FAQ - FREQUENTLY ASKED QUESTIONS

Contact Us


Need help or have a question ? Give us a call, shoot us an email, or live chat with one of our knowledgeable Specialists!

Hours of Operation
Monday – Friday: 8:00am - 5:00pm (MST)
Saturday – Sunday: 10:00am - 5:00pm (MST)

Contact Details
Give us a call - 888.413.6966
Send us an email info@sturtevants.com
Start a live chat conversation with us online right now!

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Rentals


How do I get help with a Rental?

In order to provide you with the best user experience we are currently rebuilding our rental site. You can chat with us, email us at info@sturtevants.com or find more info on our Contact Us page. 

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How can I receive up to 20%* off my rental?

Your actual discount rate will vary based on the dates, location & service level of your reservation. Discount offer is subject to change at any time prior to reservation. Max discounts typically do not apply to peak periods and holidays. Not valid with a walk-in rental.

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What are your rental rates?

Our rates can vary based on a variety of factors, including but not limited to:

The location of your rental, the time of season, and if you book online in advance, or as a walk-in.

You can confirm your rates by clicking on the Rent option then selecting your preferred location and dates. Please note that rates are subject to change prior to placing an advanced reservation with a deposit.

To find out about our walk-in rates, select a store and scroll down to find their phone number and one of our associates will provide you with their walk-in rates at that location.

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I rented gear. Can I redeem my demo credit online?

Demo credits are redeemable at the same location that facilitated the demo with proof of purchase. If you didn't see what you liked at the store, send us the details below in an email to info@sturtevants.com and we can give you a one-time use discount code for up to two-days' worth of your demo rental to use towards your gear purchase online!

  • A copy of your demo rental receipt
  • The gear you're interested in purchasing

Please note: Your demo credit is good through the end of the current season, and can only be used towards the purchase of a new ski or snowboard of the same season. Selection is limited to current availability.

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What is your cancellation policy?

Please cancel your reservation 24 hours prior to your pick-up day for a full refund. You can make changes at any time. If you need to cancel or change your reservation during weekend hours please contact your rental location.

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Do you have a group of 15 or more renters?

Sturtevant's offers a group discount if you have 15 or more renters. Please email or call us to learn more.

Hours of Operation
Monday – Friday: 7:00am - 6:00pm (MST)
Saturday: 8:00am - 4:30pm (MST)
Sunday: 8:00am - 4:30pm (MST)

Contact Details
Chat with us online right now!
Send us an email info@sturtevants.com
More contact info on ourContact Us page

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Do you offer helmet rentals?

If you would like a helmet please reserve it with your rental. The cost is $12.95 per day. Helmet quantities are limited and we cannot guarantee a Helmet will be available without a reservation.

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Do you offer goggle rentals?

No, at this time we do not offer goggles to rent. These items can be purchased in store or online.

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Are poles included with rental package?

Yes, ski poles come with each package. You will be sized for your poles when you pick up your rentals.

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Do you offer a Damage Waiver for rental equipment?

Yes, all Sturtevant's locations offer the damage waiver. The cost is $2 per person, per day. Damage waiver covers only breakage or damage of equipment, it does not cover loss, theft or personal injury.

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When can I pick up my equipment?

Rental equipment can be picked up on the first day of the rental reservation, or if you select “early pickup” during your reservation, you can pick up your equipment after 3pm the day before your first rental day.

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When should I make my reservation?

Reserve your equipment as soon as you know your vacation dates. Some locations do sell out during the holidays and spring break. Equipment prices vary by location, please view locations and rates page.

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What size ski boots and snowboard boots do you carry?

We have ski boot sizes from a junior size 8 to an adult size 16, and snowboard boots to a size 15.

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What ski length should I rent?

Your equipment will be custom fitted by one of our expert technicians, when you arrive at the store for pickup. If you would like to request a specific length before arrival, please make a note in the special request box on your reservation.

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What if I bring my own boots?

No problem, we have a price for skis only, this package does not include boots.

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Can I pick up my equipment at one location and drop it off at another location?

Equipment must be returned to the location rented from.

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Can I extend my rental period/hold on to the gear for an extra day?

Please contact your rental location to determine if you are able to extend your rental. If you are not and someone else has reserved your equipment we kindly ask that you return it on time.

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What type of skier am I?

Type I Ski Cautiously, Type II Ski Moderately, Type III Ski Aggressively.

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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?

Our in-store guest mask policy will follow local health department and resort partner mandates.

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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If product is listed online does that mean it's available in stores?

If product is listed online it does not mean it's available in-store. Product availability varies from store to store as well as online.

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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, Montana 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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Do you price match?

Yes, if you find a lower advertised price on the same product, we'll match it. To qualify, please confirm all of the following requirements are met:

  • The item must be available for immediate purchase at the other retailer* at the time of the Price Match.
  • The item must be for the exact same item (brand, season, color, size, etc.).
  • Any additional costs for shipping from the other retailer will be considered in the price match decision.
  • Once the above criteria is met, please Contact Us and be sure to include a link to the item on the other retailer's website and we will be in touch with you to confirm the price match and proceed with your order. NOTE: Sturtevant's Demo Credits cannot be applied to a Price Match.

