Welcome to the Snowboard Lab FAQ page. We’re here to help you get the right gear and ensure you have the best experience possible. If your question isn’t answered below, please reach out to us!
Shipping & Delivery
How long will it take to receive my order? Our estimated delivery timeline for the USA is as follows:
- Handling time: 1–2 business days (Monday – Friday)
- Transit time: 6–8 business days (Monday – Friday)
- Total Estimated Delivery: 7–10 business days. For more details, please refer to our Shipping Policy.
Do you offer free shipping? Yes! We offer Free Shipping on all orders within the USA, with no minimum purchase required.
Do you ship internationally? Currently, we ship exclusively within the United States to ensure the fastest and most reliable service for our riders.
How can I track my order? Once your gear has shipped, we will email you a tracking number. You can monitor your package’s journey directly via the carrier’s website.
Payments
How do I pay for my order? Since we manually verify stock to ensure you get exactly what you need, we use a two-step process. You can pay via Bank Transfer or Apple Pay. After you place your order, we will email you the specific bank details or a secure Apple Pay link to complete your purchase.
Why is my order “On Hold”? Orders stay “On Hold” until payment is verified. Once we receive your Bank Transfer or Apple Pay confirmation, we move your order to “Processing” and get it ready for shipment.
Returns & Refunds
What if I receive a defective product? If your gear arrives damaged or defective, we will replace it or offer a full refund at no cost to you. Please contact us within 30 days of delivery. See our Return Policy for details.
Can I cancel my order? Yes. You can cancel your order for a full refund at any time before it has been shipped. Please contact us immediately if you need to make a change.
What is your return policy? We offer a 30-day return window for unused gear in its original packaging. If you change your mind, you are responsible for the return shipping cost. We do not charge any restocking fees.
When will I get my refund? Once we receive and inspect your return, refunds are typically processed within 7 business days. The funds will be returned via your original payment method.
About Snowboard Lab
Where is Snowboard Lab located? We are based in Jurupa Valley, California. We ship all our gear directly from our US-based facilities.
Do you have a physical store I can visit? We are currently an online-only store. This allows us to keep our overhead low and offer the best possible prices and a wider selection of premium snowboards to riders across the country.
How can I contact customer support? The best way to reach us is via email at support@snowboardlab.com or through our Contact Us page.
Contact Information
Store Name: Snowboard Lab
Address: 7794 Longs Peak, Jurupa Valley, CA 92505
Email: support@snowboardlab.com
Phone: (707) 340-4593
Customer Service Hours:
- Monday – Friday: 9:00 AM – 5:00 PM (PST)
- Saturday – Sunday: 10:00 AM – 3:00 PM (PST)
Response Time: We aim to reply to all inquiries within 1–2 business days.