SITKA Gear Customer Service
Call or email us
CUSTOMER SERVICE HOURS:
Mon-Fri 7am - 5pm MST
PHONE:
877-748-5247 (877-SITKA-GR)
EMAIL:
customerservice@sitkagear.com
We strongly encourage you select an expedited shipping option as standard ground shipping is currently experiencing significant delays. Please allow up to 3 business days for your order to be processed. Processing time does not include shipment transit time with carrier.
When you place an order through our website, an authorization charge will immediately hit your account. An authorization charge is not a final charge on your account, but rather a holding charge that confirms you have sufficient funds in your account to pay for the order. The final charge will be charged to your account once your order ships, at which point the authorization charge should dissolve. If the authorization charge does not dissolve after the final charge hits, don’t panic; authorization charges automatically dissolve after 7 days.
We aim to process and ship your order as quickly as possible. Once your order is processing, we are unable to make any edits or adjustments. This includes ordered items and shipping address.
As fast as we can, however due to COVID-19 precautions, current order processing may take longer. We are following the safety and health guidelines of the CDC and our 1st priority is always to keep our warehouse team safe and healthy.
During peak times our processing times can take up to 5 business days from the time you place your order. Orders placed after 2pm CT on Fridays or over the weekend will begin processing the following Monday.
We ship all US orders out of our Memphis, TN warehouse using FedEx/UPS. As soon as your order leaves our location, an email confirmation will be sent to you with a link to your tracking number. FedEx/UPS does not deliver to P.O. Boxes or Military APO/FPO addresses. Please use an alternate shipping address. SITKA Gear cannot guarantee delivery times once it leaves our warehouse. Delays are possible with the carrier during transit.
Ground Shipping: Orders placed before 2pm CT should ship withing 3 business days. Orders are not processed on weekends, meaning that any order on a Friday after 2pm CT will begin processing on Monday. SITKA Gear cannot guarantee delivery times once it leaves our warehouse. Transit times range from 2-10 days based on your location. Alaska and Hawaii may experience longer shipping times.
2-Day: Orders placed before 2pm CT should ship within 3 business days. Orders are not processed on weekends, meaning that any order on a Friday after 2pm CT will begin processing on Monday. Expedited shipments to Alaska and Hawaii are not guaranteed to arrive in 2 transit days.
Overnight: Orders placed before 2pm CT should ship within 3 business days. Orders are not processed on weekends, meaning that any order on a Friday after 2pm CT will begin processing on Monday. Expedited shipments to Alaska and Hawaii are not guaranteed to arrive in 1 transit day.
SITKA Gear collects sales tax for all US shipments going to an address with local sales tax.
Occasionally we will ship orders in multiple shipments. You will receive a unique tracking code for each shipment but only one shipping fee is charged per order.
When an order ships, SITKA Gear will send a tracking email providing the whereabouts of your delivery. Please be sure to check your email (spam folder too) for a delivery notice with tracking information. If you created an account for checkout you can also check your order status via the website.
We strongly suggest asking your carrier as to where exactly they placed the package. You can also ask your surrounding neighbors. In most cases the package is usually found, but you may have to file a claim with the carrier.
Yes, we do! For Canadian orders the recipient is responsible for payment of applicable duties, taxes and other fees imposed by the Canadian government. Please contact your customs office for information on duties, taxes and restricted items.
We only ship to the US and Canada.
Gear must be returned within 60 days of the original purchase date. Please go to www.sitkagear.com/returns and fill out the form to create a Return Authorization.
If you checked out with your sitkagear.com account, make sure you are logged in prior to going to the above link. Once you have done this, it will populate all of your orders in the last 60 days that are eligible for return or exchange.
If you checked out as a guest, you will need both the Web Order Number from your original sales confirmation email and the email address tied to the order.
**Make sure to keep your tracking number until your RA is complete**
Please keep in mind that during peak seasons returns and exchanges can take up to 3 weeks to complete once we receive your product.
