Support & FAQs

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

• Ski West (300 14th St NW)
  • Skis, ski boots, bindings, and much more.
  • Full tech shop services

• Ski West | Mountain Division (109-4950 McCall Way NE) - closed during summer months
  • Skis, snowboards, ski boots, snowboard boots, snowshoes, Thule cargo carriers, and much more
  • Full tech shop services

Click here to view our stores

Ski West 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 here our website.

- Peak Season - Orders are shipping within 1-3 days of purchase. Our order fulfillment team operates from Monday-Friday, 10AM-6PM (MST), excuding Holidays.

- Summer Season - Orders are usually shipped 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 Monday-Friday, 10AM-6PM (MST).

For more information, please visit view our Shipping Policy.

- 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.

- As of March 4, 2025, Ski West is no longer accepting returns or exchanges for orders shipped to the United States.

- When you place an order, you will receive an order confirmation and invoice to your inbox. The order status will be updated to Ready for Shipment, which means our 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.

-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.

- 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] to inquire!

- Our online store uses Stripe as our trusted payment provider, ensuring a secure and seamless checkout experience. We accept Visa, Mastercard, and American Express for your convenience.

Stripe uses 3D Secure authentication that provides an additional layer of authentication for credit card transactions. You may be directed to a verification page on your bank's site where you type in a password linked to the card or a code sent to your phone. You might recognize this method through the card networks' brand names, like "Visa Secure" and "Mastercard Identity Check".

- If you run into any payment issues when placing your order, we advise you to also 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.

- Orders must be picked up within 14 days of receiving the 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).

- 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. The package(s) may be delivered by the courier on separate occasions.

- 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 item(s) in your order, and issue a refund for the out-of-stock product(s).

- Once our team has finished preparing your order, you will receive a 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 Mountain Division / N.E.

- During the summer season, orders are prepared and available for pick up at Ski West / Kensington N.W.

Hours and locations can be found here.

- We offer free mounting services on all ski and binding orders. If you would like your bindings mounted to your skis before shipping or picking up, follow the link to our Google Form to fill out your mounting information:

https://forms.gle/F1CmttquG1VXZ8vc7

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

- For regular priced purchases made at any of our retail locations, you have 30 days from the date of purchase to return or exchange your item(s).

- Purchases 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 complete a return or exchange. Please login to your account to start the return or exchange process. If you do not yet have an account, you may register for one with the same email you used to place the original order.

- As of March 4, 2025, Ski West will NO LONGER be accepting returns or exchanges for United States orders.

- This only covers a portion of our policy. For additional information, please visit our Return Policy page. using the same email you used to place the order.

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

-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