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Orders & Payments  

How do I place an Order?  

For your convenience, we have express checkout available online. If you prefer to place a phone order or have any questions concerning your order, please call us at 404-252-7263. 

What forms of Payment do you accept? 

We accept Visa, MasterCard, American Express, Discover, PayPal, Amazon Pay, Visa Pay, Apple Pay, and Rocky Mountain Online Credit. For international orders, you must have a verified PayPal account to complete your purchase. If you are using a prepaid gift card, you will need to register a billing address with the credit card company before placing an order. 

What currency is displayed at checkout?  

We display all prices in USD. When placing an order online, you will want to take into consideration the conversion from USD to your country's currency. Depending on your country's currency, the price paid at checkout may differ from the amount deducted from your bank account. 

Is it safe to use my credit card on your site? 

Yes! Orders placed on our site are encrypted using SSL technology, the industry-standard authentication and encryption technology, to ensure your transactions are protected. With SSL implemented on both the client and server, information transmitted over the internet will remain unaltered and secure. If you have any concerns about placing your order online, please order by phone at 404-252-7263. 

Do you allow cashiers checks or money orders?

Unfortunately, we do not accept these forms of payment, but we do accept Visa, MasterCard, American Express, Discover, PayPal, Amazon Pay, Visa Pay, Apple Pay, and Rocky Mountain Online Credit. 

Do you charge sales tax? 

We currently collect sales tax for orders shipped to Georgia. Sales tax is assessed on all taxable items shipped to Georgia. If you are a resident of another state, you may owe tax on your purchase and are responsible for reporting and paying those taxes to your state's taxing authority. 

How do I check my Order Status? 

Once you have submitted your order, a confirmation email will be sent to the email address associated with your account. Orders generally take 1 business day for processing and may be subject to payment verification. 

To check the current status of your order or to view your order history: 
  1.  Sign In to your Rocky Mountain account.
  2. Select Completed on your account page.
  3. Scroll down to locate the order you're interested in and click on Order Details. 

How do I track my order? 

You will be sent an order confirmation email once your order has been received. A second shipping confirmation email will be sent once your order has been mailed, and it will include the tracking number for your package.  You may click the link to the tracking number to track your order. 

Can I modify or cancel my order after it has been placed? 

Here at Rocky Mountain, we work hard to process your order as quickly as possible. We recommend thoroughly reviewing all information prior to submitting your order. 

If your order is in an awaiting packaging status, we may be able to make modifications, shipping changes. or cancel your order. Please call us immediately at 404-252-72638 if you require a change. 

Once an order has been processed, we are unable to change the contents of your order. However, shipping changes may still be made via phone at 404-252-7263. 

Once an order has been shipped, we are unable to change the contents of your package, the method of shipping, or address changes. 

I'm missing a product from my order, what do I do?

We may have shipped your order in separate packages so please check your email to see if any of your items will be arriving separately. You will receive a separate shipping confirmation for each package sent. If an item is missing, please contact our Customer Care team at 404-252-7263 for further assistance.

Do you accept international credit cards?

At this time we accept Visa, MasterCard, American Express, Discover, PayPal, Amazon Pay, Visa Pay, Apple Pay, and Rocky Mountain Online Credit.

How do I get a promo code?

We offer many promotional codes on our Facebook, Instagram and Twitter pages. Like, follow, and sign up now to be the first to know about our sales and promotions!

What if the item I want is Out of Stock?

See something you like that's sold out? Give us a call at 404-252-7263 and we can see if there is more on the way!

What happens if my order is undeliverable?

We want to sort out any issues with your order right away! If you would like to reship or cancel an order that has been returned to us, please contact our Customer Care team at 404-252-7263 for assistance.
  

Shipping Information  

When will my order ship?

Orders are typically processed and shipped within 24 hours. Expedited orders placed before 2:00 PM EST (11:00 AM PST) will be shipped the same day. Weekends and holidays are excluded from processing and shipping times, so please account for non-business days when choosing your shipping method. You will receive an email with tracking information when your order has been shipped.

What do you charge for shipping?

Standard shipping is a flat rate of $5.95, and orders over $75 shipped within the Continental United States qualify for Free Standard Shipping. Orders shipped via Standard Shipping are typically shipped within 24 hours and arrive in 2 to 5 business days. Delivery days are Monday through Friday, and orders will not be delivered on Saturday, Sunday or Holidays.

Do you offer expedited shipping?

Yes! We offer Expedited Shipping options! Expedited Shipping is only valid for orders shipped within the Continental United States. Please contact us if you would like expedited shipping for Alaska or Hawaii.

