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Customer Service

Customer Service

Shipping & Delivery
Defective Items
A defective item is one that is inoperable but has no apparent damage. If you receive defective merchandise, please contact Stokes for assistance.
Damaged Items

If an order arrives to you with obvious shipping damage please refuse the delivery. If you have accepted delivery and then find shipping damage, please contact Stokes . Please save all packaging material and paperwork for the order if shipping damage is a possible issue. If you dispose of packaging material or attempt to return the merchandise without contacting Stokes, you jeopardize our chances of making a claim, and you may not receive credit for the return.
International And U.S. Territory Shipping

Only orders placed to ship to the US, South America and Canada can be made on this site. If you are ordering product shipping to international locations or US territories please allow for a delivery time longer than the usual 3-5 days. International shipping does not include free shipping. Orders on our website will only quote the purchaser. Once an order is placed a member of our staff will contact the customer to explain the shipping costs as well as document costs. StokesSkis is not responsible for any additional international shipping fees, such as but not limited to: entry preparation charges, duties, taxes, bond fees and other government or brokerage fees. After the customer accepts the quote Stokes will pack and ship the order just like normal. Should you have any questions on international orders or shipping please give us an email via our contact us page.
Indemnification

You agree to indemnify, defend, and hold harmless StokeSkis, its affiliates, officers, directors, employees, consultants, and agents from any and all claims, liability (including product liability), damages, and/or costs (including, but not limited to, attorneys' fees) that arise from your use of any of StokesSkis services.

Shipping Cut-Off

All orders must be placed on or before 3:30PM PST to be eligible for same day shipping! Order placed after 3:30PM may not be shipped out same day. 

Privacy & Security

What information do we collect?

  • We collect information from you when you register on the site, place an order, enter a contest or sweepstakes, respond to a survey or communication such as e-mail, or participate in another site feature.
  • When ordering or registering, we may ask you for your name, e-mail address, mailing address, phone number, credit card information or other information. You may, however, visit our site anonymously. We do not store credit card information.
  • We also collect information about gift recipients so that we can fulfill the gift purchase. The information we collect about gift recipients is not used for marketing purposes.
  • Like many websites, we use "cookies" to enhance your experience and gather information about visitors and visits to our websites. Please refer to the "Do we use 'cookies'?" section below for information about cookies and how we use them.

How do we use your information?

We may use the information we collect from you when you register, purchase products, enter a contest or promotion, respond to a survey or marketing communication, surf the website, or use certain other site features in the following ways:
  • To personalize your site experience and to allow us to deliver the type of content and product offerings in which you are most interested.
  • To allow us to better service you in responding to your customer service requests.
  • To quickly process your transactions.
  • To administer a contest, promotion, survey or other site feature.
  • If you have opted-in to receive our e-mail newsletter, we may send you periodic e-mails. If you would no longer like to receive promotional e-mail from us, please refer to the "How can you opt-out, remove or modify information you have provided to us?" section below. If you have not opted-in to receive e-mail newsletters, you will not receive these e-mails. Visitors who register or participate in other site features such as marketing programs and 'members-only' content will be given a choice whether they would like to be on our e-mail list and receive e-mail communications from us.

How do we protect visitor information?

We implement a variety of security measures to maintain the safety of your personal information. Your personal information is contained behind secured networks and is only accessible by a limited number of persons who have special access rights to such systems, and are required to keep the information confidential. When you place orders or access your personal information, we offer the use of a secure server. All sensitive/credit information you supply is transmitted via Secure Socket Layer (SSL) technology and then encrypted into our databases to be only accessed as stated above.


Do we use "cookies"?

Yes. Cookies are small files that a site or its service provider transfers to your computer's hard drive through your Web browser (if you allow) that enables the site's or service provider's systems to recognize your browser and capture and remember certain information. For instance, we use cookies to help us remember and process the items in your shopping cart. They are also used to help us understand your preferences based on previous or current site activity, which enables us to provide you with improved services. We also use cookies to help us compile aggregate data about site traffic and site interaction so that we can offer better site experiences and tools in the future.

We may contract with third-party service providers to assist us in better understanding our site visitors. These service providers are not permitted to use the information collected on our behalf except to help us conduct and improve our business.

You can choose to have your computer warn you each time a cookie is being sent, or you can choose to turn off all cookies. You do this through your browser (like Netscape Navigator or Internet Explorer) settings. Each browser is a little different, so look at your browser Help menu to learn the correct way to modify your cookies. If you turn cookies off, you won't have access to many features that make your site experience more efficient and some of our services will not function properly. However, you can still place orders over the telephone by contacting customer service.


Do we disclose the information we collect to outside parties?

We do not sell, trade, or otherwise transfer to outside parties your personally identifiable information unless we provide you with advance notice, except as described below. The term "outside parties" does not include StokesSkis. It also does not include website hosting partners and other parties who assist us in operating our website, conducting our business, or servicing you, so long as those parties agree to keep this information confidential. We may also release your information when we believe release is appropriate to comply with the law, enforce our site policies, or protect ours or others' rights, property, or safety.

