Frequently Asked Questions

Shipping Information

How much is shipping?

Delivery is FREE in Australia when you spend $50.00 or more, except for all clearance items. Due to the very low prices of clearances items, these products will incur relevant shipping fees. If under $50.00 shipping will be charged at checkout dependent on weight and location of your premises. Local pick up is available at checkout. 

If you supply an incorrect address and your parcel is sent back to us (RTS) you will be notified and you will have to pay for the parcel to be re-sent.

While we will package the goods as best we can, Sugarcane Skateboards is NOT liable for any loss or damage of goods when being delivered.

How will my order be delivered?

Our orders are delivered via standard Australia Post eParcel shipping.  When we have shipped your order, you will receive an email with your Tracking Number.  You can track the delivery status of your order at: http://auspost.com.au/track. If you didn’t receive your confirmation or shipping email please check your email’s Junk Folder 🙂

Can I have my parcel delivered to a business address?

Yes!   If you are having your item posted to a business address, please include the business name on your order.

What if I am not there to accept my parcel?

If you wish to have your parcel left at your shipping address if you are not home, that’s OK with us but no responsibility will be taken for missing items. You may want to send it to a business address instead, just don’t forget to include the business name!

Did you receive my order?

We will email a confirmation of the order placed online, make sure to check your email’s Junk Folder. If you have not received this, please contact us on sugarcaneskate@gmail.com. 

How long will it take to receive my order?

We endeavour to ship same day for orders placed and paid before 12:00pm EST (next business day for orders placed on weekend/public holiday) and deliver via Australia Post. However, please allow up to two days for us to process your order. Dependent on your location, standard delivery will be made from 1-7 business days and can take longer during holiday periods. 

Estimated delivery time

Estimated delivery time is 1-4 business days for QLD, 2-5 business days NSW, ACT, TAS, and VIC and 2-7 business days for SA,NT & WA. Some remote WA and NT locations can take up to 14 business days. Be aware, these are only APPROXIMATES and can take longer dependent on Australia Post. Please ALLOW up to 30 DAYS for delivery of your item. If your order is out of stock at time of purchase, we will contact you to inform and do allow up 30 days. If this will take longer due to supplier issues, we will notify you. 

You will be provided with an Australia Post tracking number with your shipment confirmation email and you can track the delivery status of your order at: http://auspost.com.au/track. 

*If an incorrect address is supplied and goods are returned to us, we will need to charge you shipping before we can resend it to you.*

TERMS and CONDITIONS

Acceptance

The website is operated by Sugarcane Skateboards. Your use of the website is conditional upon your acceptance and compliance with the terms, conditions, notices and disclaimers set out below (“Terms and Conditions”). Your use of the website constitutes your agreement to the Terms and Condition.
Sugarcane Skateboards reserves the right to amend the Terms and Conditions at any time and without notice to you. Your continued use of the website after any amendment becomes effective constitutes an agreement by you to abide and be bound by the Terms and Conditions, as so amended.

Capacity

The products on the website are only available for sale to individuals who can make legally binding contracts.

Orders

Sugarcane Skateboard’s website showcases all products available for you to purchase and are available for shipping. Sugarcane Skateboards at no time implies these products may be in stock. Any order placed by you in the manner described in this website is an offer by you to purchase a particular product for the price (including the delivery and other charges and taxes) specified in this website at the time you place your order on these Terms and Conditions. Sugarcane Skateboards reserve the right to accept or reject your offer for any reason, including, without limitation, the unavailability of any product, an error in the price or the product description posted on this website, or an error in your order. Your receipt of an electronic or other form of order confirmation does not imply our acceptance of your order. All orders placed must first go through our credit and fraud security process. We may require additional information before your order can be accepted.

Sugarcane Skateboards offers a back order service and special orders. Delivery times will vary due to stock availability, and order processing. Please allow up to 30 days for delivery. Sugarcane Skateboards at no times implies that the stock will be available at time of purchase from back orders. If a product is superseded or ‘sold out’, Sugarcane will offer an equivalent product, or a FULL refund.

Prices

Prices of products and services and delivery and other charges displayed on this website are current at the time of issue, but may change at any time and are subject to availability.

Goods and Services (“GST”) and Other Taxes

Prices displayed on this website are inclusive of GST applied at the rate of 10%.

Risk and Title

Sugarcane Skateboards will retain title to the products you order until you have made payment in full for those products, but all risk in the products will pass to you upon their delivery to or collection by a postal or courier service. You should consider whether to obtain any suitable insurance.

Refunds & Returns

The circumstance in which we are obliged to make a refund or return is detailed in our Returns Policy.

