Need to Return Something?
Returns and exchanges can be completed in-store or online. If your return needs to be shipped back to us, head to our returns portal using the link below.
Our Return Policy
It's important to us that you're 100% satisfied with your purchase. If you bought the wrong size, your gear doesn't work as expected, or you've just changed your mind, we'll do our best to make the situation right for you and get you outside with the right gear.
The Basics
Unused, unopened products with their original tags and proof of purchase can be returned up to 90 days from their purchase date for a full refund to your original form of payment.
Lightly-used products with proof of purchase can be exchanged within 30 days for their full purchase price in store credit. Certain technical climbing items (harnesses, helmets, ropes, etc) may not be returned after use, to ensure safety of the end user.
All previously used products (Consignment, Blemish, Demo, etc) are not eligible for return—all sales are final. These products are offered at a significant discount!
Return Policy Exceptions:
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Mounted Skis:
- Skis that have been mounted but not used can be returned within 30 days for their full purchase price in store credit.
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Damaged, dirty or excessively worn items:
- If an item is damaged from misuse, dirty, or appears to be excessively worn, we reserve the right to not accept the return.
Making a Return
In-Store Returns
Gear that's eligible for a return or exchange can be brought to our Burlington location, whether it was purchased in-store or online.
Just bring the item you'd like to return to our checkout counter with its original tags, packaging, and your proof of purchase. It's simple and free!
Mail-in Returns with Checkout+
We offer Checkout+ at the time of checkout on all our orders. Adding this optional $3.98 charge to your purchase covers any return shipping and handling fees should you need to return your online order. Use the link below to process your return and receive a return shipping label.
If you did not select Checkout+ at the time of purchase. You are responsible for a flat shipping and handling fee of $13. You may still use the link below to process your return and get a return shipping label.
We encourage you to hold onto your order packaging until you're sure you love your item(s). If you need to make a return, reusing the original packaging is a easy, eco-friendly option!
Refunds and Exchanges
In-Store and Online Refunds
In-store and online purchases will be refunded to your original form of payment unless you opt for store credit.
- We process mailed-in returns within one business day of receiving them. It can take several business days for your bank or credit card company to process your refund, including refunds done in-store.
- Mailed in returns will not be credited until we have received you item and verified its condition.
- Shipping fees for online purchases will not be included in your refund.
Exchanges
In-Store
Bring your gear and proof of purchase to our checkout counter to start an exchange. If we have what you want, we'll swap it out!
Mail-in Exchanges
We offer easy exchanges on our website. Follow this link to begin your exchange process. You may opt to swap out your item for a new size of the same item OR apply your credit towards a completely different item.
We will ship the exchange item once we receive the returned item and verified it is in returnable condition.
Returns FAQs
Do I need Proof of Purchase?
Yes. A proof of purchase can include a paper receipt, printed invoice, order confirmation email, or online order number.
If you have a customer account in-store or online, our team can easily access your order history if you've misplaced your proof of purchase.
Where can I find my Online Order Number?
You can find your order number by looking at your order history, on the invoice packaged with your order, or in your order and shipping confirmation emails.
Do I pay for the cost of return shipping?
If you opt to purchase Checkout+ at checkout then you will not be charged for return shipping. Otherwise you will be charged $13 for shipping and handling fees to send back your item.
However, we do make exceptions if we made an error with your order, such as shipping you the wrong item or shipping you a damaged item. If you believe we made a mistake with your order, contact our customer service team before you start your return and we can waive the cost of shipping it back to us.
