Share

SUUNTO WEBSHOP FAQS

Select one of the topics below to make finding the answer to your question easier:

-          Most frequently asked questions

-          My orders

-          Dispatch and Delivery

-          Returns and Refunds

-          Payment methods

-          General Information

-          Suunto Products

-          Contact us

MOST FREQUENTLY ASKED QUESTIONS

Can I change or cancel my order? 
We start preparing your order as soon as it has been placed to ensure that it reaches you as quickly as possible. This is why we are unable to change or cancel orders.

Can I change my delivery address after my order has been placed?
We do our utmost to deliver your order as quickly as possible. This is why we are unable to change the delivery address once your order has been confirmed.

How can I return an item bought from the Suunto online shop? 
If an item is unsuitable, you may return it and receive a full refund (excluding return postage) on the following conditions:

-The products have not been used,
-The products are returned within 30 days of receipt of the product.
-The products are in their original, undamaged packaging. Packages opened with care are not considered damaged.

Visit the returns section of the website for full details on how to return your product.

Can I exchange an unsuitable item?
Items cannot be exchanged, but may be returned.
Please return the unsuitable product and you will receive a full refund if the product is returned in accordance with the Suunto returns policy.

How can I contact Customer Support? 

Call our Contact Center : +61 1800 240 498 (toll free - support in English available 24/7)
Fill out a "Contact" form in the MySuunto section of the website (you will need to register for a MySuunto Account).
Submit a question in the Support Section of the website.

Top of page

MY ORDERS

How do I enter a promotional code for an online purchase? 
When you are ready to make your purchase, go to your basket (or click on the shopping cart  button in the upper right corner of the page).
When you are ready to confirm your order, enter your promotional code/voucher in the “Apply Voucher” box. Please ensure that you do not add any extra spaces before or after the promotional code/voucher. This could happen if you copy-paste the code/voucher from an email or other electronic communication.

After entering the code/voucher, click CONFIRM THIS CODE. Once your promotional code/voucher is confirmed and accepted, the discount is applied automatically.

Can I change or cancel my order? 
We start preparing your order as soon as it has been placed to ensure that it reaches you as quickly as possible. This is why we are unable to change or cancel orders.

Can I change my delivery address after my order has been placed?
We do our utmost to deliver your order as quickly as possible. This is why we are unable to change the delivery address once your order has been confirmed.

How can I be sure that my order has been received? 
Once you have placed your order, you will automatically receive an order confirmation by email with a detailed summary of your purchase(s).
Please ensure that the email address used to place your order is correct as all information regarding your order will be sent to this address.  

Can I request amendments to be made to my invoice?

Your invoice is automatically issued when your order is dispatched.
This includes the invoicing address you provided when placing your order. Please ensure that this is correct as it cannot subsequently be changed.

Please note that no subsequent changes can be made on an invoice once the order is processed.

Top of page

DISPATCH AND DELIVERY

Which countries do you deliver to?
Suunto.com sales are only for end customers.

Orders can only be delivered to countries where the suunto.com online shop is available. We deliver to the following countries: Australia, Austria, Denmark, Finland, France (mainland France and Corsica), Germany, Norway, Italy, Poland, Spain, Sweden, Switzerland, Czech Republic, United Kingdom, United States, Canada and Japan.
You cannot have an order delivered to a country different from where you placed the order. To receive your order in Australia, for example, you must place it on the Australian website.

What are your delivery times and costs? 

You may choose between regular delivery and express delivery:

-        Regular delivery: delivery within 7 working days – $6.99 (or free for orders of $100 or more)

-        Express delivery: delivery within 2 working days – $9.99

-        Australia Post collection: delivery within 7 working days – $6.99 (or free for orders of $100 or more)

Deliveries will be made  during workdays from Monday to Friday. If the order is made before 2 PM it will be handled on the same day.
Any order placed after 2 PM (Monday to Friday), on Saturday, Sunday or a public holiday, will be shipped on the next working day.

Which carrier services do you use? 
In Australia, orders are delivered and sent via Australia Post or Startrack depending on your location and the service requested. 

Can I choose to have my delivery sent to an Australia Post Parcel Locker?
Yes, to have your order delivered to an Australia Post Parcel Locker, select the option ‘Australia Post collection’ at the checkout and you will be presented with a choice of delivery locations.

Is it possible to send my package to a third party or to an address other than the one shown on the invoice?
Yes, orders are sent to the person and address recorded in the delivery information, even if they are different from the invoice information.  

From where are orders dispatched? 
All orders are dispatched from our Australian warehouse based in Braeside, Victoria.

Can I select a delivery address in a different country?
No, this is not possible.
Orders placed on Suunto.com/Australia must be delivered to Australia.

How can I confirm that my order has been dispatched?
When your order leaves our warehouse, you will receive a shipping confirmation by email. The email provides a summary of your order along with the tracking number of the package.

What should I do if I am not at home when the delivery arrives?
If you are out when the delivery arrives, the carrier will leave a notification in your mail box with further instructions – your parcel may be left at the nearest Australia Post Office.

I am still waiting for my order to be delivered. What can I do? 
Please check your package status on the carrier site using the tracking link received on your shipping confirmation email. 
You could also contact our Customer Support: +61 1800 240 498 (toll free - support in English available 24/7).

Top of page

RETURNS AND REFUNDS

How can I return an item bought from the Suunto online shop? 

