FAQs
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 customerexperience@stio.com or call us at 800-265-7846
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!
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 longevity of your items
Tissues versus Kleenex? Same idea! Dermizax and Gore Tex are both brand names of highly technical, waterproof/breathable fabrics.
Our Environ, Raymer, Shot 7, and Colter Down are designed specifically for the slopes, though we certainly see quite a few Hometown Downs in the Tram Line! The Environ is our most popular ski jacket.
Our Down Jackets are our warmest winter jackets. Many people love our Hometown Down Collection! The Shot 7, Colter Down, and Woodson are also great options.
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.
We do not provide temperature ratings for our items as we believe these grades are subjective and can vary greatly from person to person.
Stiofan is the Irish form of Stephen, named after our Founder and CEO Steve Sullivan.
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.
There are no prices on our packing slips.
If you would like to include a Gift Message in your package, please email the Customer Experience Team at customerexperience@stio.com or give us a call. We'll be happy to print your message on the packing slip.
To redeem an E-Gift Card, enter the gift card code into the "Gift Card or Discount code" box upon checking out on stio.com or provide the code to the store associate when checking out at a Stio Mountain Studio.
To redeem a Stio store credit please give Customer Experience Team a call at 800-265-7846.
We are sorry to see you go! Please click here to remove yourself from our catalog mailings: https://www.stio.com/pages/catalog-unsubscribe
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: 800-265-7846
At the bottom of each email you receive from Stio, there will be an "unsubscribe" hyperlink in the fine print.
Stio cannot adjust prices on already placed orders. However, our Customer Experience Team will provide a discount code for your next purchase if contacted within 7 days of purchase. Please email your order number to customerexperience@stio.com or call 1-800-265-7846. This does not apply to discounted items or All Sales Final items. Full Priced items only.
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.
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 Experience Specialists at 800-265-7846
Your order immediately drops to our warehouse for processing and we are unfortunately unable to cancel or adjust orders. However, there is always a solution! Please contact the Customer Experience Team and we are happy to chat.
No. Orders are immediately sent to our warehouse for processing when they're placed. E-mail us at customerexperience@stio.com to see if we can cancel your order before it ships and you can place your order again.
Returns are easy! Please allow up to 3 weeks total for your refund to reflect from the day you sent back your items. Depending on the carrier, this time frame could be longer. Please feel free to contact the Customer Experience Team at Customerexperience@stio.com for any updates along the way.
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.
Of course! If you would like to return your item(s) for a Stio Store Credit, please be sure to contact a Customer Specialist (customerexperience@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.
There could be a few reasons you haven't received your shipment confirmation. First lets have you check your SPAM folder. Emails commonly go there or to JUNK. Another reason could be it hasn't shipped yet. If that's the case, please email us at customerexperience@stio.com with the name the order is under and we can email your Sales Order information.
Through our website, Stio is only able to ship within the United States and Canada. If you would like to ship abroad, please e-mail the international address to us at customerexperience@stio.com to get a shipping quote from our warehouse team. Then call Customer Experience to place your order over the phone during business hours, 8-5pm MST: 800-265-7846.
We sincerely hope that your Stio product will accompany you throughout your daily life, but if it’s not the right fit for you we will most certainly accept returns of clean, unworn, unwashed and unaltered items for a refund. Returns must be made within 30 days of the purchase date*. Final sale items are not eligible for return. All returned orders receive a processing fee of $6.95 upon return.** Additional Stiosphere Member return fees apply.
Please Note:
*The start date of holiday returns/exchanges is November 1st. As long as you place your order on or after this date, you will be eligible to return/exchange it until January 15th or within 30 days from the ship date, whichever comes later.
**Some states charge tax on this processing fee.
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.
Please contact our customer experience team to let them know you are exchanging an item. They will ensure you get free shipping on your new order and aren't charged for any return processing fees. We then encourage you to place a new order and return the old one using the regular return instructions.
In order to begin your return, please go to this link and have your order number ready: https://www.stio.com/apps/returns
You will be sent a prepaid FedEx label to affix to your return package. Simply drop the package off at any FedEx location, and your return will be processed at our warehouse.
You will be sent a prepaid FedEx label to affix to your return package. Simply drop the package off at any FedEx location, and your return will be processed at our warehouse.
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 Customer Experience Team, 800-265-7846 or customerexperience@stio.com
We are able to edit the shipping address on orders before they have been shipped. If you have already received a shipping notification, unfortunately we are no longer able to edit the shipping address on your order.