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SHOPPING 411

  • What forms of payment do you accept?
    • We accept credit cards from Visa, Mastercard, American Express, and Discover.  We currently do not accept wire transfers or PayPal, but we might in the future.
  • How do I add or delete items from the Shopping Cart?
    • The first page that you are directed to after adding the item to the "Dam Cart" is our "product confirmation page" click on the checkbox on the left, and click “remove checked” to update your quantity, put in the quantity to the right of the item and click "update cart"
  • Getting to the "Shopping Cart" page
    • Since TheDamoutlet.com only features one deal a day, the easiest way to get to the cart is click ADD TO THE DAM CART, once this happens you will be directed to the shopping cart page
  • How do I complete the “Check-Out” process and pay for my items?
    • After you have reviewed your items in the product confirmation page, click “proceed to checkout” now that you are on the
    • Verifying your items;
      Once you are on the shopping cart page, you should verify your items – that includes size, color, and quantity.
    • Choosing your Shipping method
      Once you have verified your order after adding it to the cart, click “proceed to checkout” this will bring you to our 1 page checkout process. In the lower right there is a dropdown menu that says “choose your shipping method” Ground is free for any order over $50.00, if you want to ship your order faster than free ground choose the appropriate shipping method in the lower left of the 1 page checkout.
    • Payment Type
      Also in the 1 page checkout you can select the different payment types, choose Visa, MasterCard, or American Express
  • When does my credit card get charged?

    • When the order is placed your card is charged. There is no “pre-charge” and/or “authorization-only” time period.  Our system automatically checks the availability of an item to see if it’s “in stock.”  In the rare case where the system and/or we screw something up and the item is really not in stock when we go to ship it, we will reverse the charge and notify you immediately via email of the unfortunate circumstance.  We’re really nice folks here so we’ll probably send you something like a “we’re-terribly-sorry-please-accept-this-extra-discount-the-next-time-you-shop-with-us” coupon to hopefully make up for it.

  • How do I change and/or cancel my order after it’s already done?
    • We ship items 24 to 72 hours after they’ve been placed (see How long after I place my order do you ship it?).  If, before that time, you want to change and/or cancel anything about your order, please either email us at help@porterstahoe.com or call us immediately toll-free at 866.YO.PORTERS  (866.967.6783).  Once you receive an email confirmation of your items being shipped, though, it’s too late.

SHIPPING 411

  • What are the restrictions on getting free shipping?
    • Not many.  We’ll ship ANY items via UPS standard ground to ANY non Post office Box address (address must a physical location sorry but UPS does not ship to PO boxes) in the continental United States for orders over $50.  Orders under $50 will cost $5 for ground shipping. Unfortunately, we have no control over exactly how long that will take to get to you.  We’d start asking us questions 7-10 days after we sent you your order/shipping confirmation via email.
  • How long after I place my order do you ship it?
    • Our official answer is 24-72 hours after the order is placed.  For the most part we will generally ship your items in less than 24 hours – especially if placed Sunday – Thursday.  We do not have Saturday UPS pick-up available to us here in the mountains, though, so an order placed on Friday will not go out until Monday. 
  • How do I get my items shipped to me faster than UPS ground?
    • First off, that’s where our free ground shipping ends.  Expedited shipping is going to cost you.  You have two options: 
    • UPS 3-Day Select (see ups.com/content/us/en/resources/select/sending/services/ three_day.htm).  This guarantees delivery by the end of the third business day to anywhere in the 48 contiguous states (that’s a big word meaning every state except Alaska and Hawaii).  Our shipping and handling costs for UPS 3-Day select are based on the amount you spend with us:

      Order Size        Cost
      $0 - $199        $25.00
      $200 - $499     $23.00
      $500+             $20.00
       

    • UPS Next-Day (see ups.com/content/us/en/shipping/time/service/next_day.htm).  This guarantees next business day delivery by 10:30am, 12:00pm, or end of the day, depending on your location.  It is available in all 50 states with some limitations in Alaska and Hawaii.

       
      Order Size        Cost
      $0 - $199        $55.00
      $200 - $499     $45.00
      $500+             $40.00
       

  • What about the cost of returning items to Porters?
    • For a basic "return" and not an error or defect (see Do I have to pay to return items if I got the wrong thing sent to me, something is damaged when it gets to me, and/or it’s clearly got a “pre-use” manufacturer’s defect?), you are responsible for the cost to get it back to us.  We ship all items by ground for free, so you already got a break to get the items in your hands if you chose that shipping method.  That’s only fair.
  • Do I have to pay to return items if I got the wrong thing sent to me, something is damaged when it gets to me, and/or it’s clearly got a "pre-use" manufacturer’s defect?
    • No.  Either call us toll-free at 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. 
  • Can you ship to a PO Box?
    • Yes but it will arrive via US Postal Service at an additional charge to be determined. Prices may be subject to change.
  • Can you ship to a APO?
    • Sorry, but we no longer ship to APO's
  • How much to Ship to Alaska and Hawaii
    • For Alaska and Hawaii we have one shipping method, it is the United States Post Office and it is based around dollars amounts
    • 0-49.99 $5.00
    • 50-299.99 $15.00
    • 300.00-1 Billion is $25.00

RETURNS, EXCHANGES, & DEFECTIVE ITEMS 411

  • 100% Unconditional Satisfaction
    • 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.
  • 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


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

Security 411

  • What is your “Privacy Policy?”
    • We operate on the “Golden Rule” principal a lot around here – we don’t like it when companies do sneaky things to us so we’d never do something sneaky to you.  However, some things are mandatory in order for you to shop online with us – like your email address, credit card information, and even those necessary evils of “cookies.”  With that said, we’re NEVER going to share your personal information with any other entity, or, worse yet, sell any of your personal information. 

      We use Thawte for credit card verification and fraud detection and Secure Sockets Layer (SSL) encryption to protect your personal information.  If at any time you feel like your privacy has been breached and/or just have further questions about Porters’ privacy policy, please call us toll-free at 866.YO.PORTERS (866.967.6783) or email us at help@porterstahoe.com.

  • How is my credit card information protected?
    • Like any other site worth its salt, ours is secured by the 128-bit Secure Sockets Layer (SSL) certification so that your credit card information sent from your computer to our server is encrypted.  Once in our database, as with everything else personal of yours, that information is private and not shared or sold to anyone else.