Knowledge Base

Sales, seasonal discounts, sale timing, Black Friday or Cyber Monday, and ways to save through Renewed or the sale section. Use for sale-policy questions; use Discount codes for codes, Price drops for a lower post-purchase price, and Stock notifications for a specific sold-out item.

Discount-code availability, how to apply a personal code, a code that does not work, third-party codes, and newsletter discount questions. Use Sales for general promotions, Price drops for a later lower price, and Bulk orders for volume pricing.

A price dropped on our own site after purchase, a request to refund the difference, or a price-match request against another retailer. Use only for exact model, colour and size comparisons; use Sales for general sale questions and International pricing for country or currency differences.

Why product prices differ across regional sites, countries, or currencies, including EU versus US pricing and apparent conversion differences. Use VAT and tax for taxes, Unexpected fees for duties or bank charges, and Storefront structure for questions about the three websites.

Whether gift cards are sold, printable or symbolic gift options, and what to do when a physical gift will arrive late. Use Gift returns when the recipient needs to return or exchange an item, and Shipping times for delivery estimates.

Official Instagram accounts, Facebook community and buy/sell groups, newsletters, tagging, community posts, and how to follow or engage with Dope, Montec or Ridestore. Use Collaboration requests for ambassador or creator applications, and Fake site guidance for suspicious social accounts or shops.

Current Dope and Montec athlete, ambassador and influencer rosters; whether a named rider is sponsored; and the meaning of each rider category. Use Collaboration requests for applications and Athlete sizing reference when asking what size a named rider wears.

Applications and pitches to collaborate as an ambassador, influencer, creator, photographer, athlete, model, ski school, event, media or other partner. Use Sensitive topics for donation or sponsorship requests, Careers for employment, and do not use for supplier or manufacturer sales pitches. Also declines requests for custom, personalised, or club-branded gear, product alterations, and distribution or reseller offers.

Concerns or feedback about diversity, body-type representation, inclusion, or the models and people shown in brand marketing and content. Use Sensitive topics when the customer asks for a political or culture-war position rather than specific representation feedback.

Political situations, wars or conflicts, requests for a public stance, or other sensitive issues that require human escalation. Also covers donation, charitable-support, and event-sponsorship requests, which Powder declines directly (we don't generally sponsor or donate) rather than escalating. Use Collaboration requests when the customer offers content or promotion rather than asking the brand to give or endorse.

The brand position on helmet use and questions or complaints about riders without helmets in advertising or content. Use Accessories for helmet products, sizing, MIPS or certifications, and Repairs for a faulty helmet.

Large or bulk purchases for a club, school or company, orders of 30 items or more, multiple-order handling, and whether bulk discounts exist. Use B2C business orders for VAT or company invoices, Collaboration for partnerships, and Sensitive topics for sponsorship or donated gear.

Jobs at Ridestore, Dope or Montec, open positions, internships, seasonal CX recruitment, sending a CV, and employment in the Gothenburg photo or production team. Use Collaboration requests for one-off or seasonal marketing models, creators and partners.

Website problems before payment: pages not loading, browse or cart errors, slow rendering, browser issues, and confusion about website accounts or login. Use Payment failed for checkout payment errors, Missing confirmation after payment, Shipping delivery options when methods are absent, and Fake site for suspicious URLs.

Website accessibility, screen readers, keyboard navigation, contrast, captions, EAA compliance, accessibility statements, specific accessibility bugs, and requests for content in an alternative format. Use Website troubleshooting for general technical issues unrelated to accessibility.

How Ridestore, Dope and Montec relate; official storefronts and domains; why there are three websites; shared policies; stock differences; and official support email addresses. Pair with the relevant Product articles for product-level Dope versus Montec comparisons, and with Fake site guidance when legitimacy is in doubt.

Which payment methods are accepted, including cards, PayPal, Klarna, Apple Pay, Google Pay and country-specific availability. Use Payment failed when an accepted method is declined, and B2C business orders for company or VAT invoicing.

Payment appears completed but no order confirmation email arrived, or the customer is unsure whether an order was created. A newly placed order may take a few minutes to appear in our system; an order still missing after hours indicates an issue that needs investigation. Use Payment failed when checkout did not complete, Tracking for an already confirmed shipment, and Fake site when the charge or merchant is suspicious.

