Customer Service
Purchase & Delivery
- Due to current Covid-19 measures in Singapore, our studio is temporarily closed and no walk-in’s will be allowed till further notice. All orders will continue to be fulfilled by local delivery or international shipping.
- For local deliveries within Singapore, all orders placed between 7 Apr – 1 June 2020 will be delivered only after 2nd June 2020 – due to circuit breaker extensions. A delivery confirmation will be sent to you within 7 days after 1 June 2020.
- Free local delivery for orders above $100, otherwise a fixed delivery fee of $10 applies. (Deliveries resume 1 June 2020)
- For international shipping, multiple routes to various countries have been affected by Covid-19 lockdowns. We will fulfill all orders as soon as these shipping routes open again. You may contact us at gear@therideside.com for further shipping enquiries.
Return Policy
- All sales are final. We do not provide refunds for all items purchased online or in store.
- All items new and unused* may be returned for a product exchange within 14 days of your purchase date with receipt and/or proof of purchase.
*All items must be returned in original condition, new & unused, including manufacturer packaging, tags, documentation and any accessories. Returns will be refused if items arrive used or damaged due to improper packaging. Please ensure returns are carefully packaged.
- Items without receipt/ proof of purchase will not be eligible for returns
- Only items purchased from the store or online through gear.therideside.com will be eligible for exchanges
- Purchase of sale items, intimates, accessories and gifts are final and cannot be returned, exchanged or refunded
Return Instructions
To request a return, please contact us at gear@therideside.com with your request or head to our Singapore store
When requesting for a return, please be sure to note the item you are returning, invoice number, attach or present the proof of purchase and the reason for your return
If you are sending your returns by delivery method, please address the return label to: The Ride Side Private Limited, 1 Ubi View #03-14 Focus One Building Singapore 408555.
- Please not that all shipping and/or delivery fees for returns will be borne by the customer
- Purchased items are permitted to a one time exchange within 14 days of purchase, unless otherwise stated.
- All exchanges are final and after which, no subsequent exchanges will be permitted
- Exchange to lower value item – no refunds or reimbursements will be made
- Exchange policy:
- Exchanges to a higher value item – a top up is required to match the new total order amount.
- Exchanges to a lower value item – no refunds will be issued.
- All pre-order purchases are final. We do not provide refunds for pre-orders.
- Pre-order purchases are permitted to a one time exchange within 14 days of purchase. After 14 days from date of purchase, all pre-orders are final and no exchanges will be permitted thereafter.
- All exchanges are final and after which, no subsequent exchanges will be permitted.
- Exchange policy:
- Exchanges to a lower value item – no refunds or reimbursements will be made.
- Exchange to a higher value item – a top up is required.
- In the event that a pre-ordered item cannot be fulfilled due to any unforeseen circumstances, a full refund will be made to teh customer.
- All pre-order purchases are final. We do not provide refunds for pre-orders.
- Pre-order purchases are permitted to a one time exchange within 14 days of purchase. After 14 days from date of purchase, all pre-orders are final and no exchanges will be permitted there after.
- All exchanges are final and after which, no subsequent exchanges will be permitted.
- Exchange policy:
- Exchanges to a lower value item – no refunds or reimbursements will be made.
- Exchange to a higher value item – a top up is required.
- Estimated shipment dates of pre-order items will be stated in the product information online. These dates are estimates given by our brand manufacturers. While we will strive to keep to the stated delivery dates, shipment delays might occur due to a variety of reasons. In such circumstances, we seek your understanding and patience which we expedite the order. No refunds will be given if the item has been confirmed and is in transit.
- In the event that a pre-ordered item cannot be fulfilled due to any unforeseen circumstances, a full refund will be made to the customer.
Local Deliveries in Singapore
- Local delivery is available for all addresses in Singapore.
- Free local delivery for all orders above SGD 100, otherwise a $10 delivery fee will be charged.
- All prices are NETT. 7% GST has been included in all prices, there will be no further costs.
- All online purchases are also eligible for in store collection at our studio: 1 Ubi View #03-14 Focus One Building Singapore 40855.
- We do not deliver to P.O boxes, post offices, army camps, hotels and islands in Singapore because your delivery requires a signature upon receipt.
International Shipping
- International shipping is available for the following countries: Malaysia, Indonesia, Thailand, Hong Kong, Taiwan, Vietnam & Philippines.
- For international orders, shipping charges apply and vary between destination countries. All shipping fees will be calculated upon checkout.
- Customers will be responsible for paying any local import tax and/or customs duties.
