FAQ

Why don't you have prices on your site?

We don't have any prices on our site because prices may vary from country to country. We recommend a trip to your local dealer to check out the price of your desired ION stuff.

 

I want to sell ION in my shop. What do I have to do?

You need to go to www.ion-essentials.com and find the distributor responsible for your area.

 

I am missing a specific product in the ION product range. Is there anything I can do?

We are very thankful for any comment on our product line. Please feel free to send us as much feedback on our wetsuits as possible. If we find you advice helpful, we will reward you for it.

 

How can I get sponsored by ION?

First try and get started with your regional shop and build up a local recognition. Getting sponsored by a shop can sometimes lead to a local rep sponsorship. A local dealer will have the connections to help you get sponsorship if you are good enough. It also helps if you have a resume of contest results, other possible sponsors and a video of your riding to send to the distributor in your country. You can find all our distributors on the DISTRIBUTORS page here on our website.

 

Supplementary shop questions:

1. Questions about online ordering

-      Can I see my order online?

Yes. When you register, you will see an overview of your order transactions under “My orders”. You will find the order number in your order confirmation.

-      Can I cancel my order?

…. Because we endeavour to process orders as quickly as possible, they leave our headquarters immediately and unfortunately cannot be cancelled. However, you have 30 days in which you can return your order and we will reimburse you.

-      What is the minimum order value?

There is no minimum order value, however, there is free delivery for orders above a purchase value of 50 EUR/USD/GBP/AUD.

-      Can I order gift vouchers?

Unfortunately, we currently do not offer gift vouchers.

-      My product is currently unavailable, when will I be able to order it again?

If your product is temporarily unavailable, you can submit your email address and we will let you know as soon as the product is available again.

 

2. What payment options are there?

-      How can I pay for my order in the online shop?

The following payment options are available:

o   payment via PayPal Express

o   payment with credit card (Mastercard and Visa)

 

3. Questions about shipping or delivery?

-      How will my order be delivered?

Depending on your requested delivery location, you will receive your order via the logistics companies TNT (FedEx) or GLS (General Logistics Systems Austria GmbH).

Shipping costs vary depending on the destination country.

-      How long will it take for my order to be delivered?

Please contact our customer support team customerservice(at)ion-products(dot)com for more precise delivery details as delivery times vary depending on the country and location.

(The delivery time depends on the type of product, which warehouse it is being shipped from and where the final delivery destination is.)

-      What are the shipping costs?

The shipping costs depend on the delivery address. You will be given information on the shipping cost during the order process.

-      Where will my order be delivered?

To your specified delivery address. The delivery fee is based on these details, but shipping is free for orders over 50 EUR/USD/GBP/AUD.

-      I have received my order confirmation and would like to track the shipment, what do I do?

As soon as your goods are accepted by the logistics company, the delivery is assigned to a tracking number that we can share with you. To obtain this information, send an enquiry to customerservice(at)ion-products(dot)com. Enter the details in your account and you will be shown the tracking information.

-      Unfortunately, I wasn’t available at the time of delivery, what will happen to my order?

The logistics company will attempt delivery at another time. You will receive a message when the parcel is delivered to a partner company or to the main post office.

-      Is it possible to arrange delivery to a different address?

Yes, you can modify the delivery address within the order process.

 

4. Questions about returns

-      How long do I have to return my ordered goods?

You have 30 days to return your order without any particular reason. We will reimburse the order value within 14 days.

-      Can I also return items that I have bought from an authorised dealer to the online shop?

No, unfortunately that is not possible.

-      I am not happy with my purchase and am returning the goods, how long will it take to get my money back?

As soon as we receive your package, we will reimburse the order value within 14 days.

 

5. What should I do in the event of a warranty claim?

-      If you bought the product from a local shop/from a dealer, please contact the shop where you acquired the product. The staff there are your point of contact and will take care of you. The shop will then get in touch with our warranty department.

 

-      If you bought the product from the ION online shop (https://shop.ion-products.com), please proceed as follows: in the event of a production fault or defect, please send the relevant item to the following address:
Boards & More GmbH
Warranty Department B2C
Rabach 1
4591 Molln
Austria
The package must include the following: the faulty goods, name, email address (used to make the purchase), order ID or invoice number, date of purchase and a brief description of the damage.

 

 

 

 

 

 
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