Frequently Asked Questions
What services do you offer?
As a specialist bootfitting store we sell, repair, and customise ski and snowboard boots. If you have a problem for your boots, there is a very good chance that we have the solution!
What categories of products do you sell?
Ski boots, snowboard boots, après boots (Niseko stores only), custom footbeds (also known as custom orthotics or insoles), and boot related accessories such as heated socks and boot bags.
What are the steps of the custom bootfitting process?
Step 1 – You will start by sitting down with your bootfitter, answering some questions about your skiing or snowboarding, and then having your feet measured while we conduct a biomechanical assessment.
Step 2 – Try on 2-3 pairs of boots as chosen by your bootfitter, this is generally all that is required to make a selection as we will have a fairly good idea of what will work for your feet after step 2.
Step 3 – Choose a custom liner (optional) to enhance the comfort and performance of your ski or snowboard boot.
Step 4 – Have the caste for your custom footbed made, this custom insole is created uniquely for your foot and is recommended for all skiers and snowboarders.
Step 5 – Have your boot liners custom moulded to fit you, on some models of ski boots we will heat mould the entire shell also, though this is often not an option nor necessary.
Step 6 – We finish your custom footbeds and any other custom modifications on an as needed basis, usually if you had your boots fitted in the afternoon/evening this work is done overnight ready for collection the following morning.
Step 7 – Return to the store once custom work is completed to try on the boots and to ensure everything feels perfect.
Step 8 – After riding in your boots for a few days, come back and see us if you need any custom adjustments made. This after service is available at any of our three stores and is done free of charge for the first two seasons, or for the first 30 days of skiing, whichever comes first. For more information see our Fit Guarantee.
How long does it take to get fitted out with a new pair of boots?
As general rule, this process takes approximately 1.5 hours, however it is subject to change depending on your needs and how busy we are.
Can I make a bootfitting appointment, and is it necessary?
Yes you can book an appointment, though it is not strictly essential as we do welcome walk-ins when there is availability. Click here to book an appointment or simply give us a call to book yourself in, or if you are in the area pop your head in the door and we will do our best to accommodate you.
How does the in-store waitlist work?
When doing a walk-in we will put you on the waitlist if we cannot see you immediately, and how long you have to wait depends on a myriad of factors including what services the people ahead of you are receiving, and how close the bootfitters are to finishing their current jobs. For example there may be three people on the waitlist ahead of you which may seem like a lot, though the four bootfitters working may all finish their bootfits at the same time meaning you won’t have to wait long at all to be seen. The reality is that our service is worth waiting for, so please do not leave the store as if your name is called and you are not there, it will be removed from the waitlist.
If I write my name on the waitlist, is that the same as an appointment?
No, going on the waitlist varies in the way that we don’t allocate a specific time slot for you, and instead we will see you as soon as we can. For this reason we recommend that you remain in the shop after putting your name on the waitlist, as if your name is called and you are not there you will be removed from the waitlist.
What happens if I am late for my appointment?
If you are late we will be forced to cancel your appointment, even if it is for reasons outside of your control. We understand that there are challenges navigating around Japan in wintertime however we cannot neglect customers who have made it in for customers who have not yet arrived, and for this reason we ask that you allow yourself additional time to reach our stores.
If you are running late please give us a call and we will attempt to reschedule your appointment. Alternatively if you arrive and have missed your appointment we will still do our best to accommodate you by putting your name on the in-store waitlist, and our bootfitters will get to you as soon as possible.
Are you always running on time for appointments?
No, there are times when we will fall behind which may mean that you have to wait a little longer to be seen. We understand that this is frustrating however it is the reality of running a service based business, and we thank you in advance for your patience. Note: This does not mean that you can be late, and if you are not there at the beginning of your appointment when we are ready, it will be cancelled.
What is the Boot Solutions Bootfitting Guarantee?
