| SummitOnline.com

Customer Service

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Customer Rewards Program

Powder Points

As You Shop/Browsing

Purchasing

Shipping & Delivery

Returns & Exchanges

Privacy, Security & Technical Matters

About SummitOnline.com

Frequently Asked Questions

I want to know about the status of an order I have placed.
I want to place an order.
I have a question about an order I have received
I want to change my order.

I want to know about the status of an order I have placed

How do I know the status of my order?
How do I know when my order has shipped?
How Do I track the location of my order?
Why hasn't my package arrived yet?

Status Updates

When you first place your order you will receive a confirmation e-mail from us with-in 24 hours. In stock items usually leave our warehouse in 1-2 business days. If for some reason your order is delayed, you will receive periodic updates from us via e-mail. If you have any questions about your order you can reach us at cs@SummitOnline.com or by calling

Customer Service Department: (888) 271-7500

Monday:        10am - 7pm EST
Tuesday:       10am - 7pm EST
Wednesday:   10am - 7pm EST
Thursday:      10am - 7pm EST
Friday:          10am - 7pm EST
Saturday:      10am - 5pm EST
Sunday:        11am - 5pm EST

Shipping Confirmation

When your order has shipped you will receive an e-mail confirmation from us. This confirmation will let you know the following information: tracking number (if available), items that have shipped, back-ordered items and the total amount charged to your account. We only charge you for items that have been shipped.

Tracking Your Order

Tracking information for an order shipped via ground is not always available and shipments going to military address are not traceable while in transit. Some tracking services only provide proof of delivery and will not provide any information about the package until it is delivered. Sometimes it may take up to 48 hours before the package is checked into the carriers tracking system. You order may not be traceable at this time.

Track your order by:

Checking your e-mail. You will receive e-mails keeping you up-to-date about the status of your order.
Once you receive your tracking number you can track your order by visiting the carriers web site and entering the tracking number or by clicking the link provided in the shipping confirmation e-mail.

All questions regarding the status of a package with a tracking number should be directed to the shipping company (UPS or US Postal Service).

Delivery of Your Items

Delivery of your items can take generally anywhere from 3-8 full business days, depending on your location and the shipping method you select at checkout.

Items are only shipped during regular business days (Monday-Friday, excluding federal holidays). If you receive an e-mail notifying you that your items have been shipped during a weekend or federal holiday, they will not actually be shipped until the following business day.

Items that are shipped via a freight trucking company arrive with in 7-14 full business days after leaving our warehouse due to their size and weight. For more information about the delivery of an oversized item please contact our customer service department.

Make note of the Availability of your items:

AVAILABILITY: In stock items leave our warehouse in 1-2 business days.

This tells you when we expect to ship your item from our warehouse. Once your item has left our warehouse, the shipping method you select during checkout will determine when your order will arrive. For an example, if your item takes 1-2 days to leave our warehouse and you select "Overnight" shipping, it may actually take 2-3 days for your order to arrive.

We place an extremely high value on customer security and privacy. We take many precautions in verifying the security and privacy or orders. For this reason, most order take a minimum of 24-48 hours to leave our warehouse, before entering the shipping process.

***Note: If your billing info does not match the info your credit card company has on file your order may be delayed while we contact you. We do this to protect you from identity thieves!!

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I want to place an order

How do I find a product that I am looking for?
Where can I find more information about a product?
How do I add items to my shopping cart?
How can I make changes to my shopping cart?
How do I checkout?

Finding Products

There are two ways to find products you are looking for on SummitOnline.com You can search by entering a keyword or keywords in the search box or by browsing the links from the home page. No matter which method you use, you will find a variety of sorting functions to help you find what you are looking for.

Learning More about Products

If you would like to learn more information about an item you see on SummitOnline.com, simply click on the item. This will take you to a product detail page that provides a complete description of the product, show any available pictures and availability of sizes and colors of the product. On this page you will also be able to view any videos and buying guides that are available. These will help aid you in your purchase.

Adding Items to Your Shopping Cart

To add items to your Shopping Cart, follow these simple steps:

First you will need to choose the size/color of the item that you want to add to your cart from the options next to the product picture.
After you have chosen your size/color you will need to choose the quantity of the item you want from the options next to the product picture.
Once you have completed these options you will need click on the "Add To Cart" button on the right side of the screen. The item will now be in your cart, you will be able to edit your cart at any time.

