FAQ

COMPANY

Do you have a list of stores that carry Salewa?
You can visit our Store Locator page to find a complete list of all Authorized Retailers in the U.S. that sell Salewa products.
You can find the complete list “here.”

How can I apply for a job or internship?
You can visit our "Careers" which will re-direct you to the OberAlp website where you can find all the open positions at SALEWA, as well as all the other brands owned and distributed by the Oberalp group.

As a corporation, how is SALEWA environmentally and socially responsible?
The mountains are a place where we play, where we breathe and a place where we feel at home. You can find all the information about what we do as a company to be Environmentally and Sustainably friendly in the CSR section of our website.

DELIVERY

Can I change the delivery address of my order?
After the carrier has taken your order out for delivery, we cannot change the delivery address.
You can change the address and delivery time at any point during your order process by registering with MYUPSCHOICE, which is directly with UPS.

Where can I find the information on the delivery?
After your order is placed, we will send you a confirmation email that will contain your orders tracking number. By entering the email that was used to place your order and your tracking number, you can track your orders status “here.”  
If you are a registered user, you will find the entire history of your orders and their delivery statuses when you log in.

Who can I contact if I have problems with my account?
If you have problems with your account, write to us using our form on the “Contact Us” page.

Can I cancel my order?
At this time you cannot cancel an order after it has been submitted. If under rare circumstances when there is an inventory shortage, the customer will be contacted via phone and be given the choice of cancelling the order or purchasing another product.

Where do I enter my voucher or discount code?
Once you are ready to check out and are viewing your cart, you should see a box that says "Voucher Code," enter your code here. If your voucher or discount code does not apply to your shopping cart, try checking that the promotional code is valid and that the terms of use do not state that it cannot be used in conjunction with other ongoing promotions. If you continue to have problems, do not hesitate to contact us using our form on the “Contact Us” page.

How can I check the details of my order?
You can check the details of your order in your "Order History" section when you're logged into your account, as well as in the order confirmation email. If you need other information that is not stated in either your account or your confirmation email, please contact us here.

What payment methods are accepted?
You can pay for your products with Visa or Mastercard, or Paypal.

Can I get an invoice for the purchased goods?
Active Salewa dealers should make their purchases via the B2B site, and by doing so will receive an invoice. For any invoicing questions, please contact your dealer support rep.

Is the receipt sent with the goods?
You will receive a payment receipt via email after the goods are shipped.

OTHER

Who can I report errors or send feedback to on the website?
You can submit your opinions directly from every webpage that has the yellow feedback button on the right-hand side. Simply click on the button, rate our website and tell us more about the experience you had. If you have additional information you'd like to send us, please fill out our Contact Us page.

Who can I send my idea to for a new mountain-use product?
If you think your product has what it takes to join the Salewa product family, we want to hear about it! Please use the form on the Contact Us page to send us a note telling us a little more about the product, what its intended use would be and anything else you'd like to share with us.

What can I do if I believe that I may have purchased a counterfeit product or visited a fake website?
If you have doubts regarding the originality of a SALEWA product or an authorized website, please send us photos and links using the form on the “Contact Us” page. 
Remember to always check that you are purchasing SALEWA products only from Authorized Stores, you can find a list “here.”

What is the "Foreign Transaction Fee Discount" I'm seeing on my order?
We thought we had everything figured out for a smooth opening of our U.S. Salewa.com web shop, but we missed a step.  For a few weeks, there is a possibility that you will be charged a foreign transaction fee from your credit card company after placing an order on www.salewa.com/en-us/.  We have proactively discounted your entire order by 2% to make up for the potential charge you may see on your credit card statement after making a purchase.  Thanks for your understanding and contact us if you have any questions at info@salewa.us. 

Why am I seeing multiple tax charges on my checkout page?

Depending on what state you live in, you may see multiple tax rates/charges on your order. Some states charge a tax percent on shipping, as well as the product/s you're ordering. Please note, if you're also using a coupon code on your order, you may also see a negative tax amount as a line item as well.

PRODUCT

Where can I find technical product information?
The product pages contain technical information that can be found when you're on the "Description" tab. For select products, there are documents with additional information that are available for download on the product pages. If you should need additional information about the product you'd like to purchase, please “Contact Us”. 

Where can I find the information on the sizes?
All the information on our sizes and how to find the perfect size for you can be found on both the product page by clicking on “See Size Tables” or on the dedicated “Size Table” page.
If you are purchasing shoes, you can find a Shoe Size symbol that will help you complete your selection.

Where can I find information and advice on using the product?
Every SALEWA product is conceived and designed expressly for specific activities and uses. You can find this information on the product page, in the description of its features, or in the “Recommended Place/Use” section, again on the product page.

Where can I find information on product care and cleaning?
You can find the product care and cleaning information right on the product page, in the “Care Instructions” section, or in the “Technologies” section of our website. Please click on the technology page corresponding to your product and you will find all the information you need for its proper use and cleaning.

Where can I find the product I am looking for?
You will find our SALEWA stores and the list of authorized retailers on the “Store Locator” page.
We are unable to give you the up-to-date availability of their stocks, but we have included the phone numbers for every store and you can call them personally for any requirement you may have.

