Returns and Exchanges

Find details about Returns and Exchanges when something just doesn't work out.




  1. Generally, what should I know about returning an item?

    See below for the returns/exchanges details. You have 90 days to get an item you no longer want back to us for a refund. After the 90 days, you will be issued store credit.
    There are some important details below, so please check them out. Returns:
    Any unused item can be returned within 90 of receipt for ANY reason for a refund of purchase price. If the item is returned after 90 days you will receive store credit toward your next purchase on our website. You are responsible for the shipping charges and preventing the product from being destroyed in transit.
    Skis that have been mounted with bindings are eligible for return (of course, if they are still new,) but a ski with a binding drill-mounted can only be returned for Level Nine Sports store credit.
    All items come with full manufacturers warranties. We will happily deal with any warranty issues personally. Send us an email with a description and pictures if you need to submit an item for warranty: help@levelninesports.com
    We will always make sure you are happy with every purchase made from Level Nine Sports. Sorry, we cannot service products purchased from other vendors.
    We do not refund shipping or pay for return shipping for an item that you no longer want. If we have made a shipping mistake we will happily email you a return label to get you the correct item at no expense to you but for normal returns, the customer is responsible for the return shipping.



  2. What is your return/exchange policy?

    Fairly simple:
    1. Send us an email, click the live chat, or give us a call to let us know what you are intending to do. Or if you have an account on the website, log into your account and go to your previous order history, you can request a return/exchange RMA electronically through there.
    2. Write your order number on the box.
    3. Send it back. We'll credit your card when it arrives. For exchanges, find something else that you want to exchange for, send us an email or give us a call and we'll make the process painless for you!
    Information about products that don't quite work out:
    We have tried our best to provide accurate sizing information, color and item descriptions, but every once in a while, its just impossible to make every item work for every customer. Here's an example:
    A fella ordered a Level glove in size 9-L and found it a tad small, so he returned it and had us ship out a 9.5-XL. Yes you guessed it, he found that a tad large, so he returned those too. Since there is no 9.25 we could do nothing but scratch our heads (and admittedly chuckle a bit) and give him a refund. We of course prefer you not be so, oh how do we say, finicky. It is in the best interest of both parties if you get the info you need up-front to make the right purchase. But if you need to return an item you can.



  3. How do I return an item?

    Have your order number ready then email, 'Live Chat,' or call us. We'll make an RMA for your returned items, ask you to write the order number on the outside of the box and send the item back, whew that was easy.
    If you have a user account, you can skip the first step, go into 'My Account' and request RMAs for the items you would like to return. When we get your RMA request, we will respond via email with further instructions (usually those instructions are 'ok go ahead and send it back!').
    Follow return policy:
    1. Email/Call/Live Chat us with the order number, reason for return, and expected outcome (refund, account credit, exchange, etc.)
    1a. If you made the order on an existing account, you can log into your account and request an RMA electronically without ever contacting our customer service.
    2. We will email you within one business day with the go ahead on the return (this process is important, because many times we can fix the problem if there is one, without a return involved.)
    3. Make sure return information (most importantly, your order number) is included on the return box.
    4. Package item properly (as it came is always good) and make sure all parts are returned.

    If we made a mistake and are providing a return address label, attach email to package and deliver to UPS drop-off location.

    If you are responsible for the return, use the shipping method of your choice and address to:
    Level Nine Sports
    Return Order# (your order number)
    1199 w 2425 s
    Woods Cross, UT 84087



  4. Who pays for return shipping?

    Unless the return is a result of a mistake on our part, the customer is responsible for return shipping costs. Sometimes the return shipping can be costly, especially for Canucks, Aussies and Kiwis, so we suggest looking into finding someone locally that can take the item off your hands. US customers have the option of a $7 per box return label being emailed to you so save you hassle and money in returning your unwanted item (limit two pairs of boots or one pair of skis per box.) Just ask for it when you initiate your return.