- For further shipping enquiries, you may contact us at gear@therideside.com
The Ride Side is the ‘Authorised Dealer’ for all brands we carry (full brand list below) and all products sold are covered by their respective brand manufacturer’s warranty. The Ride Side is not responsible for warranty claims and servicing for all items sold. Warranty coverage and claim procedures vary with each manufacturer brand. Explore the links below to learn more about each brand manufacturer’s warranty details, coverage and claim procedure:
If any assistance is required, we will be glad to help where we can. You may get in touch with us at gear@therideside.com.
Warranty Claims & Coverage:
VANS
Accepted Forms of Payment
- We accept all major credit cards: Visa, MasterCard, American Express, Grab Pay, Apple Pay and DBS PayNow.
- We do not support payments from Paypal and Alipay and cash payments.
- Only authorised The Ride Side Gift Cards are accepted.
Currency & Time of Billing
- Your credit card will be charged once your order is accepted on our website and in-store purchases.
All prices stated on the website are in Singapore Dollars (SGD$), unless stated otherwise.
Out of Stock Items
- If an item ordered becomes out of stock, you will receive an email detailing the item in question. You will not be charged for the item, and if charged, will be refunded within 5-10 working days.
Payment Errors
- Please take a screenshot of the error message (if any) and drop us a message at gear@therideside.com.
- Sometimes our mail servers get a little busy, so do give it 48 hours for the order confirmation to come through before contacting us.
- If you’re still having trouble placing an order after multiple attempts, please contact us at gear@therideside.com with a screenshot of the error and we’ll sort it out for you as soon as we can.
- You can check your order history in your account to verify your payment and order status.
Frequently Asked Questions
- For product defects or damages, please refer to the warranty policy.
- The Ride Side is not responsible for product servicing and all requests should be made to the respective brands.
- For assistance on purchasing spare parts, please write to us at gear@therideside.com.
- We are located at 1 Ubi View #03-14 Focus One Building Singapore 408555.
- The nearest train station will be the Ubi MRT Station located on the Downtown Line.
- Please take the lift access to Level 3 and look for #03-14, or the unit with the skateboard ramp.
- Unless a product is part of an “online exclusive” collection, you will be able to find all other products in store.
- We do not take item reservations for in stock items, and all items are sold on a first come first served basis.
- If you would like to ‘reserve’ a product in store, we will need full payment upfront in order to put the item aside for a later pick up.
- Reservations are only allowed for pre-order items. All items must be paid in full upfront in order to get a confirmation.
- Sad, but we are unable to confirm restocks or back orders for the current line-up because of production schedules and timelines.
- If your desired product is out of stock or unavailable, please leave us a message on the “Special Request” form on the product page. We might just be able to do so, but towards the end of the season and subjected to manufacturer’s availability.
- We will put you on the product waitlist and you will be notified once an unavailable item is back in stock. You will be notified via email if it’s your lucky day!
We’re working hard to bring in as many items from the catalogues as we can, but good things take time! If you don’t see an item you want, let us know by dropping us a message at gear@therideside.com.
- “Online only” sales are restricted to only our webstore. We will not be able to extend online sale and promotions to items in store unless it’s a “shopwide” promotion
- “In-store only” sales are restricted to our studio. We will not be able to extend in-store sale and promotions to items online unless it’s a “shopwide” promotion
- Rejoice! “Shopwide promotions” are applied to items both in the studio and on our webstore – go crazy with it while it lasts!
- The winter industry is seasonal business! Most items are shipped around the world between September and December, so you may place an order for an item now, but we will only be able to get our hands on them closer to the end of the year.
- As legit as it can be. The Ride Side is registered in Singapore with ACRA, business registration number 201627652H.
- More than just a shop, we want to provide snowboarders in Singapore with better access to equipment! We believe that with better fitting gear, you will be able to perform better on the mountains.
- We’ve been in this business for 5 years now. Check out the unique snow travel experiences we offer on our travel site: www.therideside.com.
- Absolutely! You should only buy new gear from authorised dealers and websites in order to make your warranty claims valid.
- We are the authorised exclusive distributor in Southeast Asia for CAPiTA snowboards, Union Binding Company, Nitro Snowboards, KORUA Shapes, Mons Royale, Endeavor Snowboards, Sandbox, Gentemstick, Arbor Snowboards, Karakoram, Bataleon, Volcom Snow, Lobster, Switchback, ROME and VANS Snow.
- We are also the authorised dealer for Burton and ANON.
- Looking to have your brand onboard? Drop us an email at daphne@therideside.com.
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