FAQs
Shipping & Delivery
When will my order ship and how long does delivery take?
How much is shipping, and do you offer free shipping thresholds?
Do you ship internationally? Will I be charged customs/duties?
Where is my tracking number? (It hasn't updated yet!)
I put the wrong address or need to cancel. Is it too late?
Your order will ship after the completion of its custom production and quality inspection, which takes 15 to 30 days. After shipping, delivery times vary by method: Standard Shipping (Sea Freight) may take around 15-40 days, while Expedited Shipping (Air Freight) may take 3-10 days. All timelines are estimated from the date of shipment and depend on the destination.
The shipping cost for your order is determined based on the total order value. Typically, international orders totaling $2,000 or more qualify for free standard sea freight. For orders below this amount, you will need to select and pay for either sea or air freight during checkout. For orders totaling $5,000 or more, please directly contact our customer service to handle the shipping and any other order-related details.
Yes, we offer international shipping. Import duties and other related fees that may apply to international orders will be covered by Landrac.
Once your snowboard leaves our workshop, we will promptly send a confirmation email containing the courier tracking number. Please note that tracking updates for sea freight shipments may be slower until the vessel arrives at your local port.
Please contact our customer service immediately. For address changes, we can assist if the order has not yet entered the production or shipping stage. Regarding cancellations, as each snowboard is custom-made after you order, cancellations may not be possible once production has begun. We will evaluate based on the specific order progress.
Returns & Exchanges
What is your return policy window? (Is it extended for the holidays?)
Do you offer free return shipping, or is the cost on me?
Can I exchange my board for a different size directly?
Can I return a board after I’ve mounted bindings on it?
How do I create a return label and send the gear back?
- Our return policy is 15 days, which means you have 15 days after receiving your item to request a return.
- If 15 days have passed since your delivery, we cannot offer you a refund or exchange.
The customer is responsible for all return shipping costs, which are non-refundable. Additionally, a 15% restocking fee is deducted from your refund to cover our inspection and repackaging costs.
We do not offer direct exchanges. To get a different size, you would need to initiate a return for the original board (following all return criteria) and then place a new order for the desired size.
No. Once bindings have been mounted, the snowboard is considered “used” and is not eligible for return, unless there is a verifiable manufacturing defect upon delivery.
You must first contact us via email to request a return authorization. If approved, we will provide you with specific return instructions and the shipping address. Returns sent without prior authorization will not be accepted.
Warranty & Durability
How long is the warranty period on your snowboards?
I hit a rock/tree while riding. Is this impact damage covered?
How do I start a warranty claim? (What photos do you need?)
Will I get a repair, a replacement, or a refund?
1. What is covered under warranty vs. what is considered "wear and tear"?
The warranty periods for our snowboard series are as follows: the Land Tour series comes with a 2-year warranty, the VERTEX and STRATUS series come with a 3-year warranty, and the custom ZENITH series is backed by a 5-year warranty.
Our warranty does not cover damage resulting from impacts with objects like rocks or trees, which is classified as accidental physical damage.
If you need to return an item, please follow the official guidelines: first, contact our customer service, and then provide clear photos from multiple angles and a 360-degree video of the product as required.
We understand that some fading may occur with regular use. Please note that this type of aesthetic wear is not covered by the product warranty. To improve your experience, we are continually investing in better printing techniques for greater color retention.However, if a quality issue is a manufacturing defect covered under the warranty, we will provide a replacement of the same snowboard model.
To help you fully understand the after-sales support for our products, we would like to kindly remind you that due to differences in positioning, functions and designs among different product series, their corresponding warranty policies and coverage scopes will also vary. We recommend that you refer to the relevant chapters in the product manual for accurate warranty information matching your purchased series before use. If you have any questions, please feel free to contact our customer service team for assistance at any time.
How long does it take to manufacture a snowboard? (What is the production lead time?)
What materials do you use for the core (Wood type, Carbon, etc.)?
Are your production processes sustainable or eco-friendly?
How do you ensure quality control on every board?
- Each snowboard is fully custom-built from scratch after your order is placed, ensuring personalized fit and performance.
- The standard queue time is 5 to 10 days. Raw material preparation, manufacturing, and quality inspection each require approximately 5 days.
- The total lead time is about 15 days during off-peak seasons. During peak seasons, the total lead time extends to 15-30 days.
- The Vertex series does not contain any wood core. Other series incorporate varying degrees of carbon fiber, depending on the specific model.
- With the exception of the Lan Tour Standard and Lite editions, all other series feature a carbon fiber reinforced construction.
Our commitment to sustainability includes the use of eco-friendly adhesives today and a pledge to launch products built entirely from sustainable materials.
Our quality is ensured through a multi-stage process: from precise 3D scanning of every board to eliminate tolerances, to advanced image-recognition measurement for performance verification, and finally, a rigorous triple-check by our skilled craftsmen.
Snowboard Selection Guide
How do I choose the right size? (Is it based on height or weight?)
I have large feet (Size 11+ US). Do I need a "Wide" board?
What’s the difference between your Camber and Rocker profiles?
I'm a beginner/intermediate. Which board is best to help me progress?
What is the flex rating, and should I go soft or stiff?
The appropriate snowboard size can be determined by your height and weight. You can refer to the size chart for guidance, or contact our customer service team for personalized assistance.
Board width is customized in relation to the chosen length. We do not carry pre-made, extra-wide boards. For a perfect fit beyond standard sizes, our customer service team can guide you through a personalized consultation for a ZENITH custom build.
Camber and rocker describe the curve of a ski or snowboard when you look at them from the side. Skis and snowboards with camber have midsections that arch off the snow slightly when unweighted, while skis and snowboards with rocker have midsections that rest on the snow and tips and tails that curve up. Camber provides springiness and good edge control while carving turns on hard snow. Rocker provides superb flotation in soft snow and easy turn initiation. There are cambered skis, rockered skis and blends of the two. Choosing what's best for you requires which depends on snowboard performance chart.
For a beginner/intermediate snowboarder looking to progress, the best board is typically a soft-to-medium flex, all-mountain twin or directional twin with a hybrid camber profile (like Rocker/Camber/Rocker), offering forgiveness for mistakes while providing stability and pop for learning new skills like carving, switch riding, and small park features. The Land Tour series could be the best choice for you. Also, STRATUS 26, STRATUS Comfort Flat26 are suitable for intermediate snowboarders.
Flex rating measures ski/snowboard boot or board stiffness, indicating how much force (leaning forward) it takes to bend it; soft (beginner/intermediate) boots (60-90) are forgiving for easier turns and comfort, while stiff (advanced/expert) boots (100+) provide power, precision, and stability for aggressive, high-speed skiing, with the right choice depending on your skill, weight, terrain, and style, though soft is generally better for freestyle/park and stiff for carving/freeride.