Frequently Asked Questions

Everything you need to know about shopping at Twelve Board Store — shipping, returns, payments, in-store services, sizing, product advice and more. We're riders selling to riders from our Richmond store since 2013. Can't find your answer? Call us on 03 9421 2293 or contact us here. Open 7 days.

Shipping & Delivery

Do you offer free shipping?
Yes — free standard shipping Australia-wide on all orders over $90. Orders under $90 have a flat rate. Express shipping is available at checkout for an additional charge.

How fast do you dispatch?
Same-day dispatch on orders placed before 1pm AEST Monday to Friday. Next-day dispatch on weekend orders. We ship from Richmond, Melbourne.

How long does delivery take?
Melbourne metro: 1–2 business days. Regional Victoria: 2–3 business days. Sydney, Brisbane, Adelaide: 2–4 business days. Perth and remote areas: 4–7 business days. Express options are available at checkout.

Do you ship internationally?
Yes — we ship to New Zealand and select international destinations. International shipping rates are calculated at checkout. International customers may be subject to local customs duties on arrival.

Can I track my order?
Yes — you'll receive a tracking number by email once your order is dispatched. See our full shipping policy for details.

Can I pick up in store?
Yes — select Click & Collect at checkout. Pick up from 435A Bridge Road, Richmond. We'll notify you when it's ready, usually within a few hours on business days.

Do you ship e-bikes and large items?
Yes — we ship e-bikes and large gear Australia-wide. E-bikes are professionally assembled and safety-checked before dispatch. Oversized items may have a separate freight rate — calculated at checkout.

Account & Orders

Do I need an account to buy online?
No — you can check out as a guest. Creating an account makes it easier to track orders, view your purchase history and access any loyalty rewards.

How do I check my order status?
You'll receive a confirmation email when your order is placed and a dispatch email with tracking once it ships. Log into your account to view order history, or contact us if you need an update.

Can I change or cancel my order after placing it?
Contact us immediately on 03 9421 2293 or via the contact page. We dispatch same-day on weekdays so timing matters. If the order has already shipped we'll handle it as a return on arrival.

I entered the wrong shipping address — what do I do?
Contact us immediately. If the order hasn't been dispatched, we can update the address. Once dispatched, we'll do what we can but can't guarantee redirection — it depends on the carrier.

How do I use a discount code or gift card at checkout?
Enter your code in the discount code or gift card field at checkout before completing payment. Codes are case sensitive. If your code isn't working, contact us and we'll sort it.

Can I order by phone?
Yes — call us on 03 9421 2293 during opening hours and we'll take your order over the phone. Useful if you want to talk through sizing or product choice before committing.

Returns & Exchanges

What is your returns policy?
30-day exchanges and 14-day refunds on unused items in original condition and packaging. Some exclusions apply — see our full returns and warranty policy.

How do I return or exchange an item?
Contact us first via phone or the contact page and we'll guide you through the process. Returns can be dropped in store at Richmond or posted back to us.

Can I exchange for a different size?
Yes — size exchanges are handled quickly. Contact us, we'll check availability and organise the swap. If you're in Melbourne, come in store and we'll sort it on the spot.

What if my item is faulty or arrives damaged?
Contact us immediately with photos. Manufacturing faults are covered by manufacturer warranty and we'll organise repair, replacement or refund. We're an authorised Australian dealer for every brand — that means real warranty support, not a grey-market runaround.

Can I return a used snowboard or boot?
No — ridden gear cannot be returned unless there is a genuine manufacturing fault. This is why we invest heavily in getting fit and setup right before you leave the store. If you're unsure of a size, come in rather than guessing online.

Payments & Finance

What payment methods do you accept?
Visa, Mastercard, American Express, PayPal, Apple Pay, Google Pay, Afterpay and Zip. All major cards accepted in-store and online.

Do you offer buy now pay later?
Yes — Afterpay and Zip are available at checkout. Split purchases into instalments. See our BNPL page for full details.

