Customer Service

1. Shipping Process
2. Our Return Policy
3. Warranty Information
4. Product Questions
5. Our Performance Guarantee
6. Privacy Policy
7. Sales Tax

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1. Shipping Process

Sturtevant's Online Shipping

I just ordered! What happens now?
We try to process all in-stock orders within 24 hours. If you have a larger order, it may take up to 48 hours. For older items from previous seasons (these are typically located in our warehouse), it may take even longer. Please keep in mind, this does not include weekends or Holidays. If you are ordering an unstrung tennis racquet, our pros in the tennis shop will have it strung within 24 hours so you can get it on the court in no time.

In-Store Pick Up
If you live around the Puget Sound you are probably pretty close to Sturtevant's or one of our Sturtevant's Ski Mart Locations. Select In-Store Pick Up from the shipping options and it is always FREE! You will receive an email alerting you that your order is ready for pick up. Most in-store pick ups are ready within 24 hours depending on inventory.

Shipping of Oversized Items
All wakeboards and wakesurf boards fall under the oversized shipping category. This means that USPS (The Post Office) will not ship them. UPS will ship them but only with an oversize surcharge that is usually between $50 to $150. Please email us to get a quote before purchasing a wakeboard or wakesurf board.

99% of what we ship does not classify as being oversized. Even if we're shipping a pair of snow skis that are 185 centimeters long, they're usually skinny enough not to have an 'oversized' surcharge.

International Shipping
Due to contractual agreements with our suppliers, there may be restrictions on where we can ship some products. There are no restrictions on purchasing a product with an international credit card as long as it is being shipped to an address within the United States. If you do attempt to purchase a U.S. restricted brand, we may kindly cancel your order.

These brands include (but are not limited to)...

K2, Salomon, Burton, Spyder, Volkl, Tecnica, Marker USA, Giro, Oakley, Ride, Line, Full Tilt, Arc'Teryx, HO, Head, Under Armour, All Burton Lines, GNU, The North Face, Babolat, Bonfire, Dynastar, Look, Lange, Reef, Mammut, Ronix, Radar, Scott, Northwave, Contour HD, Lib Tech

Customs, tarrifs, duties, VAT's and taxes
Many international orders are subject to customs, tariffs, duties, and taxes. These fees are not included in our prices and are your sole responsibility. We are not responsible for any further fees issued by your respective countries or other entities.

Shipping Outside North America
We do ship certain products outside of North America upon request. For a shipping quote please email service@sturtevants.com or call the Web Sales department at (425) 467-2560

Typical UPS Ground Shipping Times
UPS Shipping Map
2. Our Return Policy
Returns and Exchanges
Sturtevant's Return Policy

Sturtevant's will accept NEW unused, unwashed merchandise for return within 30 days when accompanied by your original sales receipt. We will credit you in the original form of payment for the price paid. Checks require a waiting period of 7-10 business days after which a refund check can be picked up at the store location or sent via USPS, UPS or FedEX. If you do not have your original receipt, we will issue a store credit for in-season merchandise at the current selling price. There are no returns on clearance sale merchandise.
  • Items must be returned in their original packaging and in their original condition.
  • Whether the item was purchased in-store, online or over the phone, it can be returned to any of our locations, or via mail (see below)
  • STORE CREDIT (in the form of a Gift Card) will be issued for any items returned after 30 days and before 60 days as long as they are in their original condition. We do not accept returns or exchanges after 60 days.
  • You can expect a full refund posted to your credit card usually 3 to 7 days after we receive the item(s). It may take up to 30 days to be visible on your credit card statement.
  • Customers are responsible for shipping costs on returns, unless the product is defective or an error has occurred on Sturtevant’s part when filling the order.
  • Used items cannot be returned for refund or credit unless due to manufacturer defect.
  • Any electronic products that have been opened and/or used cannot be returned unless due to manufacturer defect.
  • Opened movies may be exchanged for the same title only within 10 days of original purchase.
SALE ITEM RETURN POLICY
Due to our exceptionally low prices during the Progressive Sale and for all sale items in general, all sales are final on discounted items.

Return Instructions (for those that are mailing items back)
  • Email returns@sturtevants.com, and explain what you would like to return. We'll give you an RMA number.
  • Ship your items back to the address below and include the following: Receipt, Invoice or Order confirmation. This will help us and make the return process as smooth and quick as possible.
Once we have received the product we will evalulate it then credit your card.

Shipping Address - Insure the package for your protection and return it to:

(Via UPS, USPS or FedEX):
Sturtevant's Online
Attention: Returns
1100 Bellevue Way NE #7
Bellevue, WA. 98004

Online Exchange Instructions:
  • If you would like to exchange an online purchase, please follow the same return instructions above. We will then credit your first purchase so that you may make a brand new purchase of the desired item.
  • Then purchase the new item online. This will ensure availability and allow us to ship the the new item right away.
Warranty Policy
  • Sturtevant's will assist customers with warranty problems in accordance with the manufacturer’s policies. Please contact us during business hours for specific warranty information at 1-888-454-SNOW. We also encourage you to visit the manufacturer's websites for more specific information on a warranty. In many cases, this will help expedite the process and will allow the replacement products to be shipped directly to you, instead of to our store.
3. Warranty Information
Warranty Items

Manufacturers generally provide a warranty that covers your product against all defects for a limited amount of time. If you feel your product is covered under warranty, there are two things you can do.