*Sturtevant's is unable to price match Amazon, eBay, other 3rd party marketplaces, non-US businesses or unauthorized retailers of the merchandise being purchased.

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Shipping & Returns


How do I make a return?

To return online orders, follow the steps below:

Have your order number (found in your order confirmation email) and email address ready, begin your return request here.

  1. Enter your order number and email address to find your order
  2. Select the item(s) you'd like to return
  3. Choose from 3 return methods:
    • Use a prepaid shipping label ($10 flat rate)
    • Bring it to our store
    • Use the carrier of your choice
  4. Follow the instructions for the return method of your choice

 

Returns Address

Sturtevant's Returns
17640 NE 65th Street
Redmond, WA 98052

 

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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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When will my order ship?

Sturtevant's makes every effort to ship out orders by the next business day after your order has been confirmed. Often, we are able to ship them out the same day (when ordered before 1pm MT). Orders placed on Friday, Saturday & Sunday will ship no later than Monday (assuming Monday is not a holiday). Transit time varies by the location of the delivery address, but you can generally expect locations further from Colorado to require longer transit times (for Standard Shipping).

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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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Does Sturtevan'ts ship internationally?

Unfortunately, we do not ship outside of the US at this time, other than Military APO/FPO addresses. However, Sturtevant's is affiliated and familiar with MyUS.com, the No. 1 international shipping service.

  • With MyUS.com, you will be assigned a U.S.-based address where your package will be processed for shipping straight to your home country. MyUS.com uses trusted delivery services like FedEx, UPS and DHL to ensure you receive your merchandise in the shortest amount of time.
  • We offer Free Economy Ground Shipping from Sturtevant's to MyUS.com. The cost associated with getting the goods from US to you are applied by MyUS.com based upon the weight and size of items you order.

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Does Sturtevant's ship to P.O. Boxes or Military APO/FPO addresses?

No, we do not ship to PO Boxes. The shipping address must be a physical address. We do ship to APO/FPO addresses.

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What if I'm not home when my order is delivered?

If no one is available to sign for the goods, the parcel will be delivered without a signature. We recommend sending to an address where someone can accept the package during business hours, that way you're sure to get the item as soon as possible!

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

The easiest way to make an exchange is to place a new order through our website, and return your new, unused item to us for a full refund. This ensures that you get your item more quickly and avoids the risk of it selling out.

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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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How long will it take to get my refund once I return something?

Returns are processed in the order they arrive at our fulfillment center, and can take up to 7 days for us to process once we receive your return. Refunds are processed back through the original form of payment. You will be notified via email at the address listed on your account when this transaction has taken place.

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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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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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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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Product


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

    Many of our products sold on Sturtevants.com come with a manufacturer's warranty. For additional information on the manufacturer's warranty for specific products, contact the manufacturer directly. In the event that the manufacturer requires a dealer to continue the process of a warranty, please ship your product to the address specified below with a brief description of the problem. Please be sure to enclose your online receipt to avoid any delays processing your claim. All warranties are to be mailed to the original purchase location. Mail your product to:
    • Sturtevants.com
    • Attn: Warranty
    • 11005 West 8th Ave, Suite 102
    • Lakewood, CO 80215

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I received a defective product. What do I do?

If you receive a damaged or defective item, please contact Customer Service within 30 days of delivery at 1.888.413.6966 or by email at info@sturtevants.com. Be prepared to give customer service the last name or order number from your original confirmation. Sturtevant's will make every reasonable effort to assist you with your return. Please note, if you do not contact customer service, you are responsible for all return shipping charges.

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Is your discount policy the same online as it is in store?

Online prices and selection may vary from our retail stores. Prices and offers are subject to change. Pricing is the same for the most part, but not guaranteed. Our department competes with other online retailers to get you the best deals. We recommend calling the store you are visiting for current prices and availability.

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Do you sell used gear online?

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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If I buy skis and bindings, will they come mounted?

We are unable to mount bindings before shipping. Installation by a certified technician with your ski boot present must be done professionally to ensure your bindings will function as designed and any warranties remain intact

If you purchase skis on www.sturtevant's.com, we will gladly mount them at 50% off our walk-in mounting price.

System skis come with their binding plates attached, but the toe and heel pieces will still need to be adjusted to your boot size and specifications by a certified mounting technician.

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If I order a snowboard, can I request a specific base color?

Many brands we carry randomize the base colors on their boards. We will do our best to ship the base color requested, but we cannot guarantee that we have exact color left in stock.

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Where can I find the most current information about pass sales?

Please visit the resort’s website for the most up-to-date information and general inquiries.

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If product is listed online does that mean it's available in stores?

If product is listed online it does not mean it's available in-store. Product availability varies from store to store as well as online.

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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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