Do you offer layby?
Yes — in-store layby available. Secure gear with a deposit and pay it off before the season. See our layby policy.

Do you price match?
Yes — we match any authorised Australian retailer's price on identical in-stock gear. No forms, no waiting — call us or bring it in. See our price match policy.

Can I claim GST back if I'm travelling overseas?
Yes — if you're departing Australia and spent $300+ at Twelve Board Store in one transaction, you may be eligible for the Tourist Refund Scheme (TRS). See our TRS guide.

Do you have gift cards?
Yes — digital and physical gift cards available. Digital cards emailed instantly. Physical cards available in store. Buy a gift card here.

Product Availability & Stock

Is everything on the website actually in stock?
Yes — we only list products we physically have in our Richmond store or warehouse. We don't list items and then backorder. If it shows as available, it's here and ready to dispatch.

Can I get notified when something is back in stock?
Yes — on product pages where stock is sold out there's a notification option. Enter your email and we'll alert you when it's back. You can also call us and we'll note your interest directly.

Do you take pre-orders on new season gear?
Yes — we run pre-orders on selected new-season products before they arrive in store. See our pre-order page and new arrivals for what's coming. No payment taken until dispatch.

I saw a product in store — can I buy it online?
Yes — our website reflects our in-store inventory. If you saw it in store and it's not on the website, call us and we'll check. Some products are in store before they're listed online.

Do you sell second-hand or ex-demo gear?
Occasionally — ex-demo electric boards and bikes come up from our demo fleet. Ask in store or contact us. We don't regularly stock used gear but if we have something it'll be priced honestly and disclosed clearly.

Gifts & Christmas

I'm buying a snowboard setup as a gift — how do I get the sizing right?
A gift card is the safest option — snowboard sizing depends on weight, height, boot size and riding style, and getting it wrong means a return. If you want to buy specific gear, call us and give us the recipient's details. We'll advise the right size and if it doesn't work, we'll exchange it.

Can a gift be exchanged for a different size?
Yes — we handle gift exchanges generously. Have a gift receipt or order number ready to make it quicker.

Do Christmas orders ship in time?
Standard shipping delivers in 1–5 business days depending on location. Order by mid-December for standard shipping, or use express for later orders.

In-Store Services

Do you heat mould snowboard boots?
Yes — free with every boot purchase at our Richmond store. Heat moulding shapes the liner to your foot for better fit, performance and comfort. Takes 20–30 minutes. Bring thick snowboard socks. Don't skip it.

Do you wax and tune snowboards?
Yes — Frosty's in-house workshop handles waxing, edge tuning, P-Tex repairs and tune-ups year-round. See our waxing and repairs page for services and pricing.

Do you service electric skateboards and e-bikes?
Yes — Frosty's workshop handles servicing, repairs, tyre changes, spare parts and warranty support, 7 days. We service Evolve, Onewheel, Onsra, Fatboy, Super73, FlightRisk and more. See our electric service page.

Do you set up snowboard bindings?
Yes — free stance setup with every binding purchase. Bring your boots and we'll dial in width, angles, highback and straps before you leave. If you bought bindings elsewhere and want them set up, come in.

Can I try gear before buying?
Yes — come into our Richmond showroom. Boards, boots and bindings on the floor, demo electric boards and bikes available. Staff who ride and give honest advice.

Do you build custom skateboard setups?
Yes — choose your deck, trucks, wheels, bearings and hardware and we'll build it for you. Come in or call us and we'll walk through the options based on how and where you skate.

Snowboard Servicing & Care

How often should I wax my snowboard?
Every 3–5 days of riding. When the base looks dry or white, it needs wax. Regular waxing protects the base and maintains speed. We offer hot wax at our Richmond workshop — see our waxing page or read our DIY waxing guide.

What is a snowboard tune and does my board need one?
A tune includes waxing the base and sharpening the edges. Dull edges make it hard to hold turns on firm snow. Most boards benefit from a tune at the start of each season. Bring it to our Richmond workshop.

