 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.
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 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.
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 in our
specials selections. 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™ 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 Prahran 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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