You’ve just received your new product but something doesn’t seem right? We understand that the toy’s we play on and the gear we wear to protect us from the elements are bound to take some abuse. Nearly all manufacturers understand this too and provide a warranty against defects and workmanship. Each new product sold by Time 2 Ride is covered by the individual manufacturer’s warranty. Please check the manufacturers website for information regarding their specific warranty policy.  Time 2 Ride act as the middle man between consumer and manufacturer. All final decisions regarding warranties and whether the item will be repaired, replaced or credited are made at the manufacturer’s discretion.

As an Australian Snowboard Retailer, we can only warranty products purchased from our store and website. Please have proof of purchase at Time 2 Ride available when dealing with any warranties. 

We will do everything we can to ensure that a faulty item is handled as quickly as possible but please note that warranty claims can take an indeterminate amount of time to process depending on products/manufacturer. Information like a detailed description of the issue, proof of purchase and clear photos of the product (and the issue) make your warranty process as fast as possible.

Steps for Processing Warranties

Step 1. Determine whether the damage should be covered by warranty rather then general wear and tear, misuse or neglect.

Step 2. Email us at time2ridejindabyne@gmail.com with a detailed description and CLEAR detailed photos of the issue. Please also include your original order number or proof of purchase

Step 3. Our customer service team will be in touch within 48 hours to let you know if there is any more information that we need to open your warranty claim.

Step 4. Your warranty claim will be forwarded to the manufacturer to determine if the product will be covered under warranty.

*The next step varies by manufacturer and on a case by case basis. You may be asked to bring or send the product back to us but our customer service team will be in contact with you regarding the next step. Initial shipping back to us during the warranty process is the responsibility of the customer. However, shipping costs after that will be covered by the manufacturer or Time 2 Ride. This includes regular shipping to return the item to you for all items replaced or repaired under warranty.

Things that are NOT covered by Warranty:

  • Normal wear resulting from standard usage that occurs over time.
  • Damage resulting from contact with objects.
  • Damage to product resulting from improper care or use beyond its design capabilities.
  • Parts, hardware, accessories that were lost or have gone missing AFTER receiving your product.
  • Boot damage caused by contact with a snowboards metal edges (commonly caused by contact with the edge when skating or resting your board on your boot when on a chairlift). 
  • Damage due to improper storage or drying (storing items when wet, storing items in direct sunlight, or in a drying room or a heating source that is too hot etc.) 
  • Goggle lenses fogging when the lens has been wiped or damaged on the inside of the lens or worn in the rain.
  • Cuts/abrasion on jackets, pants and gloves from snowboard/ski edges and snagging on foreign objects.

All final decisions regarding warranties and whether the item will be repaired, replaced or credited are made at the manufacturer’s discretion. If you have any questions please shoot us an email or give us a call. We want you to be able to use and enjoy the products you have purchased from us just as much as you do! We will endeavor to respond to all enquiries within 48 hours.