Customer Service
Frequently Asked Questions
S1 What does the Life Time Guarantee cover?
From the date of purchase, all White Mountain™ products come
with a Lifetime Guarantee against material and manufacturing
faults occurring during the useful life of the backpack. It is
very difficult to measure the life of a product, at White
Mountain™ we carefully select fabrics and components that will
provide weather resistance and functionality after prolonged
use. However, the life of a product will depend how much and in
what conditions the product is used. Damages caused by fair wear
and tear, abuse or misuse are not covered by this guarantee, and
this particularly applies to zippers. More information on zipper
maintenance is available at
Do It Yourself Repairs /Zippers This does not limit the
assistance or advice available in correcting any problem related
to your White Mountain™ product.
Mildew damage and hydrolysis (delaminating) of materials are
not covered by White Mountain's Lifetime Warranty.
Read More
S2 Where can a White Mountain™ product be
repaired?
White Mountain™ recommend taking your backpack to a reputable
outdoor equipment repair specialist, or to return your
product to the store where the backpack was purchased for
assistance in obtaining a qualified repair. Simple repairs can
be carried out by a local canvas manufacturer, boot repair
store, or furniture upholsterer that have the necessary
machinery to carry out such repairs. If you have problems in
locating a suitable repair service, please contact White
Mountain™ direct.
S3 What about White Mountain™ warranty
repairs?
If the repair is a warranty claim, please detail the repair
in a letter or email to White Mountain™. Once the repair has
been validated and a receipt received, a reimbursement for the
repair costs will be sent to you. White Mountain™ do not ask
that the product be sent to us, simply to avoid freight costs
and delays for yourself. White Mountain™ products rarely fail,
but anything is possible.
A receipt of purchase is not required when returning the
product to a White Mountain™ direct. Please note that the cost
of freight to White Mountain™ for repairs will be borne by the
customer.
S4 How do I clean my backpack?
Be very careful of harsh cleansers or even household
detergents. While these cleansers may not damage the outside of
the fabric, the inside of the backpack fabric is coated with a
layer of polyurethane. The polyurethane keeps the backpack water
resistant and can be easily harmed by harsh chemicals causing it
to delaminate (peel off) if mistreated. We recommend using only
warm water and a soft cloth to clean the backpack. If you must
use a cleanser, use a mild soap and do not use it on the inside
of the backpack. Avoid immersing the backpack in water for long
periods of time, particularly in salt water, as this may also
cause the delaminating of the cold bonded PU Coating on the
inside of the backpack. If your backpack is exposed or immersed
in salt water or chlorinated (pool) water at any time, rinse thoroughly in fresh water
immediately after exposure and allow to air dry in the shade.
And NEVER, and we mean NEVER, PUT A BACKPACK INTO A WASHING
MACHINE, or SPIN DRYER.
It is recommended you NEVER turn the backpack or bag inside
out and dry in direct sunlight as this may also damage the
Polyurethane coating and cause it in time to disintegrate and
delaminate.
S5 How is it that prices at White Mountain™
are so much lower than an average retail store?
White Mountain™ is a leading manufacturer, wholesaler and
online backpack store. We offer our customers high quality
backpacks and backpack accessories at discounted prices of up to
50% below other manufacturers suggested retail prices. Because
of the large combined volume of products that are manufactured
at our factory and by supplying products direct, we are able to
provide the White Mountain™ products at lower prices.
Additionally, since White Mountain™ operates a virtual store, we
do not have the overhead expenses associated with operating a
traditional store. As such, these additional savings are then
passed on to you, our valued customer.
S6 How is it that White Mountain™ products
cannot be obtained anywhere else?
White Mountain™ is based in Australia and has a much more
efficient inventory model, one warehouse serving the world. It
is then cost effective for us to carry a much wider variety of
products targeting all kinds of niche customer demands.
Traditional retail stores outside of Australia do not have
access to the White Mountain™ products.
S7 Can the customer be assured that they
will be able to continue to purchase from White Mountain?
White Mountain™ is committed to ensuring complete customer
satisfaction. You can be assured that White Mountain™ will
always carry a wide selection of backpack products and continue
to expand the products available, while living-up to our
'World's Best Backpacks at World's Best Prices' slogan.
S8 Does White Mountain sell other brands,
superseded and or sample products?
White Mountain™ do not carry or sell any competitor brands,
even those we manufacture. We do from time to time have
superseded, or sample White Mountain™ items available and these
can be viewed and purchased through our online store simply
select the specials from our
product directory. All of our products are of the same high
quality and come with the White Mountain Lifetime
Guarantee.
S9 Does White Mountain have any catalogues,
or inventory price lists that can be mailed to their customers,
or are the items presented on the Internet the only products
that they carry?
Unfortunately these are limited, White Mountain™ supplies
PDF Catalogues and PDF Price Lists that can be downloaded
from this website for customer use, or sent by e-mail upon
request. Products are continually upgraded, and prices change
without notice. The White Mountain™ web site is continually
updated and is a much more effective channel to purchase
backpacks than a catalogue. All available products, shipping and
pricing information can be obtained at our web site.
S10 Does White Mountain™ expand the
assortment of products offered at it's web site?
Our product selection is frequently updated, expanded and
growing rapidly.
S11 Can White Mountain™ send products to a
Retail Store for pickup?
There are now no White Mountain™ Retail Agencies available,
please read the information on the
dealers
menu page.
S12 Can customers return items purchased
over the Internet to the nearest Retail Store for an exchange or
credit?
Unfortunately no, all merchandise purchased over the internet
must be returned directly to White Mountain™. We require that
you ship all your returns to us so that we can continue
providing our customers with a cost efficient customer service
and greatly reduced discounted prices
S13 Is White Mountain™ able to tell
customers which Australian Retail Stores carry White Mountain™
backpacks?
