Support & FAQs

(403) 270-3800
1 (888) 828-0857
Ski West

300 14th Street N.W.

T2N 1Z7

Calgary, Alberta

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Frequently asked questions

Retail Locations
How many Ski West locations are there?

We have two store locations in Calgary, AB. Each location carries something a little different than the rest.

  • Ski West (300 14th St NW)
    • Skis, ski boots, bindings, and much more; has a service shop.
  • Ski West | Mountain Division (109-4950 McCall Way NE) - closed during summer months
    • Skis, snowboards, ski boots, snowboard boots, snowshoes, cargo carriers, and much more; has a service shop.

Click here to view our stores. Give us a call at (403) 270-3800 to inquire about what else each store offers.

What are your in-store hours of operation?

Our hours of operation vary between stores and the time of year. We keep Google, our socials and our website updated with our hours of operation. You may view them all on our website here.

Online Orders & Shipping
What are our order processing times?

- Aug 15 - May 15, we ship packages within 1-3 days of purchase. Our ecommerce fulfillment team operates from Monday-Friday, 10AM-6PM (MST).

- May 15 - Aug 15, we ship packages on Tuesdays and Thursdays. Additional shipping days may be added during higher volume times, and special requests are welcome.

- Our ecommerce fulfillment team is available from Tuesday-Friday, 10AM-4PM (MST).

- Orders are not shipped on weekends or holidays. For more information, please visit our Shipping Policy page.

I am ordering from outside Canada, do I have to pay duties?

- Yes, as per our Shipping Policy, the customer is responsible for any border customs duties, tariffs, taxes, or additional shipping costs once it has left our warehouse.


When will I get my tracking number?

- When you place an order, you will receive an order confirmation and invoice to your email inbox. The order status will be updated to "Ready for Shipment", which means our ecommerce team is working on fulfilling your order.

- Once the order has been packed and prepared for courier pick up, you will receive another automated email to your inbox with the courier information and tracking number.

Why is my tracking number not being updated?

-We use a variety of couriers (UPS, FedEx, Canada Post, Purolator, etc.) to offer the best variable rates and shipping times. The couriers oversee the updates on your package. Our customer service team does not have more information than what you see on the courier tracking page.

- If you are concerned with any delays, we can open a service ticket with the courier to have it investigated. Any delays are out of our control. However, we are happy to help to the best of our ability. Please send an email with your order number in the subject line to [email protected] if you require assistance with tracking your package.

The product I want shows as "not available". Do you still have it?

- In many cases, no. However, as much as we'd like our inventory to be absolutely perfect, we do sometimes still have the product you are looking for. The best course of action is to give us a call at (403) 270-3800 or email us at [email protected] and ask!

Why is my payment method for my order being declined?

- If you run into any payment issues when placing your order, we advise you to double or triple-check that your billing information is correct. We often see hiccups with the billing address not matching the card.

- If you are still having issues, please feel free to call us at (403) 270-3800. You may also send an email to [email protected] for support.

I place an order for pick up, how long do I have to get it?

- Orders must be picked up within 14 days of receiving the "Order Ready for Pick Up" email notification. If your order is not picked up within this timeframe, the order will be cancelled and you will receive a full refund (unless otherwise communicated).

Why did I not receive everything in my order?

- In some cases, we cannot fit everything you ordered into one box. As a result, we may ship your order in multiple parcels. For example, if you purchase skis and bindings and do not get them mounted, we often have to ship the bindings in a separate parcel as they will not fit inside the ski box.

- Despite our best efforts, we may have not had part of your order in stock. In all instances, we will email you with this information before proceeding with shipment. If we do not hear from you within 48 hours of reaching out, we will proceed with the shipment of the remaining items in your order, and provide and refund for the out-of-stock product(s).

When can I pick up my order?

- Once our staff have prepared your order, you will receive a "Your Order is Ready for Pick Up" email. Please take the time to read the details of the pick up email that was sent to you. Our hours of operation and pick up locations differ from the winter to the summer season.

- During the winter season, orders are prepared and available for pick up at our Mountain Division location

- During the summer season, orders are prepared and available for pick up at our 14th Street location

Hours and locations can be found here.

Binding Installs
Do you mount before shipping?

- We offer free mounting services on all ski and binding orders. If you would like your bindings mounted before shipping or picking up, please send an email to [email protected] with your order number in the subject line, and the following information:

  1. Order Number
  2. Skier Name
  3. Skier Weight
  4. Skier Height
  5. Skier Age
  6. Skier Ability (beginner, intermediate, advanced, or expert)
  7. Boot Sole Length (found in mm, on side of boot shell heel)

Please allow for an extra 2-3 shipping days for us to complete the installation. 

Returns & Warranties
What is the return policy?

-For regular priced purchases made at any of our retail locations, you have 30 days to return or exchange. 

-Purchase made online adhere to the same policy as in-store purchases. You have 30 days from the time your package lands at your doorstep to make a return or exchange. Please login to your account to start a return or exchange. If you do not yet have an account, you may register for one here

-This FAQ only covers a portion of our policy. For additional information, please visit our Return Policy page.

Can I return an online purchase to a retail location?

Yes, you may! Please have your order number ready for any online purchases you'd like to return in-store. 

I believe I have a warranty issue, how do I proceed?

-If you feel like the product you purchased in-store may have a warranty issue, please physically bring it to one of our retail locations for inspection. Please be prepared to provide proof of purchase.

-If you feel like the product you purchased online may have a warranty issue, please take as many clear photos as you can of the defects and email them to [email protected]Please also include your order number in the subject line, and a detailed description of the issue(s).

-For more warranty information, please give us a call at (403) 270-3800 

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