Frequently Asked Questions - FAQ
Here are some answers to questions you might have. If you can’t find your answer here – please get in touch on 02 6456 2900 or at firstname.lastname@example.org
How do I contact customer service?
Phone: 02 6456 2900.
E-mail: email@example.com. If your request is time sensitive, please call us instead of e-mailing.
Hours of operation:
WINTER: 7am – 7pm 7 days
SUMMER: 9am – 5pm 7 days
When am I going to be billed for my order?
PAYPAL will confirm payment to us via e-mail – usually same day.
Where is my online rental booking voucher?
We send a confirmation email and rental voucher once we have received your online booking and payment entered it into our system.
This can take up to 3 business days. If you haven’t received confirmation after this time, please contact us on 02 6456 2900 or at firstname.lastname@example.org.
If you are booking less than 3 business days in advance – don’t worry! We can sort it out when you get to the store.
Does Alpine Sports ship internationally?
No, we do not.
Does Alpine Sports match competitors’ prices?
We’ don’t match competitor’s prices for gear rentals.
That’s because, unlike some competitors, we pride ourselves in maintaining a high-quality rental fleet that is well maintained and regularly replaced – so you can look and feel great on the mountain. We also believe that our prices are competitive, and offer specials for booking online in advance.
We will match competitors’ pricing at our discretion. The competitor must be an authorised retailer in Australia for the brand in question. This is important because most vendors require that an item be purchased from an authorised retailer for any product warranty to be honoured.
We are an authorised retailer for all brands that we sell. In addition, the item that we are matching must be in stock in the same style, season, size, and colour and be available for purchase on their website.
The price match must be completed at the time of purchase.
A price match cannot be combined with any other special offers or coupons.
How secure is my information when i place an order on the website?
While shopping or renting online we only use PAYPAL for complete security.
What should I do if I want to change or cancel my order?
Because we strive to provide very fast shipping, orders are processed within a few hours of being placed. If you would like to cancel or make a change to your order, please contact us by phone right away. We will make every effort to assist you, but we cannot make changes once orders have been packaged for shipping. If your order is shipped
before a change can be made, you can always return the item for a refund or exchange per our normal returns policy.
Why hasn’t my order been processed yet?
If there are any issues with your order, we will place it on hold. The most common reasons that an order can be held are: the billing information was entered incorrectly, an international credit card was used, or we need more information from you to properly fulfil your order. If your order is held, we will attempt to contact you. If we are unable to reach you within 2-3 business days, your order will be cancelled. We can always place a new order with the correct information.
Where is my order?
As soon as your product ships, you'll receive an email with a tracking number. Your order may be sent in separate packages. If one or more of the items you ordered are not in your shipment, they should arrive soon. For confirmation, please feel free to contact us.
What do I do if I have a problem with my product?
If a problem arises during use of your product, it may be eligible for repair or replacement under its manufacturer’s warranty. Every brand’s warranty policy is different, and is usually listed on their website. Some manufacturers prefer that you send the product directly to them, and others require that you first return it to us. For all warranty claims you are responsible for the return shipping back to you.
Please keep in mind that most manufacturers only cover specific defects in workmanship, not damage caused by wear and tear, and we must defer to the decision of the vendor. If you think that your product is defective and eligible for warranty, please call us so that we can go over the warranty procedure with you and determine the best course of action.
We will work with you every step of the way to ensure your warranty claim is resolved to your satisfaction.