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FAQs

 

Last Updated: December 2025

We’re here to make your shopping experience as smooth as fresh powder. Below are answers to our most frequently asked questions.

1. Can I cancel or modify my order?

You may cancel or modify your order within 24 hours of placing it by emailing us support@snowoutfit.com.

Please note:

  • If an order is canceled due to customer reasons (such as ordering the wrong item, changing your mind, or providing incorrect information), a cancellation fee may apply to cover non-refundable payment processing fees.

  • After 24 hours, or once your order has shipped, we are unable to cancel or modify the order. If you no longer wish to keep the item, you may request a return after delivery in accordance with our Return Policy.

2. How long does it take to process an order?

Orders are typically processed within 24–48 hours, with most orders shipping within 24 hours. During peak seasons (such as holidays or major sales), processing times may be slightly longer.

3. Can I make changes to my order after placing it?

Yes — size, color, or address changes can be made within 24 hours of placing the order. After this window, or once the order has begun processing or shipped, changes are no longer possible.

4. How long does delivery take?

Estimated delivery times are:

  • US / UK / JP / AU / CA: typically 7–14 business days (sometimes 8–15 business days)

  • Other countries: usually 12–25 business days, depending on customs and carrier

Business days exclude weekends and public holidays. Please note that delivery times are estimates only and not guaranteed. If you need an item by a specific date or for travel plans, please carefully consider your purchase.

5. Do you ship to PO Boxes or APO/FPO addresses?

  • Sorry, we do not ship to APO/FPO addresses.
  • For PO Boxes, if your local post office only delivers to a PO Box, please enter both your physical address and your PO Box at checkout (for example, add the PO Box in Address Line 2).

6. What happens if my package shows as delivered but I can't find it?

If tracking shows delivered but you can't locate the package, please:

  • Check your mailbox, porch, neighbors, or building staff

  • Contact the carrier directly using your tracking number

  • If still missing, email support@snowoutfit.com within 3 days of delivery

Please note: After 3 days, carriers typically have very limited investigation options, and our ability to assist will be limited.

7. Who is responsible once a package is delivered?

  • Our responsibility ends once the carrier marks the package as delivered to the shipping address provided at checkout (Some carriers may provide delivery confirmation photos as proof of delivery.). Please ensure your delivery location is secure.
  • If you are concerned about potential package loss or theft after delivery, we strongly recommend purchasing Worry-free Shipping Insurance at checkout for added protection.

8. What if I entered the wrong shipping address?

If you entered an incorrect address, please contact us within 24 hours of placing your order. We can update it if the order has not yet entered processing.

Please note:

  • we are not responsible for packages delivered to an incorrectly entered address

  • We cannot reroute packages once they have shipped

9. How do I choose the right size?

We provide size charts and fit recommendations to help guide your purchase. However, all size recommendations are for reference only.

Individual body shape, fit preferences, and wearing habits vary, and customers are solely responsible for selecting the appropriate size when placing an order. Size-related dissatisfaction does not qualify as a product defect.

10. Can I return an item if the size doesn't fit?

Yes, size-related returns are accepted within 30 days of delivery confirmation, as long as the item meets return eligibility requirements.

Please note:

  • Return shipping costs are the responsibility of the customer

  • A $15 restocking fee applies to non-defective returns

11. Do you offer size or style exchanges?

We do not offer direct exchanges.

If you would like a different size or style, please:

  • Place a new order for the desired item

  • Contact support@snowoutfit.com for assistance

  • Return the original item following our standard return process

All return conditions, shipping responsibilities, and applicable restocking fees apply.

12. What is your return window?

Return requests must be submitted within 30 days of delivery confirmation.

Items must be:

  • New, unworn, and unwashed

  • With all original tags and packaging intact

  • In resale condition (no stains, odors, damage, or signs of use)

Once approved, returns must be shipped back within 7 days. Returns shipped after 7 days may be accepted at our discretion and may be issued as store credit instead of a refund.

13. What if my item arrives damaged or defective?

If your order arrives damaged or defective, please contact us within 3 days of delivery confirmation with clear photos or videos and a description of the issue.

Reports submitted after 3 days may not be eligible for resolution. Items not reported within this timeframe will be considered delivered in acceptable condition.

14. Who pays return shipping and customs fees for international returns?

For international returns:

  • Customers must arrange and pay for return shipping

  • Packages must be clearly marked as “Returned Goods”

  • Any import taxes, VAT, customs duties, or handling fees incurred during return are the responsibility of the customer

All international returns are processed at our return warehouse in New York, United States. If customs fees are charged upon arrival, we may pay them to release the package and deduct the amount from the final refund.

15. What payment methods do you accept?

We accept major credit and debit cards, PayPal, Apple Pay, Google Pay, and other secure payment gateways.

16. How can I track my order?

Once your order ships, you’ll receive a tracking number via email. You can also track your shipment on our Order Tracking Page.

17. Are your products safe for extreme weather?

Our products are designed for recreational snow sports. Performance in extreme or unsafe conditions is not guaranteed. Please use proper safety gear and follow local ski resort guidelines.

18. Is snow sports gear completely risk-free?

No. Snow sports involve inherent risks such as falls, collisions, or weather hazards. We are not responsible for injuries or accidents related to snow activities.

Need Help?

If you have questions or need assistance, please contact us via our Contact Us page or email support@snowoutfit.com.