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In-Store Pickup FAQs

Q) Where do I pay for my In-Store Pickup order?
A) At the store when you pick your items up.

Q) How will I know the store has reserved my items?
A) After placing your order online, you will receive two emails. The first email will be a confirmation that your order has been received and is being processed. A second "Items Reserved" email will follow to let you know that your items are being held and are ready for you to pick up.

Q) How long will stores hold my items?
A) 48 hours from the time the "Items Reserved" email is sent.

Q) How soon can I pick up my order?
A) You will receive a "Items Reserved" email within 4 business hours of placing your In-Store Pickup order. Please note: In-Store Pickup orders placed after 5:00pm will not be processed until the next business morning.

Q) Where can I return my In-Store Pickup items?
A) Return to any EMS location or mail it to the EMS Returns Center.
When returning items please include your invoice or receipt. To return by mail ship items to:

Eastern Mountain Sports
Returns Department
160 Corporate Court
Meriden, CT 06450

- Canoes, kayaks, skis, and roof rack boxes may be returned only to our retail locations.

Q) What if the location I choose doesn't have all the items I want?
A) You may either place the order online or select an additional In-Store Pickup location. Please note: Shipping charges will apply to www.ems.com online orders.

Q) Can someone else pick up my In-Store Pickup order?
A) Yes. To expedite the pickup process, we recommend they bring the "Items Reserved" email with them.

Q) Does the EMS returns policy apply to In-Store Pickup orders?
A) Yes.

Q) Will sales tax be applied to In-Store Pickup items?
A) Sales tax will be applied based on the In-Store Pickup location.

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