Help Center FAQ
In an effort to keep our staff, customers, and community safe during this time, we have made the decision to temporarily close our retail stores starting on Wednesday March 18 at 6pm. We believe we should all do our part to help flatten the curve and urge other non-essential shops to do the same.
We are expecting to re-open March 30.
To customers with equipment at our shops: please come by between 11am-6pm today to pick-up. If you cannot arrive today, we will be able to arrange pick-up, please contact us. See below.
Please support us online.
We are a family-owned independent business. This is a very challenging time, and we hope that you will continue to support us by purchasing online.
We have waived our standard Canadian shipping fees.
We are giving 10% back in credit on all new online purchases until Apr 1.
Winter sale is still on - with 50% off almost everything.
The best way to support us is to buy a gift card before Mar 30 and if you redeem in April and May in store we will be adding an extra 20% to any gift cards!
Our online team continues to fulfill your orders in an extremely hygienic process. Need a new bike? Buy online and pick-up in store. We have a new and safe process for this.
Bike service is still available by appointment only.
We are still here to support you with all your skiing and cycling needs. If you have any questions or need help picking out your bike (or any other product) feel free to call or message us.
Sending our love and support out to you and your family and looking forward to reconnecting soon! Plus, get on your bike - it's great outside.
No appointment is necessary for service work or boot fitting however there may be some waiting time during busy hours. Basic services like tuning or waxing take up to 24 hours or can be done while you wait if the service department isn’t busy. If you’d like to know how long the wait time might be or want to make an appointment for bootfitting, please call your local store before you plan to visit.
We can finance between $500 and $10,000 through FinanceIT in store. You'll need to bring a blank cheque, photo ID, and your SIN to be processed. If you're interested and want more details you can call your local store and ask to speak to someone about financing.
The majority of our shipments are sent with UPS however we also ship with Canada Post for remote addresses and PO Boxes. Orders shipped to the US are always sent with UPS.
Certain items such as bikes are only available in store. Because of manufacturer warranty and safety issues we are unable to ship bikes to your home. Bikes are only purchasable in store.
Bindings are always shipped unmounted due to manufacturer warranty and safety issues; however if you purchase skis and bindings with us, you can bring them to one of our locations and we will mount them for you free of charge. Make sure you bring at least one of your ski boots with you.
On the back of your gift card you’ll find 13 numbers directly underneath a barcode. Starting with the number 2, type the first 12 digits into the box labeled “Gift card or discount code” at checkout. If the card registers correctly the value will be subtracted from your total.
Once your order has been shipped you’ll receive an automatic email from us with your tracking number. The tracking number will be updated as soon as it’s picked up by the courier and scanned into their system.
Once our shippers have packed and shipped your item you’ll receive an email from us with your tracking number. The tracking number will let you see the status of your order and let you know if there are any issues with your shipment. If the tracking information states that your item was delivered but you haven’t received it or there are any other problems, please contact our support team and we’ll do our best to resolve the issue.
Each product is subject to different warranty conditions depending on the manufacturer. If you’re experiencing an issue with a product please send an email to email@example.com with your order number and we’ll check with our warranty department to see if the item is covered. If you can, please provide pictures to help expedite the process. Be aware that products damaged through accidents and normal wear and tear are not covered. Read more about warranties here.
Skiis & Biikes charges a flat shipping rate of $24.50 CAD to any location in the US. Unfortunately we are unable to offer shipping to Alaska and Hawaii.
Discount codes and gift cards can be used at checkout by typing the code in the box labelled “Gift card or discount code” and clicking apply. If done correctly the total will immediately be adjusted in the calculations below. If you have issues using your gift card, please feel free to contact us.
Unfortunately final sale items cannot be exchanged or returned. Items purchased at 30% off or more are considered final sale.
We accept all major credit cards as well as Paypal and Apple Pay. Payments have to be made through the online channel and cannot be processed over the phone.
Because we haven't seen your feet, we can't guarantee the fit. Ski boots purchased through the Skiis & Biikes online store don’t qualify for our Boot Fit Guarantee. If your boots need adjusting, we’d be happy to help, but the service is not complimentary. If the boots are unworn (around the house is okay), and brought back to a Skiis & Biikes location within 30 days we can suggest another boot that will be covered under our Boot Fit Guarantee.
We can price match official Canadian retailers as long as they have the exact same product available in the size and colour that you’re interested in. If you find an item that qualifies please send an email to firstname.lastname@example.org with a screenshot and link to where you saw the item available and we’ll get back to you as soon as possible. Please note that due to our Boot Fit Guarantee we are unable to price match Ski Boots.
If you’re looking for a specific item that isn’t available online, we can special order the item if the manufacturer has the item in stock. Send us an email at email@example.com with the exact name of the product and the size and model you’re interested in and we’ll see what we can do for you. Special orders have to be paid for in advance and are final sale.
If you were unable to find what you were looking for, please don’t hesitate to contact us through one of our customer support channels and we’ll get back to you as soon as possible.
We strive to make the return process as quick and painless as possible and will process your request within 24 hours. Once the request has been approved you’ll receive a prepaid shipping label and instructions on how to ship the item safely back to us. After we receive and assess the item we’ll have your refund processed and the funds should appear in your account within 5 business days. Keep in mind we will deduct $14 from your refund to cover return shipping fees.
