This error message usually appears because the billing address you entered doesn’t match the one associated with your credit card. Please check this information before trying again.

Your financial institution may also have blocked or suspended your card.

You can also receive this error message if your credit card wasn’t issued by a Canadian financial institution.

This message may indicate that your order contains an item that can’t be shipped. Some products, such as roof boxes and bike racks, can’t be shipped due to their size or specific characteristics. If your order contains one of these items, you can usually complete your purchase by selecting the in-store pickup option at checkout.

If you’re still unable to complete your order, please contact us at support@oberson.com.

Almost all products displayed on our website are available in-store. However, some products may only be available at one of our two locations. To see if a product is in stock at a specific store, check the Availability tab on the product page.

Yes, our technicians can install and adjust your bindings before your order is shipped. To request this service, email us at support@oberson.com with the following information:

• Skier level (beginner OR intermediate OR expert)

• Weight

• Height

• Age

• Boot sole length in mm (number usually written on the side of the heel)

• Sole type

We never ship skis with bindings installed unless they’ve been properly adjusted. Snowboard bindings are always shipped separately.

You can also go to one of our two shops to have them mounted and adjusted free of charge with proof of purchase.

If your order has already been packed, we will no longer be able to adjust the bindings before shipment.

In most cases, the email address associated with your order contains a typo. Otherwise, check your spam folder. Order confirmations and tracking numbers are sometimes redirected there.

The items in your cart may not be eligible for the promotion. Some promotions are subject to conditions and apply only to specific products or regularly priced items.

Please check the offer details to be sure the items in your cart are eligible.

Orders are usually shipped within 48 business hours. Processing times may be longer during peak periods (namely, between mid-November and mid-January).

Once your package has been handed over to the carrier, delivery times are beyond our control. If you haven’t received your order within the expected timeframe, please contact us at support@oberson.com so we can open a service ticket with the carrier.

See estimated delivery times for your province.

We accept credit cards issued by Canadian financial institutions, PayPal, and Oberson gift cards. We do not accept prepaid credit cards or credit cards issued outside Canada.

The product you ordered was no longer available when your order was processed.

We can check whether a replacement product is available or issue a refund through the original method of payment.

Please contact us at support@oberson.com and describe the issue. If the items are damaged, please include a few photos.

We apologize for the inconvenience.

Your order may have been shipped in multiple packages. Some items—such as skis, poles, and snowboards—are often shipped separately. An order can also be split into multiple packages when all items cannot be shipped together.

Yes, you can place a special order from certain brands at one of our stores.

Conditions:

• A 50% deposit or full payment is required.
• Special orders are final sale.
• You must provide the exact brand, model, colour, and size of the product.

Special orders are not available for all brands.

To easily reset your password, click here and select 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 it has been completed and packaged, we will not be able to cancel it.

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

Please note that once the refund is completed, it may take 3 to 5 business days for it to appear in your account. This depends on your financial institution.

You can track your order by clicking here.

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

Shipping is free on orders of $75 or more before taxes (a $10 fee applies below that amount), and your package ships within 48 business hours of placing your order.

This timeframe can be longer during our busiest period, from mid-November to mid-January. Your order may also ship in multiple packages.

Once your package is handed off to the carrier, delivery times are beyond our control. If you don’t receive it within the expected timeframe, contact us at support@oberson.com, and we will open a service ticket with the carrier.

Once your package is handed off to the carrier, expect roughly 1 to 3 business days in the Montreal or Toronto areas, 2 to 5 business days in Quebec, Ontario, and the Maritime provinces, 5 to 10 business days in Western Canada, and 7 to 14 business days in the territories and Nunavut.

Province / Delivery time
Greater Montreal Area / 1–3 business days
Greater Toronto Area / 1–3 business days
Quebec, Ontario, New Brunswick, Nova Scotia, Prince Edward Island, Newfoundland and Labrador / 2–5 business days
Alberta, British Columbia, Manitoba, Saskatchewan/ 5–10 business days
Northwest Territories, Nunavut, Yukon / 7–14 business days

Note: These timeframes don’t include the 48-business-hour processing time before shipment.

Bikes, ski poles, roof boxes, and bike racks can’t be selected for home delivery at online checkout. An error message may appear.

Online, the only self-serve option for these products is in-store pickup. If you would prefer home delivery, contact us at support@oberson.com or through our live chat, and our team will create your order. Note that these products aren’t eligible for free shipping.

If you would like us to reship the package, a $25 fee applies to cover the return and reshipment ($35 if the package exceeds one metre). Note that this fee applies even if your original order qualified for free shipping: we only cover shipping costs once.

If you would rather not have the package reshipped, we will deduct $13 from your refund instead.

We also reserve the right to refuse to ship an order if the address provided differs from the one associated with the credit card used or if we’re unable to confirm that billing address.

As mentioned on our website, additional delivery charges will apply for home bike delivery. Our customer service will contact you.