3 Day Shipping

All 3 Day Shipping orders confirmed before 2:00 PM PST (11:00 PM PST) will be processed and shipped the same day, pending credit card verification. Orders placed after 2:00 PM EST (11:00 AM PST) will be processed and shipped the following business day. Orders placed on Friday after 2:00 PM EST (11:00 AM PM PST) will be shipped on the following Monday (excluding holidays).

2 Day Shipping

All 2nd Day Air orders confirmed before 2:00 PM EST (11:00 AM PST) will be processed and shipped the same day, pending credit card verification. Orders placed after 2:00 PM EST (11:00 AM PST) will be processed and shipped the following business day. Orders placed on Friday after 2:00 PM EST (11:00 AM PST) will be shipped on the following Monday (excluding holidays).

Overnight Shipping

All Overnight orders confirmed before 2:00 PM EST (11:00 AM PST) will be processed and shipped the same day, pending credit card verification. Orders placed after 2:00 PM EST (11:00 AM PST) will be processed and shipped the following business day. Orders placed on Friday after 2:00 PM EST (11:00 AM PST) will be shipped on the following Monday (excluding holidays).

How long will my order take to arrive?

Orders are typically shipped within 24 hours, and Standard Shipping orders arrive in 2 to 5 business days. You will be emailed a tracking number once your order has been shipped to track your package. For orders shipped outside of the continental United States please allow 8-21 business days for delivery.

Expedited orders will arrive within the number of business days designated by your shipping selection. To determine shipping days, begin with the first business day after your order is shipped. Orders placed before 2:00 PM EST (11:00 AM PST) will be shipped out the same day. Orders placed after 2:00 PM EST (11:00 AM PST) will be processed and shipped the following day.

For example, a 3 Day Shipping order placed on Monday after 2:00 PM EST (11:00 AM PST) will be processed and shipped out on Tuesday. Wednesday will be the first day of shipping, and it will arrive on the third day, Friday. If you have any questions, please call us at 404-252-7263.

Do you ship to P.O. Boxes or Military APO/FPO addresses?

We ship to APO/FPO and PO Boxes with standard shipping for $5.95. Delivery time to APO/FPO and PO Boxes varies and is generally longer than our standard 4-10 business day Ground Shipping. Please contact our customer service department at 404-252-7263 or info@shoprockymountain.com with your request, and they will be able to assist you in placing your order.

How can I track my order?

Once your order has shipped, you will be emailed a tracking number. Tracking will be available the day after your order is shipped out. You may track you order directly at the carriers website or by clicking the tracking number link in the e-mail you received upon shipment.

What are the shipping charges for using the Prepaid Return Label?

We offer automated Prepaid Return Shipping Labels if you use our Return Portal within 10 days of receiving your order. If any items are returned after 10 days of receipt, you will need to contact us to receive a return label. The cost of the return label for all clothing, after ski boots and accessories is a flat $9.  The cost of the return label for all hard goods (helmets, bags, etc.) will be a flat $15. The cost of the return shipping label will be deducted from your final refund amount.  You may also ship back the return with an insured and traceable shipping carrier of your choice. We recommend obtaining a receipt for all shipments and keeping it for your records. We can not provide a return label for Hawaii and Alaska.

To save on shipping, time, and packaging materials, you can return items from multiple orders in one package as long as you include the corresponding order numbers for each item inside the package.

How do I change my shipping address once my order is placed?

If you have entered an incorrect shipping address, please call us as soon as possible at 404-252-7263 so that we can correct your address. We are unable to make address changes once an order has already shipped.

What happens if I refuse a package or it is undeliverable?

We want to sort out any issues with your order right away! If you would like to reship or cancel an order that has been returned to us, please contact our Customer Care team at info@shoprockymountain.com or call us at 404-252-7263.

 

Returns & Exchanges  

Do you offer free return shipping?

At Rocky Mountain Ski and Board returns are easy! We encourage you to utilize our Return Portal, to receive a flat return shipping rate of $9 for all clothing, after ski boots and accessories, or $15 for all hard goods (helmet, bags, etc.). The return shipping fee will be deducted from your final return amount.

What is your Return & Exchange Policy?

• We accept returns and exchanges postmarked within 10 days of the delivery date.

• Refunds are issued to your original payment method or in the form of online credit. Refunds cannot be returned to alternate cards or different forms of payment.
• If you choose to be refunded in Rocky Mountain Online Credit, you will receive an additional $5 in Rocky Mountain Online Credit once your refund has been processed! This does not apply to late returns or orders that any online credit was applied to. Limited to one bonus credit per order.
• Returns must be received in new condition; unworn, unwashed, with tags intact. Items returned with obvious use, makeup, animal hair, dander, deodorant, perfume, or similar product stains may be subject to refusal.
• Final Sale items cannot be returned, refunded or exchanged.
• Gift cards cannot be returned or refunded.
• Accessories under $25 are returnable but not exchangeable.
• Original shipping charges are non-refundable.

