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Frequently Asked Questions

Shipping & Returns

  • Where can I find my tracking number?
    Once your order has been shipped,we'll send a shipping confirmation to the email address you provided during checkout. This email will include the tracking number for your package. If you are having trouble finding this information, contact our Service Squad, 1-800-265-7846 or customerservice@stio.com
  • How do I send back a return?
    Please use the pre-paid return shipping label provided in your package. We ask that you write your Pick Number on your return shipping label. Your Pick Number can be found to the left of the items on your packing slip. Please fill out the return reason form found in your order. We review this feedback as a team, and use it to make improvements on design, materials, and fit.
  • How do I process an exchange?
    If you would like to request an exchange, call our Service Squad at (800)-265-7846. Please note that return shipments sent back without a phone call will be processed as a return.
  • Do you ship FedEx, UPS or USPS?
    If you select free Standard Shipping, your order will be shipped via FedEx Ground or USPS. 2 Day and Overnight shipments will be shipped via FedEx Express. If you receive packages at your physical address and PO Box, please include both addresses on your order.
  • The return shipping label says LA, is this correct?
    Yes, our warehouse is located in Los Angeles. Our headquarters and Mountain Studios are located in Jackson Hole, WY.
  • What is your return policy?
    We will accecpt returns within 60 Days of purchase that are unworn, unwashed, and still have the original tags attached.
  • Does Stio ship internationally?
    Through our website, Stio is only able to ship within the United States and Canada. If you would like to ship abroad, please call the Stio Service Squad to place your order over the phone during business hours, 8-5pm MST: 1-800-265-7846
  • Can I change my shipping address after my order has been placed?
    We are able to edit the shipping address on orders before they have been shipped. If you have already received a shipping notification, unfrotunately we are no longer able to edit the shipping address on your order.
  • Why didn't I get a confirmation or shipping email?
    If you have not received a shipping confirmation email there could be several reasons. The first being, your package has not yet shipped. Perhaps you signed out with a different email address?
  • What orders qualify for free shipping?
    Orders over $100 qualify for free shipping. Expedited shipping and StioSphere purchases will incur additional costs.
  • Can I return my item for store credit?
    Of course! If you would like to return your item(s) for a Stio Store Credit, please be sure to contact a Customer Specialist (customerservice@stio.com or 800-265-7846) to let them know before you send your item back. Our warehouse is not able to issue store credits, so please do not make note of this on your return slip.
  • Do I need to call for a return authorization?
    No. If you are sending your item(s) back for a refund, you do not need to call. We just ask that you write your Pick Number on your return shipping label. This number can be found on your packing slip to the left of your items.
  • How long do returns/ exchanges take to process?
    Returns and exchanges can take up to 3 weeks to travel back to our warehouse, be processed, and in the case of an exchange, return to your front door during the holiday season. You will receive an email confirmation regarding your refund once it has been processed.

Additonal Product Info

  • What temperature are your down jackets rated for?
    We do not provide temperature ratings for our items as we believe these grades are subjective and can vary greatly from person to person.
  • What does DWR mean?
    DWR stands for Durable Water Repellent. Almost all outerwear exterior fabrics are treated with some sort of DWR. It’s meant to keep the fabric from becoming saturated with water and adding weight. DWR causes water to bead-up and roll off the fabric and is negatively impacted by abrasion, dirt and body oils.
  • What is your warmest jacket?
    Our Down Jackets are our warmest winter jackets. Many people love our Hometown Down Collection! The Shot 7, Durrance, and Woodson are also great options.
  • What is the best jacket for skiing?
    Our Environ, Raymer, Durrance, and Shot 7 Jackets are designed specifally for the slopes, though we certainly see quite a few Hometown Downs in the Tram Line! The Environ is our most popular ski jacket.
  • What is the difference between Dermizax and GoreTex?
    Tissues versus Kleenex? Same idea! Dermizax and Gore Tex are both brand names of highly technical, waterproof/breathable fabrics.

Brand

  • Why should I buy Stio?
    Stio products are the result of our everyday immersion in the mountain life, and each one is tested and developed right here in Jackson Hole. We pride ourselves on superior fit, finish and attention to detail. In short, our good is the rest of the industry's better, and our best is off the charts. If you're looking for authenticity, superior quality and versatility in apparel for your entire life, Stio is for you.
  • Where does the name Stio come from?
    Stiofan is the Irish form of Stephen, named after our Founder and CEO Steve Sullivan.

