FAQs

Ordering

How long does a build take?

Every Poet Snow ski and snowboard is made to order on Vancouver Island, British Columbia. Allow 4 to 6 weeks from the day you order. We ship within 2 business days of your build being finished.

Do I pay in full up front?

Yes. Catalogue orders are paid in full at checkout. Custom topsheets and fully bespoke builds need full payment before production starts, and they are non-refundable.

Can I design my own topsheet?

Yes. Custom topsheets and fully bespoke skis and snowboards are available. Contact us to start a custom build.

Sizing and setup

How do I pick a length?

Each ski and snowboard page has a size chart. Not sure which length suits you? Send us your height, weight, ability and where you ride and we will help you choose.

Who mounts my bindings?

Have a certified ski technician mount your bindings. Our Ski Mounting Guide shows the recommended boot centre for every model and length.

Shipping

Where do you ship?

We ship worldwide. Skis and snowboards ship from Vancouver Island. Apparel ships from our print partners, and some apparel is printed in the USA and may be charged duty when it crosses a border.

Will I pay duty on skis or snowboards shipped to the US?

Duty may apply. We assess it case by case, so contact us before you order if you want to know what applies to yours.

Warranty and returns

What does the warranty cover?

Our skis, snowboards and splitboards are covered against defects in materials and craftsmanship for 2 years from purchase, for the original purchaser. It does not cover misuse, impact damage, improper binding mounts, chairlift damage or normal wear and tear. See our warranty for the details.

Can I return my skis or snowboard?

Every return needs a return authorization before anything is sent back. We assess each item at our factory before a return or refund is processed. Return shipping is the responsibility of the purchaser. Custom and bespoke builds are non-refundable. See our return and refund policy.

Can I return apparel?

Apparel and accessories can be returned within 30 days of delivery if they are unused, with tags and in the original packaging. A 10% restocking fee is deducted from your refund. Contact us first to get a return authorization.

Contact

How do I reach you?

Use the form on our contact page.