Frequently Asked Questions
Have a question that you think we might've been asked before? Take a look at some of our frequently asked questions to find a quick answer to whatever it is you're wondering. If we don't address it here, feel free to email us at [email protected] or give us a call at (877) 812-6710.
1. HOW DO I FIND MY BOOT SOLE LENGTH?
The boot sole length is the most precise measurement of your boot, and we use it to mount the bindings on your skis exactly where they need to be. This number can be found on the outside or inside edge of the heel. It is small and engraved into the boot and is three digits roughly in the about the 250 to 350 range and will have mm after it for millimeters. Please note you will still have to take them to a certified technician at a local ski shop before your first run. They will need to set the forward pressure, DIN, toe height, and test the bindings with your boot to ensure safety.
2. HOW LONG WILL SHIPPING TAKE?
Shipping times very greatly depending on where you live and which shipping method you choose. For more information about shipping, check out our Shipping Information page!
3. ARE MY SKIS READY TO SKI OUT OF THE BOX?
No, you will still have to take them to a certified technician at a local ski shop before your first run. They will need to set the forward pressure, DIN, toe height, and test the bindings with your boot to ensure safety.
4. DO I NEED TO TUNE MY SKIS BEFORE USING THEM?
All skis come with a factory tune that is perfectly fine to ski out of the box. Some prefer to get a tune to apply the best wax for the conditions, but it’s not necessary.
5. WHY ARE THE POLES IN THE PACKAGE DIFFERENT THAN THE PRODUCT PHOTO?
Included in our packages is a pair of ski poles. The exact pair we select is based on the inventory we have available in your size. We'll do our best to color coordinate your poles with the rest of your package. No matter which pole we choose though, you can expect a high quality, lightweight aluminum ski pole that will work flawlessly with the rest of your package!
6. HOW CAN I TRACK MY SHIPMENT?
Once your order ships, you will receive an email with tracking information to follow for delivery. You can also find your tracking information by logging into your SkiEssentials.com account.
7. WHY DID I NOT GET AN ORDER CONFIRMATION?
Sometimes our order confirmation emails end up in the Promotions or Junk folders of your email provider, please check in those folders for your order confirmation.
8. DO YOU PRICE MATCH?
Yes, we do price match but it must be the same exact item, including specific size. SkiEssentials reserves the right to not match all prices based on item and/or sales circumstances. If you want us to price match, please email us at [email protected]om with a link to the product in question and we will confirm how to proceed with the purchase. Please note: We are unable to price match from international retailers due to import/customs fees and international shipping charges.
9. WHAT SKI SHOULD I BUY?
SkiEssentials.com reviews many of the skis that we sell. Check out our reviews on Chairlift Chat Ski Reviews here.
10. HOW DO I KNOW MY BOOT SIZE?
Alpine and Nordic boot size chart can be found on our sizing chart page here.
11. HOW CAN I CHECK MY ORDER STATUS?
If you have an account, you can log in and see your order status. Once your order ships you will receive an email with tracking information. If you create an account after your order is placed, the order will not be visible on your account, but your loyalty points will sync for future purchases.
12. HOW CAN I REDEEM MY LOYALTY POINTS?
To redeem your loyalty points, please email us at [email protected] with your account number. If you do not know your account number that’s ok, we can look it up by your email address. We will reply to your email with your code that can be used in the coupon code box at checkout.
13. CAN I CHANGE MY SHIPPING ADDRESS?
In order to change your shipping address we will have to reprocess your order through our system. For PayPal orders, we are unable to change the shipping address and must ship to the address in PayPal.
14. WHY DO I NOT SEE A CHARGE ON MY CREDIT CARD AFTER I COMPLETE MY ORDER?
We do not charge your card until we complete the order, meaning once it ships. You will see a pending payment on your card until then.
15. CAN I RETURN MY MOUNTED SKIS?
For returned new drill-mounted skis, there is a 25% restocking fee. For more return information, visit our return page here.
16. HOW DO I RETURN MY ORDER?
Please visit our return page for all return questions here.
17. DO YOU PROVIDE RETURN LABELS?
We do not provide free return labels, but if you would like to request a label we can send one. The price of the label will be deducted from your refund.
18. HOW DO I SIGN UP FOR THE LOYALTY PROGRAM?
Please visit our Loyalty Program Page for more information regarding our program by clicking here.
19. HOW DO I LEAVE A NOTE ON MY ORDER?
In the cart view, before you “Proceed to Checkout,” there is a dark grey button above the shipping estimate, titled “ADD A NOTE.” You can leave us a note, or special instructions for your order.
20. HOW QUICKLY WILL I GET MY ORDER?
We do our best to get orders shipped as quickly as possible, but during high volume time there may be a few days of delay. If you need your order quicker, we recommend upgrading to expedited shipping so that your order is processed quicker.
21. HOW TO I CHOOSE WHAT SIZE SKI TO GET?
Ski sizing is a personal choice, but we can help guide you. For your reference, we have a chart here.
22. HOW DO I KNOW WHAT SIZE CROSS COUNTRY SKI IS RIGHT FOR ME?
Nordic ski size is mainly based on weight. Most of our product pages include sizing charts for the specific ski in questions. If you need still need guidance, please reach out to us via email at [email protected].
23. CAN I PICK UP MY ORDER AT PINNACLE SKI & SPORTS IN STOWE, VT?
Yes, there is a customer pick option at check out for Pinnacle Ski & Sports. Once you place your order, it will be ready for pick up after 48 hours. If there is a delay, we will contact you.
24. CAN I USE A SKIESSENTIALS.COM GIFT CARD AT YOUR RETAIL STORES?
Yes, your gift cards from SkiEssentials.com can be used at any of our retail locations.
25. CAN I PICK UP MY ORDER AT BASIN SKI IN KILLINGTON, VT?
Yes! If you want to pick up at our Killington location please ADD A NOTE in the cart to let us know you want to pick up at Basin . Please note, it will take a few days to get product to the Basin store so we will confirm a pick up time with you directly.
26. IF I PLACE AN ORDER AND THEN A SALE STARTS AFTER, AM I ELIGIBLE TO GET THE SALE PRICE?
Any Sale or price drop that starts while your order is still in processing will be eligible for the current discounted pricing. If your order has completed and already shipped, discounts cannot be applied retroactively.
27. HOW CAN I TAKE ADVANTAGE OF YOUR FREE MOUNTING OFFER?
We offer FREE mounting if you provide your actual Boot Sole Length in mm in the “sole length” box below selecting length of ski. If the box is left blank, the skis and bindings will be sent separately and unmounted. We cannot guarantee mounting if your Boot Sole Length ("BSL") is provided after the original order is placed. If you need to find your BSL, but would still like to submit your order, please enter "I will provide" in the Sole Length box and we will hold your order for mounting. Please note: We are unable to mount Look Pivot and Full Tech bindings because the actual boot is required due to the extremely small amount of adjustment in the heel. Please remember, you will still have to take them to a certified technician at a local ski shop before your first run. They will need to set the forward pressure, DIN, toe height, and test the bindings with your boot to ensure safety.