Frequently Asked Questions

How do I contact customer service?

By Phone: Toll free – 1-800-818-0946 or international customers can call 954-350-0615.
E-mail: You can contact us via email at this Contact Form, or at help@peterglenn.com. If your request is time sensitive, please call us instead of e-mailing.

Hours of operation:

SUMMER HOURS:

Monday through Friday: 9:00am - 5:00pm EST

Saturday and Sunday: Closed; please email help@peterglenn.com or leave us a message through the Chat Help icon on the bottom of the page

How is my order being shipped?

When am I going to be billed for my order?

Your credit or debit card is not charged until your order is shipped out. When you place an order, the amount of your purchase is authorized by your credit card company, creating a temporary hold on funds. This hold will reduce the available balance on your account, although you will not actually be charged until your order ships out. If you receive an error message when placing your order and then re-submit it, you may create multiple authorizations on your card. We will only bill you once for your order and any extra authorizations will be released.

What is Peter Glenn’s return policy?

Any item purchased from PeterGlenn.com can be returned or exchanged within 30 days of purchase, even if you bought it on sale. You may either ship them back to the address below, or return them at a Peter Glenn Store Location. Items must be in new condition with the original tags attached. Peter Glenn does not charge restocking fees, nor do we force customers to take store credit. We will happily refund your method of payment.

Just ship the item back to the address below, and be sure to include a copy of your receipt. The customer is responsible for return shipping charges and assumes the risk of loss, so we recommend using a reputable carrier and opting for a tracking number. We offer a reduced rate return label that you can use to return the merchandise to us for $8.99. We will deduct the $8.99 cost of the return label from the total return once we've received the items. Have a problem with your order? Please contact us before returning your item as return shipping fees will not be reimbursed.

If you'd like to exchange your item, the fastest way is to place a new order for the item that you want and return the original item for a refund. New orders are always eligible for free shipping (excluding international orders), and this ensures that we won't sell out of your item in the meantime. You can also send the original item back to us with a written request for exchange, and we will switch it out when we receive it. Exchanges ship with UPS Ground shipping.

Ship returns & exchanges to:

Peter Glenn Returns Department
1 Imeson Park Boulevard
Jacksonville, FL, 32218

Purchasing a shipping label from us is easy, just follow these three simple steps:

1. Click the "Order Status" link at the top of our website
2. Enter in your order information
3. Print the label for the items you are returning

Due to the high volume of orders, please expect 3-5 days upon receipt of the return for processing.

Does Peter Glenn ship internationally?

Unfortunately at this time Peter Glenn does not ship outside of the US.

Does Peter Glenn match competitor’s prices?

We match competitor’s pricing at our discretion. The competitor must be an authorized retailer in the U.S. for the brand in question. This is important because most vendors require that an item be purchased from an authorized retailer for any product warranty to be honored. Peter Glenn Ski & Sports is an authorized retailer for all brands that we sell. In addition, the item that we are matching must be in stock in the same style, season, size, and color and be available for purchase on the website. The price match must be completed at the time of purchase. A price match cannot be combined with any other special offers or coupons. The request for a price match must be made within 14 days from the purchase date.

How secure is my information when I place an order on the website?

While shopping online at Peter Glenn Ski & Sports, rest assured that your credit card cannot be read by a third party while in transit. Your information will remain private and protected. We use 128-bit encryption, the highest level of security available online today. Our server uses Secure Sockets Layer (SSL) which encrypts or codes all the data you enter so you can relax and feel completely secure with your order.

Are all product categories available for purchase?

Due to dealer agreements, we are unable to sell all the brands or products represented on our web site directly through the internet. We invite you to visit any of our stores or contact our customer service department to inquire about a special order.

What should I do if I want to change or cancel my order?

Because we strive to provide very fast shipping, orders are processed within a few hours of being placed. If you would like to cancel or make a change to your order, please contact us by phone right away. We will make every effort to assist you, but we cannot make changes once orders have been packaged for shipping. If your order is shipped before a change can be made, you can always return the item for a refund or exchange per our normal return policy.

Why hasn’t my order been processed yet?

If there are any issues with your order, we will place it on hold. The most common reasons that an order can be held are: the billing information was entered incorrectly, an international credit card was used, or we need more information from you to properly fulfill your order. If your order is held, we will attempt to contact you. We need to resolve any issues with an order right away because the products are not placed on hold. If we are unable to reach you within 2-3 business days, your order will be cancelled. We can always place a new order with the correct information.

Where is my order?

Peter Glenn has some of the fastest shipping available. As soon as your product ships you'll receive an email with a tracking number. Your order may ship from multiple Peter Glenn locations, so you may receive it in separate packages. If one or more of the items you ordered are not in your shipment, they should arrive soon. For confirmation, please feel free to contact our Customer Service department.

What do I do if I have a problem with my product?

If a problem arises during use of your product, it may be eligible for repair or replacement under its manufacturer warranty. Every brand’s warranty policy is different, and is usually listed on their website. Some manufacturers prefer that you send the product directly to them, and others require that you first return it to us. If you are returning hardgoods (skis, snowboards, bindings, wakeboards, kneeboards) you are responsible for the return shipping back to you. Please keep in mind that most manufacturers only cover specific defects in workmanship, not damage caused by wear and tear, and we must defer to the decision of the vendor. If you think that your product is defective and eligible for warranty, please call us so that we can go over the warranty procedure with you and determine the best course of action. We will work with you every step of the way to ensure your warranty claim is resolved to your satisfaction.

Content on this site

Content on this site is provided for convenience only. Peter Glenn expresses no warranty or guarantee as to the accuracy of the information or content. The information on this site may contain errors in the data concerning product description, pricing and availability. We reserve the right to cancel an order if the information or price is wrong due to typographical error. Most product information has been provided directly from the manufacturers and is reproduced purely to promote their products that Peter Glenn sells. Trademarks and copyright ownership remain with their respective owners.