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Security |
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Q: |
Is your site secure? |
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A: |
At Larry Adler's we take security seriously. We not only have the latest in security Certificates from InstantSSL in the USA but use the latest encryptions for all credit card transactions. |
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Q: |
Do you distribute my name and address to any 3rd Party? |
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A: |
No! (more details in our privacy statement.) |
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Payment Methods |
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Q: |
Can I pay using BPAY? |
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A: |
Yes, for Australian orders only. International orders cannot use BPAY, as it is a national service only. After you complete your order online we will verify that the stock is available. Upon verification, we will send you our biller code, and your reference number. After receiving payment, the order will be sent to the address specified in your order. |
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Q: |
Do you accept Credit cards for Australian orders? |
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A: |
Yes. We accept the following cards: Visa, MasterCard, American Express, Diners. For AMEX and Diners there is a 2.5% surcharge. |
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Q: |
What payment do you accept for international orders? |
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A: |
All international orders are paid using PayPal |
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Returns/Exchanges |
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Q: |
What is your Return/Exchange Policy? |
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A: |
If you have made an incorrect choice Larry Adler Ski & Outdoor will exchange or refund regular priced items with proof of purchase within 14 days if the product is still in original condition and packaging intact. |
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Q: |
Can I return my online purchase at one of the stores? |
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A: |
Yes, with proof of purchase, we will gladly exchange, repair or credit any purchase made online at any of our Australian stores within 14 days of purchase. |
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Q: |
Can I buy my goods online and have them sent to the store for me to collect? |
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A: |
Yes, goods purchased online can be sent to any of our Larry Adler Ski & Outdoor Australian locations for your convenience. Just enter the store location in the delivery addresss area when placing your order. |
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Q: |
What if I have lost my receipt? |
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A: |
It is the responsibility of the customer to provide the proof of purchase if the receipt is lost eg: credit card statement. |
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Q: |
How soon will my refund/exchange be processed? |
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A: |
Your refund/exchange will be processed within 7-10 working days from receipt of returned goods. |
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Q: |
Do you return Sale Items? |
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A: |
Should you experience a fault or defect with a sale item we will exchange, repair or refund the item providing that the fault or defect was not evident at time of purchase and not the reason the product was discounted in the first place. A refund or exchange is not available on sale items should you simply change your mind and all sale items must be returned within 7 days of purchase. |
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Freight and Handling |
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Q: |
What are your freight and handling charges? |
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A: |
Our freight and handling charges are $10 for Sydney standard, $20 for Sydney Express, $15 for country NSW standard, $25 for country NSW Express, $20 interstate standard and $25 interstate Express or country with the exception of skis that are flat $25 per pair Australia wide. We aim to provide the best local, interstate and international transportation to our clients. |
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Q: |
What is standard delivery? |
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A: |
For standard delivery allow up to 4-7 working days. All orders must be placed by 12 noon Monday - Friday. |
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Q: |
What is express delivery? |
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A: |
For express delivery allow 1-3 working days (depending on where you are located. For WA order please allow up to 12 days). All orders must be placed by 12 noon Monday - Friday. |
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Q: |
Do I have to be at home to receive my purchase? |
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A: |
Goods cannot be delivered to PO boxes or left unaccounted for. Someone must accept and sign for the parcel. Note of an attempted delivery will be left with carrier contact details. |
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Q: |
Do you ship internationally? |
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A: |
Yes. You will be advised of freight costs via email before your transaction is processed. |
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Q: |
How can I track my purchase? |
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A: |
Please email shop@larryadler.com or call
1800 ADLERS should you wish to obtain your tracking number or if your package has not arrived by the due date/time. We will be more than happy to contact the carrier on your bahalf. |
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Warranty |
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Q: |
What do I do with faulty goods under warranty? |
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A: |
If for any reason you have a problem with your purchase due to faulty workmanship or materials we will refund, exchange, repair or credit. |
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Q: |
What are the regulations for warranty claims? |
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A: |
We cannot warranty goods without proof of purchase or those outside Australia and those not within the warranty period laid down by the individual manufacturer. (Usually 12 months) |
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Q: |
What if my goods are damaged during transit? |
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A: |
If faulty goods are damaged in transit Larry Adler Ski & Outdoor take full responsibility for all freight charges. Please contact our Customer Service team on 1800 ADLERS to register your claim. |
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Q: |
How can I obtain more information regarding any problems with purchase? |
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A: |
1800 ADLERS - Customer service is available from
9am-5pm Monday - Friday. |
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Guarantee |
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Q: |
What is your guarantee? |
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A: |
The Larry Adler guarantee is 100% total customer satisfaction or we repair, replace or refund at no cost to you within 30 days of purchase provided the goods have not been wilfully damaged in any way. |
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Rental |
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Q: |
What is "Kids Ski Free"? |
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A: |
If both parents (or two accompanying adults) each hire their ski, boots & poles or snowboard & boots, for 6 days or more, Larry equips two children for the same up to 12 years of age with "carve" skis, boots & poles FREE of charge (offer does not include clothing). Should a child wish to upgrade to a snowboard package, they may do so for the difference in price. |
