Our Commitment to Your Mountain Experience
At Peak Riders, we understand that finding the perfect snowboarding gear is as crucial as finding your perfect line down the mountain. We’re dedicated to ensuring your equipment meets the highest standards of performance and reliability. Our shipping and returns policies are designed with the same straightforward approach we apply to all our quality gear.
Shipping Information
Order Processing
All orders are processed within 1-2 business days after payment confirmation. During peak season, please allow up to 3 business days for order processing.
Shipping Methods & Timeframes
| Shipping Method | Carrier | Cost | Delivery Time | Available Regions |
|---|---|---|---|---|
| Standard Shipping | DHL or FedEx | $12.95 | 10-15 business days after shipment | Global (excluding Asia and select remote areas) |
| Free Shipping | EMS | Free on orders over $50 | 15-25 business days after shipment | Global (excluding Asia and select remote areas) |
Note: Delivery times are estimates and may vary due to customs processing, weather conditions, or carrier delays. International customers are responsible for any customs duties or import taxes.
Returns & Exchanges
Return Policy Overview
We accept returns and exchanges within 15 days of your receipt of items. All returned items must be in their original condition – unused, unwashed, and with all original tags and packaging intact.
⚠️ Important Safety Restrictions
For your safety on the mountain, we cannot accept returns on the following items once opened or used:
- Avalanche Safety Equipment (any opened or used items)
- Helmets & Protection Gear
- Opened Snowboard Goggles
- Used Splitboard Equipment
- Any items showing signs of wear or use
These restrictions ensure all safety equipment maintains its integrity and performance standards for your protection.
How to Initiate a Return or Exchange
Step 1: Submit Your Request
Email us at [email protected] with the subject line “Return/Exchange Request” and include the following information:
Subject: Return/Exchange Request – [Your Order Number]
Email Content:
Hello Peak Riders Team,
I would like to request a [return/exchange] for my recent order.
Order Number: [Your order number]
Item(s) to Return: [List the items]
Reason for Return: [Size issue, wrong item, damaged, etc.]
Preferred Resolution: [Refund / Exchange for (specific item)]
Your Full Name: [Your name]
Shipping Address: [Your address]
Thank you for your assistance.
[Your Name]
Step 2: Wait for Authorization
Within 1-2 business days, we’ll email you a Return Authorization Number and shipping instructions. Please do not send items back without this authorization.
Step 3: Package and Ship
Securely package the items in their original packaging with all tags and accessories. Ship to our headquarters at:
Peak Riders Returns
3341 Frank Avenue
Pittsburgh, US 15205
Step 4: Processing
Once we receive your return, we’ll process it within 3-5 business days and notify you via email.
Refund Information
| Payment Method | Refund Timeline | What’s Refunded |
|---|---|---|
| Credit Card/PayPal | 5-10 business days after return processing |
• Full cost of returned items • Original shipping fees (if returning entire order) • Note: Return shipping costs are customer’s responsibility unless return is due to our error |
| Bank Transfer | 7-14 business days after return processing |
Exchange Process
For exchanges, we’ll ship your new item once we receive the return. If the exchange item costs more, we’ll invoice you for the difference. If it costs less, we’ll refund the difference.
International Customers
Please note that any customs duties or import taxes paid on the original shipment cannot be refunded, as these are collected by your local government.
Damaged or Defective Items
If you receive a damaged or defective item, contact us immediately at [email protected] with photos of the damage. We’ll arrange a prepaid return label and expedite your replacement at no cost to you.
Questions? We’re Here to Help!
Our team of snowboarding enthusiasts is ready to assist you! Contact us at [email protected] and we’ll make sure your mountain experience starts with gear you love.
At Peak Riders, we’re committed to ensuring your satisfaction with every piece of equipment, because we know that reliable gear makes for unforgettable adventures on the mountain.
Ride safe, ride smart.
The Peak Riders Team