• When will my order ship?

    Orders placed with a standard shipping method will take 2-3 business day to process.

    If you selected an expedited shipping method, the processing time is 1-2 business days.

  • How can I track my order?

    You will receive a shipping confirmation email once the order has shipped from our warehouse. It will contain information to track your order. You can also view the tracking information by

    clicking here. Please keep in mind that delivery time frame begins calculating once order has shipped from the warehouse.

  • Can I cancel an order?

    Unfortunately, we are unable to modify or cancel an order once it has been placed. You are welcome to return items if you no longer wish to keep once they are received.

  • Why was an item canceled from my order?

    Unfortunately, orders or parts of an order may be cancelled by our system for various reasons.

    Possible reasons include:

    • - We are unable to ship to the address provided.
    • - Your item has become unavailable at the time of packing.
    • - We are having difficulty processing your payment information.

    If your order/ item(s) are cancelled, you will receive notice via email. Please keep in mind that you will not be charged for any cancelled item(s)/ order.

  • How do I return an item?

    RETURN GUIDELINES

    If the item(s) your returning meet our Return Policy please see instructions below.

    • Merchandise must be returned within 30 days from the date of purchase.
    • Customers are responsible for any return costs.
    • We suggest obtaining proof of return and retaining it until your refund has been processed.
    • You will be notified via email throughout your package journey and once your refund has been approved.
    • Returns will be processed within 5-7 days of arrival at our warehouse.
    • Once approved, allow 2-4 business days for funds to appear in your account.
    • Please include the original order number on the package.
    • Please select a carrier of your choice and send any unwanted items to the following address:

    Elementbrand.com
    C/O A52 Returns
    2360 192 St. Unit #110
    Surrey, BC V3Z 0N2

  • Can I exchange an item?

    Unfortunately, we are unable to create exchanges. If you would like to create a return please see instructions below to create a return. We only accept returns for purchases placed online at elementbrand.com

    Click here for return instructions.

  • How do I check the status of my return?

    Canada returns are required to be sent back using a carrier of the customers choice. We recommend tracking the package based on the selected carrier. Once the package has been received by our facility, please allow 7-10 business days to complete.

    Additional processing time may occur based on your financial institution.

  • Do you restock items?

    Due to the fact that a majority of our inventory is seasonal, this usually means that once an item or size is out of stock, we will no longer receive more to sell. We recommend checking our website frequently for the most updated inventory and item availability.

     

  • How do I submit a warranty claim?

    Please contact warranty.usa@boardriders.com  when doing so, please include:

          • Your name
          • Product number/color/size
          • Brief description of the issue that you are encountering with the product
          • Photos of the defective area
          • Copy of the original proof of purchase

    Once we receive your email, one of our warranty coordinators will reach out to you with the next steps to get your claim processed.

    Warranty claim shipments sent in without prior approval will be returned to sender

  • Do promo codes have restrictions?

    Yes, all promo codes have their own exclusions. You can check the exclusions on the bottom or back of the promo code.

    Please Note: Most exclusions include third party goods, hard goods, snow apparel, signature series, and special collections.

  • How can I unsubscribe from Newsletters?

    Located at the bottom of every email, there is an "Unsubscribe" link. Please click this link if you wish to unsubscribe and no longer receive our newsletters.

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    If you're unable to unsubscribe and need additional assistance, please contact Customer Service here.

  • Do you give stickers out for free?

    Unfortunately, we do not offer free stickers at this time. We appreciate your support for Element.