What is GNU’s warranty policy?
All products made by GNU have a one year warranty against manufacturer’s defects from the date of purchase from a GNU Authorized Dealer. Further, this warranty only covers defects in materials and workmanship. The warranty does not cover normal wear and tear, excessive abuse or misuse by riding things other than snow, impacts due to your steering problems, cosmetic issues or modifications you made. You must keep your sales receipt when you purchase a GNU product. This is your proof of purchase and you will need to show this if you need to warranty your product. The warranty is only applicable to the original purchaser and is void if your product was purchased from another person or an unauthorized dealer (including, without limitation, Craig’s List, EBAY, etc.) There is a list of Authorized Dealers on GNU’s website.
If you think you may have defective product, you can take it back to the place of purchase or any Authorized GNU Dealer. The Authorized GNU Dealer will take a look at the product and help you determine the best course of action. The Authorized GNU Dealer will call GNU’s warranty department and get a RETURN AUTHORIZATION (RA) NUMBER so that the product can be sent to GNU and inspected. Alternatively, if you purchased the product from an authorized online dealer, you can contact the GNU warranty department and arrange to send the product back to GNU yourself. An administration/postage and handling fee may be charged if the product is returned to an Authorized GNU Dealer that is outside of the country where the product was initially purchased. For product purchased online, the “country of purchase” is the location from which the online dealer shipped the product. Warranty claims made in the country where the product was purchased may still incur an administration/postage and handling fee unless prohibited by local laws. ALL WARRANTY CLAIMS MUST BE ACCOMPANIED BY A SALES RECEIPT AND AN RA NUMBER.
Do I need to register my GNU product to qualify for GNU’s warranty?
Your GNU product currently does not need to be registered for warranty. You will need a valid proof of purchase from an authorized GNU dealer to pursue your warranty claim.
Do I or the shop need a RETURN MERCHANDISE AUTHORIZATION # to return my product to GNU?
Yes. Individuals or shops CANNOT return product to GNU without an RMA #.
How long will it take to get my product (board/bindings) back once I send it in?
Once we receive your product at our where house please allow 5 days for us to process the claim and determine whether your product will be replaced, repaired, or denied. We normally ship replacement product using Fed Ex Ground so please factor in return shipping time for your return to address. If you choose to expedite the shipping method of your product to us we will in most cases reciprocate and ship it back to you using the same expedited method that the sender used.
If you send your board to us 2nd day air, we will send it back to you 2nd day air.
If it is determined that your product is to be repaired please allow 10 working days for our technicians to do the repair work and the final tuning/buffing of your board (“good as new”).
It is always helpful if you have a backup setup to ride while your board/binding claim is being processed.
Will GNU pay for the shipping costs for me to send the board back to them? Can they send me a call tag to have the board picked up?
No & No. Our basic warranty shipping policy is that the customer or shop pays to ship the product back to us and we pay to ship the repaired/replaced or denied product back to the customer or shop.
I have a problem with my board that concerns me, but I can’t send it back right now because it is still rideable and there is too much pow pow. Can I ride the board for a while (the season) and send it back to GNU when the snow melts?
Yes. Contact one of our warranty technicians as soon as you start having a problem with our product. Send us your receipt copy and digital pictures of your “defect”. We can keep you shredding until you are ready to part ways with your shred tool.
What happens if GNU is out of the product that I need to have replaced?
Sometimes if it is late in the season, GNU will replace your board with next year’s model of your product. Other times GNU may replace your product with a comparable product model after consulting with you for an alternate replacement choice.
Can GNU fix my board because I hit a rock on accident?
No. We’re sorry you incurred damage to your snowboard that is not covered under warranty, but unfortunately we are not a snowboard repair shop. We will be happy to help you find a good snowboard repair shop near you to do the repair.
How often should I call or email to check on the status of my warranty case?
Please keep the calls and emails to a minimum regarding your claim and always give your RMA # when inquiring about your case. The less calls and emails we get the more time we have to take care of your case.
What is Shopatron?
Shopatron is the order processor for gnu.com. This means, that after purchasing product from gnu.com you will receive email communication regarding order and shipment status from Shopatron. In addition to email communication, all returns are processed through Shopatron. To initiate a return, cancel an order, or check order status log into your Shopatron Account. At any point in the order process you may be contacted by Shopatron, GNU, or a GNU Shopatron dealer fulfillment partner directly.
