FAQ
Borderline Outdoor ships free in Canada on orders over $149, offers same-day pickup at three Ontario stores for items in stock there, and takes returns within 14 days at any store. At Richmond Hill and Ottawa, bindings are mounted free with any skis or snowboard you buy from us, and boot fitting is free with boots. Answers to the rest are below.
On this page
Jump to: Shipping · Store pickup · Returns · Warranty · Pre-orders · Mounting · Waxing and tuning · Boot fitting · Sizing · Goggle lenses · Gee Snowboards · Contact
Shipping
How much is shipping?
Standard shipping is free in Canada on orders over $149. Under $149, the rate depends on the weight of the order and your province, and checkout shows it before you pay. Express shipping is available at checkout.
Do skis and snowboards ship free?
Most do, on orders over $149. A few oversized boxes going outside Ontario and Quebec carry a flat $30 charge. Checkout always shows the exact cost.
How long does delivery take?
Orders are processed within 1–3 business days. After shipping, standard delivery usually takes 1–3 business days in Ontario, 2–4 in Quebec, 4–8 in Western Canada and 7–14 in the Territories. Checkout shows the estimate for your address.
Do you ship to the United States?
Yes. Rates are calculated at checkout. Orders shipped outside Canada may owe import duties and taxes, which are not included in the price.
How do I track my order?
When your order ships, you get an email with the tracking number and a link to follow the parcel.
Full details: Shipping policy.
Store pickup
How does store pickup work?
Choose Pick up in store at checkout and pick Richmond Hill, Newmarket or Ottawa. Items in stock at the store you choose are ready the same day, during store hours, and we email you when the order is ready. Pickup is free.
What if my store does not have it?
Each product page shows stock at all three stores. Pickup is offered only at a store that has your items in stock, so choose one that does, or have the order shipped.
What do I bring?
Your order number or the ready-for-pickup email. Newmarket is open Friday to Sunday, so plan Newmarket pickups for those days.
Returns and exchanges
What is your return policy?
You can return or exchange eligible items within 14 days at any of our three stores. For online orders, the 14 days start when you receive the order; in store, they start on the purchase date. Items must be unused, with tags, packaging and all parts.
Who pays return shipping?
For items sent back by mail, return shipping is free if you added Checkout+ at checkout; otherwise it is yours to pay, unless the item is defective, damaged or wrong.
What cannot be returned?
Items bought at more than 39% off are final sale, unless they have a verified defect. Gear that has been used, installed or set up cannot be returned: for example, skis or a snowboard after bindings are mounted, or boots after the liners are heat-moulded.
How do I return an online order?
Start the return in our returns portal, or bring the item and your order number to any store. Refunds go back to the original payment method within 10 business days after we receive and inspect the item.
Can I exchange for a different size?
Yes. Unused items can be exchanged for another size within 14 days at any of our three stores.
Full details: Return and exchange policy.
Warranty
What warranty does my gear have?
Every product carries its brand’s warranty. The brand sets the terms and the length, which vary from brand to brand. We help you make the claim.
How do I make a warranty claim?
Email support@borderlineoutdoor.com or visit a store with your order number, the purchase date, photos or a short video, and a description of the problem. We check whether it is a defect and send it to the brand, which decides on repair or replacement.
What does a warranty not cover?
Normal wear and tear, misuse, accidents, incorrect setup or installation, and unauthorized modification or repair.
Pre-orders
When do 26/27 pre-orders ship?
Pre-ordered skis, snowboards and bindings ship by November 1, 2026. Pre-ordered boots ship by November 20, 2026. Each product page shows the ship date for that item.
Can I pick up a pre-order in store?
Yes. Choose store pickup at checkout, and we email you when the order is ready at your store.
Can I cancel a pre-order?
Yes, any order can be cancelled before it is fulfilled or handed to the carrier. Email support@borderlineoutdoor.com with your order number.
Binding mounting and set-up
Do you mount bindings?
Yes, at Richmond Hill and Ottawa, the same day. Bindings are mounted free with any skis or snowboard you buy from us. On skis, we set the DIN release value for your height, weight, age, level and boot sole length and check the forward pressure against your boots. On snowboards, we set your stance width and angles. Newmarket does not mount bindings for now.
Can I order online and have them mounted?
Yes, with store pickup at Richmond Hill or Ottawa when they are in stock there: bring your boots when you collect them, or buy boots in the same order, and we mount and set the bindings the same day. Orders shipped to you are mounted only when the boots are in the same order; without boots, the skis or board ship unmounted.
Waxing and tuning
Do you wax and tune skis and snowboards?
Yes, at Richmond Hill and Ottawa: machine and hand hot waxes, side edge sharpening, edge rust removal and deburring, and base repairs. Base grinds and full edge tunes are done at Richmond Hill only. Newmarket does not offer workshop services for now. Call the store for prices. All services.
Boot fitting
Is boot fitting free?
Yes. Boot fitting is free with ski or snowboard boots you buy from us, at Richmond Hill and Ottawa. A fitter measures your feet, checks the shell, heat-moulds the liner where the boot allows it and matches the boot to your bindings. How boot fitting works.
Sizing help
How do I find my size?
Use our three fit tools: Find my length for skis and snowboards, Find my boot size for Mondo sizing, and Find my helmet size. All charts, including kids’ sizes, are on our size charts page, and our buying guides explain each one.
Goggle lenses
How do I swap a goggle lens?
It depends on the frame. Magnetic lenses come off once you release the magnets or the latch. Clip-in lenses come out by gently flexing the frame and unhooking the lens edge, starting at the nose. Hold the lens by its edges and never wipe the inside while it is wet. Bring your goggles to any store and we will show you.
Which spare lens should I carry?
Carry one lens for flat light and snow, with a VLT above about 40%, and one for sun, with a VLT under about 20%. Our goggle fit and lens guide explains VLT.
Gee Snowboards
Can I buy Gee Snowboards online?
Yes. Gee Snowboards boards and accessories are sold on our website and in our stores. Shop Gee Snowboards.
Contact
Email support@borderlineoutdoor.com or call 416-835-6486. To reach a store directly: Richmond Hill 416-800-9053, Newmarket 416-800-8374, Ottawa 613-800-4764. Contact us.