When you buy a pair of boots from us with custom footbeds, we guarantee that you will be satisfied with the fit of the boot for the first two seasons. If the boot doesn’t fit quite right you can come back and receive custom modifications from our bootfitters at any of our three stores, free of charge. For full terms and conditions see our Bootfitting Guarantee page.
How long does it take to have a customisation made to the boots that I already have, and can I make an appointment for this?
The time taken really depends on what you need done and we prefer not to put too much weight behind our estimate, however as a general rule boot customisations take anywhere between ten minutes and an hour of your time, and will often take longer for us to complete the task. For example if you come in for a boot punch it may take less than ten minutes of your time to identify the issue and at least an hour for the bootfitter to complete the task, and in some cases the task may be completed overnight.
Can I buy boots somewhere else, and then come to you to have them fitted?
We are happy to make adjustments/customisations to boots that you already own, however a key part of bootfitting is starting with the right boot. The best way for us to make that happen is to guide you into the right boot when you make your initial purchase, as expert guidance is part of the fitting process. We often have people come in with a brand new pair of boots that are completely wrong for them and are asked to make them fit, and the reality is that you will generally have a subpar experience if the boot is completely wrong from the beginning. This is why we recommend that if it is time for new boots – buy them from us! We can then make all the adjustments necessary at no extra cost, as per our bootfitting guarantee.
What do I need to bring when coming in for a bootfitting?
Bring the ski or snowboard socks that you would usually ride in, and your custom footbeds if you already have them. If you don’t have either of these there is no need to worry, we can supply you with new footbeds and socks during the bootfitting process.
What is the latest time I can come in for a bootfitting?
As a general rule the latest we can take walk-ins for a bootfitting is one hour before closing time, as once the doors close we usually have loads of boot work to finish as it is, and our staff cannot stay at work all night. To avoid disappointment please give us a call if you are coming in near closing time, as we will let you know if we can accommodate you or not.
Can I get in touch by email or phone?
Yes, the fastest way to get in touch with us is by phone. Although we live in a hyper connected world the reality is we do not have dedicated bootfitters on hand 24/7 to respond to digital messages so if you are wondering why you haven’t yet gotten a response, please call us.
I have lots of questions, how can I have them answered?
The only way to receive proper bootfitting advice is face to face, so please come and visit us in store so we can answer your questions accurately. Bootfitting is very nuanced and there is a lot that cannot be put into words, so we ask that you visit us in-store if you have complicated questions and we will be able to answer them.
Where can I find your boot prices?
We don't list our prices online as we cannot determine your needs until you have your feet and needs assessed by a bootfitter, so listing our prices would rarely give you an idea of what you would end up paying. We can say however that our prices are very reasonable and we only charge RRP price on our boots plus an additional cost for a professionally made custom footbed (¥27,000), and nothing extra when buying boots from us. This is very reasonable for a custom bootfitting service and if you shop around you may find slightly cheaper prices however we cannot be beaten on quality of service and fit.
What are your workshop prices?
We don’t list our workshop prices online as what service you need is hard to determine without the advice of a bootfitter, though as a general rule our labour charge is ¥10,000 per hour. When you purchase boots from us new, we don’t charge extra for labour costs within the first two seasons of purchase, or 30 days skiing (whichever comes first). For more information on this see our Bootfitting Guarantee Page.
Do you sell Step On® compatible snowboard boots?
Yes, we carry Step On® boots from Burton and Nitro, both of which are compatible with Step On® bindings.
Does your product offering differ from store to store?
Yes, our available products differ depending on which store you visit and what we still have in stock, for more details please contact the store closest to you for more information via phone call.
What sort of repairs can you make to ski and snowboard boots?
There is an ever growing list of boot repairs that we can make to all types of boots . . . for more info visit us in store! As a general rule if it is a boot and anyone can fix it, we can. Please note that some repairs take longer than others as they require time for glue to set etc, so please give us as much time as possible to make your repairs. Please note that we do not fix things that are not boots, for example ski jackets.
Where can I get my ski jacket or ski pants repaired in Niseko?