However, non-personally identifiable visitor information may be provided to other parties for marketing, advertising, or other uses.


How can you opt-out, remove or modify information you have provided to us?

To modify your e-mail subscriptions, please let us know by modifying your preferences in the "My Account" section. Please note that due to email production schedules you may receive any emails already in production.

To delete all of your online account information from our database, sign into the "My Account" section of our site and remove your shipping addresses, billing addresses & payment information. Please note that we may maintain information about an individual sales transaction in order to service that transaction and for record keeping.


Third party links

In an attempt to provide you with increased value, we may include third party links on our site. These linked sites have separate and independent privacy policies. We therefore have no responsibility or liability for the content and activities of these linked sites. Nonetheless, we seek to protect the integrity of our site and welcome any feedback about these linked sites (including if a specific link does not work).


Changes to our policy

If we decide to change our privacy policy, we will post those changes on this page. Policy changes will apply only to information collected after the date of the change.


Questions and feedback

We welcome your questions, comments, and concerns about privacy. Please send us any and all feedback pertaining to privacy, or any other issue.


Online Policy Only

This online privacy policy applies only to information collected through our website and not to information collected offline.

Your consent

By using our site, you consent to our privacy policy.

Returns & Replacements

Warranties
StokesSkis.com warranty program strives to be hassle and worry free for its customers. Because of the direct customer – supplier link, warranty requests can be processed quicker and more efficiently. Stokes product will have different levels of warranties; extended, limited or no warranty.
A response is guaranteed on warranty claims within 5 days. Warranty claims are only processed if the customer submitted the claim according to the StokesSkis warranty procedures.
The Stokes Skis warranty extends for a period of ONE YEAR from date of purchase on all products except apparel.
Apparel is not applicable to any warranties. Proof of purchase is required. REPAIRED OR REPLACED ITEMS ARE COVERED FOR THE REMAINDER OF THE ORIGINAL WARRANTY ONLY.
All warranty claims may only be made by the purchaser on record. Our policy is to repair or replace all defective products. 
Wetsuit (Neoprene) Warranty:

Stokes Skis offers a limited lifetime warranty on workmanship and a one-year limited warranty on materials (i.e. zippers, grommets, leg straps). Fading of material colors is not warranted. Minor imperfections in color and materials that do not affect the performance of the product are not warranted.
Stokes Skis will make the final determination as to whether the suit will be repaired, replaced, or do nothing depending upon our judgement of the manner in which the product was used.
Improper use voids warranty.
Any products marked or sold as seconds or demos will not be covered by any warranty.
All warranties apply to the original owner.


Stokes Skis does not warranty any damages to the glide skin neoprene featured on the Elite Series Jump suit, Speed Suit, and Compression Top.  It is the retailer’s responsibility to inform all customers of this circumstance.

Soft Goods (apparel) Warranty:

Stokes Skis apparel is warranted against defects in workmanship for a period of one year. This includes defects in seams and materials. Normal wear and fading of color is not warranted.  Stokes Skis will make the final determination as to whether the suit will be repaired, replaced, or do nothing depending on our judgement of the manner in which the product was used.
Improper use voids warranty.

Repairs:

Normal repair time is 2 weeks not including transportation on any material problems. All major repairs will be quoted on a case by case necessity. All repairs not covered by warranty will be billed at the rate of $35.00 per hour. No repair will be started without prior price quotation and approval of the same person requesting the repair.


Please Note: Normal wear and tear, misuse, neglect or use of our products in a commercial capacity voids any warranties, expressed or implied. This includes activities such as renting, leasing, ski school and show teams.



Proof-of-purchase from an authorized Stokes Skis Dealer is required for warranty coverage.

Returns
Stokes goal is 100% customer satisfaction. If for any reason you would like to return any unused product, follow these guidelines:
  • Items must be returned within 30 days from date of purchase. e-mail us at info@stokesskis.com for Return Authorization number. We offer no refunds or exchanges without a valid RA number.
  • All returns must be shipped: FedEx, UPS or USPS with a tracking number. Customers are responsible for return shipping costs.  Upon inspection of returned product, Stokes, at its discretion, will issue a full or partial refund to the credit card used for the purchase less the original shipping charges. All returned items that were shipped with the free shipping promotion will be credited less the actual shipping costs.
Ordering
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Payment, Pricing & Promotions
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Viewing Orders
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Updating Account Information
Lorem ipsum dolor sit amet, consectetuer adipiscing elit. Morbi luctus. Duis lobortis. Nulla nec velit. Mauris pulvinar erat non massa. Suspendisse tortor turpis, porta nec, tempus vitae, iaculis semper, pede. Cras vel libero id lectus rhoncus porta. Suspendisse convallis felis ac enim. Vivamus tortor nisl, lobortis in, faucibus et, tempus at, dui. Nunc risus. Proin scelerisque augue. Nam ullamcorper. Phasellus id massa. Pellentesque nisl. Pellentesque habitant morbi tristique senectus et netus et malesuada fames ac turpis egestas. Nunc augue. Aenean sed justo non leo vehicula laoreet. Praesent ipsum libero, auctor ac, tempus nec, tempor nec, justo.