Frequently Asked Questions

Do you have more stock in store than online?

Yes, our two stores do have more options than what is available online as we do not always put stock online that has limited quantities and/or sizing.

If a size has sold out will you be getting more or can you order it for me?  

Depending on what it is specifically, more often than not we may be able to get more stock by ordering it from a supplier and if available this may take up to a week to arrive.

Do you offer lay-by?

Yes, we do offer lay-by in store but unfortunately not online.

Do you hire clothing and equipment? How much will it cost to hire…?

Yes, we have a large range of hire clothing and equipment available in both our stores. Unfortunately we can not offer rental online. Click here for our hire rates.

Are you open on Sunday and public holidays?

We open on Sundays during the northern (mid November – December) and southern (May – September) hemisphere seasons. Being a family owned and operated store we are generally closed on most public holidays. Click here for opening hours. Online sales are available 24/7.

What are your opening hours?

Our opening hours can be found by clicking here

Does your store offer a discount program or rewards card for regular customers?

Yes, we do have a loyalty program, please click here for more information about our loyalty program.

Do you  do ski and snowboard boot fitting and/or adjustments?

Yes, we do. We are happy to fit not only boots we sell but boots purchased elsewhere. We have a number of our staff who are qualified boot fitters having completed the Masterfit University – Certified Master Bootfitters recognised world wide.

How long does a boot fit take?

A boot fit is generally one to one and a half hours for the initial assessment however, depending on the requirements of your foot it may take a few visits to get the boots fitting correctly. Please see our blog re boot fitting.

Do I have to make an appointment to have a boot fit?

It is recommended but not essential to make a boot fit appointment. If you don’t make an appointment we usually have a boot fitter in store every day, however, sometimes the unforeseeable happens and it is not guaranteed whereas if you have an appointment a boot fitter will be there specifically for you. Please note that customers with an appointment will take priority over walk ins.

How long is a credit note / gift voucher valid for?

Credit notes and Gift Vouchers are valid for 12 months

Can you mount snowboard and ski bindings?

Yes, we can mount both drill and rail mount bindings. Please note drill mount bindings can only be mounted at our Keperra store. Click here for workshop prices.

Can you do work to my boots if I have purchased them somewhere else?

Yes we welcome customers irrespective of where they purchased their ski and/or snowboard boots The cost will depend on what is required to be done and is quoted on a job by job basis.

How much is it to tune my ski and snowboard equipment?

This varies depending on what you require to be done. Click here for our standard workshop pricing or contact either of our stores who will be able to advise on non-standard work.

How long does it take to tune my equipment?

Generally we allow a week turn-around for a standard full tune, however, if your equipment needs other repairs or our workshop is particularly busy then it may take a little longer.

If you need a tune or work done urgently then you can organise with our workshop manager a time to bring it (Keperra store only) to have it done. We will always try to work within the times you have available. A ‘quick’ repair though is not recommended. When dropping off equipment for tuning we will organise a due date for collection with you.

Do I have to make an appointment to have my equipment tuned?

You don’t need an appointment to drop off equipment however, if you need something done urgently it is a good idea to call ahead and make arrangements.

Do you wax ski’s/snowboards? How long does this take?

Yes, we do wax ski’s and snowboards. This can be done in either store. Waxing can be done whilst you wait unless we are super busy then it may take a little longer. For the best results wax should be applied and left on the board for at least a week before scrapping back. Click here for charges.

Does this item have a size chart?  What size should I purchase?

Unfortunately every product fits differently and therefore we cannot supply a standard size chart, however, if you are interested in a specific product and you are not sure of the size, we are happy to measure items for you.

When will I receive my order?

All shipping times can be found on our Shipping Options & Charges page.

If I need to exchange an item, how do I do so?

If you received your order and it doesn’t quite fit just give us a call 07 3855 4000 (option 3) or email us at [email protected] and let us know so that we can assist you and if necessary put aside the size you wish to exchange to. Then you can go ahead and send us back the incorrect size with an empty (ready to use) pre addressed post bag for us to post the correct size in to you. Currently PayPal offer to cover certain re-delivery costs. Click here for more details.

How do I wash my ski gear?

Caring for your snow gear is easy. The things to remember are:

  1. No Drycleaning
  2. No powder detergents

The rest you can read about in our blog Caring for your Snow Gear

We have products that we recommend and sell that are designed and are suitable to wash and maintain your snow clothing.

Is this jacket/ pants warm enough for …?

What you need to remember is that skiing and snowboarding is a sport. You get hot. Lighter jackets can be really good for this reason and are easy to layer under for extra warmth if needed. However if you always feel the cold than we recommend getting a down, primaloft or other heavier insulating jackets. If you are unsure, you can read our blog which further explains (to blog/s on how to choose gear and or waterproof and warmth etc)

Is this jacket/pants waterproof enough for…?

If you are unsure on how waterproof ratings work or what you should be looking for click here to see our recommendations and suggestions.

Travel quotes and holiday packages.

We are a specialist snow retail store and therefore we are unable to assist with booking holidays, however, we recommend booking your snow holiday through our travel partner MySnow who specialise in snow/skiing and snowboarding holidays not only in Australia but anywhere in the world. MySnow have an office in our Keperra store or you can go online and look at what you want in a holiday.

Need help or want to know something specific?

Email your query to [email protected] or complete the contact form and we will get back to you.