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Working Hours
Pacific Standard Time
(West Coast)
We are open (excluding all
major holidays):
Monday-Friday: 9:00 am to 3:00pm
Who We Are
MTBZ.com is the largest retailer in the
US
mountainboarding industry. Mountainboarding is our specialty, and
our full time business. Most of our competitors are fly-by-night
companies, who operate their businesses part time. NOT US! This is
our full time business, which allows us to be dedicated to our business and our
customers. We carry full inventory of our products which gives you
the following benefits; if it is listed on our site, it is in stock,
we can ship the products the day you order them and we can provide
express shipping options. We ride mountainboards and proudly support
the sport, this allows us to know the products that we sell and give
you proper advice about the mountainboards you purchase. We have
been selling online for over 10 years and plan on selling mountainboards
for many years to come!
Privacy Policy
MTBZ.com is committed to protecting your privacy online.
Our site uses the latest security encryption software to protect the
security of the information given to us from our customers. We have
a GeoTrust Secured Certificate insuring the protection of every
order placed (http://www.geotrust.com).
We do not sell or rent your transactional information with others.
All information supplied to MTBZ.com will only be used to
fulfill orders, contacting purchasers to inform them of order
status, sending occasional promotional information and enhancing the
user experience. Our site exceeds industry standards with fast
loading pages..
Our servers are operational 99.99% of the time processing your orders
and guaranteeing safe and secure transactions.
Service /
Support
Unlike many
other online companies that reply with generic e-mail responses,
each and every e-mail received by MTBZ.com is answered by
an actual person. In addition, we strive to answer every e-mail
within a 3-hour period. Sometimes this is not always possible but we
do answer all e-mails as soon as is possible and in the shortest
time possible. We have kind, caring customer service representatives
that genuinely care about you and your order. We will do everything
we can to satisfy you, as we want you to remain a MTBZ
Customer. You are also welcome and encouraged to give us a call toll
free with any questions or concerns, 866-881-4280.
Billing and
Payment
We accept Visa,
MasterCard, American Express, PayPal and Money Orders*. There are no credit card surcharges. Please be
sure to provide the exact name, billing address, and telephone
number as they appear on the credit card statement. Incorrect
information may cause a delay in the time processing the order. All
transactions are subject to verification for safety and security
purposes.
*If you would
like to pay by money order, please give us a call Toll Free at
866-881-4280 to place your order. Please note, we do not
accept Money Orders as a form of payment for shoes or related
accessories!
Shipping
***WE DO NOT SHIP OUTSIDE OF
THE UNITED STATES!!!***
View our
Shipping Information page for detailed
information.
After placing
your order you will receive a confirmation e-mail with details of
the order you just placed. Also included in your confirmation e-mail
is important information regarding your order and guidelines
pertaining to your order. Most orders received before 3:00pm Pac.
Std. Time, will ship the same day. Some orders
may require a little longer, depending on availability (such as
special order items where noted).
If you choose the Next Day, 2 day or 3-day options your order will
be prioritized and is usually fulfilled and shipped same day if
received by us before 3:00pm Pac. Std. Time.
PLEASE NOTE: FedEx will
leave packages at the delivery location at the discretion of the
delivery driver. If you are expecting a package by a certain date,
please be available to receive the package from 8am to 7pm on the
day of the delivery. MTBZ is not responsible for missed delivery
dates due to the recipient not being available.
Shipments to Alaska and Hawaii residents must be shipped 2-day air.
We DO
SHIP TO Military APO's. When ordering using an APO we will
need to contact you after your order with the shipping
charges.
Out-of-Stock Products
MTBZ
does not accept back orders at this time. If for any reason the
product you ordered is unavailable we will contact you and we will
not charge your credit card, or if availability ran out while in
shipping process we will refund your credit card and contact you.
Cancellations
Most orders may
be canceled if cancellation noticed is received before 3:00pm Pac.
Std.
Time. Please Email
info@mtbz.com
or call 866-881-4280
with your order number, name and reason for cancellation. Due to the
our fast processing time, we can only guarantee your product
will not ship if it has been:
1. Cancelled via e-mail or phone on the day the order was placed
before the 3:00pm Pac. Std. Time.
2. Your order was placed after 3:00pm Pac. Std. Time on Friday,
Saturday or Sunday. If we receive your cancellation by the allotted
time, we will cancel your order on Monday.
Please Note! All times are Pacific Standard Time (PST).
There are no charges for cancellations prior to shipping. The
customer is held responsible for all shipping charges for orders
canceled after shipment.
Partial Shipments
If your products
do not arrive in one box, don't panic. Sometimes products ship
separately. Please give the shipments a few days to arrive. If you
feel that an item was not included with your shipment(s) please
e-mail
info@mtbz.com or call 866-881-4280 with your order
number and the items you are missing. A customer service
representative will help you.
Damaged / Defective Products
If your product
arrives damaged or defective, you will need to call us with in 5
business days. All items must be kept as they arrived including
products and packaging materials. Please provide us with your order
number and the problem you are having. A customer representative
will help you resolve the issue
Returns
To return a
product to us, you will need an Return Authorization Number. In
order to get this number you must call us at 866-881-4280 with
your order number, name, items you wish to return and reason for the
return.
Our return
policy is as follows:
We will gladly accept unused product returns less shipping costs
within 30 days of the purchase date. Items must be returned in new condition and in the
original packaging. All "free" items must be returned along with the
purchased product that is being returned. All items will be
inspected upon arrival at MTBZ to insure that all returned items are
in new condition and are in original packaging.
Used items are non-returnable/non-refundable. Returned items found
to be in used condition will be charged a processing fee and a
return shipping fee. Opened wheel packages will incur a $10
restocking fee. Items missing from the
return will be deducted from the refund amount. YOU MUST CALL US AT
866-881-4280 for a Return Authorization before shipping the product
back to MTBZ. Any returned items without a Return Authorization
number written on the return box or packing slip will be refused. |
