Typically, you will receive this message when the billing address you provided is not the one associated with the credit card you are using.Your card may also be suspended by your financial institution for reasons we are unaware of.Please note that we only accept credit cards issued by Canadian financial institutions.

The products displayed on our website are almost all available in-store. However, the product may only be available in one of our two stores.To check in-store availability, please refer to the in-store availability tab located on the product page.

Our technicians can mount and adjust bindings before shipping. You just need to check the “I would like to make some adjustments” box when you add your skis to the cart. You will need the following information:

• Skier level (beginner OR intermediate OR expert)
• Weight
• Height
• Age
• Length of the boot outsole length in mm (figure usually written on the side of the heel)
• Type of sole

Under no circumstances do we ship skis with mounted but unadjusted bindings. We do not mount snowboard bindings, which are sent separately. You can always go to one of our two shops to have them mounted and adjusted free of charge with proof of purchase.

If the order is already packed, no adjustment can be done. You can refer to the previous point to receive the requested service.

Often it is because there is a typo in your email address. In addition, you should check your junk emails since this type of email can be filtered by your email inbox.

There may be conditions on some promo codes. You can only use one promo code per transaction. 

Once you have placed your order, allow forty-eight working hours before your package is shipped. This time frame varies according to the demand during certain periods, with mid-November to mid-January being the busiest time.

Once carriers have picked up the package, any delays that occur are beyond our control. Please contact support@oberson.com if you do not receive your package on time. We will open a service ticket with the carrier.

Click here to see our estimated delivery times based on your province.

You can make a purchase using a credit card from a Canadian financial institution. If you don’t have this kind of card, you can still pay with a PayPal account. You can also pay with an Oberson gift card.

We do not accept prepaid credit cards and credit cards from foreign countries.

We occasionally experience inventory discrepancies. We apologize for any inconvenience this may cause. If you wish, we can always check for a replacement product. Otherwise, we can also give you a refund for the product on the payment method originally used.

Please contact us at support@oberson.com and describe the issue. If products are damaged, please provide photos. 

We sincerely apologize if this has happened.

Sometimes we don’t have a shipping box large enough to include all the items in your order. The order may have been sent in several packages. 

Please be aware that we have special boxes for skis, poles and snowboards. These items are often sent separately.

You can place special orders with certain companies. To do so, you must come to the store. Here are the terms and conditions: 

• The customer must absolutely pay a 50% deposit or the whole special order. 
• The special order is a final sale. 
• The customer must know the brand, model, colour and exact size. 

Please note that we do not have this partnership with all companies.

To easily find your password, click here and choose the forgotten password option.
An email will then be sent to you to create a new password.

If your order is still being processed, we can still cancel it. If your order has been completed and packed, it cannot be cancelled.

To cancel your order, please call our customer service at 1-855-669-5123 or email them at support@oberson.com.

Please note that once the refund has been given, it may take three to five business days before it appears in your account. The time frame depends on your financial institution.

You can follow the status of your shipment by clicking here. 

To find out the general terms and conditions of use of promotional codes as well as the specific terms and conditions for certain codes, you can click here.

Shipping is free for all orders over $75 before taxes.

You will be charged $10 in shipping fees for any order under $75 before taxes.

Once you have placed your order, allow forty-eight working hours before your package is shipped. This time frame varies according to the demand during certain periods, with mid-November to mid-January being the busiest time.

Once carriers have picked up the package, any delays that occur are beyond our control. Please contact support@oberson.com if you do not receive your package on time. We will open a service ticket with the carrier.

Your order may be sent in multiple packages.

Shipping Fees for Remote Areas in Canada

If the shipping address for an Oberson order is considered remote, additional charges will apply.

To be eligible for free shipping, the cart must be a minimum of $250 before taxes. If your order is less than this amount, a $25 delivery fee will be applied. The fee is $75 for oversized items (more than 200 cm long, 300 cm in circumference or 50 lb).

Please note that the following areas are considered remote regions: all Canadian provinces outside of Quebec and Ontario. However, certain postal codes are not serviced:

• Quebec: J0M
• Ontario: P0L
• Yukon: Y1A, Y0B, Y0A
• Nunavut: X0A, X0B, X0C, X0E, X0G, X1A, X9Z

When there is an incomplete or wrong address or an unclaimed package and the customer wishes to have the package reshipped, we will charge a $25 fee to cover the costs of return and reshipment. If the package in question is more than one metre tall, a $10 fee will be charged in addition to the $25 to cover the surcharge. Please note that for orders of $50 or more before taxes, we cover the shipping costs only once.

If a package is returned to us due to a wrong address or because it was unclaimed, and the customer does not want us to reship it, we will deduct a fee of $13 from the refund.

Oberson reserves the right to refuse to ship an order if we are unable to confirm the billing address for the credit card used. We also reserve the right to refuse to ship an order with an address different from that associated with the credit card used.

A product is considered to be oversized when it exceeds two metres and/or is very heavy. These products cannot be shipped by mail. You can still choose the in-store pickup option.

Please note that we do not deliver bikes. Only in-store pickup is possible for this type of purchase.

If the items in your package are damaged upon receipt of your order, please contact us at support@oberson.com and provide us with photos of the products in question.

As mentioned on our website, you will be asked for an additional delivery fee for home bike delivery. Our customer service will contact you.

In addition, our bikes are delivered unassembled in their original box. Every purchase is therefore considered a final sale.

This step will be entirely at your expense, and Oberson will not be held responsible for any breakage or damage during the assembly of your bike.

When purchasing a bike online with delivery, a signature will be required and mandatory. For this reason, you must be available to receive your package at the delivery address.

If the customer needs to make a warranty claim, he or she will bear all delivery costs.

Please follow these steps to complete a return:

• Please repack all items in your order in the same way they were delivered;
• Affix the return label to the top of the package;
• Bring the package to the post office nearest you.

The refund will be given upon receipt of your package at our warehouse. Please note that once the refund has been given, it may take three to five business days before it appears in your account. The time frame depends on your financial institution.

Purchases made in-store can only be returned in-store.

If your order is eligible for a return/refund, a return label will be inside your package. Please note that we will deduct $13 or $23 (oversized items more than 100 cm) from your refund to cover shipping costs. 

If you use your personal account with a carrier, no fees will be charged. Please simply provide us with proof of payment at support@oberson.com. 

If you wish to avoid return shipping costs, you can return your package directly to one of our two stores located in Laval and Brossard.

Return shipping costs for remote areas

For return shipping costs, if you use the Canada Post prepaid return label in your package, a $25 fee will be deducted from your refund once the package is received at our warehouse if all return conditions are met.

If you would like to make an exchange, we suggest you order the desired product and return your initial purchase. That way, the new product will leave our warehouse faster.

We will then refund your initial purchase upon receipt of your package at our warehouse.

Please note that once the refund has been issued, it may take three to five business days before it appears in your account. The time frame depends on your financial institution.

We do not issue any refunds or make price matches or exchanges during Black Friday weekend and on December 26 and 27.

If you notice that Oberson’s price is reduced within fifteen days of the date of purchase, we commit to refunding the price difference in the form of a gift card credit or directly to your customer account.

For online purchases only, if you see that the desired item (same model, size, colour and year) is available online from another merchant and displayed at a different price, we will match the price accordingly. Please note that each situation is unique, and your request for a price match may be turned down. Please contact support@oberson.com.

For in-store purchases, you must go to one of our stores for this kind of procedure.