Square Boardshop: Customer Support

So you have your new stuff and you have been using it, all going well. If in the rare case that something goes wrong with your item then get in contact with our Customer Support. In general most manufacturers offer a 1 year guarantee on their items against manufacture faults, so if your item suffers a problem during the warranty period under normal use you should be able to get it repaired or exchanged.

What to do if the item is faulty?

Send us an email with your order number and full name. Describe the problem in the email and if you have a camera email us an image, or multiple images, of the problem. Then we can check out the problem and see if in our opinion the item should be returned. If we are not sure we send the photo and description to the manufacturer to see what they say. By doing this it means you don’t spend money sending something back that is not faulty.
If we agree there is a problem with the item, return it to us and we will send it on to the manufacturer. We pay to send it to the manufacturer so you have to cover the costs of sending it to us.
We wait for an answer from the manufacturer (time varies with each manufacturer), they will then inform us if the guarantee claim has been accepted and what they will offer you. If the item does have a fault they will usually send a new replacement, or if that exact item is not in stock they will send an upgrade. If the manufacturer decides your claim is not valid as the item does not have a fault or it was broken due to improper use, the manufacturer will send the item back to us or will in some cases off you a reduction on a replacement. In such circumstances we will contact you.
When we receive a replacement we send it to you on our costs.
So now you can be safe in the knowledge that all items purchased come with the full manufacturers guarantee and we are there to help you to deal with any problem on items purchased from us.

Points to remember.
Most snowboard companies will not offer a board replacement if the break is from rail sliding damage, impact damage on sidewalls or the break of a tail from a hard landing.

Still got questions?
Then check out our Frequently Asked Questions and you are sure to find the answer you need. If not then simply contact our Customer Service!