Sun & Ski Help Center
Customer Support Updates
Customer phone support is available again with adjusted hours. Monday - Thursday: 8:30 AM - 6:30 PM, Friday: 8:30 AM - 6:00 PM and Saturday - Sunday: 9:00 AM - 6:00 PM
Customer Support is still available through Email and Live Chat. You may experience longer response times. We apologize for any inconvenience this may cause and appreciate your patience. This message will be updated as the situation changes.
Thank you for your patience as we work through these changes due to the COVID-19 situation.
Need help on how to return an item or what store location is closest to you? This section will help answer most of your questions. Check out the FAQ below and the navigation to the left for additional information from Shipping to our Low Price Guarantee. If you can't find what you're looking for or need additional assistance, just emails us, chat online or give us a call at 866-786-3869.
Frequently Asked Questions
Returns & Exchanges
- I want to return my purchase. What do I need to do?
- You have 30 days to return your item(s) for a full refund. All items must be returned in NEW and UNUSED condition, in original manufacturer boxes and packaging. Send your item(s) with a copy of your original Packing Slip or the completed Return Form to ensure full item credit. See the returns page for more information. For returns after 30 days, Please see our Preformance Guarantee page.
- How do I make an exchange for a different size?
- First place a new order on our website for the desired item. Then send back your original order as a return. When your return arrives, we will issue a full refund, minus any shipping charges, to your credit card.
- How long does it take for me to get a refund?
- You may expect a refund in the same form of payment used for purchase within 7 business days of our receiving your returned order. Once we've received your return and processed it, it could take anywhere from 1 - 10 days before it shows on your account, depending on your bank.
- Is there a restocking fee?
- Any returned products with obvious wear to the product, packaging, or missing tags are subject to a restocking fee. All return shipping charges must be prepaid. We do not accept COD deliveries. Refused packages may be subject to handling fees up to 15%.
- Do you price match other sites?
- If you see a lower advertised price for an identical, in stock item on another website, we'll gladly meet the lower price. Verification of availability and price at the time of purchase is required. We cannot match coupons, shipping rates, or phone quotes. Please see our Low Price Guarantee page for more details.
- Do you do backorders?
- We do not offer back orders. If an item is not in stock at the time of processing and we are unable to locate stock elsewhere, you will not be charged for the item.
- My email address has changed. How do I update it?
- Go to your My Account page and click the "Change e-mail address or password" link. Under the Personal Information link, enter your new email address and click Continue.
- How do I unsubscribe from your mailing list?
- You can unsubscribe from any email sent to you from Sun & Ski by clicking the unsubscribe link at the bottom of every email. If that's not an option, please send an email to firstname.lastname@example.org with UNSUBSCRIBE in the subject.
- How do I write a product review?
- Simply click on the Write a Review link located on every product page, just below the product image. Fill out the information on the product review page and click Submit.
- How do I use PayPal as my payment method?
- On the checkout page, under Payment Information (Step 4), select PayPal from the dropdown menu and click the Place Order button. This will take you to the PayPal checkout page to complete your purchase.
- What if I change my mind about using PayPal?
- Please call us as soon as possible after placing your order and we can change your payment method to a credit card. Any order using the Paypal payment method will be canceled if no funds are transferred to us the same day.
- What do I do if I have questions about my PayPal account?
- If you have a question about your PayPal account, please contact PayPal customer service. We are unable to answer questions about your PayPal account.
- Are there any shipping restrictions when using PayPal?
- When you pay with PayPal, your shipping address must match and be verified to the shipping address on your PayPal account. Please do not use PayPal with Ship-to-Store shipments.
- Are there any return restrictions when using PayPal?
- All returns for orders paid for with PayPal must be shipped back to our warehouse for processing. Stores cannot refund your PayPal purchase.
International Shipping & Payment
- Do you ship to my country (Austrailia, Japan, etc)?
- Some products we carry can be shipped to third-party US based addresses that can facilitate getting product shipped internationally. Some manufacturers restrict the sale of their products from being shipped anywhere outside of the US. For recommended options and product restrictions please visit our International Shipping information page.