Once you have completed the Return Authorization process outlined above, you will be given the Return/Exchange shipping address. Please do not send any returns or exchanges to our Bozeman office unless instructed to do so by our Customer Service team.
If you are looking to exchange a SITKA Gear product that was not purchased directly from us or you received as a gift, you may do so as long as the product was purchased from an authorized SITKA Gear retailer and is in new condition with all tags still attached.
Exchanges may only be made for the same product in a different size or color. Exchanges are subject to product availability.
Upon receipt of your exchange item, if it is determined that the garment does NOT meet the standards; such as discontinued item, used and/or dirty, tags are removed, the item will be returned to you.
You may only submit a product for a refund if purchased from SITKAgear.com.
Our new System Builder, linked below, is a great way to walk through different gear for different engagements. https://www.sitkagear.com/system-builder
You can find washing and care instructions for your product in the Care Guide linked below.
https://www.sitkagear.com/care
P/F - PERFORMANCE FIT
Designed for minimal layering. Whether an early season piece or already insulated this garment fits to prevent inefficiencies in heat retention caused by dead space.
S/F - STANDARD FIT
Designed to accommodate layering for more versatility from early to late season climates.
E/F - EXPEDITION FIT
Designed for maximum layering in the worst conditions. Cut roomier to accommodate additional layering underneath.
If a product is out of stock, simply enter your email address in the notification box after you select the product and size/color you would like to purchase. Once that product is available, you will receive a notification email. You can also check with local dealers in your area.
Please go to www.sitkagear.com/delta-wader-warranty-service and look for Service/Non-Warranty options.
Repairing gear is part of the life cycle of your garment. If you happen to get a tear or puncture in the field, do not be afraid to make a self-repair. During peak seasons our warranties and repairs can take up to 6 weeks. Using a patch (we can send you one as they’re available) or sewing up your own garment (if it’s not GORE-TEX) is always a viable option to keep your season going a little longer.
Although SITKA Gear is of high quality and durability, things do happen and our warranty is there for these occasions. Please go to the website listed below, and follow the steps provided to complete your warranty/repair.
http://www.sitkagear.com/warranties
Once you have completed your RA, you will receive a prepaid label via a FedEx email. Please note all damaged products will be evaluated once in hand, and will be repaired, replaced, or returned to the customer at our discretion. You will receive an email confirmation once your damaged gear has been repaired or replaced.
***By United States law, garments sent in for repair or replacement must be CLEAN; you must wash used garments before mailing. Dirty garments will be returned without a resolution of your claim.***
Please visit www.sitkagear.com/delta-wader-warranty-service for more information. Wader warranty and repair takes longer than our other items due to the inspection process involved.
To see if you qualify for our pro program please shoot us an email at prodeal@sitkagear.com and we will process your request in a timely manner.
OR
If your account has expired, you can reapply for the program at www.sitkagear.com/proform. It may take 7 to 10 business days for us to evaluate your application and get back to you. Please attach any applicable documentation for proof of status.
Please go to the top right of the website where you will see MY ACCOUNT. If you click on that and then select forgot username or password it will assist you in recovering your information. If issues still persist please give us a call at 877-748-5247.
We do not currently offer gift cards.
Give us a call at 877-748-5247 to place your order over the phone. Please create an account on https://www.sitkagear.com/customer/signup before you call.
You can find your closest dealer by going to https://www.sitkagear.com/retail-locator. Please make sure to call the dealer first to ensure they have the product you are looking for in stock.
The price presented on our site is always USD.
SITKA Gear is not responsible for additional charges accrued on international shipments, such as but not limited to, Duties and Taxes. All warranties sent into Canada will be sent Duties Paid. Exchanges are NOT sent Duties Paid however you can apply for a refund through https://www.cbsa-asfc.gc.ca/import/courier/crp-prio-eng.html.