If an item is unsuitable, you may return it and receive a full refund (excluding return postage) on the following conditions:

-The products have not been used, 
-The products are returned within 30 days of receipt of the product.
-The products are in their original, undamaged packaging. Packages opened with care are not considered damaged.

Visit the returns section of the website for full details on how to return the product.

Can I exchange an item if it is unsuitable?
Items cannot be exchanged, but may be returned.
Please return the unsuitable product and you will receive a full refund, if the product is returned in accordance with the Suunto returns policy. 

How much will it cost me to return a product?
You will be liable for the cost of returns (currently $7.80) and will pay for it on the online return form (Australia Post).

If the return is due to an error on our part, please contact us so that we can provide you with a free return process (+61 1800 240 498).

When will I receive my refund?
We will refund up to the price you paid for the Product(s) plus the initial shipping cost within 14 business days from the day on which we receive the return delivery from you..

What should I do if my refund is incorrect? 
If the amount refunded does not match your order, please contact our Customer Support:  +61 1800 240 498 (toll free, support in English available 24/7).

What should I do if I receive the wrong item? 
If you receive an incorrect item, please contact our Customer Support: +61 1800 240 498 (toll free, support in English available 24/7).

Top of page

METHODS OF PAYMENT

Which payment methods does the online Suunto store accept?  
Purchases can be made by debit or credit card (Visa, MasterCard and American Express). 

When will my card be charged?
The full amount of your order will be charged when your product leaves our warehouse.

How can I be sure that your online payment site is secure?
We do our utmost to ensure that our site is secure. All transactions by credit and debit card are processed by “Cybersource”, a secure online portal responsible for holding and managing information about your payments within a secure environment.
In order to ensure security for everyone, we may need to contact you to verify your payment information.

My payment is declined, I am unable to complete my transaction. What should I do? 
If your payment is declined, please check that your card number and expiration date are correct. Please check that your bank has not blocked the payment. For security reasons, Customer Support cannot access your bank details, but they are available to give you advice: 
+61 1800 240 498 (toll free - support in English available 24/7).

Top of page

 

GENERAL INFORMATION

How can I receive the latest information about Suunto and its products?
To receive the latest information, simply subscribe to our newsletter by entering your email address in the appropriate field at the bottom of our home page.

How can I unsubscribe from the Suunto Newsletter? 
To unsubscribe from the Newsletter, simply click on the ‘Cancel my subscription’ link at the bottom of the Newsletter.

I have bought from or found a site selling counterfeit Suunto products. What should I do? 
We work tirelessly to combat any potential sources of fakes, but we are unable to fully prevent the sale of counterfeit products. Please contact us about any fake website or counterfeit products you encounter.

Top of page

 

SUUNTO PRODUCTS

Is the full range of Suunto products available for purchase online? 
Most Suunto products are available from our site.
We currently do not sell diving products on Suunto.com in Australia.

How will I be notified that an item is back in stock?  
If one of our products is out of stock, please enter your email address in the field provided on that particular product page.
An email notification will be sent to you when the product is back in stock.

I do not understand all the functions on my Suunto product. Is there a user manual? 
If you are unable to master all the functions on your Suunto product, please visit Suunto Key Features to download the complete user guide, read FAQs, watch how-to videos, etc.

Where can I find the name and reference of a product? 
If your item is still in its original box, you will find the product name and model number on the package. If not, you should be able to find the product name and model number on the product itself.

How can I be sure that I am buying an authentic Suunto product?  
We work tirelessly to combat any potential source of fakes, but we are unable to fully prevent the sale of counterfeit products. We recommend that you purchase Suunto products either from our online shop or from one of our authorized dealers.

My Suunto product has deteriorated abnormally or is faulty, where can I return it? 
If the item is brand new and has never been used, please contact Customer Support to return the item so that we can give you a standard exchange.
If the item has already been used, please contact our Repairs Department for a diagnosis and repair.

Where and how can I check the status of my customer return process? 
Your dispatch tracking N° is the only way you can track your package.
In the event of any unexpected development, please contact our Customer Support:  +61 1800 240 498 (toll free - support in English available 24/7).

If my Suunto product is no longer covered by warranty, can I still have it repaired?
Yes, simply send your product for repair and our teams will investigate the problem and send you a repair estimate. You can then accept or decline the repair: Repairs Department.

Where can I buy spare parts for my Suunto product? 
The only spare parts available online are those that can be replaced by you (straps,coinbatteries, etc.) For other parts, please contact our Repairs Department for an estimate: Repairs Department

What are the warranty conditions at Suunto?
Suunto provides an International Warranty for all Suunto products.

With the International Warranty, all Suunto products in warranty enjoy warranty repairs at Suunto authorized service centers worldwide. In practice this means that Suunto customers can have their Suunto product repaired under warranty in any Suunto authorized service center around the world, not just in the country where they purchased the product. The international expansion of Suunto's warranty provides more flexibility for customers who e.g. bought a Suunto product when traveling or have moved to another country after purchase.

Suunto support team can be contacted through the phone numbers found on the Support page or by submitting a question.

The International Limited Warranty applies to all Suunto products that are currently under warranty. To qualify, customers need to register their device at www.suunto.com/mysuunto and to present a purchase receipt upon delivering their device to the service center.

For more information and Suunto Warranty terms, see here.

Top of page

CONTACT US                                                                      

What should I do if I cannot find the answer to my question here?
You can contact our support: +61 1800 240 498 (toll free - support is available 24/7) or by completing  the Contact Us form.

Top of page