If a size or color is noted as out-of-stock you will not be able to add the product to your cart. If an availability date is not posted please contact us. We also offer items on a pre-order basis. These items are noted and will give the estimated ship date. The pre-order items will be able to be added to your cart and purchased but will not ship until the product is available.

Calculating Delivery Time

Delivery Time = Warehouse Processing Time + Shipping Time

When you view an item on the product detail page or in your shopping cart, make note of its availability.

AVAILABILITY: In stock items leave our warehouse in 1-2 business days.

This tells you when we expect to ship your item from our warehouse. Once your item has left our warehouse, the shipping method you select during checkout will determine when your order will arrive.

For an example, if your item takes 1-2 days to leave our warehouse and you select "Overnight" shipping, it may actually take 2-3 days for your order to arrive.

Making Changes to Your Shopping Cart

You can make the following changes to your shopping cart:

Update the quantity.

To do this, simply type in the quantity you wish to purchase and click the "Update Quantity" link.

To remove an item from your cart.

To do this, click the "Remove" link or change the quantity to zero and click the "Update Quantity" link.

Editing the size/color of an item in your cart.

You can click on the "Edit Options" link; this will prompt you with the available colors and sizes.

Return to shopping.

If you wish to continue shopping you can use the shopping cart to store items you wish to purchase. Click on the "Continue Shopping" button located near the bottom of the page to search the site for additional items. At any time during your shopping experience, you can return to your shopping cart by clicking My Cart located in the top right corner of the site.

Proceeding Through Checkout

During checkout, please not that:

For security purposes, the billing address that you enter must match that of the credit card you use for payment.
When selecting a shipping method, keep in mind that it may take 1-2 business days for your order to be processed in our warehouse before being shipped.
Orders may be delayed if the billing address entered dose not match the address your credit card company has on file. We do this to protect you from identity thieves!!
Review your order carefully. You cannot make changes to your order after submission without contacting us.

Once you have added all items that you wish to purchase to your cart, start the checkout process buy clicking on the "Proceed to Checkout" button located on the right side of your cart. If you are a returning customer you can log-in to your account before you proceed to checkout or you will be prompted to log-in during the checkout.

Reviewing your order. First you will be able to review your order. On this page you will be able to view all item(s) that are in your cart, enter any coupon codes or gift certificates, calculate and choose your shipping options. On this page you will be prompted to enter the shipping zip code. Then the shipping costs (including any free shipping options) will be displayed. Once you have reviewed your order you will need to click "Proceed to Checkout." Here you will log-in or create an account.
Logging-in and Creating an account. You will be asked to enter your e-mail address to check if an account already exists.
- If you already have an account you will be prompted for your password and be taken to the billing and shipping information page. On this page you will be able to edit your existing billing and shipping addresses. .
- If you do not have an account you will be taken to the billing and shipping information page. On this page you will be able to enter your billing and shipping addresses and enter in your new password for the account that will be created.
Billing and Shipping information. You will now either enter your billing and shipping information, or be able to edit your existing address information. If your billing address is the same as your shipping address you will only need to enter your billing address and leave the shipping address fields blank. Your billing address must match the address that the credit card is billed. If the two addresses do not match this will delay your order or your order may be immediately cancelled. Next you will choose a payment option, either credit card or PayPal account. Once this information is entered you then can review all of your information and the total of your order, if this is all correct you are now ready to submit your order. Once you submit your order by clicking the "Submit Order Now" button you will be taken conformation page.
Confirmation Page. You will now be able to view your order confirmation page. This page will display your order and all information that you entered. You will also be able to view your order number on this page. You may want to print this page for your records, but you will also be e-mailed this information within 24 hours.

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I have a question about an order I have received

What is your return policy?
How should I exchange/return an item?
What is you return address?
What should I do if I received the wrong item, color or size?

Return Policy

We want you to love what you ordered. But if something isn't right, let us know. We gladly accept returns of unwashed, unworn, unused or defective merchandise. We'll send you another color, a new size or an entirely different style. If you'd rather have a refund, we'll take care of that, too.

