How to shop at West Hill during COVID-19
Frequently Asked Questions
Q: Are you open and how do I shop for what I need?
A: Updated 12/19/20: Yes! Walk-ins are welcome for shopping through our new entrance and we are still scheduling shopping appointments, if that is your preference. We're following the Vermont state guidelines with regards to customer limit. Our building is big and divided into several shopping areas so there's plenty of space to social distance. To minimize time in the shop, we suggest pre-shopping with us via email. To get started with Nordic gear, you can fill out our Skier Profile Form. For bike pre-shopping, email us with an idea of what you are looking for, your height, and a good time to call you.
We are back to our regular hours: Monday-Friday 10-6 and Saturdays 10-5. Closed on Sundays. Curbside pick-up and drop-off is always available for web and phone orders. Your web orders will be fulfilled six days a week.
House Rules - You must wear a properly fitted mask (no exposed noses, please) and we ask that you sanitize your hands before you enter the shop. Nitrile gloves are also provided. Please be aware of recommended social distancing protocols whether we are inside or out. The shop will continue to be well ventilated with fans and open windows, until it gets too cold. Our '70's vintage ole ski shop, "ventilated" with plenty of drafty sills and leaky window panes, ironically, could be a benefit...good thing we've got a wood stove!
Q: How do I get my Nordic skis mounted or waxed?
A: Call 802-387-5718 ext 103 or email David to schedule all ski service. We try to accommodate our customers coming from a long distance by offering binding mounting while you wait - if you have just bought skis and bindings from us and you want to take them with you. Allow a two day turnaround for a glide wax base prep in our hot box.
Q: How do I get my bike repaired?
A: Call 802-387-5718 ext 103 or email David in advance to make an appointment for your bike. Drop-off and pick-up must be pre-arranged. Due to COVID-19 and the huge nationwide demand for bicycles and bicycle parts, industry supply chains have been effected. Many, if not all, of our suppliers are out of common repair parts and there are currently no firm ETAs on the arrival of these parts. Consequently, we ask that you be prepared for possible delays in completing the needed service on your bike. So, if you can, plan ahead. Thank you for your patience and understanding.
Placing an Online Order
Q: How do I find the right bike?
A: We're here to help. You can shop bikes online, and contact us with any questions on sizing, bike models, availability, advice, or anything else on your mind. We can make buying a new bike fun and easy, even over the phone! Initially, it's best to make a phone appointment with us via email - firstname.lastname@example.org, so we can give you our full attention and narrow down the choices. Give us your phone number and the best time to call you back. If you want to know what bikes we have in stock currently, filter by "In our store now." These bikes are available to test ride. And, there are usually more on the way.
Q: How do I pick the right accessories?
A: While shopping on our website, you can explore our selection of apparel and accessories. Some products we have in-stock now, some have to be ordered from our supplier. Filter by "In our store now" if you want something the same day or don't have time to wait a week. We have lots of the key essentials hanging inside the shop and are happy to show them to you. Give us a call or email us and tell us what you are looking for. We want to help you get what you need and for your bike! Common accessories with a new bike include a water bottle and cage, kickstand, helmet, lights, bags, a pump, and phone holders, to name a few.
Q: Will my bike come assembled?
A: Your bike initially arrives to our shop from the supplier in a box, un-assembled. Our expert West Hill Shop service technicians will meticulously assemble it, test ride it, then our service manager does the final check over before it goes home with you.
Q: What happens if I order the wrong size?
A: Most products we sell can be returned within two weeks, except bikes. If you are unsure what size bike to order call us first! We will do our best to resolve any sizing issues you may encounter. Although our bike fitting studio is not open right now due to the pandemic, we can make minor fitting adjustments to your new bike. It could make the difference between feeling "not so sure" to feeling "just right!"
Q: Are pricing and availability accurate on your website?
A: Our website is connected directly to our store inventory, along with inventory from our most trusted suppliers. With rare exceptions, if you see that an item is in stock on our website, then it is available to order. However, due to increased demand, many bikes are selling quickly and may be unavailable when an order is processed. We will contact you after you make your purchase if we encounter any issues.
Receiving My Online Order
Q: Do you offer curbside pickup?
Yes. We are offering curbside pickup for all products. If you filter by "In Our Store Now" we can turn your order around the same day. We will contact you when your order is ready. If you are not local we can ship to you.
Employee Safety Information
Q: How are you keeping your employees safe?
A: The safety of our employees, our customers, and our community, is our top priority. We’ve undertaken the following safety protocols in accordance with CDC recommendations to keep our team and visitors safe.
- Face masks and social distancing
- Frequent hand washing and cleaning
- Gloves and hand sanitizer dispensers available to customers
- No customers in the shop. All interactions are outside.
- Team members who are symptomatic or have had probably exposure to someone who is sick are asked to stay home