Furthermore, our bikes are delivered in their original boxes and unassembled. Each purchase is therefore considered a final sale.

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

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

If a warranty claim is to be made by the customer, all possible delivery costs will be borne solely by them.

You can track your order status anytime here.

The fastest way to get a refund is to file a payment dispute (chargeback) with your bank or credit card issuer, generally for the full amount and with no negative impact on you as a customer. Once delivery is confirmed by the carrier (proof of delivery, signature, or photo), our delivery obligation is fulfilled, and we can’t refund you directly: that’s where your credit card’s fraud protection takes over.

Next, contact us at support@oberson.com: we open our own case with the carrier and insurers to document the theft, so you don’t have to wait for a lengthy carrier investigation.

Contact us at support@oberson.com. Please include a few photos of the damaged product.

We deliver to almost all of Canada except for a few postal codes in remote areas.

Delivery unavailable to these postal codes:

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

If you use the prepaid Canada Post return label included in your package, a $25 fee is deducted from your refund once the package is received at our warehouse, provided all return conditions are met.

Since bikes can’t be selected for home delivery directly at online checkout, you’ll need to
contact our team at support@oberson.com or through our live chat to arrange delivery.

Bikes delivered to your home come unassembled in their original box, and an additional delivery fee applies (our customer service team will contact you with the details). A signature is required on delivery, so you’ll need to be available at the delivery address.

Buying a bike with home delivery is a final sale. Assembly is entirely your responsibility, and Oberson is not liable for any damage that occurs. If a warranty claim is needed later, you will also be responsible for any related delivery costs.

You have 30 days from your purchase or the receipt of your order to request a refund. The item must be new, clean, free of odour and pet hair, with the original tags attached, and in its original box.

You can request a return online, by phone, or by e-mail at support@oberson.com.

To request a return online, log in to your Oberson account, locate the order you would like to return, and click the “Return items” button.

If the original box (for boots, bindings, etc.) is damaged, a $10 fee will apply to your refund. If the box is missing, you’ll be refunded with a gift card instead of your original payment method.

You can exchange an item at our stores in Laval or Brossard. Exchanges by mail are
not accepted.

The following items are final sale with no option for return or exchange:

• Items discounted at 50% or more
• Underwear, cycling shorts, and bib shorts
• Helmets and ski goggles with the security tag removed
• Gift cards

Yes, a few rules apply during this period:
• The return deadline for purchases made after November 15, 2026, extends to January 10, 2027.
• No refunds are issued from November 26 to 30, 2026 (Black Friday).
• No exchanges or refunds are processed from December 26 to 28, 2026.

If the price of an item you purchased drops at Oberson within 15 days of your purchase, you’ll receive the difference as a credit or gift card. The productmust be identical (same model, size, colour, and year).

For an in-store request, you must come in person. No adjustments can be made by phone. For online purchases, contact us at support@oberson.com.

Please note that Black Friday and Boxing Day discounts apply only on the announced dates. No adjustments apply to purchases made before or after these periods. Price protection also doesn’t apply to layaways.

For mail returns from Quebec and Ontario, we deduct $13 from your refund (a return label
is included in your package). This amount varies in certain cases:

• $25 — oversized items (100 to 199 cm and under 30 lb) or shipments to other provinces
• Actual carrier cost — oversize items over 199 cm or over 30 lb charged to the buyer
• Free — if you return an item in-store (Laval or Brossard) or use your own carrier account (proof of payment required)
• Free — if your return is due to an error or defect, once confirmed by our support team

When a product is covered, the manufacturer’s warranty typically applies for one year
under normal use. Proof of purchase is required for all claims.

Processing times, repairs, or exchanges are at the manufacturer’s discretion. To make a
claim, contact us at support@oberson.com or visit us in-store. Shipping costs for sending or returning products are your responsibility.

It's simple. When you make your purchase, choose a PickPack packaging for $3.99. Reusable bags are only available for smaller purchases, such as accessories or clothing. This way, you reduce your carbon footprint by 85%.

To return an item, the process is the same as for a standard Oberson return. Please email support@oberson.com to request a return label. Returns with PickPack bags are subject to the same fees as regular returns: either $13 or $25, just as for customers who don’t use PickPack. 

Once you’ve received the return label, follow these steps: 

• Place the product in the PickPack bag. 
• Put the label into the small plastic pocket located on the back of the bag. 
• Return the bag using the Oberson return label. 

Yes. If you don’t need the PickPack bag for an Oberson return, you can also use it to return items to other companies.

Each PickPack bag already includes a prepaid Canada Post return label. If no return is required, you can use this label to send the bag back to PickPack free of charge so it can be reused and put back into circulation.

During shipping, a security seal does the following: 

• Seals the bag. 
• Ensures that it hasn’t been opened before delivery. 
• Protects the products inside. 

Yes. PickPack bags can also be returned in person at our Oberson stores.