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Frequently Asked Questions

FAQ

Frequently Asked Questions

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Frequently Asked Questions

How do I know what size SCARPA shoes I should order?minus sign

Finding the proper fit for your SCARPA performance footwear is critically important. Improper sizing of your footwear can lead to hotspots, blisters or worse. Most of our SCARPA footwear is based upon the Euro (Continental) size scale, where one whole Euro size equals 6.6mm. Compared to the standard US size scale, where one whole size equals 8.46mm, the Euro size scale offers smaller increments between each size, so that you can find a more precise fit. SCARPA ski boots are based upon the Mondopoint size scale, which is a millimeter measurement. You can click on our size chart here/below for a more detailed explanation, conversion chart and sizing recommendations.

How can I find the nearest SCARPA dealer?minus sign

Please go to our Dealer Locator to find the nearest authorized SCARPA retailer.

Can I purchase SCARPA replacement laces or other accessories?minus sign

Yes! We offer several different laces and lengths to choose from that are made by the original manufacturer. You can check out availability here.

What countries do you ship to?minus sign

We ship products to North and Central America. If you are outside of these areas, please go to www.scarpa.net and click on “Punti Vendita / Selling Points” to find a retailer in your area.

Can I place an order and pick it up at the Boulder, CO office location?minus sign

Yes. Please select “Customer Pick-up” in the shipping address field and our office address will be filled in automatically. We will send you an e-mail when your order is ready to be picked up.

Can I purchase SCARPA or Roffefella ski product parts and accessories?minus sign

Yes! We offer many replacement and repair parts to choose from that are made by the original manufacturer. You can check out availability here.

Why Can't I find New Jersey on the Ship To options?minus sign

Unfortunately, due to terms and conditions in the state of New Jersey, we are unable to sell directly into the state. Check out this list of great online retailers who can help you get what you need shipped directly to New Jersey.

How can I receive the latest information about SCARPA and its products?minus sign

To receive the latest information on SCARPA and our products, please subscribe to our newsletter by entering your email address in the appropriate field at the bottom of our home page or by clicking here.

How can I receive the latest information about SCARPA and its products?minus sign

To receive the latest information on SCARPA and our products, please subscribe to our newsletter by entering your email address in the appropriate field at the bottom of our home page or by clicking here.

How can I unsubscribe from the SCARPA Newsletter?minus sign

To unsubscribe from the Newsletter, simply click on the unsubscribe link at the bottom of the Newsletter.

Warranty & Returns

Can I return or exchange my recently purchased SCARPA product?minus sign

If you are a retail customer, you can return your SCARPA or Rottefella product within 60 days of purchase as long as it is in new, unused condition. You will need to log into your account, or if you did not create an account at the time of purchase, you will need to create one before you can request a Return Merchandise Authorization (RMA). Once you are logged in you will see what products are eligible for return. Select the product(s) you wish to return, and follow the instructions for sending the product back to SCARPA N.A. If you need a different size, please re-order the size you need via the site and we’ll credit you when we’ve received and processed your return. There are no returns eligible for Pro or EP customers.

What do I do if I think I have a warranty issue or my SCARPA or Rottefella product needs to be serviced?minus sign

All SCARPA and Rottefella products are warranted to the original buyer for 1 year from the time of purchase. If you think you have a warranty situation, or you have a product that needs to be repaired or serviced, please go to our Product Service page to fill out the Product Service Request form and follow the provided instructions. SCARPA will evaluate your request once it arrives, and update you once we have a determination or repair estimate.

There seems to be a problem with my product, what should I do?minus sign

If you believe that there is a problem with your product you can use your free return shipping label included in the order to return the product for a refund. Make sure to fill out the return form and include it in the box. If you are a PRO consumer, please contact our Customer Service at propurchase@scarpa.com.

How can I return an item bought from scarpa.com?minus sign

Use the return form and shipping label that you received with your package and follow the return procedure. Note that there are no returns accepted on PRO purchases. Products being returned must meet the following conditions: - The products have not been used - The products are returned within 60 days of receipt, - The products are in their original, undamaged packaging. Packages opened with care are not considered damaged. Once you have completed the return form, please enclose it with the product you wish to return. If you return the product in accordance with the SCARPA return procedure, SCARPA will issue a refund within 14 days of receiving the return. Note that depending on your bank's processing time that it could take additional time for this to be reflected in your account. Please contact our Customer Support for further information if needed at customerservice@scarpa.com.

When will I receive my refund?minus sign

SCARPA will issue a refund within 14 days of receiving the return. Your refund will be issued automatically upon processing of the return. Once processed, you should receive your refund within 2-7 business days depending on your bank's processing time.

What should I do if my refund is incorrect?minus sign

If the amount refunded does not match your order and you believe there has been a mistake, please contact our Customer Support at customerservice@scarpa.com.

Can I exchange an item if it is unsuitable?minus sign

Items cannot be exchanged, but may be returned. If the product is returned in accordance with the SCARPA return procedures and meets the refund conditions, you will receive a full refund. Please note, there are no returns on Pro purchases.

How much will it cost me to return a product?minus sign

Returns are free for retail customers and a free return label should be included in your order. If you did not receive a return label or have lost your return label, please contact consumer service at customerservice@scarpa.com.

What should I do if I received the wrong item?minus sign

If you were shipped an incorrect item, please contact our Customer Support by phone at 303-998-2895. We will arrange collection of the incorrect items and ship the correct item as fast as we can.