Returns for our customers from across the border are processed the same as our Canadian customers. Simply request a return at the following link and we’ll have it processed within 24 hours. Once your return has been approved you’ll receive a prepaid shipping label and instructions on how to have the item shipped safely back to us.
Sales taxes are calculated during checkout and are based on the province of your shipping address. Kids Essentials are exempt from provincial taxes and are charged 5% GST. Orders from the US are not subject to Canadian taxes but may be subject to import duties and custom processing fees. For more details we suggest contacting your local customs bureau before placing your order.
In-store pickup orders are generally ready within 2-3 business days. Once the order is ready for pickup we’ll contact you by phone or email to let you know.
Once your order has been transferred to the desired store and is ready for pick up we’ll contact you by phone or email to let you know.
If you no no longer want an item you ordered please contact our customer support team and we’ll do our best to have the order cancelled before it leaves our shipping facility. Unfortunately once the item has been packed and shipped we will be unable to cancel the order and you’ll have to request a return at the following link: [[LINK]]
If for any reason you’d like to make an adjustment to an order please contact our customer support team and we’ll do our best to accommodate your request.
All Skiis & Biikes products are listed and sold in Canadian dollar regardless of if you’re shopping from Canada or the US. If the purchase is made from the US you may be charged a currency exchange rate dictated by your bank.
All items purchased online can be returned to any of our physical locations as long as they qualify under our return policy. Items returned to our stores are exempt from our online store’s restocking fee of $14.
Bring us your used junior bikes, snowboard or ski equipment after your kids have outgrown them and Skiis & Biikes will offer you store credit based on their value. Get an in-store credit for half the purchase price of junior gear bought at Skiis & Biikes last season and get a quarter of the purchase price as an in-store credit after two years or more. Junior equipment purchased elsewhere can be brought in for a value assessment and store credit.
We accept junior sized: skis, ski boots, snowboards, snowboard boots, and bikes.
We accept junior sized: skis, ski boots, snowboards, snowboard boots, and bikes.
Junior equipment purchased online can be brought in and exchanged for store credit as part of our Kids Half Back Program. Exchanges cannot be facilitated by the online channel and can only be done at our physical locations. You can always return an online purchase and then purchase the product you think will fit better.
Certified racers are eligible for a 20% non-stacking discount on race gear and equipment. For more details please contact our customer service team.
Yes, Gift cards can be purchased here and used online or at any of our physical locations. If you don’t need the physical gift card and just want the code for online purchases please leave a note in the comments section of your shopping cart letting us know and we’ll have it sent to your provided email address.
The S&B Marketplace offers you the largest selection of the best products in even more sizes and colours. These products ship next day directly from our sellers.
At Skiis & Biikes we guarantee that you’re getting the best price available and will be happy to credit you for any price drop within 30 days of purchase. The same item (size and colour) must be in stock at the lesser price. Items purchased on final sale are not eligible for our great price guarantee.
If the ski boot is not worn or modified you can return it in 14 days for money back and 30 days for in store credit. Our ski boot guarantee allows you to buy with confidence. If our bootfitters recommend and fit a ski boot which is found to be uncomfortable out on the slopes, bring them in. The bootfitter will work to fix the performance and comfort issues through modification of the shell, liner or footbed. Getting the best fitting boot takes time and a couple sessions may be necessary. If the boot is still uncomfortable we will switch out the ski boot with another model for a better fit.
We run a 2 for 1 ski and snowboard tune promotion at the beginning of the season, typically in September and October. Make sure you are signed up for our email newsletters so not to miss out.
All orders are automatically subject to verification. When an order is flagged by our system for additional verification, we will put your order on hold and contact you for additional information.This ensures that all supplied information is correct, and serves to protect our customers and ourselves from online fraud.
We work hard to make sure our online store is secure and deserving of your trust. Our system will flag orders for cancellation if billing information does not match up with our verification process. Please call, email, or message our customer service team if your order has been cancelled.
Additionally, since we have both physical stores and online channels and our inventory flows through both, a product can sell out in the stores while you have it in your online cart, before checking out. We are working on reducing instances of this but unfortunately it does happen.
We tune all skis and snowboards on robotic tuning machines to ensure the best possible result. We do finish race tunes by hand.
If we are not too busy you can get a ski tuned while you wait.
We are dedicated to maintaining 24hr turn-around for ski and bike tunes. However, due to the complexity of tune, excess volume, parts needed and extra repair; such as epoxy, the tune turn-around could extend past 24hrs.
This depends on you needs, your feet and your body mechanics. A beginner bootfit with good alignment, a trim-to-fit footbed and common foot dimensions will take about 30min. A custom, complex, racer or uncommon foot shape bootfit can take about 2 hours.
Yes. To make a bootfit appointment call your local store and speak to one of our bootfitters to go-over needs and their availability. Bootfit appointments are only available on weekdays.
Monday to Wednesday, September 15 to November 15 are the best days and times of the year to come in for a bootfit. We are typically less busy at these times and we have all the stock for the best choice.
Online: On the back of your gift card you’ll find 13 numbers directly underneath a barcode. Starting with the number 2, type the first 12 digits into the box labeled “Gift card or discount code” at checkout. If the card registers correctly the value will be subtracted from your total.
Some discount codes only work with select categories. Racer discounts will only work on race related product. Most discount codes have a time limit or limited to one per customer. If a discount code is not working.
If you live in the Greater Toronto Area deliveries can take about 2 days. If you live outside of Ontario deliveries take usually 5 business days. Check out our shipping page for more information.