How can I find out when the product will become available again?
If a product is unavailable on the website, you can ask us when it will become available again on the same product page, by filling in the form where you will be asked to enter your email address. You will be notified by email when it becomes available again.

Where can I find spare parts and accessories for my product?
Write to us directly using the form on the “Contact Us” page to request spare parts or accessories. If you are in need of tent poles, please send us:
- Diameter of both ends (they may have different dimensions);
- Length;
- Color;
- Material (aluminium, fibreglass).
*Please note we are unable to ship shoe-laces.

How can I know which products are compatible? For example: a jacket and an internal fleece.
The description on the product page specifies whether the product is compatible with our other products.
If you are unsure whether or not a product you currently have is compatible with another, please forward your request to us, including the name and product code of all items, using our contact form on the “Contact Us” page.

Do you ship or sell replacement shoe laces?
At this time, we do not ship or sell any replacement shoe laces.

REGISTRATION

How can I create an account for SALEWA.com?
To register, go to the “My Account” page and follow the instructions provided.

What are the benefits of registering?
By creating a profile you will get the following benefits:
• Access to all the dedicated promotions
• Easy management of your orders
• Quicker checkout

What are the benefits of registering my product?
Registering your new SALEWA product is quick and easy and it extends the warranty up to 3 years!

How can I change my account settings?
Access your account and click on the “Change My Address” or “Change My Data” buttons.

RETURNS

Can I exchange my product?
At this time, we do not offer the option to exchange products. Therefore, you have to follow the Returns Procedure Steps in order to receive a refund. You will then have to place a new order.

What are the conditions for returns?
Returned products must be in the same condition in which they were received: intact and unused (including labels and the original packaging). For more information, please refer to the “Returns” section.

How can I get the refund after making the return?
After we have received the product and assured that it meets our returned product guidelines, (See “Returns” page for additional information.) the amount paid, less shipping will be credited to the original payment method within 5 days of receipt of the returned product to our warehouse.

Who can I contact if I have other doubts or questions about returns?
If you have not found the information you need, send us your question using the form on the “Contact Us” page and we will be happy to help you.

SPONSORSHIP

What criteria do you take into account when sponsoring people and athletes?
We are interested and open to working with those who share our passions and values, and who are interested in our brand.
Before sending us your collaboration request, please bear in mind some simple rules that we follow in activating the collaboration process.
SALEWA will only consider requests that include at least one of the following:
- mountains and all-season mountain activities;
- photographers and filmmakers with a marked inclination to photograph mountain landscapes, and especially people who go in for direct activity;
- influencers and athletes active in the mountains and in the core mountain sports of the SALEWA brand

What criteria do you consider for the sponsorship of events?
We will consider collaboration for events that revolve around the mountains and mountain-related physical and sports activities. By company policy we cannot consider events outside mountain activities.

WARRANTY

What cases does the warranty cover?
SALEWA products are covered by a two-year warranty (unless you have registered your products, they are covered by a three-year warranty)starting from the date of purchase, against material, manufacturing and quality defects. If the item is defective, damaged or different from the one ordered, you may submit a request for return under warranty. In order for the warranty to apply, the return must be accompanied by the original receipt of sale or by a valid proof of purchase. You can find more information on the Warranty” page.

Can I extend the warranty?
You can extend the warranty of your product to 3 years by registering it on the “Register Your Product” page or directly from your profile.

How does return under warranty work for the product purchased on salewa.com?
If you think the product is defective, you must follow this procedure:
- go to the Contact us/Returns area - select the “Warranty Procedure Application” item from the “Category” menu
- fill in and send the form

How does return under warranty work for the product NOT purchased on salewa.com, but instead from an authorized dealer?
The product must be returned to the store or SALEWA dealer where you made the purchase with a valid receipt or any other proof of purchase. The store staff will provide you with guidelines for their return procedure.
If you completed your purchase on salewa.com you must make the return directly on our website by following these steps:

- Visit our Returns page
- Select the “Warranty Procedure Application” item from the “Category” menu
- Fill in and send the form

What can I do if there is a product quality problem?
If your SALEWA product is received and does not align with what is described on the product page (e.g. the product received is made of a material other than what is specified), or it is defective or damaged due to a production or manufacturing defect, SALEWA may decide to repair the products with production defects free of charge, replace the item if still available or issue a refund if the product is no longer available.

What do I do if there is a difference between the product I purchased on salewa.com and the one I received?
If your SALEWA product is not what you purchased, or is made of something different that what is described on the product page (e.g. the product received is made of a material other than what is specified), you can submit a request for return under warranty. You can find more information on the “Warranty” page.

Where can I have the product purchased on salewa.com repaired?
Please contact our Customer Support team at info@salewa.us or call 1-303-444-0466

I purchased a SALEWA product while on vacation and I need to return it, who can I contact to get this resolved?
If you make a purchase while on vacation and it is not possible to go back to the store where the purchase was originally made, you can contact us directly using the form on the “Contact Us” page. We will try and find an alternative location for you to return your product to.