How do I store my snowboard after the season?
Clean the base, apply a thick storage wax and leave it on (don't scrape), loosen bindings to release pressure, store in a cool dry place out of direct sunlight. Don't store in a hot garage through summer.

My snowboard base has a scratch — can it be repaired?
Yes — P-Tex repairs fix gouges and scratches. Minor scratches wax over. Deep gouges need P-Tex fill and a base grind. Bring it in and we'll assess honestly — not everything needs an expensive repair.

Do you service skis as well?
Yes — ski waxing and edge tuning handled at our workshop. See our waxing and repairs page.

Snowboarding Season & Australian Resorts

When does the Australian snow season start?
Officially early to mid-June, with most resorts targeting the Queen's Birthday long weekend. Early snowfall can open terrain from late May in good years. Season runs through to early October, peaking in July and August.

Which Australian ski resorts are closest to Melbourne?
Mt Buller is closest — about 3 hours by car. Falls Creek, Mt Hotham and Mt Stirling are 3.5–4 hours. Our co-founder Frosty grew up at Mt Buller — it's the mountain we know best. For NSW, Thredbo and Perisher are the major destinations.

Should I hire or buy snowboard gear?
If you're going for one day, hire is fine. Two or more trips — buy. Your own properly fitted, heat-moulded boots from the first day changes the experience completely. Hire boots almost never fit. Read our hire vs buy guide.

How much does a snowboard setup cost?
A quality beginner-to-intermediate board, boots and bindings runs $800–$1,500. Mid-range setups $1,200–$2,000. Premium $2,000+. Outerwear adds $400–$1,200. You don't need the top of the range — we'll tell you honestly where the value is. Call us and we'll build the right package for your budget.

Do you organise snowboard trips?
Yes — through our 20-year partnership with Mint Tours: Japan, Canada, USA, Europe and beyond. We ride these trips ourselves. See our Mint Tours page.

Snowboard Sizing & Fitting

How do I know what size snowboard I need?
Weight is the primary factor. Height is secondary. Riding style adjusts from there. Our snowboard size guide covers this in detail, or call us with your height, weight, boot size and intended riding style — we'll give you a specific recommendation.

Do snowboard boots run true to size?
It varies by brand. Burton runs slightly narrow in the heel box. K2 suits wider feet well. ThirtyTwo runs close to true size. Nitro fits a range of foot shapes well. When in doubt, come in and try them on — online sizing charts are a starting point.

My boots feel tight in the store — is that normal?
Some snugness is normal — liners pack out with use. But there should be no sharp pressure points or pain across the top of the foot. If something feels wrong, it's wrong. Heat moulding eliminates most pressure issues — we do it free with every purchase.

What is heel lift and why does it matter?
Heel lift is when your heel rises inside the boot during toe-side turns, losing power transfer. It's caused by the wrong size, wrong width or a liner that hasn't been heat moulded. If your current boots have heel lift, come in and we'll diagnose it.

Do I need a wide snowboard?
If your boot size is US10 or above, you likely do. Overhang of more than 1–1.5cm on each side causes toe or heel drag in hard carves. Read our wide snowboard guide.

Skateboarding — Buying Advice

What size skateboard deck do I need?
Width is the key measurement. As a rough guide: up to shoe size 9 suits decks under 8.0"; size 10+ suits 8.0" and wider. Street and technical skating favours narrower (7.75"–8.0"); transition and bowl riding favours wider (8.25"+). Read our skateboard size guide or come in and we'll match you in minutes.

What is the difference between a complete and a custom build?
A complete comes pre-assembled — deck, trucks, wheels, bearings and hardware, ready to ride. A custom build is where you choose each component. Completes are ideal for beginners and kids. Custom builds suit riders who know their preferences. We build custom setups in store.

