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
Most questions can be answered in the below FAQ, though we are always happy to speak to our customers. If you prefer to speak to someone with your specific question or concern, you can find our contact information below.
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.
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.
Once you place your order we will process it ASAP. Once the warehouse has received your order, please allow 2 to 3 business days for them to process the order. Once your order has shipped, you will receive tracking information to the email linked to your order.
Currently, all orders are subject to a 2-3 business day processing period, regardless of shipping method.
If you placed your order with your sitkagear.com account, you are able to track your package through the order history tab in your account. If you checked out as a guest, you will be sent an email with tracking information once your order ships.
If there are delays with your shipment, please contact the shipping provider. If you need assistance resolving the issue, please contact us at 877-748-5274 and we will do our best to help.
The first step is to check with the members of your household and close neighbors. If your package still isn’t turning up, the next step is to contact the local courier who dropped off the package. They will have the most up-to-date information for you.
If you are still unable to find your package, please file a claim with the shipping provider (links below). From there, call us once the claim investigation is completed and we will work to resolve the issue as fast as possible.
UPS - https://www.ups.com/us/en/help-center/claims-support.page
FedEx - https://www.fedex.com/apps/onlineclaims/?locale=en_US
We do not currently backorder items. However, many of our dealers may have the item you're looking for. You can find a dealer near you at https://www.sitkagear.com/retail-locator.
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
You can find a detailed explanation of our three fit styles in the link below. Many of our individual product pages also have a SIZING GUIDE link under the product description.
https://www.sitkagear.com/fit-guide
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.