How do I make a return?

To return your item(s), follow the steps below:

If you checked out as a guest, Click Here to initiate your return and print the Return label.

If you have an account with us:
1. Sign In to your account.
2. Select Completed Orders.
3. Scroll down to locate the order which contains the item(s) you wish to return, then select Return Item(s).
4. Complete the Return Request form and Submit the Return Request.
5. Include a copy of your invoice with the return.
6. Follow the link on the following page to access your Pre-paid Return Label.
7. Mail it off; we'll do the rest!

You can also return items via an insured mail service of your choice to:

Rocky Mountain Returns
5323 Roswell Road NE
Sandy Springs, GA 30342
USA


We recommend shipping with insurance and keeping your shipping receipts until your return is processed. Rocky Mountain is not responsible for missing, damaged, or lost packages in transit.

How do I make an exchange?

1. Call us at 404-252-7263.
2. Our customer service representatives will create a new order for the new item you would like to receive in exchange. You are charged for the cost of the merchandise, and shipping where applicable.
3. Return the item(s) you would like to exchange by following the next steps.
4. Sign in to your account, then select Complete from the list.
5. Scroll down to locate the order which contains the item(s) you wish to return, then select Return Item(s).
6. Complete the Return Request form and Submit the Return Request.
7. Include a copy of your invoice with the return.
8. Follow the link on the following page to access your Pre-paid Return Label.

You can also return items via an insured mail service of your choice to:

Rocky Mountain Returns
5323 Roswell Road NE
Sandy Springs, GA 30342
USA

We recommend shipping with insurance and keeping your shipping receipts until your return is processed. Lulus.com is not responsible for missing, damaged, or packages lost in transit.

No waiting! Your new items will be processed and shipped out promptly after contacting customer service. When your return is received and processed, we'll email you a refund notification.

Do I have to pay for my exchange now?

To make exchanges fast and easy, we create a new order for the exchange item you'd like to receive. When the order is created, you are asked to provide a method of payment that will be charged at that time. After the order is paid for, it will be processed and shipped out promptly. When we receive your return, you will be refunded for your original item(s).

How long do I have to make a return or exchange?

Returns & exchanges are accepted within 10 days of receiving your order.

Can I send back items from different orders?

Absolutely! To save on time and shipping you can return multiple items within one return. We just ask that you include the corresponding order numbers for reference. You can do this by including a copy of the invoice for each item in your package.

How do I get a Return Label?

Once you complete and submit the Return Request Online, you will be redirected to a page that will provide you with a link and final instructions on creating a return label. You can also print a Return Label by visiting our Returns Portal. In your Return Requests, you will see the status of your return requests.

Our prepaid return labels are only for use in the United States. International returns are responsible for return shipping. We recommend shipping with insurance and keeping your shipping receipts until your return is processed. If Rocky Mountain return labels are used outside of the United States they will incur additional charges that will be the responsibility of the sender.

What if my package was refused or was undeliverable?

We want to sort out any issues with your order right away! If you would like to reship or cancel an order that has been returned to us, please contact our Customer Care team at 404-252-7263 for assistance.

Can I exchange more than once on an order?

Yes! We offer Free Ground Shipping on the first exchange of any order. After that, each exchange is subject to additional shipping costs.

How long will it take to get my refund?

Please allow 3-5 business days for your return to be processed once it reaches our facility. We will send you a confirmation email once your refund has been issued. We won't leave you hanging!
  

Account Help  

How Do I create an account?

  1. Click the link Create an account at the top right of our website.
  2. You will be taken to our create an account page.
  3. Fill out the form completely.
  4. Click the Create My Account button when completed.
  5. Check your email for a confirmation of your account creation.

What if I forgot my password?

No problem! Click here to verify your account and create a new password.

How do I change my account password?

If you would like to change your account password, follow these steps:

  1. Sign In to your account.
  2. Click on My Account at the top of the page.
  3. Click on Your Account Details on the Account homepage.
  4. Fill in the fields and click Update My Details.

How do I make changes to my account information or email address?

If you would like to change any of your Rocky Mountain account information, including name, email address, and/or telephone number, follow these steps:

  1. Sign In to your account.
  2. Click on My Account at the top of the page.
  3. Click on Your Account Details on the Account homepage.
  4. Fill in the fields you would like to change and click Update My Details.

I can't sign in to my account!  What do I do?

Sign in error is often due to a typo in either your email address or password when you originally created your account. Please contact us via email at info@shoprockymountain.com or by phone at 404-252-7263, and we will search for your account using other information to correct this problem. Passwords are case sensitive, so make sure you have correctly typed in your password. If you have forgotten your password, please click the Forgot Password link in the Sign In box and we will send you a new password. You can change this password later under the Account Details within your account.