A card or other payment was declined, checkout authentication or 3D Secure failed, or payment submission produced an error. Pair with Website troubleshooting when the site itself is malfunctioning; use Missing confirmation when payment succeeded but no order email arrived.

A refund was confirmed or processed but the money is missing, overdue, partial, or absent for one returned item. Pair with Return refund timing when the warehouse or bank processing window may still apply, and Multi-order return parcel when items from several orders shared one parcel.

VAT, sales tax or GST on an order: whether it is included or added, country rates, named tax lines, and tax treatment by destination. Pair with Unexpected fees for duties or carrier charges and Customs declarations for import-process questions; use Tax exemptions for exemption eligibility.

Eligibility or requests for VAT exemption, tax-free shopping, diplomatic exemption, and Canadian Native Status exemption. Use VAT and tax for ordinary tax calculation, and B2C business orders for company VAT numbers or business invoices.

Requests for an invoice, receipt, credit note or proof of purchase, including a missing invoice needed for a claim, repair, insurance or tax filing. Use B2C business orders when adding a company name or VAT number, and Repairs when the document is needed for a faulty product.

Unexpected charges such as customs duty, brokerage or carrier handling fees, bank fees, currency conversion differences, authorization holds, or an amount different from checkout. Pair with VAT and tax for tax calculations and Customs declarations for the import process.

Business purchases under the B2C policy, company-name invoices, VAT numbers, B2B invoicing and business-account questions. Pair with Bulk orders for volume purchases or wholesale enquiries, Tax exemptions for exemption claims, and Invoices for ordinary personal documents.

A suspicious or fraudulent website, social account, advertisement or merchant impersonating Dope, Montec or Ridestore, whether before or after purchase; includes chargeback, evidence and account-security guidance. Pair with Storefront structure or Social media to verify official channels, and Missing confirmation or Unexpected fees when already charged.

Customer sees two or more debits for a single order they already placed and worries they were charged twice. Look up how many orders actually exist before reassuring; a second debit on a single confirmed order is almost always a temporary bank authorization hold that releases on its own. Use Missing order confirmation when no order or confirmation has appeared yet or a charge shows with no order; use Payment failed when checkout was declined.

Choosing a clothing size or fit for jackets, pants, bibs and base or mid-layers, including what size am I, what size should I get, FitFinder, body measurements, flat garment measurements, fit preference and between-size guidance. Use Athlete sizing for a named rider, and the dedicated Gloves or Helmets articles for those accessories.

What clothing size a named Dope or Montec athlete, ambassador or rider wears as a visual fit reference. Use general Sizing and fit when the customer wants their own recommendation, and Athletes and ambassadors for sponsorship or roster questions rather than clothing size.

Base layers, mid-layers, fleeces, the three-layer system, what to wear under a jacket and how to layer for different temperatures or activity levels. Pair with Insulated versus shell when identifying the outer jacket, and Product care for washing or maintaining layers.

Gloves and mittens: models, sizing, warmth, waterproofing, materials, features and choosing gloves versus mittens. Use Claims for a glove that failed during normal use, Damaged order for damage on arrival, and Stock notifications for a sold-out model, colour or size.

Snow goggles: sizing and fit, lens compatibility and swapping, OTG use over glasses, fog prevention, polarisation, helmet compatibility, spare lenses and model features. Pair with Helmets for helmet-specific fit, Stock notifications for availability, and Claims for a faulty product.

Snow helmets: head measurement and sizing, fit, MIPS, ventilation, audio and goggle compatibility, certifications, models and manufacturing. Use Helmet use stance for questions about riders in marketing, Goggles for lens products, and Claims for a faulty helmet.

Waterproofing and breathability ratings such as 10K, 15K and 20K, seam taping, windproofing and what those performance numbers mean in snow or rain. Pair with DWR and PFAS for coating chemistry, Product care for restoring repellency, and Insulated versus shell for warmth construction.

DWR durable-water-repellent chemistry, PFAS, PFOA and fluorocarbon presence, chemical safety and Ridestore's PFAS commitment. Pair with Waterproofing ratings for garment performance and seam construction, and Product care for washing, reactivating or renewing the coating.