Are cheap skateboards from department stores okay?
No. The deck is heavier, the trucks are imprecise, the wheels slide unpredictably. Kids who start on cheap boards often decide they don't like skating — when the real issue is they've never ridden a board that actually works. A quality complete from a real skate brand costs more and performs completely differently. Buy once, buy right.

What trucks should I buy?
Match truck axle width to your deck width. Independent is the benchmark — Stage 11 geometry, ridden by more pros than any other brand. Thunder and Venture are strong alternatives. Come in and we'll match trucks to your exact deck width.

What wheels are best for street, park or cruising?
Street and park: 52–54mm, 99a–101a hardness. Transition and bowl: 54–58mm, 97a–101a. Cruising and rough ground: 56–65mm, 78a–87a. Spitfire Formula Four for street and park. Softer wheels for rough Melbourne footpaths. See our wheels collection.

What is the best skateboard brand?
There's no single answer — it depends what you want. For decks: Real, Anti-Hero, Girl, Baker, Santa Cruz and Polar are the benchmarks. For trucks: Independent. For wheels: Spitfire. For bearings: Bones Reds. Come in and we'll talk through it based on how you ride.

How do I know when to replace my skateboard deck?
Replace when the deck feels waterlogged or soft underfoot, when pop has dropped significantly, when the nose or tail is visibly chipped to the point of affecting landings, or when the deck is delaminating. There's no fixed timeframe — it depends entirely on how often and how hard you skate.

Longboards, Cruisers & Surf Skates

What is the difference between a longboard and a cruiser?
Cruisers are shorter (28"–34"), more manoeuvrable and better for tight urban environments. Longboards (36"+) are more stable and better for longer distances, carving and downhill. Cruisers typically have kicktails for pivoting; most longboards don't. The line blurs at the shorter end of the longboard range.

Which surf skate system is better — Carver or YOW?
Different tools for slightly different things. Carver (CX and C7) gives the best pure surf carve feel — flowing, connected, rail-to-rail. YOW's Meraki system prioritises generating speed from the pump on flat ground. Both are excellent. Carver CX is the most accessible starting point for most riders. Come in and we'll talk through which suits your background and what you want from it. See our Carver CX vs C7 guide.

Can a longboard or cruiser be used to commute in Melbourne?
Yes — a drop-through or top-mount setup on a 34"–40" board handles Melbourne's mixed footpaths and bike paths well. Softer wheels (78a–87a) absorb rough surfaces. Landyachtz Dinghy or Tugboat for tighter environments; longer setups for bike path commutes. Come in and describe your commute — we'll match the right board.

Is surf skating good for snowboard or surf cross-training?
Yes — particularly Carver. The hip rotation, edge-to-edge weight transfer and pump movement pattern are directly transferable to both snowboarding and surfing. Many of our snowboard customers ride Carvers through the Australian summer to maintain muscle memory. It's one of the most effective off-season training tools available.

Safety & Protection

What protective gear do I need for snowboarding?
Helmet is mandatory — always. Wrist guards are the second most important item, particularly for beginners. Impact shorts protect hips and coccyx in falls. Goggles protect your eyes in wind, sun and flat light. For beginners, helmet plus wrist guards is the minimum. See our snowboard protection collection.

What protective gear do I need for skateboarding?
Helmet as minimum — always. Wrist guards are the most important item after a helmet — wrist fractures are the most common skateboarding injury. Knee pads for transition, bowl and learning to drop in. See our protection collection.

What protective gear do I need for electric boards and e-bikes?
Helmet always — speed and falls on electric gear are more serious than on unpowered boards. Wrist guards strongly recommended, especially while learning. Knee pads for e-skateboard riders. High-visibility gear for e-bike commuting at night. Wrist guards and a helmet at minimum before you ride anything electric.

Do kids need helmets for skateboarding?
Yes — mandatory. No exceptions. Head injuries are the most serious risk in skateboarding and a certified helmet meaningfully reduces that risk. Also fit wrist guards — wrist fractures are the most common injury for kids learning to skate. We stock kids helmets and protective gear in the right sizes. See our kids skateboards collection.