Limitation of liability

Sugarcane Skateboards will in no way be liable for any direct, indirect, incidental, special or consequential damages, resulting from use or inability to use the website or for the cost of procurement of substitute products or resulting from any products purchased or obtained or messages received or transactions entered into through the website or resulting from unauthorized access to or alteration of your transmissions or data or of any information contained on this website, including but not limited to, damages for loss of profits, use, data or other intangible, even if we have been advised of the possibility of such damages.

Where any Act of Parliament implies in the Terms and Conditions any term, condition or warranty, and that Act avoids or prohibits provisions in a contract excluding or modifying the application of or exercise of, or liability under such term, condition or warranty, such term, condition or warranty shall be deemed to be included in the Terms and Conditions, however, the liability for us on any breach of such term, condition or warranty shall be limited, at our option, to any one or more of the following:

  • if the breach relates to goods:
  • the replacement of the goods or supply of equivalent goods;
  • the repair of such goods;
  • the payment of the cost of replacing the goods or of acquiring equivalent goods; or
  • the payment of the cost of having the goods repaired;
  • if the breach relates to services:
  • the supplying of the services again; or
  • the payment of the cost of having the services supplied again.

Gift Certificates

  1. The gift certificate is only good for a single transaction; any remaining amount is not exchangeable for cash or another voucher and will be automatically forfeited.
  2. Any additional cost exceeding the value of this voucher will be paid by the redeemer.
  3. The gift certificate will be considered null and void without the Expiry Date and Authorized Signature being filled up, seal and other authentication signs or if tampered.
  4. The gift certificate will not be replaced when lost, damaged or stolen.
  5. The certificate is valid only online via Sugarcane Skateboards
  6. In the event of any dispute, the decision Sugarcane Skateboards and any representative is final.
  7. Sugarcane Skateboards reserves the right to amend these terms and conditions without prior notice.

Information & Content

The material on this website is intended only to provide a summary and general overview on matters of interest.

This website and the information contained within it, is subject to continuous change and although we attempt to ensure the content is correct and current we do not guarantee its currency nor correctness due to delays, errors and omissions which may occur.

To the maximum extent permitted by law, Sugarcane Skateboards takes no responsibility whatsoever to you or anyone else for any loss or damage suffered as a result of or in connection with the use of this website or any of its content. This includes, but is not limited to, the transmission of any computer viruses and any subsequent constructive loss which may occur. We recommend that prior to downloading any files, photos or articles, an appropriate virus check should be conducted.

Sugarcane Skateboards provides links to other sites for your convenience, however we take no responsibility as to the accuracy or currency of information on those sites. We do not endorse any information, goods or services referred to within the sites and our provision of links should not be taken to be an endorsement.

Sugarcane Skateboards authorises printing of content for personal use only and, all other use, copying or reproduction of this website or any part of it is prohibited (except to the extent permitted by law).

Refunds and Returns Policy

All returns must be made within 30 days of purchase and items MUST be in a clean, unused condition with all originals tags and bar codes included – so please try it on before removing tags!  We are not able to accept returns for customised items (eg. gripped decks, custom built decks), or items that have been worn, washed, mistreated or misused!  

Most product pages will include information on sizing as an estimate only, if you require further assistance, please email us on sugarcaneskate@gmail.com and will be glad to help! If you require an exchange, just order again online immediately as items do sell out. You can then return your item for a refund as long as it meets the above requirements.  If goods do not meet the above return policy requirements, this will be the responsibility of the customer to retrieve.

Sale and clearance items cannot be exchanged or returned unless product is faulty.

All shipping costs for returns will be the responsibility of the customer unless product is faulty.   If returning your item places your original order under $50, the $6.95 shipping cost will be deducted from your refund amount. Please allow 3 to 14 days for refunds to be processed.

Board Breakage

The main cause for cracks or breaks is improper foot placement when landing jumps and tricks etc. Always try and land on the bolts (trucks). Everyone breaks boards eventually down the track. Unfortunately, there are no refunds for board breakage under any circumstances.

Delamination 

If your board is delaminating (layers separating), take some photos, send to sugarcaneskate@gmail.com along with a copy of your purchase invoice. Explain to us what has happened, and will make an assessment of your issue. If your board is more than two months old, there will be no refunds or exchanges for board delamination under any circumstances.

Payment Options

How can I make payment?

Easy…!

  • Direct Deposit – BSB: 084-846 Account No: 47 818 6975 (In your reference please include your Order # and your name in the remit section of transfer).  Once payment has cleared, goods will be sent for delivery. 
  • Credit Card (Visa and Mastercard)

Advice about your Skateboard

Advice for longevity of your skateboard

Water Damage

If you want your skateboard to last, stay out of the water! It will rust your bearings, cause your deck to come apart (delaminate), destroy your bushings, and possibly cause your deck graphic to smear. Avoid wet conditions. Water is biggest factor in board failure. With bearings, we adivse you to put bearing spacers between your bearings in each wheel. That way the bearing will last and you can ‘lock off’ the wheel with you speed rings and bearings. Further, having spacers prevents axle truck slip. 

