Frequently Asked Questions
Everything below is how we actually do things. If your question isn't here, email support@welcomeboardstore.com.au or ring us on 03 9781 4733 — there's a real person on the other end who rides this gear.
Ordering and payment
How can I pay?
Online: all the major credit and debit cards, plus Shop Pay, Apple Pay, Google Pay and Zip Pay.
In store: all the major cards, including American Express.
Can I order something you don't have listed?
Often, yes. We deal directly with most of the brands we carry, so if you've seen something in a range we stock, email us and we'll find out whether it can still be ordered in for the season.
Can I get a tax invoice with your ABN?
Yes — email us your order number and we'll send one through.
Shipping
How fast do you dispatch?
Order before 12pm Monday to Friday and it's dispatched the same day. After 12pm, it goes out the next business day.
Dispatch isn't delivery, though — transit time on top depends on the courier and where you are.
When will it actually arrive?
We can't guarantee arrival dates, because once it leaves us it's with third-party couriers. What we can do is give you a much better estimate if you tell us your suburb. So if you need something for a specific trip, message us before you order and we'll tell you honestly whether it's achievable.
Who do you ship with?
Anything under 113cm goes with Australia Post. Larger items — boards, skis, board bags — go with couriers who handle oversize freight.
Do you ship to PO Boxes?
No. Everything travels by courier, so we need a street or business address with someone there between 9am and 5pm to sign for it.
If nobody's there when the driver calls, we can't guarantee a quick second attempt — it may be handed to a third party we have no control over, and a redelivery fee of $30 can apply.
Will I get tracking?
Yes — a tracking number is emailed as soon as your order ships.
Do you ship overseas?
Yes, with one limit: no boards. Surfboards, snowboards and wakeboards don't travel internationally — the freight makes it unworkable.
Everything else we can send: skis, jackets, pants, boots, bindings, gloves and accessories.
International shipping is a flat $129 AUD. On an unusually large or heavy order we may come back to you with a higher quote before we ship — we'll always ask first, never surprise you afterwards.
The shop
When are you open?
Our Google listing always has our current hours, including public holidays. Typically:
- Monday to Friday: 10:00am – 5:30pm
- Saturday: 10:00am – 3:00pm
- Sunday: 11:00am – 3:00pm
Hours can shift through snow season and over holidays, so check Google if you're making a special trip.
Can I pick up from the shop instead?
Yes — choose pickup at checkout. Orders are usually ready within four hours. We'll be in touch to arrange a time, and just bring your confirmation email when you come in.
207 Mornington-Tyabb Road, Mornington VIC 3931
03 9781 4733
Laybys
Can I put something on layby?
20% deposit to start, and the layby runs for 30 days.
It can run longer than that as long as regular weekly payments are coming through — that's at the discretion of the staff member looking after it, so have a chat with us rather than assuming.
What if I change my mind on a layby?
Laybys aren't returnable — the stock comes off the shelf and out of availability for everyone else. If you cancel, we'll put what you've paid onto a store credit.
What if I fall behind on payments?
Talk to us. As long as you're in contact and paying something regularly, we'd much rather work with you than cancel it.
Gift cards
Do you sell gift cards?
Yes, in store and online. In store you get a physical card; online it's emailed to you or straight to whoever you're giving it to.
They're valid for 3 years, they can be spent in store or online, the minimum is $20 and there's no upper limit.
Price match
Do you price match?
Yes. Find the same product cheaper at an authorised Australian retailer, show us, and we'll match the price.
It needs to be the exact same product — same model year, colour, size and condition — genuinely in stock and available at that price. Not a marketplace listing, grey import, auction site or overseas store. We compare the final price, including shipping, duties and taxes.
Price matches can't be combined with other Welcome promotions or discount codes.
Full terms and the request form are on our Best Price Guarantee page.
Returns and exchanges
What's the return window?
30 days from the day your order arrives, in the same condition you received it.
Can I get a refund if I change my mind?
For change of mind or the wrong size we offer an exchange or store credit, valid for 3 years from purchase. Refunds are for goods that are faulty or not as described.
What if it's faulty?
We cover it completely, freight both ways. No return fees, no restocking fees.
Can I return a sale item?
No — sale and clearance stock is final. It's heavily discounted, so please choose carefully.
This doesn't affect your rights if a sale item turns out to be faulty. Australian Consumer Law applies to discounted goods the same as anything else.
Who pays the postage on an exchange?
- Faulty: we do, both directions.
- Change of mind or wrong size — sending it back: that one's on you. Most small packages run about $15.
- Sending your exchange out to you: normally about $15 as well — unless you spend an extra $50 or more on the exchange, and then we post it out free. That can be swapping up to something dearer, or simply adding anything else to the order.
What's my exchange worth?
The item's current price, not the price you originally paid.
How do I start a return?
- Email support@welcomeboardstore.com.au with your order number and the reason.
- Wait for approval before sending anything back.
- Pack it into a satchel or carton with the tags still attached.
- Put the label on the outer satchel — never stuck straight onto the product's own box, or we can't accept it.
- Send it registered post. We can't be responsible for returns lost on the way to us.
Post to: Welcome Board Store Returns, 207 Mornington-Tyabb Road, Mornington VIC 3931
My order arrived damaged, or hasn't arrived
Tell us straight away, because the carrier's claim windows are tight:
- 24 hours from delivery, if it was signed for as received in good order
- 7 days from delivery, where damage was noted on or before delivery
- 14 days from the expected delivery date, if it looks lost
Warranty
Something's failed — what happens now?
Email us your order number and photos of the problem. We lodge the claim with the brand's Australian distributor, and they make the call on a repair, a replacement part, or a replacement product.
We'll keep you posted as it moves. Turnaround varies by brand — some come back within days, others take a few weeks.
Sizing and advice
What size should I get?
Ask us — this is the part we enjoy. Email or ring with your height, weight, ability level and what you're riding, and you'll get a straight answer, including when something isn't the right board for you.
The listing doesn't show the spec I need
Tell us which product and we'll confirm it from the brand's own data.
Pre-orders
When does a pre-order ship?
The moment the stock lands with us. Pre-orders get priority and go out the same day the delivery arrives.
We don't give guaranteed dates on pre-orders — indent shipping moves around, and we'd rather not promise a date we can't hold.
Still stuck?
Email: support@welcomeboardstore.com.au
Phone: 03 9781 4733
Shop: 207 Mornington-Tyabb Road, Mornington VIC 3931
For the full detail, our returns policy and shipping policy are the documents these answers come from.