All transactions are processed in AUD.
All orders will be packed and shipped from Sydney within 12-24 hours excluding weekends. The only rare exception is if for one reason or another there's an issue with your order, in which case we'll contact you within the same time period. From here delivery times depend on what freight option you choose, your location and at the end of the day the speed of the postmans two legs. For any questions on delivery times, please send an enquiry by email or call us here.
CHRISTMAS - URGENT SHIPPING
You must use EXPRESS POST Option. Please use Aust Post guidelines for shipping. Most importantly make sure you are in the Australia Post Next Day Delivery network by clicking here. It is all major cities and most major regional areas.
Please note we can NOT guarantee its delivery at this time of year as we are not Australia Post. Technically you can order by midday Thursday Dec 22 to have it delivered on Friday the 23rd but we have suggested you order by Wednesday the 21st midday so there is more time for you to get your Christmas presents.
Australia Post Registered Post - 2-6 Business Days*
This option is FREE for all orders over $50. Orders under $50 will be charged freight.
Orders received before 2:00pm AEDST will be received within 1-6 business days under the Australia Post Registered Post option. This service can take longer to some rural areas, especially WA. If you are not present to accept your delivery, a card will be left to advise where your parcel can be collected. A signature is required for delivery of your item/s when using this service.
Australia Post Express Post - Next Business Day Delivery Guarantee*
Orders received before 12:00pm AEDST will be received the Next Business Day if you are located within the Australia Post Next Day Delivery Network - this is a guarantee on Australia Posts part. If you are outside this area you can expect up to 3 days, however Australia Post doesn't guarantee this timeframe.
This is a no signature required service. This means that the courier will generally leave your order at the front door or letterbox if you are NOT at the intended address. Once the parcel has been delivered to your shipping address, STM takes no responsibility for any damage or theft that may occur. If you will not be present to accept your delivery or you feel that your address is unsafe to have a parcel left unattended, we recommend choosing Regular Shipping where a signature is required. For this reason STM is not responsible for any Items that have been delivered using Express Post.
You can find out more about Australia Post EXPRESS Post by clicking here - Please refer to the 'National Delivery Network when looking at the Express Post option.
Please note - we reserve the right not to send some bulky items as they are occasionally just too big and they get refused by courier companies. This normally applies to items as large as Surfboards. Anything less and we are OK. If we dont send we'll advise and we'll refund you in full.
If you choose to pick up your order instead of having it shipped to your address, you will need to bring ID and the credit card used in the transaction. If you arrive, and do not have the aforementioned ID and credit card used in the transaction, we will not hand over the product/s. If you change your mind and/or cannot pick up the order, once it has been processed, please contact our customer service department for your shipping options.
STM - SNOW SURF SKATE is committed to providing exceptional customer service and quality products. We endeavour to make sure that all products listed are currently in stock and pricing is true and correct. Standard delivery time frames are between 3-10 business days; in the event that an ordered item is not available or we are unable to fulfill your order we will notify you within 2 business days to arrange an agreeable alternative item, a back order or a full refund.
The same conditions apply as mentioned below for Christmas excluding the 14 day return policy. You can return/exchange Christmas gifts up until Janurary 14, 2017.
Products Returned Within 14 Days Requirements
All products returned MUST be "as new" condition, 100 percent complete and contain ALL original manufacturer boxes with the original UPC code and packing materials, all manuals, blank warranty cards, accessories and any other documentation included with the original shipment. Any variance from these conditions could result in delay or forfeiture of your refund or credit. STM reserves the right to refuse a refund or exchange of any item that is not returned in the original packaging nor deemed as not in "as new" condition. Refunds are available within the 14 day return period.
Please note that the original freight charges will not be refunded. For example, if you are after a refund for something that cost you $100, freight on that item to you may cost STM $10. So your refund would be the $90. So its a full refund less the cost of the original freight from STM to you. For people who have paid extra for Express Post - the freight charge will be the shortfall of the cost of freight paid by STM and the charge paid by the customer.
You're not able to return items for exchange - if you want to change an item for a different size or colour, you'll need to place a new order as all returned items will automatically be refunded. We understand you may not want to be out of pocket for too long so in this case advise us on your return and we'll call you once we have made the refund and then you can buy the correct item at that time.
Non-Defective Goods Fee
For warranty claims on faulty goods, if we receive a product that is found to be non-faulty, a $15 non-fault fee will be payable. The customer will have to pay for the shipping cost before the non-faulty item is returned to the customer.
Shipping charges on returned items are the customer's responsibility. STM will not pay for shipping for non-faulty or non-defective items and the customer will pay for return delivery. STM will only cover the shipping cost of the returned item if the wrong item was sent to the customer. In the chance that an incorrect item is sent - the first step is for the customer to get in touch via email or phone with STM. From here, STM will arrange for some return labels to be emailed for the customer to print them out and attach to the parcel. Once on, the customer is required to drop this into their local Australia Post Office. If a customer decides to send on their own accord and not through the process mentioned above, they will do so at their own cost.
Defective Goods Policy
Defective returns can be returned directly to STM. Please note we are a representative of the brands and the warranty claims are all processed through each brand. If outside the 14 day return period, the customer is required to pay all freight costs. All warranties that can not be done directly with the brand are to be sent to STM (426 Oxford St, Bondi Junction, NSW 2022). We will arrange the return of the item to the brand and represent you for the claim. The claimant (you) is to cover all freight charges relating to the claim. This includes postage to and from STM and the Brand.Manufacturer restrictions and time frames do apply.
Non-Defective Goods Policy
Although STM is not liable to provide refund or credit note if the customer simply changes their mind or the customer finds the goods cheaper elsewhere, we will accept returns within 14 days from the invoice date. Original shipping charges are NOT refunded on returned items. STM reserves the right to authorize product returns beyond 14 days from the invoice date.
STM offers a 14 day return policy on items based on manufacturer return policies. For further information not listed, please contact customerservice 'at' stmonline.com.au.
**Note: Refunds on purchases made with a credit card will only be credited to the same card and through Paypal.
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