You can review our Privacy Policy here.
IMPORTANT DISCLAIMERS:
- NY RESIDENTS: All NY State residents will be charged 8% Sales Tax.
- Skyehigh.com will not be responsible for typographical or other errors or omissions regarding prices or other information.
- Skyehigh.com reserves the right to refuse any order.
- Customer pays return shipping on all services.
- Original shipping is a service paid to UPS/USPS and used. Therefore we will not be refunding shipping under any conditions.
- All void or change order requests must be done by calling 585.271.5750. Due to the limitations of email, all email requests for void or change to your order will not be processed.
- Skyehigh.com does not process orders on weekend days.
Ordering/Shipping
- Q: Information Regarding Tracking Numbers?
A: Tracking numbers are sent by email by UPS through our packaging system. You must check your email for tracking numbers as this is the best way for us to handle tracking. A link is provided to track the package directly from the email. These emails are sent from QuantumViewNotify@ups.com, and you must allow this email or add it to your friends list. You must provide us with a valid email address in order to receive the tracking number. When a label has been created and we are finished with packages for the day this information is sent to UPS and an email is sent out to you. This will appear in the tracking status as "Billing Information Received." When the package has been picked up at the end of the day it will scanned and the tracking status will be "Origin Scan." The date you can expect the shipment to arrive will also be displayed, as well as the current location of the package in the UPS delivery system. We send packages out at the end of every business day, so you should get updated tracking information by 8 or 9pm EST the day the package was prepared.
- Q: When will my order be shipped?
A: We do our best to handle all orders as they are received, as quickly as possible. We handle most orders in the afternoon and any order received before 5pm will be shipped the same day, Monday through Friday. All orders received after 5pm will be shipped on the next business day.
- Q: How long will shipping take?
A: This UPS Transit Map will outline how long it should take for you to receive your order once it has been shipped. We do our best to ship most orders the same day they are received, so please keep in mind that this is a general guide and not a guarantee until you receive your UPS Ship Notification via Email.
- Q: How much will the shipping on my order be? (Domestic US Orders only)
A: To find the shipping price for your order, click here. In most cases, the prices shown are sufficent, but if you are on the West Coast and request 2nd Day Air or Overnight Shipping, the prices may be higher.
- Q: Do you apply sales tax to orders?
A: Sales tax is only applied to orders made to addresses in New York State. Any tax will be applied to your order when it is received and this will be shown on the invoice you receive.
- Q: Regarding Invoices, etc.
A: When you place your order, we are notified and it is processed in the order it was received. We may call you to verify your address to make sure it is valid. You should receive an invoice in your email when the order has been placed, letting you know the order was succesful. We will then process the order, and if you selected UPS, you should receive notification from them with a Tracking Number. When you receive the order, you should also receive an invoice to verify that we packed and shipped your order correctly.
- Q: Do you have the size/item in stock? I want to know more about the product I am considering?
A: If you have any questions about any of our products, or you would like to know if we have something in stock that you might not see on the website, please call us at 585.271.5750 and we would be glad to answer any questions you might have.
Returns/Exchanges
- Q: What if I want to return a product?
A: Call us to let us know there was a problem, and we will give you instructions on how to return the product. When you return an item, we will credit your credit card minus a 15% restocking fee. Credits will be applied as soon as the item is received by us, usually the same day they are received. Returns must be made within 30 days of your receipt of the order, and all items must be in their ORIGINAL, UNUSED condition to be credited. Returns after 30 days ARE NOT ACCEPTED and will be returned to the customer.
- Q: What if I want to exchange a product?
A: Call us and if we have the product in stock we will gladly exchange it for you within 15 days, you pay return shipping. After 15 days we will charge a 15% restocking fee for the returned item, and we will not accept any exchanges after 30 days.
- Q: I received the wrong item. What do I do?
A: Call us and we will glady rectify the situation, either by exchange or by accepting your return on a per-incident basis. You must return the item within 30 days.
- Regarding Special Orders:
Special Orders are any product that we have to order from the manufacturer/distributor and we do not have in stock in our stores or that we ordinarily carry. Most items that are special order are in departments that are designated with "(Special Order)" or state "Allow 2 to 4 weeks for delivery" in the description. All sales on Special Orders are FINAL.
Security
- Q: Is your server secure?
A: Yes. Our server uses 128bit encryption technology using SSL (Secure Sockets Layer). By clicking on the following button you can verify the status of our secure connection. Your credit card information is sent to us securely in a "Scrambled", encrypted format that is virtually impossible to decode. You can shop from us with confidence.
- Q: Why is there only a section for Billing address, but no section for a Shipping Address?
A: As a security measure, we will ship only to the billing address, as it appears on your credit card. We do this to ensure that the card being used is valid and that any order we ship will go to the person who the card is issued to. We do accept orders shipped to a different address, subject to approval. Please email or call us for more information on how to provide a shipping address.
International Orders
- Q: Do you handle International Orders? What will the shipping be?
A: We will handle international orders on an order-by-order basis. Please email us before ordering with your address so that we may calculate the best price for you. Be aware that International Shipping charges for snowboards are often in excess of $100.
In order to accept credit card payments for International orders, we will
need the following information:
1. A photocopy of the card holder's identification (passport / driver's license, etc.) faxed to us.
2. A photocopy of the card holder's Credit Card Statement showing the billing address and credit card number, faxed to us. (Any personal purchase information on the statements can be "blacked-out".) This must be the written credit card statement, not a copy of the credit card front and back itself!
3. Our credit card authorization form found here faxed to us: CCauthorization.html You must email us before faxing this to get the proper order total to be submitted on this form.
NOTE: All international orders can only be shipped to the bill-to address on the credit card statement.
Fax Number: 585.298.9502 Phone: 585.271.5750
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