How to wash, dry, store and maintain snow gear, including tumble drying, ironing, detergent, DWR reactivation, waterproof-care products and stain handling. Use DWR and PFAS for coating chemistry, Claims when normal care exposed a defect, and Repairs for proactive fixes or spare parts.

Current stock availability, whether a sold-out product, colour or size will return, discontinuation questions, restock timing, and signing up for back-in-stock notifications. Pair with the relevant Product article for model details, Item out of stock after order for a post-purchase cancellation, and Website troubleshooting when every cart item falsely appears unavailable.

An item looks different from the website photo or another unit because of colour shade, pattern placement, trim, carry-over production or normal design variation. Use Wrong product when the delivered SKU, model, colour or size is incorrect, Damaged order for arrival damage, and Claims for a defect.

Whether a product is for skiing or snowboarding, differences between ski and snowboard catalogue labels, and whether the same outerwear works for both sports. Pair with Catalog search for a current model or link, and the relevant technical article when the customer asks about construction or performance.

Whether a specific jacket or pant is insulated or shell-only, how to identify the construction, and what insulated versus shell means. Pair with Base and mid-layers for warmth recommendations by temperature, Waterproofing ratings for weather protection, and Catalog search for a current model.

A manufacturing defect or product failure appearing during normal use, such as a broken zipper, seam failure, delamination or material fault. Use Damaged order when damage was present on arrival, Product appearance for normal variation, and Repairs when the customer proactively wants a repair or spare part.

Buying from the Renewed pre-loved programme, what Renewed means, condition grades, pricing, availability and how refurbished or second-hand products are prepared. Use Sending old gear back when the customer wants to donate or return used gear, and Claims or Returns for a purchased Renewed item.

Sending an old Dope or Montec item back for reuse, repair, resale through Renewed or recycling through the Renewal Programme. Use Renewed programme when the customer wants to buy pre-loved gear, standard Returns for a recent purchase, and Repairs for keeping and fixing their own item.

Where and how products are manufactured, factory locations, labour and audit standards, ethical sourcing, materials, environmental commitments and broader sustainability practices. Pair with DWR and PFAS for coating chemistry, Renewed for circular resale, and Repairs or old-gear return for product-life questions.

Proactively repairing owned gear, repair partners, local tailor options, spare parts and replacement components. Use Claims when a product failed during normal use, Damaged order when it arrived damaged, Product care for washing or maintenance, and Sending old gear back when the customer no longer wants it.

Internal Product Advisor reference for structured catalogue search: current products, stock, sizes, facets and counts, links, colours, matching sets, fallback behaviour, prices and non-English queries. Use this to verify live catalogue facts, not as the source for general policy or product technology.

Whether an item can be returned: return window, condition, tags, holiday extension, worn or faulty items, gifts, and Renewed or repaired products. Pair with Return registration for how or whether returns are free, Exchanges for replacement size or model, and Repairs for defects or Renewed context.

Changing an item for another size, colour or model, including an order placed with the wrong variant. Pair with Return eligibility and Return registration for the return-and-reorder process, relevant Product articles or Sizing for choosing the replacement, and Cancelling an order when it has not shipped.

An item received as a gift needs to be returned or exchanged, including refund destination and lack of order details. Pair with Return eligibility, Exchanges and Return registration; do not use merely because the customer bought something as a gift for someone else.

How to register, package and send a return; whether returns are free; what paperwork or email is needed; and how the prepaid label flow works. Pair with Return eligibility for whether an item qualifies, Label issues for QR or drop-off problems, and Customs declarations for cross-border paperwork.

Where to drop off a return and problems with prepaid labels, QR codes, carrier acceptance, missing documents or the return drop-off point. Pair with Return registration for the overall flow and Customs declarations when the carrier requests customs paperwork.

Expected return and refund processing time by payment method while the parcel or refund is still within the normal window. Pair with Missing refund when a confirmed refund is overdue or incomplete, and Tracking or Lost package when the return parcel has not reached the warehouse.

Combining items from different orders into one return parcel, registering those items, or resolving a refund missing from a combined return. Pair with Return registration for sending instructions and Missing refund when one order or item was not refunded.

