Support

Frequently Asked Questions

What is your return and exchange policy?

All products purchased online should be returned within 30 days of delivery in new condition, and with all paperwork, tags, parts, and accessories to insure full credit.

Swimwear, bike shorts, running shorts with liners, and underwear must be returned unworn with all tags still attached and any protective liners still in place. Please wear undergarments when trying on these items.
The shoe/boot box should not be used as a shipping box, it should be packed in a separate box or shipping mailer. Orders will incur a 10% restocking fee for boots/shoe shipped in their original box.
A 20% restocking fee (20% of ski and binding) will be charged for returned skis and bindings that required drilling and we mounted.
A restocking fee of up to 20% will also be charged for any item returned outside of this policy.

Pack the item(s) securely in the original package, if possible. For your protection, we recommend that you use UPS Ground or Insured Parcel Post for your return.

The customer is responsible for the cost of return shipping. We cannot accept C.O.D. deliveries. Shipping charges will apply for exchanged items. You will be refunded the corresponding shipping cost if the return is a result of a shipping error on our part. We can also arrange a call tag or a return service label in the case of an exchange due to an error on our part.

Defective Merchandise

If a product is defective, please send it back to us. Most manufactures will not take back items that have not been cleaned or laundered after use. A $10 cleaning fee will be charged for item that require cleaning.
We comply fully with our manufacturers warranties and will repair or replace an item according to their specifications. Warranties generally cover manufacturer's defects only and length of warranties vary by company.
If the defective item was not purchased in your name, please send proof of purchase.
The purchaser must pay for shipping charges back to our store.

How to send your return or warranty:

Write a note telling us how you want to handle the return or warranty within the above policies. For returns, would you like us to exchange the item, issue a credit, issue a refund or credit the card originally charged, or other (please explain)? For warranty, if the item is used, the company's policy determines replacement or repair.
Let us know why you are returning the item (for example: wrong size, wrong item, didn't like color, damaged in transit, warranty, etc.). Please describe the defect for warranties.
Specify the name and address to which we should send your refund or exchange.
Please give us an email address, and telephone number (specify day or evening) in case we have questions.
Ship your return to:

What is the status of my order?

You can get the status of your order from the order history in your account, assuming you created one and did not checkout as a guest. If you checked out s a guest without creating an account, feel free to contact us about the status of your order. You should receive a shipping confirmation email as well as a tracking information email. Please double check your spam folder if you do not receive these emails.azine and housed in a nice, gilded frame.

Do you have a printed catalog?

At this time, we do not have a mail order catalog.

How do I get a tracking number for my order?

You should receive a tracking email directly upon shipment of your order. Please double check your spam folder if you do not receive this email. You can also get your order status and tracking number(s) from the Order History page assuming you created an account at the time of your order.

Do you ship internationally?

We ship primarily to the United States and Canada. We are authorized by some manufacturers to sell only within the United States. We have shipped internationally and do so on a case by case basis. Please contact us to see if we might be able to fulfill your order.

Do you mount bindings when they are ordered with skis?

Yes, for nordic (cross country) skis only. We offer this service at no extra charge. In a note field on the final page during checkout, you can request mounting. Please provide your boot information (make, model, and size) if boots are not a part of the order. We do not offer mounting for Alpine (Downhill) skis. Downhill ski and binding orders will ship unmounted.

How do I get a tracking number for my order?

What are your store hours?

Store Hours are: Monday through Saturday: 10-6 | Sunday 11-5. Please refer to the footer of this page for up to date Service and Rental hours.

Do you rent bike and/or skis?

We rent bicycles from approximately May 1st through October 31st depending upon the weather. We rent skis, snowboards and snowshoes during the winter months. Please refer to our rental pages for our current rental offerings.

When in your bike swap/ ski swap?

Our annual Bike Swap is usually the first Saturday in May and our annual Ski Swap is usually the first or second Saturday in January. Check out our [Events Calendar](/content/pages/events-calendar "Skirack Events Calendar"/index.html) for up to date information.

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