What are Shopatron dealer fulfillment partners?
When ordering from gnu.com you are directly supporting your local dealers.
Through the Shopatron tool, when an order is placed through gnu.com, the order is assigned to one of our GNU dealers for shipment. Orders are assigned to retailers who are located closest to you.
When needed GNU will ship orders that cannot be fulfilled by one of our retail partners.
Through this system, GNU customers are able to support their local dealers when making online purchases.
Out-of-stock – GNU makes every effort to keep items in stock. Occasionally, even after an order has been placed, products will be oversold. If this happens, you will be notified immediately that part, or all, of your order cannot be fulfilled.
Partial shipments – If only part of your order is unavailable, the remaining items will be shipped to you. Your account will only be charged for the shipped items.
Split shipments – Because we rely on the support of our specialty retailers in the fulfillment and shipment of online orders, it is likely that your order will be shipped by one of these retailers. When product becomes sparse, it is also possible that your order will be fulfilled by multiple retail partners. You will not be charged extra for this service!
Future availability – If you are interested in a specific out-of-stock item, continue to check the website periodically and/or contact GNU Customer Service to find out when the product will become available.
Where else are GNU products sold?
Our products are sold at numerous online and retail stores. To locate a dealer near you please reference our Store Locator.
Where can I demo GNU Snowboards?
Here is a list of our Official Demo Centers.
How can I get spare parts for my GNU bindings?
Try taking your bindings back to the shop that you purchased them from first. The shop should have parts to service your bindings or if they don’t they can contact us and we can send out the needed parts to the shop. If this is not possible contact us via our replacement parts request form. Include digital pictures of the broken or missing parts. Specify brand/model/size/year of your bindings and designate left/right, toe/ankle, etc… Provide your receipt for the bindings to us by fax or email. If your bindings are still covered under warranty we will send you the replacement parts free of charge. Include a shipping address and phone number. The address cannot be a PO Box as Federal Express does not ship to PO Boxes.
Where can I find further technical support?
How do I setup my GNU Outdoor splitboard bindings?
For more information about setting up your GNU Outdoor splitboard binding, watch this setup video with Temple Cummins.
Why should I rotate the highback?
You don´t have to but some riders prefer it as it gives them more space to move and no pressure points.
Can I rotate the highback?
Yes, but this is only featured with the asymmetrical highback. HIGHBACK ROTATION VIDEO
How can I adjust the forward lean of the highback?
With the symmetric FT1 highback you just have to open the highback lever and you´ll find the adjustment screw underneath. Simply open it a bit, choose your forward lean and tighten it again. With the asymmetrical highback you find a tool less adjustment screw at the end of the cable or a barrel roll adjuster on the highback lever. FORWARD LEAN VIDEO
How do I mount my FASTEC bindings on my board?
First step is to open the footbed cover to reach the mounting disc. Then you choose your angle and stance. Easiest way is to gently screw the mounting screws on the board. Just make 1 or 2 turns with the screwdriver. Now you should be able to move the bindings around till you reach the position of your choice. Screw them tight, put the cover back on and you´re ready to go!
Here you can find a tutorial clip: MOUNTING VIDEO
How can I adjust my FASTEC bindings on my board?
First step is to adjust the length of the straps by simply opening the Levers.
If that won´t give you the space you need you will find a detailed tutorial: SET UP VIDEO
What are the advantages of the FASTEC system?
Not that you simply save time while getting in an out of your FASTEC bindings, it will also keep your boot in the same position every time. Pressure points and ratcheting are the past. Perfect performance and comfort on the highest level – for freestyle pros as for beginners and all-arounders.
What is FASTEC and how does it work?
FASTEC is currently the most comfortable and most efficient snowboard binding system on the market. Once you have adjusted your binding to your boot you will never have to worry about the set up. It will always give you the right pressure at the right spots and you will be already riding while your friends still hassle around with their ratchet bindings.
The auto lever makes entry and exit really easy and fast. You can find out more about the FASTEC system in this clip: EASY IN VIDEO
How do I prevent my ankle strap from changing length?
The Micro Buckle 2 located on your ankle strap has a locking mechanism to prevent movement when your foot is out of the bindings. Simply push down on the buckle lever to lock buckle and prevent strap movement.
See PDF for detailed information: Micro Buckle 2 Operation PDF