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FAQ

Need some help? Got a question for us? Check out our Frequently Asked Questions below.

Shipping

How will my order be shipped?

All orders are shipped from our US warehouse based on the west coast.

The size of your order will determine the carrier that we use. We use USPS, FedEx and DHL but we reserve the right to use the best suited carrier for your delivery location.

How long does shipping take?

Shipping times vary by location so we ask you to allow between 3 and 5 days for most shipments using our standard services. Of course if you would like your order faster just pick Express Shipping at the checkout!

Orders are processed Monday to Friday and will not be despatched on weekends or public holidays.

Please note that deliveries to rural areas may take longer and Express shipping is unavailable in some regions.

Can I collect my order?

Sorry, we cannot currently accept customers at our warehouse. All orders must be shipped to the address provided by the customer.

For customers passing through Vancouver we can accept collections at our office for orders placed online and shipped to us. This is great for customers visiting Whistler and flying into Vancouver. For more information on this service please Email Us.

What if I'm not at home when you deliver?

If you are not available to sign for your parcel then a delivery card will be left at your address. You can then collect your parcel from the nearest collection depot listed on the card.

We can ship to any address provided so if you won't be available at home then we suggest having your order sent to a work address or family member.

How will my order be packaged?

We carefully package all of our orders with sufficient protection to ensure its safe arrival with you and in custom printed bags so you know it's your Airhole when it arrives!

Do you ship internationally?

Yes! We can ship to most international locations, just make sure you choose your location in the top left of the screen.

If you can't find your delivery country then please Email Us and we will see what we can do.

Can I track my order?

Yes! We ship all of our orders using trackable services with a minimum of proof of delivery. Once your order has been despatched you will receive an email containing your tracking number.


Returns

What is your returns policy?

We accept returns on products up to 30 days from your receipt of the order. To start the returns procedure please visit our Returns Center.

All items must be returned in their original condition with their original packaging in order to receive a refund.

All return shipping costs must be covered by the customer.

Our full returns policy can be found HERE.

How long will a refund take?

As soon as we have received your return we will process a full refund minus any original shipping charges. Refunds are normally processed the same day but depending on your card issuer can take a few days to appear on your account statement.

We recommend choosing a trackable service so that you can see when we have received your return.


Payments

How can I pay for my order?

We currently accept Visa, Mastercard and American Express (Amex) payments made online through our secure payment portal.

Unfortunately cannot accept cash, cheque, Paypal or other forms of payment at this time.

Can I pay by Paypal?

Unfortunately we are currently unable to accept payment via Paypal.

I have a gift card. How do I use it?

Gift cards purchased through our online store can be used to pay for all or part of a purchase. Just enter the unique gift card number at the checkout and our system will automatically work out the discount.


Sizing

What size facemask should I buy?

Getting the right size facemask is important. Get one that's too big or too small for you and you won't be having fun. Check out the size guide on each of our product pages for more help.


Warranty

What is your warrnaty policy?

Airhole Facemasks warrants all products to be free of defects in material or workmanship for a period of one (1) year from the date of purchase.

If you purchased your board from an authorized Airhole dealer then please return the product to them to begin a warranty claim.

If you purchased direct from the Airhole online store then please visit our Warranty Page to begin a claim.

For our full warranty policy please see our Warranty Page.


Stores

Do you have any stores?

All of our authorized retailers can be found in our Store Locator.


Free Stickers

Can you send me some free stickers?

We love it when our fans want to represent us! To get a pack of free Airhole stickers please send a self addressed envelope to the address below. Please make sure you include enough return postage. We recommend using envelopes 9" x 7" to get our best stickers!

Airhole Sticker Request
439 Railway Street
Vancouver, BC
V6A 1A7
CANADA


Privacy & Security

How do you handle my privacy?

We consider your privacy of the utmost importance.

You can view our full privacy policy HERE.


Getting In Touch

How to contact Airhole Facemasks

To get in touch with us please Email Us.

We aim to respond to all email enquires within 24 hours but during busy periods responses may take longer. Our customer service advisors operate 9-5 PST Mon-Fri (excluding public holidays). Emails received outside of these hours will be responded to during the next available working hours.

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Sizing Chart

Airhole Size Chart

Airhole Size Chart
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