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FAQs

Online Order FAQs 

What are my payment options?

We accept Visa, MasterCard, and American Express as payment methods through our online store.

You can also pay with PayPal, Afterpay, Shop Pay and Google Pay, click each of the links below to find information on how each payment method works:

PayPal

Afterpay

Shop Pay

Google Pay

We do not accept cash, cheques, or COD (Cash on Delivery) and cannot take orders over the phone or via email.

 

Can I cancel or change my order?

Once your order has been placed, it’s instantly sent through our system so that our warehouse team can begin picking your items, to get them shipped to you as soon as possible. This leaves a fairly short window in which we can cancel or remove items from your order.

If you need to cancel an order, change the shipping address or remove items from your order please contact our Online Customer Support team as soon as possible. We cannot guarantee it will be possible to adjust/cancel your order in time, but the faster you contact us the better.

Once you have received your shipping notification via email, we cannot remove any items from the order and it must be returned for a refund if unwanted.
While we’re unable to cancel an order once it has been processed, we offer a free returns service.

 

How do I know what size to select?

All size guides are located on the product description page next to product details. Please note that these sizes are an approximation and all sizes will fit people differently as everyone is unique in their own way.

For further sizing questions, please email au.customerservice@spyder.com, and one of our representatives will be happy to assist you.

 

Can I combine multiple discount codes/promotions on my order?

Promotions/discounts cannot be applied toward previous purchases, redeemed for cash/gift cards or be used in combination with any other offers, coupon codes, discounts or promotions.

One discount or promotion is allowed per order.

 

How can I obtain a copy of my invoice?

If you'd like a copy of your invoice from a previous online purchase you can email au.customerservice@spyder.com with your original order # and one of our representatives would be more than happy to send you a copy of your invoice.

 

Am I able to purchase old Spyder styles?

The majority of our outwear and accessories are seasonal runs and typically only last a couple of months before the item is either discontinued or re-vamped into another like item.

We do not have any back stock of items that we created in previous seasons and are unable to place a personal or custom order for these items.

 

Shipping FAQs

Can I ship to a PO Box address? (PO Box, Parcel Locker, Parcel Collect or MyPost)

We offer PO Boxes as a delivery option when all the items in your cart will be sent through Australia Post. The PO Box network is owned by Australia Post and can only receive deliveries that are sent by Australia Post.

If your cart contains items that are too large for a PO Box, come from a distributor, or are sent by couriers other than Australia Post, delivery to a PO Box will not be an available option at our checkout. In these cases, we recommend supplying a street address (residential or business) when placing your order.

 

How long until my order ships?

We aim to dispatch all orders within 24-48 hours between Monday - Friday.

Express orders placed before 2pm each business day will be dispatched on the same day. Express and Standard service orders placed after 2pm or on weekends will be dispatched the following business day.

Our distribution centre is located in Melbourne VIC and is closed on weekends and public holidays.

 

How do I track my order?

Once your order has been shipped, an automatic email will be sent to you which will include the tracking number affiliated to your shipment.

If you still are experiencing issues locating the appropriate tracking information, never received a shipping confirmation email or your package is taking longer than expected, please contact our customer service department via email at au.customerservice@spyder.com, and one of our representatives will be happy to assist you.

 

Who should I contact if there is a delivery problem?

If you are experiencing a delivery issue or delay, we suggest reaching out to our customer service department.

Our customer service team would be more than happy to assist you by lodging an enquiry with the carrier on your behalf. Email us at au.customerservice@spyder.com.

Please have your order SPAU Order number available, and our representatives will document the issue and file an enquiry accordingly.

Our customer service representative will let you know what to expect from that point forward and answer any further questions you may have.

 

Returns FAQs

How do I return my order?

To return your order using our online Returns Portal:

  • Add your order # and the email address you used for your order.

  • Enter your purchase details, return shipping address and reason for return.

  • Once confirmed, you will be provided with a shipping label to return the product.