If I bought my product from scarpa.com, how do I return it if I think I have a warranty issue or need service?minus sign

You will need to have the product assessed by our product services team to determine if your product falls under our warranty guidelines. Please follow this link to start the determination process.

What is the warranty policy for SCARPA products?minus sign

You can read SCARPA’s warranty policy at scarpa.com under "warranty" or by clicking here.

If I bought my product from a SCARPA reseller, how do I return it?minus sign

In most cases we will be able to evaluate the warranty claim, however, depending on where you purchased the product, you may need to return to the retailer in order to file the claim. Please follow this link to start the warranty assessment process through SCARPA directly. To speak to our Product Services team, please contact them at warranty@scarpa.com

How do you define "normal usage"?minus sign

Normal usage of a product is usage as defined in accordance with the instructions given in the user manual supplied with the product. If you have lost your user manual you can download a copy here.

Orders & Delivery

I am still waiting for my order to be delivered. What can I do?minus sign

If your delivery is late, please contact our Customer Service at Customerservice@scarpa.com

Can I have my order sent to another person or to an address other than my billing address?minus sign

Yes, your order will be sent to the person and address you give in the delivery address field. You can associate multiple addresses with your account and have separate delivery and billing addresses.

How can I check that my order has been shipped?minus sign

When your order leaves our warehouse, you will be informed immediately by email. You can also track your order from your account page. (true?)

How do I use the tracking number?minus sign

By using the tracking number you can find out the delivery status of your order from the delivery service. You can find the number by signing in to your account and going to "Your orders", then selecting the relevant order and clicking on "Track my order" on the order information tab. Click "Track package" in the new window that opens, and you will be redirected to the delivery service's website.

What happens if I am out when the delivery service calls?minus sign

We do not require signature for delivery, so the package will be left for you while you are out.

Which delivery service will deliver my order?minus sign

We have 3 service providers for US customers: FedEx, UPS, and USPS. Your package will be delivered with the service you select. Note, USPS Priority Mail is also the only service that can deliver to PO Boxes, APO or FPO sites.

Can I change my delivery address after submitting my order?minus sign

We do our best to deliver your products as quickly as possible. Our system does not enable us to change your delivery address or your order once you have submitted it.

How do I enter a Promo Code or Gift Code for an online purchase?minus sign

When you are ready to make your purchase, go to your shopping cart (or click on the shopping cart button in the upper right corner of the page). When you are ready to confirm your order, enter your Promotional Code or Gift Code in the box provided for this purpose. Click on the question "Do you have a promotional code?". This will open a box for you to complete. Enter your code, written exactly as you received it. Please ensure that you do not add any extra spaces before or after the promotional code. This could happen if you copy-paste the code from an email or other electronic communication. After entering the code, click OK. Once your promotional code is confirmed and accepted, the discount is applied.

Can I change or cancel my order?minus sign

To ensure that orders reach our customers as soon as possible, they are processed as soon as they are placed. Once your order is confirmed, it is impossible to make any changes or cancellations. If you are not satisfied with your items when they arrive and you are a retail customer, you may return them back to our warehouse as long as they are in “like new”, resellable condition.

How can I be sure that my order has been received by SCARPA?minus sign

Once you have placed your order, you will automatically receive an e-mail with a detailed summary of your purchases. Please ensure that the email address used to place your order is correct as all information regarding your order will be sent to this address. If you haven't received an order confirmation email, please contact our Customer Service at customerservice@scarpa.com. You can also check the status of your order by visiting the Order tracking page under Your Account.

What payment methods can I use to pay for my orderminus sign

At scarpa.com, you can pay by credit card: Visa, Mastercard, or American Express. We do not accept Discover cards. Please note that if you are ordering from outside the USA, your Bank may apply additional fees due to the international bank transfer payment.

When will my card be charged?minus sign

The total order value will be charged to your card when your order is placed.

I am unable to complete my transaction. What should I do?minus sign

If your payment is declined, please check that your card number and expiration date are correct. Also check that your bank has not blocked the payment. For security reasons, Customer Support cannot access your bank details, but they are available to give you advice by phone at 303-998-2895.

Can I request changes to my invoice?minus sign

Your invoice is automatically printed out when your order is shipped. This includes the invoicing address you provided when placing your order. Please ensure that it is correct as changes cannot be made on an invoice once the order is processed.

What are your delivery times and costs?minus sign

Orders are processed and shipped Monday to Friday, 8am to 5pm. Orders are normally processed within 48 hours of receipt. We offer the following shipping services: 1) FED EX GROUND (FREE for purchases over $100) - Delivery within 4 to 8 business days. No PO, FPO, or APO Boxes. 2) FED EX 2ND DAY - Delivery within 2 business days after order processing. No PO, FPO, or APO Boxes. 3) FED EX NEXT DAY AIR - Delivery next business day once order is processed. No PO, FPO, or APO Boxes. 4) UPS GROUND - Delivery within 4 to 8 business days. No PO, FPO, or APO Boxes. 5) USPS PRIORITY MAIL - PO Box Shipments Only – Delivery within 5-10 business days. Please select this option for FPO or APO Boxes with delivery within 4-6 weeks. 6) CUSTOMER PICKUP - Free!

Need Help?


Phone:

303.998.2895
MON - FRI 8am - 5pm MST
Colorado, USA


Address:

SCARPA North America, Inc.
3550 Frontier Ave Unit E
Boulder, Colorado
80301 USA


Contact Us