1. Send Directly To Manufacturer
If the manufacturer does not require you to issue the warranty claim though an authorized dealer, then you may often send the product directly to the manufacturer. When available, it's usually the fastest way to get your gear back. It removes a substantial amount of shipping and processing time since it won't have to be shipped to the dealer first.

2. Shipping Through an Authorized Dealer
Many manufacturers require you to warranty items through an authorized dealer. This is especially common in skiing hardgoods. If this is the case, you must send it to us and we will contact the manufacturer on your behalf. This process is completely dependent upon the situation, condition of the product, and the warranty policy for that manufacturer. It is not uncommon for it to take 6-8 weeks to complete the transaction.
NOTE: You, the customer, will incur all shipping costs associated with warranty items. The exception to this is when warranty issues involve products that haven't been used.

How To Warranty an Item Through Sturtevant's
If you would like warranty an item through us please contact us to receive a Warranty/Return number. Once this number has been issued, you may send us the product and we will contact you with the status as soon as we have evaluated the situation.

More Questions? If you have any further questions, just ask! Contact us via phone during Bellevue store hours or email anytime at returns@sturtevants.com. We typically respond to all emails within 1 business day.

4. Product Questions
Have A Question About Our Products?
Product Questions
We are proud to have an exceptionally knowledgeable staff who truly understand the products we sell. If you have any gear related questions, give us a call and we will get an expert on the line to answer those questions.

So whether it's a question about which ski we feel is better for the local mountain you ride, or how a certain jacket fits, give us a call!

(425) 454-6465

OR

Send us an email and we will get back to you within 24 hours customerservice@sturtevants.com

Online Order Questions; Online Customer Service Department
Email: customerservice@sturtevants.com
5. Our Performance Guarantee

The Sturtevant's Performance Guarantee - FOR IN STORE PURCHASES ONLY (Excluding Online Helmet Guarantee)

Your comfort and satisfaction are very important to us, therefore, we are happy to offer you the following guarantees when you purchase products from our retail store location.

We are confident that our experienced staff will help you select the right equipment for your needs. If, for some reason, the product does not meet your expectations, then we will give you 100% of your investment towards another product that we/you feel will better meet your needs. We do ask that you allow us the opportunity to work with you on these situations to find the best solution (we may recommend a demo ski before making another selection, or we may recommend additional boot fit aids). In any case, our goal is to make you a satisfied customer when you have entrusted our staff to help you make your product selection. If we are not able to satisfy your needs we may choose to offer you a refund.


ALL GUARANTEES APPLY ONLY TO IN-STORE PURCHASES
ALL GUARANTEES APPLY ONLY TO CURRENT SEASON PRODUCTS
ALL GUARANTEES APPLY ONLY DURING THE SEASON IN WHICH THE PRODUCT IS PURCHASED

Important Note: If you choose to purchase a product/model and/or size against our recommendation, you do not allow Sturtevant's the opportunity to adjust the fit, or you do not return within a reasonable amount of time (same season or at our sole discretion after the season) then we reserve the right to void the guarantee. In addition, equipment must be in reasonably good condition; excessive damage will void the guarantee.

PRODUCTS GUARANTEED
Boots/Snowboard Boots:
Sturtevant's guarantees that the boots we help you select, based on your stated skiing/snowboarding style, ability, needs, wants and the actual shape and contour of your foot, will perform as stated and fit as designed.

A properly fit ski/snowboard boot can still cause minor problems and discomfort when first used as there is no way to replicate the on-hill environment in the store. Therefore, it may be necessary for you to return to the store for additional fit adjustments. If, following 2-3 fit sessions, we are unable to fit the boots to our mutual satisfaction, we will offer you a credit under our guarantee.

Skis/Snowboards:
Sturtevant's guarantees that the skis/snowboard we help you select, based on your stated skiing/snowboarding style, ability, needs, wants and equipment history will perform as stated.

Should you not enjoy your new skis/snowboard, we ask that you try them out at least two (2) days on the mountain, but no more than five (5), to give them a fair chance. In some cases we may recommend having our shop retune the skis/snowboard to better match your needs and style. If at that time you are still not satisfied with the performance of the skis/snowboard, we will offer you a credit under our guarantee.

Water ski/Wakeboard:
Sturtevant's guarantees that the water ski/wakeboard we help you select, based on your stated style, ability, needs, wants and equipment history will perform as stated.

Should you not enjoy your new water ski/wakeboard we ask that you try the product at least two (2) times to give it a fair chance. If at that time you are still not satisfied with the performance of the water ski/wakeboard, we will offer you a credit under our guarantee.

Online Helmet Fit Guarantee

Purchase any winter season helmet from Sturtevant's Online and if it doesn't fit we will pay your return shipping. Follow our helmet fit and sizing suggestions then order up worry free! Offer good once per customer per season.

6. Privacy Policy
Privacy Policy
Your personal information is safe with Sturtevant's. All of the personal information required to conduct a transaction is submitted over a secure server and guaranteed by Comodo. This information is used only by Sturtevant's and we will never sell, rent or give away any personal information, including your email, phone number, address or otherwise. If for an any reason you feel that your security has been breached, please contact us immediately at (425) 467-2560.
7. Sales Tax
Sales Tax
As a Washington based company, Sturtevant's is required to charge you sales tax if you are shipping to a Washington address. Customers shipping to any other states will not be charged sales tax. Any out of state sales or use taxes you may be subject to is your responsibility.
 
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