Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. 
  • To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with complete original tags, and in its original packaging. You’ll also need the receipt or proof of purchase. 
  • To start a return, you must login to the automated return process located on your checkout receipt or it can be located at https://shopify.com/17108813/account. 
  • If your return is accepted, Return shipping may be handled one of two ways:
    • We can issue you a return label for your use.  Should you use the label, the cost for the label will be deducted from your refund.
    • You may also provide your own shipping label to return the item back Trail and Ski.  We do not provide refunds to customers that use their own label if the tracking number does not prove delivery back to the store.
    • If you encounter any issue with the return process, feel free to contact us at sales@trailandski.com.
  • Items sent back to us without first requesting a return will not be accepted. 
  • Items, such as shoes, returned in the box intended for sale, with the shipping labels affixed to the exterior of the item will not be accepted.  
  • You can always contact us for any return question at sales@trailandski.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we do no accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method.

Please remember it can take some time for your bank or credit card company to process and post the refund too.

Refunds or re-shipments due to Stolen Packages
Refunds or re-shipments due to stolen packages are time consuming to process.  Please be understanding of the time delays involved, and should you need a replacement immediately, due to an upcoming trip or event, order again or order elsewhere while we process your insurance claim. 
 

If tracking shows the package as delivered but it cannot be located, the customer must:

• Check the immediate delivery area (porch, mailbox, garage, side doors).
• Check with household members, neighbors, apartment offices, or building management.
• Wait up to 24 hours, as carriers occasionally mark packages delivered prematurely.
• Contact the shipping carrier directly to open a lost or stolen package investigation.

  • We are not responsible for theft or loss occurring after delivery confirmation.
  • Claims for stolen packages must be handled directly with the shipping carrier by you, the customer, if the value of the package is under $100.00 USD.
  • Claims for stolen packages, with a value over $100.00 USD, have coverage automatically added by Trail and Ski, through X-Cover Insurance up to the value of the package. 
    • All such claims will require customer documentation and proof of the open lost or stolen package investigation from the shipping carrier. 
    • Claims are processed within 1-5 business days after documentation is received of the Lost or Stolen Package Investigation paperwork is emailed to sales@trailandski.com 

Chargebacks & Disputes
As a small business we pride ourselves on our customer service.  Should we mess up your order, we will make it right. So please discuss any order issues with us first by calling 850-531-9001 or emailing at sales@trailandski.com