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ORS Cross Country Skis Direct Customer Service

If you have sales, service or proper nordic ski gear or apparel fit questions please contact us. Your order and satisfaction is important to us and we're here to help. Currently we ship to destinations in the United States (including APO/FPO military addresses).

Contacting Customer Service
You may email us anytime at:
ors-direct-service@orsdirect.com,
or call (toll free 1-800-894-7547 or 1-802-229-2893) during our Customer Service hours.

The Customer Service Department Hours
Monday - Thursday: 9:30am to 7:00pm EST
Friday: 9:30am to 5:30pm EST

Order Processing
Credit card processing is conducted internally once your order has been reviewed for accuracy. ORS Cross Country Skis Direct internet orders are normally processed within 24 hours during our open business hours. Orders placed in the evenings or on days we are closed will be processed beginning the following business day.

International Shipping
We have partnered with Bongo International Parcel and Mail Forwarding to service our international customers.

Bongo International provides its customers with their very own US address (not a P.O. Box). Once you have a US address, you will be able to make purchases at our website as well as other US based online retailers. Bongo receives your purchases and logs them into their online system where you can consolidate them with other orders.

»Click here for detailed information about international shipping.



Domestic Shipping Return Policy
ORS Cross Country Skis Direct gladly accepts exchanges free of charge. All returns must be received within 30 days of the original invoice date, we ask that you please call or email for an RA# as this will facilitate processing. All returned items must be unused and in their original packaging. Any items that are returned used, altered or without the original packaging will either be returned to the purchaser at his/her expense, or the value of missing items and/or damaged items will be deducted from the credit amount of a return. It is the purchaser’s responsibility to ensure that returns are adequately packaged, insured, and tracked. Where ORS Cross Country Skis Direct is not responsible for a necessary return, please note that return shipping is non-refundable, and a 10% restock fee will be applied to returns. If you place an order on our web site within 30 days of your returned order, the 10% restock fee will be credited to your new order. Returns purchased during designated free shipping programs will be charged the current outbound ground shipping price for items returned (applies when ORS Cross Country Skis Direct is not responsible for a necessary return). Clearance/Close-Out items and Super Sale items are non-exchangeable and non returnable. United States federal law prohibits the return of undergarments (whether in worn or never worn condition), we are unable to accept returns for the SportHill NorthWind Unders Wind Briefs, no exceptions.

International Shipping Return Policy
ORS Cross Country Skis Direct is no longer responsible for goods after we have received a Proof of Delivery from the Bongo Warehouse. Any international returns will need to be coordinated through Customer Service at Bongo International (ORS standard return policies and restocking fees apply).

International Shipping Damage Policy
Damaged goods will be replaced by ORS Cross Country Skis Direct and shipped to the Bongo warehouse. Customers will be responsible for shipping the replacement goods through Bongo’s service. ORS Cross Country Skis Direct is not responsible for the international transportation of your goods.

Customers should contact Bongo International directly if they need to make a return or receive a replacement part. Bongo will adjust your international paperwork to state that the item(s) are replacement parts. No additional duties/taxes should be applied by Customs in your country.

Manufacturer warranties may become void if goods are shipped internationally.

On Hold Orders
Your order will be placed on hold if any item on the order is temporarily out of stock. ORS Cross Country Skis Direct will contact you if your order is on hold. We will not charge your credit card until we ship your complete order.

Order Changes
If you need to contact ORS Cross Country Skis Direct to request a change to your order, we will make every effort to make the change. However, we process orders as quickly as possible and cannot guarantee that your change can be made.