Booking and Waitlist Policy
We’re dedicated to providing exceptional service to every customer. To ensure fairness and efficiency, we’ve created a booking and waitlist system that helps us help you during busy periods. Here’s what you need to know:
What You Can Book an Appointment For
• New Boot Purchases: Get professionally fitted for ski or snowboard boots.
• Custom Footbeds: Designed for your unique anatomy for ultimate comfort.
• Custom Liners: Tailored for a precise and comfortable fit.
What You Cannot Book Appointments For
Boot Modifications (e.g., stretching, repairs, sore spot adjustments): These jobs are impossible to predict in terms of timing, but the good news is they often take much less time than a new boot fit. Boot modifications are handled through the waitlist and can often be fit in between appointments or when a fitter has downtime.
Appointments: Be on Time for the Best Experience
Please arrive on time for your appointment. If you’re more than 5 minutes late, we may move on to the next customer.
Arriving 5-15 minutes late? We’ll add you as a priority on the waitlist. For delays over 15 minutes, you’ll be moved to the bottom of the queue. If you know in advance that you will be late, please call ahead.
Appointment customers may occasionally experience a 15-30 minute delay, similar to a visit to the doctor. We do our best to avoid this, but delays are inevitable when jobs take longer than expected.
How the Waitlist Works
We use a digital waitlist system called Waitwhile. This system allows you to monitor your position in the queue directly on your phone. When you arrive in-store you can join the waitlist by scanning the in-store QR code, if you do not have access to internet however you can ask the front of house staff to get you on the waitlist.
Please stay in-store or nearby while waiting. If you’re not back within 5 minutes of being notified via the Waitwhile app, we’ll move on to the next person. If you do not have access to internet, please let the front of house staff know so that they can notify you in person when your turn comes up.
While waits can vary, the line often moves faster than expected. If you need an estimate, we’ll provide the most accurate timing possible based on real-time updates from our team.
We may triage the waitlist to address smaller jobs during downtime in fittings. This means minor boot modifications, repairs, or stretches can sometimes skip ahead if a fitter has 10-20 minutes available, as there are often short periods of downtime during a bootfitting, for example during the heat moulding process.
Follow-Up Protocol for Recently Purchased Boots
We value our customers and are committed to providing excellent follow-up service for boots purchased with us. Here’s how we handle adjustments or refits for recently purchased boots:
• The front-of-house team will take your name and the name of the bootfitter who originally fitted your boots.
• We’ll ask the original fitter, if available, to chat with you briefly, as they may already know the likely issues.
• If the original fitter isn’t available, we’ll ask other fitters if anyone has time to assist you.
• A fitter will assess whether the issue requires a simple fix (e.g., a stretch or grind) or a more detailed consultation.
• Simple jobs may be addressed immediately, skipping the waitlist. For more complex issues, you’ll be placed on the waitlist.
Best Times for Walk-Ins
For boot modifications, repairs, or adjustments, we recommend visiting between 10 AM and 1 PM, when we are typically less busy.
Time Required for Appointments
It typically takes between 45 minutes and 1 hour to have custom footbeds made and installed, and between 75 minutes and 2 hours to get fitted with new boots (complete with custom footbeds). Please note that this is an estimate only, and sometimes things can take more or less time than expected.
Special Arrangements with Local Partners
Seasonal workers with pre-arranged agreements are encouraged to visit during non-peak hours, which are typically 10am-1pm. Partner rates do not apply to appointment bookings, so please visit as a walk-in customer if you have a pre-arranged agreement.
Why It’s Worth the Wait
We understand that during peak season wait times can feel long, but rest assured, our team is working hard to deliver the best possible results. The process often moves faster than expected, and the care we provide is always worth it.