SUPPORT

Frequently asked questions

My product has not arrived?


Please check the tracking number provided by PLAY when your item was shipped. If you have any questions then please complete the submission form on the support page of the PLAY website, or email info@playsnowsports.com and we will provide assistance as soon as possible.




How long will my product take to get here?


We will package and mail your item within 3 business days of receiving your order. Shipping times will depend on your location. If your order is being shipped within Australia, the estimated shipping time 2-4 days. Estimated shipping on international orders is 8-10 days.




My product has arrived and it's damaged, who should I contact?


Please complete the submission form on the support page of the PLAY website, or email info@playsnowsports.com and we will provide instructions on how to proceed.




Will I be provided with a tracking number?


Yes. Once your order has been paid and completed, we will ship your item within 3 business days. Once shipped, PLAY will send you a confirmation of shipment which will include a tracking number and tracking website.




Do PLAY products come with a warranty?


PLAY does not provide a warranty on products. Given the nature of skiing and the risk of impact/accidents, PLAY testers work very hard to test products thoroughly before being made available for purchase. This is to ensure that our products, if used correctly, withstand the stresses of all types of skiing. However, in the unlikely event that your product has an obvious manufacturer's defect then please contact your seller immediately. If you purchased your product through a retail shop then please contact the shop directly. If you purchased your product through the PLAY online shop then please complete the submission form on the support page of the PLAY website, or email info@playsnowsports.com and we will respond with a solution as soon as possible. Please refer to the warning label/s attached to your product along with the video guide on the support page to ensure correct use of your product. PLAY will not provide a replacement for obvious misuse, neglect, heavy impact/collision, loss or any other damage that your product may sustain due to mistreatment.




Where is PLAY located?


Jindabyne, Australia is home to PLAY. Jindabyne is located in close proximity to two major Australian ski resorts providing the perfect testing ground for all PLAY products. Weather in the Australian alps is harsh with high precipitation, extreme temperature variations and strong winds. This weather creates extreme testing conditions enabling PLAY products to be pushed to their limits in their development phase.




Tell me about the development of PLAY products?


Jindabyne, Australia is home to PLAY. Jindabyne is located in close proximity to two major Australian ski resorts providing the perfect testing ground for all PLAY products. Weather in the Australian alps is very harsh with high precipitation, extreme temperature variations, gail force winds and variable snow conditions. This creates extreme testing conditions enabling PLAY products to be pushed to their limits during development. PLAY products are designed and tested by PLAY athletes. Nothing goes to market without our testers being completely confident that the product will perform to high standard in all conditions. Our team of athletes also contribute their ideas on the types of products that our industry needs to improve performance in skiing.




What is PLAY's return policy?


If you purchased your product through a retail shop then please refer to the retailer's return policy. If purchased through the PLAY online shop, your item can be returned up to 10 days after receipt of the item for a full refund. The refund will be returned to your original method of payment. The item must be unused and returned in the exact condition that you received it in, with the original box, packaging and tags attached. Return shipping of the item is at the buyers expence. If you wish to return the item please first contact us using the submission form on the "support" page of the PLAY website. Please take the time to carefully package your returns. It is the responsibility of the customer to pay costs relating to the repair of returned items that are damaged in shipping due to improper packaging.




How does the Twist-Lock adjustment system work?


Yes and it's very easy! Simply twist the upper section anti-clockwise against the lower section to unlock the system. Then pull/push the pole to the desired length. Finally twist the upper section clockwise against the lower section to lock the system. The new Twist Lock 2.0 adjustment system is sleek, robust and can withstand up to 70kgs of load if used correctly. Customers have been extremely happy with this new adjustment system and we are confident that you will love it too!




Do we ship internationally?


Yes we do. Please add items to your cart and head to the checkout. If your country is not recognised then please select it from the drop down menu below the price on the lower right of the screen. The shop will then automatically add shipping costs to your order.




How do I secure the wrist strap?


The wrist strap has two settings. When you receive the poles, the wrist strap will be easily adjustable by pulling the tab at the back of the grip. It can also loosen very easily. If you prefer to ski with the wrist strap firmly secured at a specific, remove the rubber cube from the housing and re-insert with the teeth facing down. Ensure the loop is at the desired lenght prior to re-inserting the cube.





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Alternatively you can email sales@playsnowsports.com