Shipping policy

Shipping, Delivery & Stolen Package Policy (Anti-Fraud Policy)

Order Processing
All orders are processed within 1–3 business days after payment confirmation. Orders are not processed or shipped on weekends or holidays. Once an order ships, customers will receive a shipping confirmation email containing tracking information.

We do not guarantee delivery times, regardless of what Shopify AI says about usual shipping/delivery timeframes.  

Address Accuracy
Customers are responsible for providing a complete and accurate shipping address at checkout. We are not responsible for orders shipped to incorrectly entered addresses. If an order is delivered to the address provided at checkout, it is considered successfully delivered.

Carrier & Tracking
All orders are shipped ground through verified carriers such as USPS, UPS, or FedEx (whichever is the cheapest) and includes tracking.

We do not offer free shipping! 

Tracking numbers are automatically sent to the customer once the order ships. It is the customer’s responsibility to monitor tracking and ensure someone is available to receive the package if necessary.

Please allow 48 hours for the tracking information to become available. If you haven’t received your tracking number within 2 days of receiving your shipping confirmation email, please contact us at sales@trailandski.com with your name and order number, and we will look into it for you.

Delivery Confirmation
Once the shipping carrier marks an order as Delivered, the order is considered fulfilled. At that point, responsibility for the package transfers to the customer. We do not issue refunds or replacements for packages confirmed delivered by the carrier.

Stolen or Missing Packages
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, are automatically insured by X-Cover up to the value of the package, paid for by Trail and Ski.
    • 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. Documentation paperwork should be emailed to sales@trailandski.com with your order number in the subject line

Fraud Prevention
To prevent fraudulent claims:

• Orders may require signature confirmation.
• Orders may be held or canceled if flagged by our fraud detection systems.
• Orders may be shipped to the billing card address instead of entered shipping address and we reserve the right to deny refunds, replacements, or future orders for customers who repeatedly report missing packages.

High-Risk Addresses
Addresses with repeated delivery disputes, chargebacks, or lost package claims may be restricted from placing future orders or may require signature delivery.

Chargebacks & Disputes
We strongly encourage customers to contact us first so we can assist with carrier investigations.

Initiating a chargeback for an order confirmed delivered will result in automatically changing our customer service to state we are in a chargeback dispute and will further be discussing the case/order with Chargeback Support team. 

Customer Support
Delivery issues must be reported to our support team at sales@trailandski.com within 5 days of the delivery date. Requests submitted after this period may not be eligible for investigation.

By placing an order on our website, you agree to the terms outlined in this Shipping & Delivery Policy.

In-store pickup

You can skip the shipping fees with free local pickup at:

Trail and Ski 
2743 Capital Circle NE, Unit 103
Tallahassee FL 32308

After placing your order and selecting local pickup at checkout, your order will be prepared and ready for pick up within 1 to 2 business days. We will send you an email when your order is ready along with instructions. 

Our in-store pickup hours are 10 a.m. to 6 p.m. Monday through Saturday, and 12 p.m. to 5 p.m. on Sunday. Please have your order confirmation email with you when you come.