Shipping policy
Thank you for shopping at STM Snow Surf! We are committed to delivering your order in a timely and secure manner. Please review our shipping policy below to understand how we process and deliver your purchases.
1. Shipping Destinations
We currently offer worldwide shipping from our facility at 4640 S Carrollton Ave Suite 160, New Orleans, Louisiana, 70119, US. Orders can be delivered to most countries and regions. During the checkout process, you will be able to see whether your selected destination is eligible for delivery. If you have any questions about shipping to a specific location, please contact us at info@stmsnowsurf.shop.
2. Order Processing Time
All orders are processed within 1-2 business days (excluding weekends and public holidays) after payment confirmation. Once your order has been processed, you will receive a shipping confirmation email with tracking information. Please note that order processing time may be slightly longer during peak seasons or promotional periods, but we always strive to minimise any delay.
3. Shipping Methods, Costs, and Delivery Times
We offer the following shipping options for your convenience:
- Standard Shipping (DHL/FedEx) – €8.00 – Estimated delivery: 7-14 business days
- Express Shipping (DHL/FedEx) – €22.99 – Estimated delivery: 3-7 business days
Delivery times are estimated from the date your order leaves our warehouse, and they may vary depending on the destination, customs processing, and other unforeseen circumstances. Please note that delivery times are not guaranteed, especially for international shipments.
4. Tracking Your Order
Once your order is shipped, you will receive a tracking number via email. You can use this number to monitor the status and location of your package on the carrier’s website. If you are unable to locate your tracking information or have any issues, please reach out to us at info@stmsnowsurf.shop.
5. Lost, Damaged, or Delayed Packages
- Lost packages: If your tracking information shows that your package has been lost in transit, please contact us as soon as possible. We will investigate the issue with the carrier and, once confirmed, we will issue a replacement or a full refund.
- Damaged packages: If your order arrives damaged, please retain the original packaging and contact us within 48 hours of delivery. Include photos of the damaged product and packaging, and we will assist you with a replacement or refund.
- Delayed packages: While most packages arrive within the estimated timeframe, occasional delays may occur due to customs, weather, or carrier issues. If your package is significantly delayed, please contact us and we will do our best to resolve the issue with the carrier.
6. International Shipping, Customs, and Duties
For orders shipped outside the European Union, your package may be subject to import duties, taxes, and customs fees imposed by the destination country. These charges are the responsibility of the recipient and are not included in the product price or shipping cost. We are not able to predict or control the amount of such fees, so please check with your local customs office before placing an order. Customs policies vary widely from country to country, and delays caused by customs clearance are outside our control.
7. Incorrect Shipping Address
Please make sure that your shipping address is correct and complete at the time of purchase. We are not responsible for packages delivered to an incorrect or incomplete address provided by the customer. If you notice a mistake in your shipping address after placing an order, please contact us immediately at info@stmsnowsurf.shop. We will do our best to update the address if the order has not yet been shipped.
8. Undeliverable Packages
If a package is returned to us as undeliverable due to an incorrect address, refusal to accept delivery, or failure to pay customs fees, we will contact you to arrange reshipment. The cost of reshipping will be borne by the customer. If you prefer a refund instead of reshipment, the original shipping cost will be deducted from your refund.
9. Contact Us
If you have any questions about this shipping policy or your order, please contact us at:
STM Snow Surf
4640 S Carrollton Ave Suite 160, New Orleans, Louisiana, 70119, US
Email: info@stmsnowsurf.shop
This shipping policy was last updated on 2026-08-14.