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 firstname.lastname@example.org 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 email@example.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.
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.
What is PLAY's return policy?
If you purchased your product through a retail shop then please refer to the retailer's return policy.
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.
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.