  5. Can I return broken/damaged items?

    If the item is within the warranty period, send us an email, give us a call or live chat with us and let us know what's going on. We may be able to find a fix the problem, and save the hassle of shipping things back and forth. For items that are received damaged, let us know immediately so we can fix the problem.
    If you bought aluminum poles from us, fell on them and they are now bent, we don't cover that.
    All items we sell come with a manufacturers' warranty serviced by or through Level Nine Sports. However, sometimes you might get faster turnaround and lower shipping expenses if you contact a local dealer that carries the brand of the item to be warrantied. If your item broke from normal wear within the time frame warrantied for your particular item, it is eligible for repair or replacement. Before you send an item back for repair, please email us with your order number, the problem, and even a couple photos if possible. Sometimes we can fix the item without a costly exchange of products. You will be responsible for all of the shipping charges, which include shipping to our warehouse then to the manufacturer (if necessary) and the return.
    Keep in mind that when an item is warrantied, it is up to the discretion of the manufacturer if the problem is from normal wear and tear or neglect/misuse. They will decide if the product can be repaired, replaced with a used product of equal or less usage, or replaced with a new product. Sometimes you may be given a newer version of the same item or store credit if the broken item is no longer available. Sorry, warrantied items cannot be returned for a refund.



  6. What kind of refund will I receive for my return?

    Returns are issued in the same manner in which the order was paid. No exceptions! This means that if you paid with a VISA credit card ending in 1234, your refund will go to that same VISA ending in 1234.
    Returns are issued in the same manner in which the order was paid. Returns are awarded in the same manner in which they were received. Paypal will be credited to PayPal, credit card to credit card, etc. If you would like to apply the refund amount to in-store credit, the amount will be awarded to your personal Level Nine account. If your return is only eligible for store credit, it will be automatically credited to your account. This includes any product that is returned beyond the 90 day return period and mounted skis (plus or minus some time, we are pretty lenient if that stuff is still new).



  7. What is your warranty policy?

    Full manufacturers warranties apply. The standard for most things is one year from date of purchase, but each product is different. Please refer to the item's description to find out the warranty timeframe.
    All items we sell come with a manufacturers' warranty serviced by or through Level Nine Sports. However, sometimes you might get faster turnaround and lower shipping expenses if you contact a local dealer that carries the brand of the item to be warrantied. If your item broke from normal wear within the time frame warrantied for your particular item, it is eligible for repair or replacement. Before you send an item back for repair, please email us with your order number, the problem, and even a couple photos if possible. Sometimes we can fix the item without a costly exchange of products. You will be responsible for all of the shipping charges, which include shipping to our warehouse then to the manufacturer (if necessary) and the return.
    Keep in mind that when an item is warrantied, it is up to the discretion of the manufacturer if the problem is from normal wear and tear or neglect/misuse. They will decide if the product can be repaired, replaced with a used product of equal or less usage, or replaced with a new product. Sometimes you may be given a newer version of the same item or store credit if the broken item is no longer available. Sorry, warrantied items cannot be returned for a refund.



  8. Do I have to pay re-stocking fees?

    If the item(s) is returned unused with all original packaging, parts, and pieces, there is not a restock fee.
    There are no re-stocking fees at Level Nine Sports for most items returned complete and as sent, see below for exceptions. All items returned will be credited to your account or refunded. You must return your item with all original packaging in new condition. This means you cannot simply mail your boots back in the boot box. That manufacturer's boot box (i.e. the one that says Salomon or Head) must be placed in a cardboard shipping box so that the manufacturer's packaging is new. If you return an item without this packaging there may be a $10 fee applied. If missing parts such as wrenches or adjustment pieces are missing then there may be additional fees.
    We don't mind you returning unused gear that just doesn't fit your needs. But please understand that we need to resell the item that you return, so this policy helps ensure we can do this.



  9. What if I forgot to include documentation when returning merchandise?

    Eeeek, call, live chat or email us and we'll do our best to help sort everything out. This is usually a bad thing for obvious reasons. If we can't figure out who a package came from, then it will be set aside until you finally notice that you never received a refund on your credit card. The item will just hang out in our returns department until we get it figured out.


  10. Do you have return shipping labels?

    Sort-of.
    If you ordered something and you don't like the fit, or want to return for other reasons, your responsible for shipping costs. If we made a mistake or the product we shipped to you was damaged, we will send you a return label via email that you can print out and tape to the box.


  11. Can I return special sales items?

    Yes, all items are eligible for return no matter how much you paid. The return policy is the same for any item purchased at Level Nine Sports.
    However, if you had received freebie items as part of the promotion (i.e. free helmet with purchase of ski boots, or free bindings with purchase of skis), we need the freebie items to be returned along with the purchased item to refund fully.