There are now no White Mountain™ Retail Agencies available,
please read the information on the
dealers
menu page.
S14 In Australia is it cheaper to purchase
the items over the Internet, or at the White Mountain Showroom?
Prices are the same at our showroom in Preston as the prices
on the website
S15 Can White Mountain manufacture
specially requested items for their customers?
No, unfortunately the price would be prohibitive to
manufacture a one off backpack product. White Mountain™ will be
providing further details on manufacturing quantities and
minimum purchases in a new section of this website at a later
date. Meanwhile this information can be obtained from a customer
service representative.
S16 Does White Mountain provide the
contact information for the designers and manufacturers of the
various backpack products?
All White Mountain products are designed and manufactured by
the White Mountain™ team.
S17 How are the products delivered?
All orders are shipped via Australia Post.
S18 What are the shipping charges?
Please see our
Freight Directory page.
S19 Can my order be delivered on the
weekend?
No, Australia Post does not pick up, nor deliver packages on
weekends.
S20 Can I have my order delivered to a
post office box?
Yes, Australia Post does deliver packages to post office (PO)
boxes.
S21 Does White Mountain deliver to
international destinations?
Yes, Australia Post does deliver packages to international
destinations.
S22 Have there been many complaints about
damaged products due to mishandling during delivery?
No, backpacks are not easily damaged in transit and to date
there have been no complaints about products being damaged as a
result of shipping.
S23 Is the web site secure?
Ensuring secure online purchasing is a vital part of our
commitment to honour your privacy. The White Mountain site uses
SSL (secure socket layers) to protect your personal information,
including credit card numbers. SSL is used in order to encrypt
all personal information, including your name and credit card
information, so that it can't be read while being transferred
from your web browser to our Internet site. All pages on the
site that require our customers to enter sensitive information
are protected with SSL. Other pages that do not require you
entering personal information do not need to be protected. That
is why you will only see the padlock on your browser when
indicating the use of a secured page or when you are modifying
your account or entering sensitive information during the
checkout process. The bottom line is, our site is secured to
protect you and your privacy. Please visit our page on
privacy and security to find
out more about the security on our site and our Secure Shopping
Guarantee.
S24 Is it safer to place orders over the
phone than on the Internet?
Both means of ordering are secure. However, if you feel more
comfortable placing your order with one of our customer service
representatives, please do not hesitate to
phone White Mountain™ direct.
S25 Does White Mountain sell customer
information or customer lists to other companies?
All information submitted to White Mountain remains
confidential. Customers can be assured that we do not sell any
of the provided information to other enterprises, nor do we
transfer information to other enterprises for marketing
purposes. For more information on how we protect your privacy,
visit our page on
privacy and security.
S26 What navigational information is
collected and how is it used?
An individual is not linked to their IP address. IP addresses
are only analysed in aggregate form for general tracking use.
S27 How do users modify personal
information?
The customer can modify personal information by going to the
shopping cart and logging in with their email address and
password that the customer chose at the time of their first
purchase.
S28 Why is it that the customer is
required to give their billing address when they do not want
their package sent there?
One of our policies is to verify the cardholder's name and
billing information, thus minimizing the number of fraudulent
purchases and thereby protecting both our customers and
ourselves. Reducing fraud makes it possible for us to lower our
prices.
S29 Will the customer's order be sent to
their billing address?
All orders will be sent to the address that the customer has
listed as their shipping address.
S30 How long will it take before orders
are processed and shipped?
Generally, orders that are received before 10 AM Eastern
Standard Time are processed and shipped that same day or the
very next day at the latest. However, processing time is
dependent on whether the billing and shipping information is
accurate.
S31 What is White Mountain’s policy on
customer returns?
Within 30 days of receiving your package, you may return any
unopened merchandise in its original sellable condition. NOTE:
Return authorization is required and all free gifts must be
returned with the products. Email us at
info@whitemountain.com.au
prior to shipping your package back to us. White Mountain™ can
only refund shipping costs if the return is a result of our
error, but we do offer some compensation for delivery costs
incurred in returning products. Further information can be
viewed on our policies page,
refund policy.
Any discrepancy in your order should be reported to White
Mountain™ immediately.
S32 Are customers required to pay the
shipping charges for items that are being returned?
As mentioned above, we can only refund shipping costs if the
return is a result of White Mountain's error. If we have made a
mistake, we will pay for the shipping costs.
S33 What is White Mountain's policy on
issuing customer credits for returned merchandise?
Once it is determined that the returned merchandise is in a
resalable condition, we will then issue the customer credit for
the merchandise.
S34 Once packages have left White
Mountain's premise, who has the responsibility for product
delivery?
Once merchandise has left our premises, the responsibility
for safe delivery is with our carrier Australia Post. On behalf
of its customers, White Mountain will seek recourse from the
carrier in the event of loss or damage and subsequently seek
compensation for damaged products.
S35 Can I pay for my order by CHEQUE?
Yes, all you need do is choose 'Post Cheque' in the shopping
Cart payment options. Placing an order using a cheque will take
longer allowing additional time for the clearing process. Please
allow approximately 3 days from receipt of your cheque. Simply
post a copy of your order invoice with your cheque, and once the
Cheque is received and cleared, we will process your order.
S36 Can I pay using a MONEY ORDER?
Yes, as mentioned above all you need do is choose 'Post
Cheque' in the shopping Cart payment options, and then mail in
the money order to us with a copy of your order invoice. Once
the Money Order is received, we will process your order.
S37 How are users notified if an item is
on backorder or out of stock?
Orders are usually shipped within 24-48 hours. If there is
any problem with the order the customer is notified by email.
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