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Create an accountShipping & Refund Policies
Thank you for your interest in how we ship our gear!
Let's face it - outdoor gear can come in all different shapes and sizes, so let's get down to the nitty gritty of our shop shipping policy.
DELIVERY TIME
Since we are a brick & mortar shop, processing time on orders vary, however, most of our packages will be delivered within 7-10 business days upon purchase of an item from the web store.
If you are seeking a quicker turnaround time of an order, please call our store and we will do our best to accommodate your request.
We ship all our packages via UPS Ground or the U.S. Postal Service with shipping insurance. Adult signatures will be required upon delivery.
We do not ship to third party shipping carriers.
WHERE
At this time, we only ship within the 48 contiguous United States.
For our countrymen in Hawaii and Alaska, we are able to offer USPS ground shipping which can take longer - up to 2-4 week shipping time. If you are on a time crunch, please contact the store to discuss expedited shipping options.
For our neighbors to the North in Canada, please call our store for shipping quotes.
If you are in the Tahoe area, you can skip the shipping costs, and come pick up your items in our Truckee store for free!
RATES
We offer free shipping for most soft good purchases over $50. Shipping rates vary for odd shaped adventure gear and are listed below.
Please note that while we tried our best, this list may not include other large and awkwardly shaped items that may need additional packaging. You may call us at anytime for additional questions or a shipping quote.
RETURNS & REFUNDS
BIKES
All bikes are final sale.
Having trouble deciding which is the right bike for you? Wondering what kind of rider you are or how much suspension travel you need? Are you in between sizes and can't decide which frame will fit you best? Give us a call and we're happy to answer all your questions and steer you in the direction of the bike that suits your style.
Would you like our professional bike mechanics to build your bike and setup the suspension for you personally? Or would you like the bike in a box unbuilt for your own challenge to build? We recommend having us do it, but we can accommodate either. We always call to speak before shipping any E-commerce bike sale. We want to make sure you know what you are buying, and it is a good fit for you. At that time, we can discuss these two options. Building a bike properly and re-boxing to protect it is a big job. We have been doing it for 30 years!
We charge $100 for kid's bikes, $200 for our adult bikes, and $300 for Yeti and Pivot bikes. This may seem like a lot, but it literally takes an entire day for our top techs to build a Yeti or Pivot. Yeti and Pivot ship us the frames separately from every component. We examine each part and install it knowing it has been done right, threads are in good condition and important Torque specs are respected. Our Bike build charges do not result in any profit on our end. If you see a bike for sale online with low build costs or no build costs, you might be getting a rushed process and regret it. Furthermore, our service department will notice potential manufacturer defects or warranty issues that you might miss.
SKI BOOTS
7 Day Refund policy for all ski boots.
Have questions about fitment and sizing? Not sure which boot is the right one for you? Give us a call, we're happy to help.
Ski boots should fit snug in the heel to avoid blisters and maintain good control while descending. You really need to compare many boots simultaneously to accomplish this. One technique we strongly recommend, is to trade liners around to decide what discomfort or crowding was actually caused by. Furthermore, we also recommend coming in and seeing one of our boot fitters for a boot fitting sesson. We can stretch liners in toe length, swap footbeds, and re-shape plastic contours in ski boots. We don't charge labor fees to modify new ski boots that you purchase in our store.
General Refunds
For online purchases that customers wish to return, refunds will be applied to the card from which the online order was purchased pending the condition of the item(s) when we receive them, with a 15% restocking fee. Furthermore, the customer will be responsible for any shipping costs associated with the return of an online purchase. Returns must be initiated within 7 days of purchase. Additional charges may be incurred if product is returned used or damaged.
There are NO refunds on safety equipment, rock climbing gear, books, maps and used equipment.
Availability
We are working hard to update our website regularly. However, if there is an item out of stock or not on our website, please feel free to call us to check availability of the product you are seeking. Also do not hesitate to call us with any questions regarding our shipping policy, the products we sell or even if you just need friendly advice on bikes, skis, climbing or anything about the Tahoe area!
We also love to talk about local bike trails. Really, please ask us!
Give us a call at (530) 582-0909. We are open daily from 8 AM-6 PM PST.