RETURNS, EXCHANGES, & DEFECTIVE ITEMS 411

• 100% Unconditional Satisfaction & Price Match Guarantee
• What is your return policy?
• What if I get the wrong item, something is damaged when it gets to me, and/or it’s clearly got a “pre-use” manufacturer’s defect?
• I’ve used my items and believe something is defective – what do I do?
• How do I return something?
• Why is it taking so long to get my warranty items back to me
• Can I return Swimwear?
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• 100% Unconditional Satisfaction & Price Match Guarantee
• Relax. Take a deep breath. You’re the boss. We’re here to help. Simply put, if you are not completely satisfied with your purchase from porterstahoe.com, then we will do whatever it takes to fix the problem. If you find the exact same item in the same size and color from another website within 10 days for less money, we’ll gladly refund you the difference.

• What is your return policy?
• Just found something in your closet you bought from us 2 years ago that you still want to return? No problem. We have a hassle-free, unconditional, lifetime return policy. All we ask? It would be super swell if when you return things you try to send them back in their original packaging with whatever hanging tags or warranty information or other materials they came with.

• What if I get the wrong item, something is damaged when it gets to me, and/or it’s clearly got a “pre-use” manufacturer’s defect?
• We’ll take it back, of course, and/or exchange it for something else if you want.  As for getting it back to us, either call us toll-free 866.YO.PORTERS (866.967.6783) or email us at returns@porterstahoe.com and we’ll send out a “call tag” that will allow you to ship it back free of charge.  If you ship it back yourself then we’ll refund that expense along with the entire purchase after examining your items. 

• I’ve used my items and believe something is defective – what do I do?
• This is the most difficult situation to tackle, but we’ll work through it with you. Any equipment – snowboards, skis, boots, bindings, etc. – has some type of warranty provided by the brand manufacturer. The “final say” goes to that manufacturer however – not us – as to whether they consider it their fault or not. If your item has a defect on or in the product attributed to the manufacturer and not caused by you, your friends, your dog, that nasty kink in a hand rail, normal wear and tear, etc. – and it’s within that company’s warranty period – then you’re going to be fully taken care of. This does not mean, though, that you automatically get something new. Manufacturers are going to repair your actual used product whenever possible – that’s just the way it is and they make the rules. With all those caveats said, we’re going to ultimately stand behind anything with our 100% Satisfaction Guarantee, so you never have to worry regardless of your situation. We’ll always make sure that it’s right for you.
• How do I return something?
• You can always call us toll-free at 866.YO.PORTERS (866.967.6783) or email us at help@porterstahoe.com if you’re not sure of anything. Otherwise, there are two options that you have.

• Option #1 – The easiest and most convenient method is to simply put the item back in the box or packaging that we sent it to you in and then slap the pre-printed, UPS return address label that was stapled to your receipt right over the original one. Every order comes with a pre-printed, UPS return address label stapled to your receipt. If you use this method, a flat $10 return shipping fee will be deducted from your return total. You can either drop the package off at any UPS pick up location or call 800-PICK-UPS (800.742.5877) and they will pick up the package from the exact address that they originally delivered it to.
  
  
• Option #2 – You pay to ship it back to us, but get to choose your method of shipping. We’ll refund the purchase price back to your card once we receive it. Simply cut out one of the two choices below for which shipping method you’ll be using. Then write in your customer ID from the invoice that was included in your shipment (that’s found below your SOLD TO: information – it will be a five digit number with a 7- as the starting number…example 7-11843). Tape that to the outside of the box. Once we get the item(s) back in our possession, we will verify everything and then issue a credit back to your card along with a confirmation email.
  
  If you are going to use Option #2, please notice that the Post Office is a different address than FedEx or any other shipper
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  CLICK THE IMAGE YOU WISH TO PRINT
  
  
  RETURNING VIA US POST OFFICE     
  
  
  
  RETURNING VIA UPS / FEDEX / DHL (etc)
   
• Ship the items to:
  PORTERS SPORTS
  Attention:  Returns
  12116 Chandelle Way, Suite C
  Truckee, CA  96161
   
• We will issue a refund, exchange it, or give you a store credit if that’s what you’d like once we have the items.
   
• Why is it taking so long to get my warranty items back to me?
• So after you follow the return procedures (see What do I need to do to return any items?) and ship it to us we ship it to them and then we all wait for their judgment.  In Burton’s case, as a best-case example, they guarantee that once it’s in their hands they will inform us within 48 hours what they are going to do – replace the item, repair the item, give us / you a credit for something else, or possibly even deny the warranty claim.  Other companies are not so on it.  We’ve seen stuff sit for literally months with no word, no call back, no emails answered.  But even with Burton’s extremely efficient warranty department, the entire process of you sending something to us to you getting something back in your hands can take 6 – 8 WEEKS.  Huh you might ask?  Follow this.  You ship it to us on a Friday from the east coast.  It gets here the following Friday.  It doesn’t go out till the next Monday.  We’re shipping it back to Vermont.  It doesn’t get opened there till the following Monday.  They decide it’s a “fixable” problem on Wednesday.  They then take 10 days to fix it.  It’s now Friday of the next week – or 4 weeks after it left your hands – and they’re just now sending it back to us.  It shows up a week later.  We send it out the following Monday.  It then may or may not get to you by that Friday – now 6 weeks later.  So please be forewarned that this entire defective warranty process takes A LOT OF TIME and unfortunately there is no way around it.

• Can I return Swimwear?
• Returned Swimwear must be in unworn, unsoiled and include the protective shield on the swimsuit bottom.