Orders

  • How do I cancel my order?
    We are often able to cancel orders withing 1 hour of placing them, however your order is immediately dropped to our warehouse for processing in efforts to get you your Stio product as soon as humanly possible!
  • Can I add items to an existing order?
    No, items cannot be added to an existing order once payment has been made as our orders are immediately dropped to our warehouse for processing. If you have any concerns about an order that has already been placed please contact our Customer Specialists at 1-800-265-7846
  • My new Stio jacket just went on Sale! Can I get a price adjustment?
    Stio is happy to honor price adjustments on full-price merchandise within seven days of the mail-order ship date. Items bought at a discounted price are not eligible for price adjustments.
  • How can I check my order status?
    If a valid email address is provided at the time you place your order, you will receive an email confirmation followed by a shipping notification that includes tracking information for your package. To check the status of your order at any time, you can view your Order History found in your account, though shipment tracking is only available through the shipping notification email.

Gifts

Product Care/ Warranty

  • How do I clean/care for my item?
    Care instructions can be found on the tag inside each garment. In our experience we find Granger's down and performance wash to be the best on the market. We sell them both through our online store. Using these products will help preserve the logivty of your items
  • What is your warranty policy?
    All Stio products are fully warranted to the original owner against manufacturers’ defects in materials & workmanship. Should you find a defect in a product you purchased upon delivery, please contact the Stio Service Squad. We'll need a photo of the damage as well as the original order information to get started.

StioSphere

  • What is the StioSphere Program?
    The StioSphere is a way to offer our products at a more accessable price points for professionals in the outdoor industry. If you would like to apply, please submit an application at https://www.stio.com/pro-purchase/. .
  • How long does it take to become a member of the StioSphere?
    We try our best to review and approve applications within 3-5 business days. This timeline may be extended during the holiday season.
  • How do I qualify for the StioSphere?
    At Stio we are happy to partner with individuals who have made the mountains an integral part of their professional lives. Stio offers discounts to qualified professionals such as: outdoor educators, environmental professionals, fitness instructors, government/military, outdoor industry professionals, media/writer/photographers, professional outdoor athletes and ski patrollers/instructors. Members of the StioSphere program help us build better products. If you qualify, you will be entitled to receive a discount on products and an opportunity to provide feedback and input for the Stio product line.

Account

  • How can I reset my password?
    When logging into your account, there is a small gray hyperlink "Forgot My Password" to the right of the green "LOGIN" button. If you don't have success with this, please give us a call, we'll be happy to reset it for you!
  • I do not see my order in my account?
    There is a chance that you may have checked out as a guest. If that is the case, we are more than happy to look your order up for you in our system. Send us an email to customerservice@stio.com or call us at 800-265-7846

Miscellaneous

  • How do I unsubscribe from the Stio catalog?
    We are more than happy to remove you from our mailing list. Shoot us an email at CustomerService@stio.com with the full name and mailing address on your catalog, and we'll get you removed from all future mailings. As a note, there is always a chance you might receive one more catalog, then you will be all set!
  • How do I unsubscribe from Stio emails?
    At the bottom of each email you receive from Stio, there will be an "unsubscribe" hyperlink in the fine print.
  • Why does my bank statement show multiple transactions for the same order?
    When you place an order, you will see a pre-authorization on your account. This hold allows us to verify that funds are available and enables us to proceed with processing your order. When your items ship, a final charge is processed for the item(s) shipped. In some circumstances, your bank will show this final charge separately from the pre-authorization, making it appear like a duplicate charge. However, the pre-authorization hold will drop from your account within 3–5 business days, depending on the policies of your bank, and your account will reflect only the final charge.
  • What is your price adjustment policy?
    Stio is happy to honor price adjustments on full-price merchandise within seven days of the mail-order ship date. Items bought at a discounted price are not eligible for price adjustments.
  • Why is my discount code not working?
    All discount codes are only valid for Stio Brand, full priced items. This does not include third party items such as shoes and trucker hats. If you continue to have trouble with your discount code, please contact our Customer Specialists: 1-800-265-7846
  • Do you do corprate or group sales?
    Yes! Please contact our Sales Manager at groupsales@stio.com or give us a call: 307.200.6113 ext 628