Refund policy

Bring back new, unused gear within 90 days for a full refund. That's our promise as a family-owned shop serving Stoneham and Greater Boston since 1974. Defective products are always covered, no matter what else this policy says.

A few items can't be returned once they're mounted, heat-molded or customized for you, because we can't resell them. Please read Final sale items before buying skis, bindings, boots or footbeds. Our junior lease, Lease to Buy and Trade-In programs have their own terms, covered below.

This policy applies to purchases made in our Stoneham shop and at skiandsportshack.com.

Returns and exchanges

You have 90 days from purchase (in store) or delivery (online) to return new, unused merchandise for a full refund to your original payment method.

Condition

To qualify, items must be:

New and unused. Trying gear on indoors is fine.
In original packaging, with tags attached and all parts, straps and manuals included.
Skis and snowboards: never mounted, drilled or used on snow.
Bindings: never mounted or drilled.
Boots: worn indoors only, with no scuffs on the soles, and never heat-molded, punched or ground.
Returned with a receipt, order number or other proof of purchase.

We inspect every return. If an item shows use or is missing parts, we may decline it or offer partial store credit.

Final sale items

These can't be returned or exchanged unless they're defective:

Skis, bindings and snowboards that have been mounted, drilled or adjusted to your boots.
Boots that have been heat-molded, punched, ground or otherwise custom-fit by our technicians. See the Boot Fit Guarantee below.
Footbeds fitted or molded to your feet.
Used, demo and ex-rental equipment.
Goggles, helmets and face masks once worn outside the shop or once the protective film is removed.
Clearance items marked Final Sale on the tag, sign or product page.
Tuning, waxing, mounting and boot-fitting labor.
Gift cards.

Return shipping

Returns of $250 or more: free prepaid FedEx label on request.
Returns under $250: you pay return shipping. Use a tracked service.
Wrong, damaged or defective items: always free.
In-store returns at 286 Main Street are always free, including for online orders.

We don't charge restocking fees. Original shipping charges aren't refunded unless the return is our mistake.

Exchanges

In the shop, we'll swap any eligible item on the spot. For online orders, the fastest way is to return the item and place a new order so your size doesn't sell out. If the new item costs more, you pay the difference; if it costs less, we refund the difference.

Boot Fit Guarantee

If boots bought and fitted by us aren't comfortable, bring them back within 90 days. We'll make fit adjustments at no charge. If we still can't get them right, we'll exchange them for another model and credit the full boot price toward it. This guarantee replaces a refund on boots we've custom-fit.

Gifts and returns without a receipt

Gifts returned with a gift receipt get store credit or an exchange. If you don't have a receipt, we'll look up the purchase by name, phone, email or order number. If we can't find it, a manager may offer store credit at the current selling price with photo ID.

Refunds

Approved refunds go back to your original payment method within 10 business days of our receiving the return.

We inspect returns within 3 business days and email you the result.
Your bank may take another 3 to 10 business days to post the refund.
Cash purchases up to $100 are refunded in cash. Larger cash purchases are refunded by check within 5 business days.
If the original card is closed, we'll issue store credit or a check.

Store credit and gift cards

Store credit is valid for at least 7 years from the date issued, with no fees.
Gift cards are valid for at least 7 years, show their issue and expiration dates, and carry no dormancy or service fees.
Once 90% or more of a gift card's value has been used, you can take the remaining balance in cash.
Junior Trade-In and Lease to Buy credits follow the terms of those programs, below.

Defective items and warranties

If anything you buy from us is defective, we'll repair it, replace it or refund it, your choice, at any time. This applies even after 90 days and even to final sale, used and demo gear.

To report a defect, bring the item to the shop or email skiandsportshack@gmail.com with your order number, a description and photos.

Manufacturer warranties

Most skis, boards, bindings, boots and outerwear carry a manufacturer's warranty. We'll help you file the claim with the brand.

The brand decides whether to repair, replace or credit the item. Claims usually take 2 to 6 weeks.
Warranties generally don't cover normal wear, impact damage such as core shots or edge cracks, rust from storage, or damage from repairs done elsewhere.
For safety, binding release (DIN) settings should be set by a certified technician. Our shop techs can check them for you.

Rentals, leases and gear programs

Rentals and leases aren't covered by the 90-day return window; they follow the terms below and your signed rental agreement.

Daily and weekend rentals

Pick up after 1:00 PM the day before your rental starts, and return by 5:00 PM the day after it ends.
A valid driver's license is required. Renters under 18 need a parent or guardian to sign the rental form.
If something doesn't feel right on the hill, we'll swap your equipment the same day at no charge.
Late returns are charged the extra-day rate for each day late.

Breakage insurance

Breakage insurance is required on all rentals: $1 per day for standard gear and $2 per day for demo gear, or the seasonal rate on your agreement. It covers accidental damage during normal use. It doesn't cover lost or stolen equipment. Insurance is included in the price we quote you.

Demo equipment

Demo skis and snowboards require a $650 refundable deposit. It's returned when the gear comes back on time and in good condition.

Seasonal rentals and the Junior Seasonal Lease

Seasonal rentals are paid in full when you reserve and require a refundable security deposit plus breakage insurance.
All seasonal gear is due back by April 15.
Late returns are charged $15 per day for up to 15 days. After that, the full security deposit is forfeited.
Deposits are refunded within 7 business days of an on-time return in good condition. They're forfeited for lost, stolen or unreturned equipment.
Junior lease: if your child outgrows the gear mid-season, we'll swap it for the right size at no charge. Demo swaps depend on availability.
Cancelling before pickup: full refund of the rental fee. After pickup, seasonal fees are non-refundable.
Seasonal rentals never renew automatically.

Lease to Buy

You lease new equipment for 60% of the package's purchase price.
To buy it, come in by February 26. We credit 100% of your lease payment toward the purchase, and you pay the balance plus tax.
If you don't buy, keep using the gear for the rest of the season and return it by April 15. The seasonal late-return terms apply.
Lease credit applies only to the equipment you leased.

Junior Trade-In

Covers gear bought new from us for skiers and riders 16 and under.
When your child outgrows it, trade it in for credit toward the next size up: 50% of the price paid in year one, 30% in year two, 20% in year three.
We confirm the credit in the shop when you bring the gear in. Credit is applied to the next-size purchase and has no cash value.

How to start a return

In the shop: bring the item, its packaging and tags, and your receipt or order number to 286 Main Street, Stoneham, inside City Cycle. No appointment needed.

By mail:

Email skiandsportshack@gmail.com with your order number, the items and the reason for the return.
We'll reply with a return authorization number and, for returns of $250 or more, a prepaid label.
Pack items securely, ideally in the original shipping carton. Skis and snowboards must go in a ski or board box. Don't write on or tape the product's own box.
Write your return authorization number on the package and ship within 14 days. Keep your tracking number.

Contact us

Ski & Sport Shack, 286 Main Street, Stoneham, MA 02180 (inside City Cycle)

Phone: (781) 279-1990 · Email: skiandsportshack@gmail.com

This policy is posted at our register and on our website, and staff can't change it verbally. Any exception will be given to you in writing. Nothing in this policy limits your rights under Massachusetts or federal law, including your rights for defective merchandise.