What is MIPS and do I need it in a snowboard helmet?
MIPS (Multi-directional Impact Protection System) adds a low-friction layer inside the helmet that reduces rotational force on the brain during angled impacts — the most common type in snow sports. It's worth having if your budget allows. Most of our Anon and Giro helmets have MIPS options. Read our MIPS explained guide.

Electric Skateboards & E-Bikes

Are electric skateboards legal in Victoria?
In Victoria, electric skateboards are currently not permitted on public roads, footpaths or bike paths — they can only be legally ridden on private land. This is different to Queensland and ACT where they're permitted with conditions. Laws vary by state and are subject to change — check current VicRoads regulations directly before riding. We'll give you the honest picture when you come in.

Are e-bikes road-legal in Australia?
A pedal-assist e-bike with a motor not exceeding 250W continuous output is classified as a bicycle and is road-legal in all states. Higher-powered models and throttle-equipped e-bikes are not road-legal as bicycles — they're for off-road and private land. Our range includes both road-legal and off-road models, clearly distinguished. Talk to us before you buy.

Do I need a licence or registration for an e-bike?
A road-legal 250W pedal-assist e-bike requires no licence, registration or insurance — it's treated as a bicycle. Higher-powered off-road models are a different category. Confirm current rules for your state.

How far does an electric board or e-bike really go on one charge?
Less than the claimed figure in most real conditions. Manufacturer range figures are measured at optimal weight, flat terrain and moderate speed. Add hills, a heavier rider or cold weather and real range can drop 30–50%. We'll give you the honest real-world figure for any model you're considering — not the box number.

Do you assemble and safety-check e-bikes before delivery?
Yes — every e-bike is professionally assembled and safety-checked in our workshop before dispatch or pickup. You will not receive a flat-packed bike.

Do you service electric boards and bikes you didn't sell?
We primarily service the brands we stock — Evolve, Onewheel, Onsra, Fatboy, Super73, FlightRisk and Amp'd Bros. Contact us for other brands and we'll advise. We don't service cheap no-name imports where parts are unavailable.

Splitboarding & Backcountry

What is a splitboard?
A snowboard that splits into two ski-like halves for climbing mountains using climbing skins, then clips back together for the descent. The primary tool for accessing backcountry terrain beyond resort lift access. See our splitboard range and complete splitboarding guide.

Do I need training before splitboarding?
Yes — AST 1 (Avalanche Safety Training Level 1) is the minimum for independent backcountry travel. It covers terrain assessment, beacon search and group rescue. Do not enter uncontrolled terrain without it and a full beacon, probe and shovel kit.

Does every person in the group need avalanche safety gear?
Yes — every person, every tour. Not just the most experienced person. Not just the group leader. Every individual needs a beacon, probe and shovel independently. Avalanche rescue is a team effort and one missing kit compromises everyone. See our backcountry safety collection.

What Australian terrain is suitable for splitboarding?
The Bogong High Plains (from Falls Creek and Hotham), the Kosciuszko Main Range (from Thredbo via Dead Horse Gap) and Mt Stirling (from Mansfield). Check Mountain Safety Collective avalanche forecasts before every tour.

Are you the best place in Australia to buy a splitboard?
We believe so — Official Jones EPICenter, Australia's deepest splitboard range, genuine backcountry experience in Australian terrain, and staff who split. Come in and have the conversation.

Sustainability & Ethics

Do you stock sustainable brands?
Yes — sustainability is a meaningful consideration in how we buy. Jones Snowboards is a certified B Corp and one of the most genuinely sustainability-driven companies in snowboarding. Mons Royale uses responsibly sourced New Zealand merino and is also a B Corp. Arbor builds with sustainably sourced materials. GNU and Lib Tech use bio-based resins and recycled materials in their Mervin Manufacturing facility.