If for any reason you are not satisfied with your purchase, please return it within 30 days as long as the product has not been used, and is in its original "new" condition. All returns must be received within 30 days of original receipt date.(all orders placed between November 1 and December 31 may be returned until January 31) All returns are for credit via the original method of payment. All credits will be processed within 2-3 business days (Mon-Fri excluding holidays) upon receipt of your product(s). Credits are the original purchase price less original shipping and in some rare cases a restocking fee. Customers are responsible for all shipping charges back to us. In the event of an error on our behalf we will provide a pre-paid return label via-email for return shipment.

DO NOT DISCARD ANY PACKAGING OR INVOICES UNTIL YOU ARE COMPLETELY SATISFIED WITH THE PRODUCTS IN YOUR ORDER. ITEMS RETURNED WITHOUT ORIGINAL MANUFACTURER'S PACKAGING, OR DAMAGED PACKAGING, WILL BE SUBJECT TO A RE-STOCKING FEE OF 25% PER ITEM. All items must be returned in the shipping box/material they arrived in. We do not accept returns on used products, special orders or customized merchandise. DO NOT SHARPEN ANY ICE SKATE. SHARPENED SKATES ARE NOT ELIGIBLE FOR CREDIT.

Exchanges and Returns

Return for Refund - The item(s) must be returned in original manufacturer packaging. Mail your product(s) using the address labels from the bottom of your invoice and we will issue a credit right away.

Return for Exchange - Simply place a new order online for the new product(s) and mail the original product(s) back to us and we will credit your card once we receive your original product(s).

We highly recommend that you place a new order if you wish to exchange a product but if that's not your style you can give us a call and we can setup an exchange for you.

Used Item Disclaimer - Used items are NOT Returnable, Exchangeable nor Refundable. No exceptions. All item(s) that we ship are brand new and in unused condition. We ask that you try your product(s) on INDOORS ON CLEAN SMOOTH OR CARPETED SURFACES to ensure proper fit before using them at all. This will preserve the new unused condition of the items should you choose to return them. In other words, do not attempt to test your inline skates by skating around the block or at an indoor rink; or take your skis or snowboard to the local hill for a quick run. Do not remove any tags from clothing items. Any clothing returned missing tags is considered used. We strongly recommend you wrap clothing items in a plastic bag prior to shipping them back to us. Any clothing sent back that is soiled, stained or dirty will be considered used. We do not differentiate between slightly used, well used, or very used. Any item(s) which come back to us in a condition that cannot be resold as new are considered USED. We will contact you to let you know so we can either ship the item(s) back to you at your expense or donate them to a school or charitable organization. If you receive an item that you believe is used call us right away. Unlike other online retailers we own and operate several retail locations. Your product(s) may have shipped from one of these retail locations and because the product(s) may have been tried on or displayed in one of these stores the packaging may appear worn. We will generally ask that you send a few pictures of the product(s) to us. If we shipped you a used item we will pay to get the used product(s) back to us and reship you a brand new item ASAP!!

Return Address

If you wish to return an item, ship the package to the following address:

SummitOnline.com
1972 Brown Rd.
Auburn Hills, Mi 48326

Please note that SummitOnline.com is not responsible for shipping, handling or any other additional charges for returned items.

Wrong Item, Color or Size

If you receive the wrong item, or if an item you receive is different from what you originally ordered, please contact our customer service department immediately. It is important that you contact us before returning your item. This way we may assist you with return shipping fees. If you do not contact us, you are responsible for all return shipping and possible restocking fee. Before you call, please have your invoice that was either sent with the package or e-mailed to you in hand. This will aid the customer service representative in assisting you. In addition, please be prepared with a detailed description of the difference between the item(s) you ordered and the item you received before contacting us.

Customer Service Department: (888) 271-7500

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I want to change or cancel my order

After you have placed your order, your order will be entered into our system to be processed. If for any reason you need to change or cancel your order, please contact us immediately. We will make every effort to assist you in changing your order or canceling your order. We fill orders and get them on their way as quickly as possible. So once your order has been shipped the order cannot be changed or cancelled. So if the order has already shipped please follow our return instructions.

Customer Service Department: (888) 271-7500

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