Returning an order from a different country than its original delivery destination because the customer moved, travelled, or is currently abroad. Pair with Return registration and eligibility, and with Customs declarations when cross-border documents are involved.

A customer changed their mind after sending a return and wants the item back, or asks to stop a return already in transit. Use Cancelling an order for an outbound purchase rather than a return, and Return tracking or refund timing when they only want status.

Whether Dope, Montec or Ridestore ships to a named country or territory and which destinations are supported. Pair with Shipping times for courier and delivery estimates, Outside standard regions for military or unsupported address types, and Bulk orders when delivery is one part of a wholesale enquiry.

No shipping or delivery method appears at checkout for an otherwise supported destination. Pair with Countries we ship to to confirm coverage, Website troubleshooting for broader site failures, and Payment failed only when the error happens during payment submission.

Delivery estimates, arrival before a date, available shipping speeds, courier choice, shipping price, origin warehouse and regional fulfilment. Pair with Warehouse cut-offs for dispatch timing and holidays, Tracking for an existing shipment, and Countries we ship to for destination coverage.

An order shipped with a different courier or service than the customer selected or paid for, such as express becoming standard. Pair with Shipping times for the actual delivery estimate and Unexpected fees if the courier change caused an extra charge.

How to find or track an order, obtain a tracking link or order number, view order history without an account, or understand a tracking status. Pair with Lost package when movement is overdue, Delivered not received when marked delivered, and Missing confirmation when no order email ever arrived.

Tracking explicitly says Delivered but the customer cannot find the parcel. Use Lost or undelivered package when tracking is delayed, stuck or never says delivered, and Collection points when it may be awaiting pickup rather than marked delivered.

When an order will dispatch, daily warehouse cut-off times, weekends, public holidays, Christmas or New Year closures, and which warehouse fulfils a region. Pair with Shipping times for transit after dispatch and Tracking for an order already handed to a courier.

An item became unavailable after the order was placed, was cancelled during packing, or was omitted because stock ran out. Pair with Product stock and restock notifications for future availability, Wrong or missing item when the warehouse shipped an incorrect or incomplete parcel, and Missing refund when repayment is overdue.

Stopping or cancelling a newly placed, dispatched or replacement order, including changing an incorrect item before shipment. Pair with Exchanges when the customer wants another size or model, Returned to sender when they plan not to collect, and Recovering a returned order for cancelling a return rather than a purchase.

Changing, correcting or redirecting an order's delivery address or adding missing contact details before or after dispatch. Pair with Cancelling an order when alteration is impossible, and Collection points when the requested destination is a pickup location.

Delivery to or collection from a post office, parcel shop, access point or pickup location instead of a home address. Pair with Storefront structure when the customer is asking for a physical retail shop, and Returned to sender when an uncollected parcel will be sent back.

Customs checks, import declarations, customs forms or supporting documents, personal-versus-commercial classification, and contact from customs or the courier. Pair with Unexpected fees and VAT for amounts owed, Return label issues for return paperwork, and Shipping times when customs delays delivery.

The entire parcel has not arrived and tracking is delayed, stuck, missing or never shows Delivered. Pair with Tracking for ordinary status questions, Delivered not received only when tracking says Delivered, Returned to sender when it is travelling back, and Missing refund if the customer also requests repayment.

A parcel or item arrived damaged in transit, scratched on arrival, wet, crushed, torn or otherwise damaged when delivered. Pair with Return eligibility for refund or replacement options and Product repairs when a fault appeared during use rather than on arrival.

The delivered parcel contains the wrong model, colour, size or product, or an ordered item is missing. Pair with Return registration for sending the incorrect item back, relevant Product articles to verify model differences, Stock notifications if the correct item is sold out, and do not use for ski-versus-snowboard catalogue labels alone.

An outbound parcel was or will be returned to sender because delivery was refused, the address failed, customs blocked it, or it was not collected. Pair with Returns when the customer is deliberately returning a received item, Cancelling when they want to stop dispatch, and Missing refund when repayment after return is overdue.

Shipping to military or diplomatic addresses such as BFPO, APO, FPO or DPO, unsupported countries, remote territories, forwarding services, PO boxes or other non-standard destinations. Pair with Countries we ship to for normal country coverage and Tax exemptions for diplomatic tax treatment.