What is the Jones Re-Up recycling program?
Jones Re-Up is Jones's gear recycling initiative — you can return worn-out Jones boards, outerwear and gear for recycling rather than landfill. Twelve Board Store is an official Jones Re-Up drop-off point. Bring in your old Jones gear and we'll process it through the program.

What is Protect Our Winters?
Protect Our Winters (POW) is the climate advocacy organisation founded by Jones Snowboards founder Jeremy Jones. It mobilises the snowsports community around climate action — lobbying, public engagement and direct advocacy for policies that address climate change. POW is why snow seasons matter beyond economics. As a Jones EPICenter we actively support this mission.

Are any of the brands you carry B Corps?
Yes — Jones Snowboards and Mons Royale are both certified B Corps, meaning they meet verified standards for social and environmental performance. B Corp certification is meaningful in the outdoor industry — it requires genuine accountability, not just marketing claims.

Community & Social

Where can I follow you on social media?
Instagram: @twelveboardstore — our main channel for new arrivals, riding content, workshop footage and in-store events. TikTok: @twelveboardstore. We're active on both and it's the best way to stay across what's happening in store and on the mountain.

Do you run in-store events or demos?
Yes — we run events through the season including demo days, brand events, backcountry tours and community sessions. Follow us on Instagram for announcements or ask in store what's coming up.

What is Let's Split?
Let's Split is our annual splitboarding and backcountry community event run at Mt Stirling — a guided day in the field for riders of all backcountry experience levels. One of the best days of the year. Follow us on Instagram for dates and registration each season.

What is Spring Split?
Spring Split is our end-of-season backcountry event at Mt Stirling — celebrating the close of the splitboard season with a community day in the field. Dates announced through the season on our Instagram.

Do you sponsor riders or work with creators?
We support riders and community members who genuinely ride our gear and represent our values — not influencer arrangements, real rider relationships. If you're a committed rider who aligns with what we're about, get in touch via our contact page.

Wholesale, Trade & Media

Do you sell wholesale or to trade accounts?
We're a specialist retailer, not a distributor. We don't sell wholesale. If you're looking for brand distribution contacts in Australia, we can point you in the right direction for the brands we carry.

Can I feature Twelve Board Store or our products in media?
Yes — we're open to media features, editorial coverage and product loans for relevant publications and content creators. Contact us via the contact page with your brief.

Are you open to brand collaborations or partnerships?
Selectively — we already have long-term partnerships with Jones, Mint Tours and others that are genuinely aligned with our business. New partnership approaches are welcome if they're relevant to our riders and community. Contact us with your proposal.

About the Store

Where are you located?
435A Bridge Road, Richmond VIC 3121 — about 3km east of the Melbourne CBD. Street parking on Bridge Road and surrounding streets. Tram 48 or 75 stops directly outside.

What are your opening hours?
Open 7 days. Current hours on our contact page and Google Business Profile. Hours may vary on public holidays.

How long have you been trading?
Since 2013. Rider-owned specialist store — not a chain, not a general sporting goods retailer. Every staff member rides the gear we sell.

Are you an authorised dealer for the brands you carry?
Yes — authorised Australian dealer for every brand we stock. Full manufacturer warranty, no grey-market imports, no warranty risk on expensive gear.

What is the Jones EPICenter?
Jones Snowboards' highest dealer designation globally — awarded to stores that meet Jones's standards for product knowledge, range depth and brand expertise. We are the only Jones EPICenter in Australia and the largest Jones dealer in the southern hemisphere. See our Jones EPICenter page.

Do you have a loyalty program?
Yes — loyalty program for repeat customers. Ask in store or contact us for details.

Can I register my product for warranty?
Yes — register on our product registration page to activate warranty support and make future claims faster.

Do you offer snowboard travel?
Yes — through our 20-year partnership with Mint Tours. Japan, Canada, USA, Europe and beyond. We ride these trips ourselves. See our Mint Tours page.

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Still have a question? Call us on 03 9421 2293, visit us at 435A Bridge Road Richmond, or send us a message. Open 7 days.