More often than not, you receive this message because the billing address you provided is not the one linked to the credit card used.

It is also possible that your card has been suspended by your banking institution for reasons unknown to us.

Please note that we only accept credit cards issued by a Canadian banking institution.

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

It is possible for our technicians to install and adjust bindings before shipping. To do this, please send an email to 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

Please note that under no circumstances do we ship skis with installed but unadjusted bindings. We do not install bindings on snowboards: these are sent separately. You can always visit one of our two stores for free installation and adjustment with proof of purchase.

If the order has already been packaged, no adjustments will be possible. You can refer to the previous point to obtain the requested service.

More often than not, it's a typo in your email address. In addition, we invite you to check your junk mail as this type of email may be filtered by your mailbox.

There may be conditions on certain discount codes. Only one discount code can be used per transaction.

Once your order has been placed, please allow 48 business hours before your package is shipped. This time frame varies depending on the busy season, with mid-November to mid-January being busier.

Please note that once the package is picked up by our carriers, any delays that occur are beyond our control. Please contact support@oberson.com if you have not received your package within the expected timeframe. We will then open a service ticket with the carrier.

You can find our approximate delivery times by province here.

It is possible to make a purchase using a credit card from a Canadian financial institution. If you do not have this type of card, you can still pay with a PayPal account. It is also possible to pay with an Oberson gift card.

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

We may experience stock discrepancies from time to time. We apologize for any inconvenience this may cause. If you wish, we can always check for a replacement product. Otherwise, it is also possible to refund the product to the original payment method.

Please contact us at support@oberson.com and describe the problem in detail. If the products are damaged, please provide photos of them.

We are sincerely sorry if this is the case.

In some cases, we may not have a transport box large enough to include all items in your order. Therefore, everything may have been sent in multiple packages.

Also, please note that we have special boxes for skis, poles, and snowboards. These items are often sent separately.

It's possible to place special orders with certain companies. To do so, you must come to the store. Here are the conditions:

• The customer must pay a 50% deposit or the full amount of the special order.
• Special orders are final sales.
• The customer must know the exact brand, model, color, and size.

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

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 for all orders of $75 or more before taxes.

A fee of $10 will be applied to orders under $75 before taxes.

Once your order has been placed, please allow 48 business hours for your package to be shipped. This period varies depending on the busy season, with mid-November to mid-January being busier.

Please note that once the package is taken over by our carriers, any delays are beyond our control. Please contact support@oberson.com if you have not received your package within the expected timeframe. We will then open a service ticket with the carrier.

Please note that your order may be sent in multiple packages.

Shipping fees for remote regions of Canada

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

To be eligible for free shipping, the cart must be a minimum of $150 before taxes. If your order is less than this amount, a shipping fee of $25 will be applied, or $75 for oversized items (over 200 cm long, 300 cm in circumference, or over 50 lbs).

Please note that all Canadian provinces outside Quebec and Ontario are considered remote regions.

However, some postal codes are not served:

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

In the event of an incomplete address, refusal, or non-delivery of a package, we will charge a $25 fee if the customer wishes to have the package re-shipped, to cover the return and re-shipping costs. If the package in question is over one meter, an additional $10 fee will be charged in addition to the $25 to cover oversized item surcharges. Please note that for orders of $50 or more before taxes, we cover shipping costs only once.

If a package is returned to us due to refusal or non-delivery and the customer does not want us to re-ship it, we will deduct a $13 fee from their refund.

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

A product is considered oversized if it is over 2 meters long and/or very heavy. These products cannot be shipped by mail. However, you can still choose the in-store pickup option.

Please note that we do not deliver bicycles. 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 with photos of the products in question.

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.

Please follow these steps to complete your return:

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

The refund will be processed upon receipt of your package at our warehouse. Please note that once the refund is complete, there may be a delay of 3 to 5 business days before it appears in your account. This depends on your financial institution.

Please be aware that purchases made in-store must be returned in-store only.

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

Please note that if you use your personal account with a carrier, no fees will be charged to you. Simply provide us with proof of payment at support@oberson.com.

If you wish to avoid return fees, you can return your package in person at one of our two stores, either in Laval or Brossard.

Return fees for remote areas

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

If you wish to make an exchange, we invite you to order the desired product and return your initial purchase to us. This way, the new product will leave our warehouse more quickly.

We will then proceed with the refund of your initial purchase once your package is received at our warehouse.

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.

We do not process any exchanges, price adjustments, or refunds during the Black Friday weekend from November 27 to December 1, as well as on December 26 and 28.

If you notice that Oberson's price is reduced within 15 days of the purchase date, we commit to refunding you the price difference as a gift card credit or directly to your customer account.

For online purchases only, if you see that the desired item (same model, size, color, and year) is available online from another retailer at a different price, we will make a price adjustment on a case-by-case basis. Please note that each situation is unique and a price match may be refused. Please contact support@oberson.com.

For in-store purchases, you must visit one of our stores for this type of procedure.

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.