FAQ - FREQUENTLY ASKED QUESTIONS

Contact Us


How do I get help from Sturtevants?

If you prefer a quick phone conversation to ask about a product, store, or anything else, please call 425-869-7669 during our business hours.

For help with an online order or any other inquiry, please contact our Customer Service team at 888-413-6966, or at customerservice@sturtevants.com

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Our Stores


Are appointments required for shopping in-store?

At this time, appointments are not required for shopping or any in-store services. Although please note that this may change depending on the status of the pandemic.

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How many stores do you have in Washington?

We have two locations in Bellevue, WA (Sturtevant’s and Ski Mart), and one location in Tacoma, WA (Ski Mart). Our Sturtevant's store has the best selection of gear. Ski Mart Bellevue offers winter rentals and great prices on closeouts and models from previous seasons. Ski Mart in Tacoma has a little bit of everything. All locations offer boot fitting as well as shop services, to wax and tune your skis and snowboards.

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Does your website show everything available at the store?

Our website only reflects what’s currently available in our fulfillment centers to ensure the fastest shipping time from us to you! Our store inventory is slightly different from what you see on our website. If you do not see a specific item, size or color online, we can help you find it in a store. Just give us a call!

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Do you sell used gear?

Our Ski Mart locations in Bellevue, WA and Tacoma, WA often have consigned gear from loyal customers that are gently used at great prices. Our consignment program runs during the fall and winter seasons, so sign up on our mailing list or follow us on Facebook to get the latest updates.

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What is your COVID 19 safety protocol?

Face coverings are still required for those who are not fully vaccinated.

We ask that all customers use hand sanitizer or the hand washing station.

TENNIS customers DO NOT need an appointment to drop off racquets for stringing.

TUNE SHOP - you DO NOT need an appointment to drop off equipment. The space is very small for drop off so please be patient if you need to wait your turn.

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Orders & Payment


Can I buy something online and pick it up in a store?

At this time, Sturtevants is not able to offer Buy Online / Pick-Up In-Store. This is a feature we are hoping to enable on the website in the near future.

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Will I be charged sales tax on my online order?

Sales tax is based on the shipping address. Applicable sales tax will be added to all purchases shipping to Colorado, Utah, New Mexico and Washington addresses due to our physical retail presence in these states.

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Can I buy, redeem or check my Sturtevants gift card balance online?

We are working on updating these options and features, but at this time, our online system and our gift card systems are not linked. Please call 425-869-7669 to place a gift card purchase, to redeem a gift card, or to check your balance. Thank you and sorry for any inconvenience this may cause.

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Are any orders fulfilled out of your stores?

No, all of our online orders at this time are fulfilled from our warehouses. Some stores are able to ship items for orders placed over the phone.

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Shipping & Returns


Can sale items be returned?

Yes, any unused items can be returned to us within 367 days for a full refund (either to the original payment method or to a gift card).

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What is your return/exchange policy?

367 days!! Unused items may be returned for a full refund to the original form of payment within 90 days from purchase date. Both from stores and online.

After 90 days and up to 367 days, items returned will receive a store credit on a gift card (from 91-367 days).

Returned items need to be unused, in new condition, with tags. If you lose your receipt we will have record of your purchase when you use an email or phone number at the time of purchase.

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How do I start the return process?

If you are ready to send your new and unused item back, follow the steps below. Please keep in mind it may take up to 7 business days after we receive your product for your refund to be processed.

  • Include a copy of your receipt or invoice (in package documents or print-out of emails are all acceptable documents)
  • Include a name and contact number just in case we need to reach you.
  • All items must be returned in their original packaging.
  • Items must be returned with all original tags still attached.
  • Mail your package to:
    • Sturtevants Returns
    • 17640 NE 65th Street
    • Redmond, WA 98052

Also, keep in mind that you also have the option to return online orders at any Sturtevants (WA) or Christy Sports (CO and UT) location.

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How much do you charge for shipping?

Any order over $200 qualifies for FREE standard shipping in the United States. Orders below $200 will be charged $9.99 for shipping

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Do you offer expedited shipping? Such as Overnight / Next Day Air / 2-Day Air?

At this time, we only offer standard shipping through Fedex Ground

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How long will it take to get my order?

The short answer is that it depends on the distance from the Pacific Northwest. Most orders will ship from our Redmond, Washington distribution center, and delivery can take anywhere from 2 to 5 business days from the date of shipment. Please note, this does not include weekends, or the amount of time it takes to process an order.

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Can I modify an order once it's been placed?