Adjustments to Completes

Since the nuts may loosen in the wearing-in period, make sure they are secure when you receive your complete. Even though all the hardware is self-locking and should stay snug, check it regularly anyway. Your trucks’ king pin nuts should be tightened or loosened to turn to your liking. At first, you may notice that it seems like the trucks stick to one side or that all of the wheels don’t touch the ground when you step on your deck. This is due to the new urethane bushings in the trucks. The bushings will take time to break in, depending on the amount of use the trucks receive. 

Board Breakage

The main cause for cracks or breaks is improper foot placement when landing jumps – always try and land on the bolts!. Everyone breaks boards eventually down the track.. so unfortunately no refunds!

PRIVACY POLICY

This privacy policy sets out how Sugarcane Skateboards uses and protects any information that you give Sugarcane Skateboards when you use this website. Sugarcane Skateboards is committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website, you can be assured that your information will only be used in accordance with this privacy statement. Sugarcane Skateboards may change this policy from time to time by updating this page. You should check this page from time to time to ensure that you are happy with any changes.

What we collect

We may collect the following information:

  1. Name.
  2. Contact information including email address.
  3. Demographic information such as postcode, preferences and interests.
  4. Other information relevant to customer surveys and/or offers.

What we do with the information we gather

We require this information to understand your needs and provide you with a better service, and in particular for the following reasons:

  1. Internal record keeping.
  2. We may use the information to improve our products and services.
  3. We may periodically send promotional emails about new products, special offers or other information which we think you may find interesting using the email address which you have provided.
  4. From time to time, we may also use your information to contact you for market research purposes. We may contact you by email, phone, fax or mail. We may use the information to customise the website according to your interests.

Security

We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.

How we use cookies

A cookie is a small file which asks permission to be placed on your computer’s hard drive. Once you agree, the file is added and the cookie helps analyse web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences.

We use traffic log cookies to identify which pages are being used. This helps us analyse data about web page traffic and improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes and then the data is removed from the system.

Overall, cookies help us provide you with a better website, by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us. You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website.

Links to other websites

Our website may contain links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.

Controlling your personal information

You may choose to restrict the collection or use of your personal information in the following ways:

  • whenever you are asked to fill in a form on the website, look for the box that you can click to indicate that you do not want the information to be used by anybody for direct marketing purposes
  • if you have previously agreed to us using your personal information for direct marketing purposes, you may change your mind at any time by writing to or emailing us at sugarcaneskate@gmail.com

We will not sell, distribute or lease your personal information to third parties UNDER ANY CIRCUMSTANCES. We may use your personal information to send you promotional information about third parties which we think you may find interesting if you tell us that you wish this to happen.

If you believe that any information we are holding on you is incorrect or incomplete, please email us as soon as possible, at the above address. We will promptly correct any information found to be incorrect.

List of cookies we collect

The table below lists the cookies we collect and what information they store.

COOKIE name COOKIE Description
CART The association with your shopping cart.
CATEGORY_INFO Stores the category info on the page, that allows to display pages more quickly.
COMPARE The items that you have in the Compare Products list.
CURRENCY Your preferred currency
CUSTOMER An encrypted version of your customer id with the store.
CUSTOMER_AUTH An indicator if you are currently logged into the store.
CUSTOMER_INFO An encrypted version of the customer group you belong to.
CUSTOMER_SEGMENT_IDS Stores the Customer Segment ID
EXTERNAL_NO_CACHE A flag, which indicates whether caching is disabled or not.
FRONTEND You sesssion ID on the server.
GUEST-VIEW Allows guests to edit their orders.
LAST_CATEGORY The last category you visited.
LAST_PRODUCT The most recent product you have viewed.
NEWMESSAGE Indicates whether a new message has been received.
NO_CACHE Indicates whether it is allowed to use cache.
PERSISTENT_SHOPPING_CART A link to information about your cart and viewing history if you have asked the site.
POLL The ID of any polls you have recently voted in.
POLLN Information on what polls you have voted on.
RECENTLYCOMPARED The items that you have recently compared.
STF Information on products you have emailed to friends.
STORE The store view or language you have selected.
USER_ALLOWED_SAVE_COOKIE Indicates whether a customer allowed to use cookies.
VIEWED_PRODUCT_IDS The products that you have recently viewed.
WISHLIST An encrypted list of products added to your Wishlist.
WISHLIST_CNT The number of items in your Wishlist.

Have more Questions?