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Q: |
If I book my Rental gear in Sydney, can I collect it in the mountains? |
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A: |
Yes. We strongly recommend advance bookings for rental gear. Once you are sized up in Sydney your order will be flagged for pick up from our Jindabyne store. Please return your Rental gear to the store from which you collected it. |
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Q: |
Where can I drop my Rental gear off to? |
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A: |
Please return your Rental gear to the store from which you collected it. |
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Q: |
If I wish to take my Rental gear from Sydney once I make my booking, how soon can I collect it? |
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A: |
All Hire gear booked in the Chatswood and Kent St stores, must be booked at least by 12 noon the day before you you wish to collect your gear. Goods may be collected from 12 noon on the day of pick up. |
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Q: |
Can I demo skis in Jindabyne before I buy? |
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A: |
Yes and we will credit the one days demo fee towards your purchase. |
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Q: |
Can I swap over my ski package to a snowboarding package half way through my rental period? |
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A: |
Yes for the difference in price. |
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Q: |
Can a child on the "Kids Ski Free" programme swap their ski package over to a snowboarding package half way through their week? |
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A: |
Yes. Normal snowboard rental charges will apply for the period. |
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Q: |
Can I book my rental gear in Sydney for pick up in Niseko Japan? |
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A: |
Yes. You can pre book at any of our stores in Sydney or Jindabyne and it will be packed and waiting for you at our Niseko store on the date you have requested. Our computer system allows us to reserve items down to the exact size colour and model |
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Q: |
Can I book my rental gear on-line for pick up in Niseko Japan? |
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A: |
Yes. It will be packed and waiting for you at our Niseko store on the date you have requested. Our computer system allows us to reserve items down to the exact size, colour and model. If you have any trouble going through the prompts on-line please call 1800 Adlers and we can talk you through. |
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Q: |
If I rent gear to take overseas am I charged for travelling time? |
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A: |
No. We charge only the time you are planning to ski. |
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Q: |
Do you have special rates for corporate or large groups? |
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A: |
Yes for details contact marketing at head office 02 99137833 or email info@larryadler.com |
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Q: |
If I am not happy with a certain model ski or snowboard can I exchange for another at any time during the rental period? |
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A: |
Yes depending on availability. |
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How to redeem vouchers online |
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Q: |
How do I redeem my Christmas Voucher online? |
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A: |
Simply complete your order
online. When we receive your order, we will verify you are an member and deduct the $50 before processing. |
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Our Stores |
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Q: |
Where are your retail stores? |
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A: |
Kent St Sydney, Chatswood, Collaroy, Jindabyne and Niseko Japan |
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Help |
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Q: |
When can I call for help? |
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A: |
You can call 1800 ADLERS (1800 235 377)
(9am |
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GST-Free shopping |
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Q: |
Do I pay GST on items delivered outside Australia? |
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A: |
Travellers can purchase goods GST-free from any retailer who can arrange the export of the goods to an overseas address. Larger items can be purchased under this scheme and sent directly to the traveller's address overseas. Goods must be purchased no earlier than 60 days before the goods are exported.
Please see http://www.ato.gov.au/content/47516.htm for more details. |
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Q: |
I'm an Australian resident - can I claim a GST refund for items I am taking overseas? |
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A: |
The Tourist Refund Scheme (TRS) enables you to claim a refund, subject to certain conditions, of the goods and services tax (GST) and wine equalisation tax (WET) that you pay on goods you buy in Australia. The TRS is open to all overseas visitors and Australian residents, except operating air and sea crew.
To qualify for a refund you must:
• Spend $300 (GST inclusive) or more in the one store and get a single tax invoice
• Buy goods no more than 30 days before departure
• Wear or carry the goods on board the aircraft or ship and present them along with your original tax invoice, passport and international boarding pass to a Customs Officer at a TRS facility
• The refund only applies to goods you take with you as hand luggage or wear (unless aviation security measures, effective from 31 March 2007, in regard to liquids, aerosols and gels prevent you from doing so) onto the aircraft or ship when you leave Australia. It does not apply to services or goods consumed or partly consumed in Australia, such as wine, chocolate or perfume. However, unlike other tourist shopping schemes, most of the goods, such as clothing and cameras, can be used in Australia before departure.
Please see http://www.customs.gov.au/site/page4646.asp for more details. |
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Q: |
How do I claim the TRS refund? |
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You will need to present the following at the Customs TRS facility when you depart Australia:
- Your goods (unless aviation security measures, effective from 31 March 2007, in regard to liquids, aerosols and gels prevent you from doing so) to prove you are taking them out of the country
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The original tax invoice totalling $300 (GST inclusive) or more from the retailer (to provide information for Customs officers), dated within the last 30 days
- Your passport
- Your international boarding pass or other proof of travel
Tax invoices for purchases of $1000 or more must contain additional information, such as the name and address of the purchaser.
Claims at airports are available up to 30 minutes prior to the scheduled departure of your flight.
Claims at seaports should be made no earlier than 4 hours prior to the scheduled departure of your flight.
The TRS facilities are located past Customs and Immigration outwards processing at international airports in sydney, Brisbane, Melbourne, Perth, Cairns, Adelaide, Darwin and Gold Coast, and at selected cruise liner terminals. If you are leaving Australia from a seaport you should contact Customs to find out if and where you can make a claim.
Your claim will be refunded by cheque, credit to an Australian bank account, or credit card, after being processed by Customs and your bank or card issuer. |
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