You can get your ski jackets, ski pants and other sewing related repairs done to your ski equipment done at Nuu Studio Niseko, for more information contact them directly.
Do you carry replacement parts for ski and snowboard boots, and which parts do you have in stock?
We endeavour to carry replacement parts that are commonly needed, though available parts vary from store to store so the best course of action is to pop in to the shop with your broken boot and we will do our best to fix it on the spot. If we don’t have the exact part we will hopefully have something that will work, and if not we will do our best to order a part in for you. We’ve said it once and we will say it again, if you need a repair made please bring your boot in! We cannot fix what we cannot see, no matter how well you describe the problem.
Do you sell snowboard boots?
Yes!
Can you fix Boa®?
Yes! Boa® is (usually) a very serviceable product, and we keep good stock of Boa® replacement parts. Note: Boa® parts are free as per the Boa® lifetime warranty, however we do charge labour for Boa® repairs if you wish for us to carry out the repair.
Do you sell Boa® ski boots?
Yes, we usually have some Boa® equipped ski boots in stock from K2, however we must remind you that you should always buy what fits you best! Boa® is a fantastic technology, however the shape of the boot still needs to be right for you for it to work.
Why don’t you list your specific boot models online, and why can’t I pre-order models?
It’s all too common for people to come in asking for a specific boot, only to realise upon starting the bootfitting process that the boot that they have their eyes on does not fit them correctly and is not a viable option. The same goes with pre-ordering a boot, we often have customers asking to pre-order/pre-pay for a boot and arrive only to find that it doesn’t fit, and in the end it often doesn’t work out and causes needless admin for both us and the customer. We understand that this can be frustrating as you may want confirmation that we will have the boot that you like when you arrive, however we can instead guarantee that we will get you into a correctly fitting boot thanks to our expert bootfitting service.
Can I order ski boots online?
No, trying on boots with an experienced bootfitter is an integral part of a positive boot experience and we urge you to never ever buy your boots off the internet. Although we can make adjustments to improve the fit of a boot you already own, it is best to buy the boots from us in the first place as opposed to buying the wrong boot and having to make major changes to the boot as there are somethings that just cannot be rectified. We often have customers come in with a brand new boot that they have purchased off the internet that is a size too big and they ask to have them “fitted”, and although there are things we can do to improve the fit, we cannot provide a correctly fitted boot if it is completely wrong from the very beginning. For more information, refer to the bootfitting process.
Do you sell après boots at your Niseko stores?
Yes, we have one of the best selections of snow footwear in Niseko, visit us in-store to learn more about the range. We do not carry après footwear in our Hakuba store.
What brands of boots do you stock, and is the range the same in each store?
The sizes of our three stores are much different and although all stores offer the same level of service, we do not carry the same brands in each store. Here is a breakdown of the brands carried in each store, however please note that this is subject to change without notice.
Hakuba: Atomic, Burton, Dynafit, K2 (ski and snowboard), Lange, Nitro, and Tecnica.
Niseko Hirafu: Atomic, Burton, Dalbello, Dynafit, K2 (ski and snowboard), Lange, Nitro, Tecnica, and Ride.
Niseko Village: Atomic, Burton, Dalbello, K2 (ski), and Ride.
Where can I find your up to date store hours?
We keep our store hours up to date on our Google Maps listings, click on the following links for the respective stores information:
Niseko Village (Village Sports)
Is Boot Solutions Hakuba still inside of the Rhythm Japan store?
No, we are no longer located inside of the Rhythm Wadano store. Our new location is at Happo, click here for directions.
Do you rent ski and snowboard gear at Boot Solutions?
No we do not, however our sister store Village Sports in Niseko Village does so please head there for rentals.
Do you provide ski and snowboard lessons?
No, we are a specialist bootfitting store and do not provide ski school or guiding services.
Do you mount bindings at Boot Solutions or provide any other ski workshop services?
No, for ski and snowbooard workshop services please head to Village Sports at Niseko Village.