Frequently Asked Questions

We've compiled a list of the questions our customers most frequently ask. If you are unable to find a satisfactory answer to your question below, please don't hesitate to reach out to our Customer Service team directly.

Pricing Questions

Do you price match?

It is not in our policy to price match. However, we will gladly consider all requests. Please feel free to contact us with any questions.

When do you go on SALE?

We have multiple locations that go on SALE at different times throughout the year, depending on the season. We announce the exact dates in the local Park Record newspaper and via our Social Media outlets. We do have merchandise on SALE year round at our Park Avenue location and online at

Return/Exchange Questions

What is your return policy?

Please reference our Return Policy page.

Shipping Questions

When will my order ship?

We do our best to ship orders the same day they are received so long as they are placed prior to 1pm Mountain Time. If an order is placed after 1pm Mountain Time, or over a weekend or holiday, the order will ship out the next business day.

What method of shipping do you use?

Our primary shipping provider is UPS. PO Boxes will be shipped via USPS. We can accommodate specific shipping providers based on need.

Can I pick up my order at a retail location?

If you'd like to pick up your order at one of our retail locations, simply put the address of that location as the shipping address in your order. You will receive a confirmation e-mail when your order "ships" letting you know it is available for pick-up.

Do you ship to Alaska and Hawaii?

We ship to any zone in Alaska and Hawaii that is serviced by standard shipping providers. Orders over $200 sent to Alaska and Hawaii will receive free Economy shipping.

Does ship internationally?

We provide direct international shipping to countries and localities accepted by USPS and UPS. All international orders must be completed using PayPal.

How long will it take for my order to be delivered?

Estimated transit times depend on the shipping service selected during checkout.
Standard Shipping: 2-5 days
Economy Shipping: 4-8 days
Free Shipping: 6-12 days

Once your order ships we will send you a confirmation e-mail, which includes a personal tracking number from the carrier. With the carrier's tracking services, you can view your order's shipping status and scheduled delivery.

Do I have to pay sales tax?

For orders shipped to states other than Utah and Colorado, you do not pay sales tax. Utah and Colorado orders will pay sales tax because we have retail locations in these states.

Do you ship to APO/FPO addresses?

Yes we do. All orders shipped to APO/FPO ZIP Codes receive FREE shipping.

Do you provide a military discount?

Military personnel receive a 15% discount on full price items only. The discount can not be used with any other promo or promo code.

The military discount is accessed from our checkout screen. Once you are approved, you will receive a confirmation e-mail from SheerID with a link that includes the discount.

Rental Questions

What is the difference between Sport and High Performance Ski Rentals?

Our Sport Skis are our basic rentals. They are ideal for beginner and intermediate skiers looking for an easy turning, frontside option.  

Our High Performance Skis are ideal for intermediate to advanced skiers looking for skis matched to the snow conditions at hand.

For more information on Rental Ski Packages, visit our Ski Rental Page.

Can I pick up my ski rentals early?

Starting after 4pm you can pick-up your ski rentals without being charged for an additional day.

Can I cancel my rental reservation?

Cancellations must be made 48-hours before the scheduled start date of your rental reservation for a full refund.

View our full Reservation Policy.

Does Jans rent ski helmets?

Ski rental helmets are only available at our St. Regis Deer Valley location in the St. Regis hotel. Rentals at his location are for hotel guests only.

Are ski poles included with a Ski Only rental package?

Ski poles are not included when you rent a Ski Only package. Only complete packages of skis, boots, and poles include ski poles rentals. If you are renting a Ski Only package and need poles as well, you will need to add a separate Ski Poles Only rental.

Why can't I get my reservation to go through for tomorrow?

All reservations must be made at least 1 full day in advance.

What bikes do you rent?

View our Bike Rentals page for more information about our available bike rentals, or call 800-745-1020.

Do you deliver rental equipment?

We do not offer delivery of any of our rental equipment. All rentals must be picked up at the location selected during your online rental process.

How can I log-in to rental, tour or lesson reservations?

By selecting the Log In button in the header of the website, and clicking the Rental Login Button, or by clicking here:

Store hours & Contact Questions

What are your store hours?

For store hours and contact information, visit our Locations page.

Jans Demo/Test Program Questions

Can I demo skis or bikes at Jans?

For information on our Alpine Ski Test program, Nordic Ski Test program, or Demo Bikes, visit our Demo Center page.

Park City Questions

How far is your Park Avenue location from Deer Valley?

Our Park Avenue location is our flagship store located on Park Avenue. It is 2.3 miles to our Snow Park Lodge location in Deer Valley.

Contact Information

How can I contact Jans?

For Customer Service, call us between 8:00am and 5:00pm MST Monday-Friday at 800-745-1020

E-mail Customer Service

You may contact stores directly 7 days a week. For store hours of operation, visit our Locations page.