Frequently Asked Questions
Eternal's Most Frequently Asked Questions
(and the best answers that we could come up with)
- A. Where are you located?
- B. How can I contact you?
- C. What are your store hours?
- D. When do you charge me?
- E. How long does shipping take?
- F. How do you ship?
- G. Do you warranty your products?
- H. Why are the colors different?
- I. What is your return policy?
- J. Do you ship Internationally?
- K. Do you ship to Canada?
- L. Do you have any sponsorship?
We are located in Sparks, Nevada. Our online offices, retail and warehousing is at 33 East Freeport Blvd Sparks, Nevada 89431. The shop is within 10 minutes of the Reno-Tahoe International Airport: RNO. Click Here for directions to either location.
Toll Free Telephone: 1-800-838-3762
INTERNATIONAL CUSTOMERS (excludes Canada)
Please remember we are in the Pacific Time Zone USA (PST)
Office hours are Monday - Friday 9am to 6pm Pacific zone.
Or if you would like to get a hold of us through Facebook or Twitter please feel free!
And stay up to date with us on our Blog.
We are on the West Coast of the United States (Pacific time zone: PST)
We will only charge your credit card once your order is ready to be shipped. You will not be charged for any backordered items until the stock arrives and is ready to ship.
We try to ship all orders within 24 hours of being received. Shipping times average from 4 to 8 business days. International orders must allow 8 to 14 business days for delivery. All international orders are shipped USPS priority mail international. For more detailed shipping information please see our Shipping Info page.
Our orders are generally shipped out UPS except for Hawaii, Alaska , APO and International orders that are shipped with the United States Postal services. Smaller items such as DVD? and single tees are sometimes shipped Priority US mail. For more detailed shipping information please see our Shipping Info page.
All products we sell are covered under the Manufacturers Warranty. If you feel that there is a problem with the manufacturing of an item give us a call and we will help you resolve it with the manufacturer. If it is a clear warranty issue, we may ask you to contact the manufacturer directly in accordance with their procedures and for a faster response All warranties exclude any shipping cost.(customers responsibility) For additional information on returning items please Click Here.
We try our absolute best to post correct and accurate pictures of our products. We rely largely on pictures that are supplied by our brands, but sometimes manufacturers send us items that are slightly different than what is pictured. This is a particular problem with snowboards as changes in the manufacturing process or art changes can cause discoloration or they may run out of a material in manufacturing. After all snowboards are still a hand made item. Also from time to time the manufacturer changes graphics or designs after pictures have been released. Please note that due to the myriad of different devices and settings i.e. desktop, PC, MAC, iPhone, Kindle, Nexus, Galaxy, ect. the color you see may be slightly different from what someone else sees. For all of these reasons we just cannot guarantee colors on every item, even though we sure do everything in our power to be accurate and correct any discrepancies. Click Here.
We have a 60-day return policy on all goods. If you are not entirely satisfied with an item, please call us first for a Return Authorization Number (RA); we will give you an RA number and instructions. Return the item to us unused within 60 days of purchase for an exchange or refund of the purchase price (minus all shipping charges). Exchanged items may be subject to additional shipping charges. Any item returned to us without a Return Authorization or after 60 days will be subject to a 25% restocking fee. All RA numbers are valid for 15 days. We reserve the right to refuse any returns after 60 days. International orders are subject to a 15% restocking fee. For complete details on returns please Click Here.
We are pleased to announce that we are now shipping internationally. All international orders will be processed through PayPal. If your location is not listed on the shipping page, please contact us via phone at 1-775-358-9659 or email us for more information. Any international orders refuse or return will be charged for all fees and duties that may apply and a restocking fee of 15%.
Sorry, we cannot ship any Burton, Ride, Lib Tech, Gnu or Cappel products internationally
BACK ORDERS ARE NOT ACCEPTED ON INTERNATIONAL ORDERS.
Yes, we do accept Canadian orders. All prices are in US Dollars. You would have to calculate the exchange rates as this changes daily. We do charge an additional $10 on shipping to Canada and you would be responsible for any import duties and taxes that may apply to Canada customs. All Canadian orders are shipped United States postal service Airmail. Shipping to Canada takes approximately 2 to 3 weeks for delivery.
We have a team of local riders within the Reno Tahoe area that we sponsor. You can find more information about our team on our Blog.