. There are NO refunds on warranty products.