  • Prepaid labels are only available to AU customers.

 

If you'd prefer not to use our Returns Portal, ship your return to the pre-paid mailing address below:

Attn: Spyder Australia Returns (#ORDER NUMBER)
Reply Paid 7258
Warringah Mall, Brookvale
NSW, 2100

 

How long do I have to return my unwanted item/s?

Spyder Australia wants to assure you are 100% satisfied with your online order which is why we offer a 30-day return period from the original purchase date for a refund back to the original form of payment on file for the order. Please note:

  • Item(s) must be in original condition.
  • Item(s) must be unworn and unused and unwashed.
  • Original tags must be attached.
  • Free from make-up, animal hair and any scent (including deodorant, perfume or washing powder).

 

Do you offer an exchange option?

At this time we do not offer an exchange option and all returns will be set up as a refund back to the original form of payment on file for your order.

If you are interested in receiving an alternative size, colour, or style altogether, you will need to place an order for this item/s.

 

How long does it take to receive a refund?

Once your return package has been delivered to our PO Box, returns take 2-3 business days to be delivered to our office and processed by our online returns team.

Once the return has been processed by our online returns team, an automated email notification will be sent to the address on file as proof of the refund.

Refunds can take 3-5 business days to reflect to the original form of payment depending on the card provider.

 

What if I've received the incorrect/faulty item?

If you've been sent an incorrect or faulty item in a recent online order, simply contact our Customer Service department via email au.customerservice@spyder.com and provide your SPAU Order number, a photo of the item that you've received (including the item number).

Once confirmed, one of our representatives would be more than happy to email you a pre-paid return label to have the product returned to us and once sent, a replacement item will be immediately reshipped to you at no cost (stock permitting).

 

What is Spyder's Warranty Policy?

Spyder offers a limited lifetime warranty against defects in materials and workmanship, which is applicable on outerwear only—ski jackets and ski pants. Spyder's warranty is only valid on items purchased through an Authorized Spyder Dealer to the original purchaser, and the purchaser must provide an original receipt for purchase.

"Limited Lifetime Warranty" means that your garment will be free of manufacturer defects for a practical life span of the product—it does not mean the garment will last your lifetime. Lifetime of a product is determined by the amount and type of use plus care of the garment. All garments eventually show signs of wear, and wear-and-tear is not covered under Spyder's Limited Lifetime Warranty.

  • This warranty does not cover damage caused by accident, improper care, negligence, normal wear-and-tear, incorrect laundering, or natural breakdown of colours and materials over time and usage

  • Pant legs slashed by your ski edges? Slap your tuner on the back and congratulate him on a sharp edge, but the cuts are not covered under our warranty

  • Goose down feather pull-through is normal and not warrantied

  • Natural UV fading of colours

  • Real or faux fur

  • Damage to water-repellent coatings due to duct tape application, melting, or abrasion

  • Spyder does not warranty purchases through consumer resale sites such as Craig's List, or eBay

  • Counterfeit and Sample products

 

Other FAQs

How should I wash my outerwear?

Every Spyder item will be equipped with a care instructions tag with specific details on how your product should be washed and/or treated.  Please refer to this care instruction tag before washing any Spyder garment.

We recommend you always follow the washing instructions found on the tag and wash/re-waterproof your Spyder outerwear using a tech wash like Nikwax Tech Wash & TX. Direct.

Waterproofing products and tech wash can be purchased from most adventure stores, we strongly recommend you avoid generic washing detergents, fabric softeners, bleaches, wash additives, dry cleaning and washing in high temperatures on non-gentle cycles.

Remove any fur, trim, battery pack or inner jackets before washing.  Wash separately, machine wash cold (below 30º C), with powder detergent.  Use only spray stain remover, rinse thoroughly and do not bleach.

Failure to properly wash your outerwear will make your outerwear ineligible for a warranty claim.

 

Who do I contact to become an authorised dealer?