FAQ
Size
How do I choose a suitable size for my ski wear?
We suggest you read the size chart of each item carefully before placing the order, and take measurements of your hips, bust, waist and other body parts according to the chart. Remember to leave some extra space when you are shopping for the outer layers, cuz you'll need a couple of layers under your jacket to keep you warm and comfortable on the powder! Of course, you're always welcomed to contact and consult to us via e-mail if you have any question or concern.
What should I do if the size I purchased doesn't fit?
Please contact us via e-mail and we will provide you with return or exchange service according to your situation.
Is your size chart standardized?
Our size chart may differ slightly from other brands, so we recommend checking your measurements against our chart to ensure the best fit.
Color
Is the real color the same as photographs?
Yes, we shot them by ourselves! But there might be a slight color variation due to limitations in photography and the inevitable differences in monitor settings. The colors shown in the photograph may not correspond 100%, we suggest that you try on your gear in a bright light.
Payment Security
How secure is my information when placing an order on the website?
While shopping online at GSouSnow, you are assured that your credit card cannot be read by a third party while in transit and your information will remain private and protected. We use 128-bit encryption, the highest level of security available online today. Our server uses Secure Sockets Layer (SSL) which encrypts or codes all the data you enter, so you can relax and feel completely secure with your order.
Shipping & Delivery
How long does it take for my order to ship?
When you place an order with GSouSnow we need 1-3 business days to process your order. If any items are out of stock or we need more information to process your order, we will contact you via email. Once shipped, you will receive a tracking number to monitor your order's progress.
Why isn't the tracking updating at all on my order?
As being shipped internationally, it may take some time for your parcel to get an update when it is in transit or during the customs inspection. Also, the frequency of updating differs depending on different logistics company. Of course, you can always contact us via E-mail and we'll be more than happy to check it for you!
What happens if I'm not home when it arrives?
Signature may be necessary for the package to be delivered. So it is preferable for you or somebody else to be at home. If you have missed the package, please check with your local shipping company or post office with your tracking number to pick up the parcel as soon as possible.
After-sales Issues
What should I do if there's a problem with my gear purchased?
If a problem arises during use of your gear, it may be eligible for repair or replacement under its manufacturer warranty. Every brand’s warranty policy is different, and is usually listed on their website. Some manufacturers prefer that you send the product directly to them, and others require that you first return it to us. If you are returning hardgoods (skis, snowboards, bindings, wakeboards, kneeboards) you are responsible for the return shipping back to you. Please keep in mind that most manufacturers only cover specific defects in workmanship, not damage caused by wear and tear, and we must defer to the decision of the vendor. If you think that your product is defective and eligible for warranty, please contact us so that we can go over the warranty procedure with you and determine the best course of action. We will work with you every step of the way to ensure your warranty claim is resolved to your satisfaction.
Still need help?
If you didn't find the answer you were looking for, please contact our customer service team: service@gsousnow.com