Returns & Warranties
At Pacific Boarder we value our customers, always trying to meet their expectations. Detailed below are our policies regarding exchanges, refunds, and returns.
If you have any questions not answered here, feel free to get in touch with us by emailing support@pacificboarder.com or giving us a call at 1-888-262-7337. Monday to Saturday: 10am-6pm, Sundays: 11am-5pm
| RETURN POLICY | Items purchased in-store & on PacificBoarder.com 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, original packaging, unused/unworn with tags attached and accompanied by the receipt. |
| IN-STORE RETURNS | Pacific Boarder has a location in Kitsilano. We would be happy to return your item in-store for a full refund, exchange or store credit. Items must be in their original condition, original packaging, unused/unworn with tags attached and accompanied by the receipt. In-store returns are subject to our standard return policy. |
| ONLINE RETURNS | Items ordered for local pick-up or shipment can be returned in person at our Online Order Pick-up location at: 1766 W4th Ave, Vancouver, BC, V6J 1M1 Online orders can also be shipped back to our Online Order Pickup location at the above address, subject to our standard return policy. A prepaid return label can be provided upon request and deducted from the refund total or purchased directly from your preferred courier; buyers are responsible for return shipping costs. Please reach out to our customer service ahead of time. Obtaining a tracking number is also recommended when shipping independently. |
| EXCHANGES | If you'd like to exchange an item, please get in touch with us by emailing support@pacificboarder.com or calling 1-888-262-7337 so we can confirm stock and assist you in the exchange process. We recommend returning your original order for a refund and proceeding with a new order to expedite the process and ensure that stock for the replacement can be secured and processed at the earliest convenience. Exchanges must be made within 30 days of purchase, and items must be in their original condition, in their original packaging, unused/unworn with tags attached and accompanied with proof of purchase. A prepaid return shipping label can be provided at your request and deducted from the refund total, you are otherwise responsible for arranging return shipping and the associated costs. |
| FINAL SALE | The following items are exempt from our return policy and are considered Final Sale:
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| RESTOCKING FEE | Online purchases returned in-store that qualified for free shipping, returns outside our standard returns policy, and returns of 50% or more of the value or total items purchased may be subject to a restocking fee based on processing and shipping costs. If you are unsure about your size, we strongly encourage customers to visit one of our locations to avoid restocking fees and receive the best service possible. Product can be requested for in-store hold by contacting our locations directly. |
| CANCELLATIONS | Request for cancellation must be made prior to order fulfillment; late cancellations may be subject to restocking fees. |
| WARRANTY | 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. 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. |