Unfortunately, once an order has been placed, it is forwarded to our distribution centers and cannot be modified. We're sorry for the inconvenience. The best course of action would be to cancel an existing order so that a new order can be placed.

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Can I exchange my item for a different size or color?

The quickest and easiest way to make an exchange is to place a new order through our website for the item you want, and to return your new, unused item to us for a full refund. This ensures that you get your item quickly without the risk of it selling out.

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Other Frequently Asked Questions


What is Sturtevant's Performance Guarantee?

Your comfort and satisfaction are very important to us; therefore, we are happy to offer you the following guarantees:

Ski/Snowboard Boots

Sturtevant’s guarantees that the boots we select for you, based on your stated skiing/snowboarding style, 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.

Ski Boot Fitting and Customization at Sturtevant’s

Included when you buy boots:

  • Analyze foot volume (low, med, high)
  • Selecting the right boot volume is critical to ultimate foot comfort
  • Shell fit

    • Modifications to the shell
    • Modifications to the liner

Extra:

  • Semi-Custom and Custom footbeds
  • After-Market liners
    • Custom moldable boot liners. Price varies.
  • Boot Heaters
  • Canting, Lifters, and additional Custom Modifications

Important Note:

If:

  • you choose to purchase a boot model and/or size against our recommendation,
  • or you do not allow Sturtevant’s the opportunity to adjust the fit to our satisfaction,
  • or you do not return within a reasonable amount of time (no problem within a year, and at our sole discretion beyond a year)
    then we reserve the right to void the boot fit guarantee. In addition, equipment must be in reasonably good condition; excessive damage will void the guarantee.

Skis/Snowboards:

Sturtevant’s guarantees that the skis/snowboard we select for you, based on your stated skiing/snowboarding style, ability, needs, wants and equipment history will perform as stated. We ask that you ski/snowboard on the skis/snowboard as least two (2) days, but no more than five (5), to give the skis/snowboard a fair chance. In some cases, we may recommend having our shop re-tune the skis/snowboard to improve their performance. 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.

Important note:

If:

  • you choose to purchase a boot model and/or size against our recommendation,
  • or you do not allow Sturtevant’s the opportunity to adjust the fit to our satisfaction,
  • or you do not return within a reasonable amount of time (no problem within a year, and at our sole discretion beyond a year)
  • then we reserve the right to void the boot fit guarantee. In addition, equipment must be in reasonably good condition; excessive damage will void the guarantee.

NOTE: ALL GUARANTEES ARE VALID FOR ONE YEAR FROM TIME OF PURCHASE.

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What is the pricing for Tunes and Binding mounts?

All of our stores offer tunes and binding mount services. We are currently working on getting all the pricing info and various services onto the website. Until then, please call any of our stores for the current prices and services. Services are first come, first served so please plan ahead, especially during peak times in the winter season.

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Are you hiring at your stores?

Yes, we have several job openings. All job listings are at this link. You can apply online and the store managers will receive a notification.

Our jobs are posted at sturtevantsjobs.com

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How do I start a warranty claim for something I ordered online?

We're sorry to hear about issues with your gear. Many of the products we sell come with a manufacturer's warranty. Please verify with the manufacturer what that warranty length may be.

Some manufacturers require the dealer to get involved to process a warranty. That's where we come in. Please reach out to us at customerservice@sturtevants.com and explain your situation. If we can't help process your warranty, we'll at least point you in the right direction.

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Does Sturtevants mount skis and bindings if I buy them together online?

Unfortunately, we are unable to mount bindings before shipping. There are several reasons for this, but the main reasons are

1. Logistics : Once we mount your bindings onto your skis, they will no longer fit in any standard boxes and we won't be able to ship your item(s).

2. Liability : In order for a certified technician to mount your binding, they must know your skiing level, height, weight, and have your ski boots available so we can verify fit.

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I received a defective product. What can I do?

We're sorry to hear about issues with your gear. If you received a damaged or defective product, please contact us as soon as possible at customerservice@sturtevants.com. Please mention your name and order number so that we can easily locate your order in our system. Please note that if you do not contact customer service first, you are responsible for all return shipping charges (we cannot reimburse your expenses).

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What is the demo program and can I redeem credits online?

Sturtevants offers current model year demo skis and snowboards for customers to try out for a daily fee. Think of them as "top of the line" rental equipment. Customers can redeem up to two-days worth of those fees as a credit towards your gear purchase.

This program was created as a way to help encourage customers to try various brands, and to help narrow down their options when choosing gear. Please note, the credit can only be used on "like" products. For example, a ski demo credit cannot be used on a snowboard or outerwear.

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