FREQUENTLY ASKED QUESTIONS

What is the tracking code of my order?

A message with your tracking code should have been sent via SMS and email from Packlink.

When does my order leave the office?

Orders are packaged at 20:00pm (except Fridays and Saturdays because logistics do not work during weekends). Postman pick up the order the next day of the order.

Do you send internationally?

Yes. We need your ID number or passport for custom duties. The package will include all of the paperwork for customs so it will be arrive as soon as posible.

What procedures are necessary for Islas Canarias, Ceuta and Melilla orders?

Every order sent to Islas Canarias, Ceuta and Melilla requires to pass through custom duties. That’s why we need a photocopy of your ID, so we could include it in the paperwork.

What are my shipping costs?

Shipping costs depend on where you live. You can see shipping costs in the page “checkout” with several possibilities depending on pricing and timing.

How does backorder works for decks?

Once you backorder a deck, we start producing it with the specifications you’ve given us. The whole process take us around 7 days. If we see that the result of that deck is not of high quality, it’ll take us some more days.

How does Blackriver back order works?

We turn on back order for Blackriver products a week before the order is made. So all of you can have the product you want, because we do not have many units normally. Then, Blackriver orders are used to take around 5 days to arrive. The same day we receive it, your order will be managed.

My backorder is taking longer than usual. What is happening?

We must have had a problem with the production, and as we want to offer you the best quality, we’re producing a new deck. By the way, if it take us longer than promissed we’ll try to compensate with extra products.

How can I buy products out of stock?

Contact us via email or direct message what product are you interested in. We’ll do everything to get it for you.

How long does it take to restock products?

We are used to restock Blackriver products every 30 – 45 days. Every ALP Fingerboard product could be restocked in a week, so don’t hesitate to contact us.

Defect product of Blackriver

In the strange scenario where you get defect products of Blackriver, you need to send them an email: webshop@blackriver-ramps.com

    • Images or video of the defect
    • Short explanation of the problem
    • Invoice of your purchase

Blackriver excel in customer support.

Defect products of ALP Fingerboard

In the rare scenario where you receive a defect product of our brand send us an email with:

    • Images or video of the defect
    • Short explanation of the problem
    • Number or invoice of your order

We’ll make sure you receive the product you purchased in perfect conditions.

Can I cancel my order?

You can cancel your order before you receive it. Let us know and we will refund your money.

My order was wrong, What should I do now?

Send us images of what you received and we will be sending you the products you ordered. This new order will be sent via ordinary letter, which can take about a week. Extras will be sent as a compensation for our mistake.

When are you coming to my city?

Normally we go to cities where we know that more than 20 people will go to the event. If you help us meet all of that people we’ll do as much as possible to organise an event there.

When are you organising events again?

During covid-19 we have been a little scare of meeting with groups of a lot of fingerboarders, for the security of all the families. We desire events and contest as much as you all do, so as soon as our president pull the trigger, we’ll start organising events in big cities of Spain.

ANY OTHER QUESTION?

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