1. Do all stores offer services?
Limited equipment services are available in select stores in accordance with state and local ordinances. Please check for availability in your local store.
Please see our updated hygiene standards below under “Hygiene & Safety Questions”.
2. Do I need an appointment?
To ensure that you receive an appointment on your desired day and time, appointments are strongly encouraged. In accordance with local and state ordinances, select stores accept walk-ins.
3. How do I book an appointment?
The best way to book an appointment is by visiting your local store.
Our online booking opens 60 days in advance. If you need an appointment outside of that window, please contact your store directly to inquire.
4. Can I request a specific
service advisor or technician?
You may request an advisor using the Special Requests comments box in the last step of the online booking flow, or you can call your local store. We’ll do our best to honor your request, but it is not guaranteed.
5. What is your cancellation policy?
We understand that plans change! If you need to cancel, please do so at least 24 hours in advance so that we may open up the time for another client. You may be charged a fee if you cancel within 24 hours of your service or do not show up without canceling.
6. How do I cancel or modify an appointment?
You may cancel or modify your appointment through your local store.
If you opted in for text message reminders, you will receive a text message confirming your appointment upon booking and a reminder 24 hours before your appointment. To cancel, reply 2.
7. Can I change or upgrade my service once I get to the store?
If we have availability, absolutely! Please discuss with your Service Advisor in-store at the start of your service.
8. What if I am late for my appointment?
We will hold appointment times for 15 minutes. If you are running late, please call the store to let them know.
Please note that the end of your appointment time remains the same, and the Service Advisor will do as much as they can in the remaining allotted time.
9. Can I book for a group?
If booking for a group online, you will need to book each person as an individual appointment. You may also call the store to book for you.
About Equipment Services
10. What services do you offer?
We offer a variety of sporting equipment services in our stores. Our menu varies by location.
11. How should I prepare for my appointment?
For equipment services, think about what specific adjustments or maintenance you want. You may bring photos or documentation if applicable.
For all services, arriving with clean equipment is preferred but not required.
12. How will I connect for my Virtual Consultation Service?
A Zoom link will be sent to you in your confirmation email.
13.Who will do my service?
All of our services are performed by specially trained Service Advisors or Technicians with relevant certifications, if required by the state in which they practice.
14. What do I do when I arrive for my service?
When you arrive in the store, head to the Service Desk or designated area to check in or ask any Service Advisor.
Prior to beginning your service, the Service Advisor will take you through a pre-screening safety questionnaire.
You will be asked to review and sign a digital waiver (legal guardian must complete the waiver on behalf of a minor).
15. What do I do if I am unhappy with my service?
If you are unsatisfied with your service, we want to know! If you are in the store, ask for a manager. They can help address your concerns in the moment.
If you have left the store already, please reach out to our client service department at Sales@EmySportingGear.com as soon as possible.
Hygiene & Safety Questions
16. What hygiene standards and safety regulations are in place for services?
The health and safety of our clients and Service Advisors is our highest priority. Our service hygiene and safety standards were developed based on guidance from federal, state, and local authorities and include the following:
– Health and safety prescreen questions for Service Advisors and clients before the service begins, as guided by local ordinance.
– Personal Protective Equipment including a mask and gloves will be worn by Service Advisors during all services.
– Both Service Advisors and clients are required to sanitize their hands before each service begins using hand sanitizer.
– All surfaces, including chairs and workstations, are disinfected before and after each service.
17. How do you sanitize your tools and equipment?
We adhere to State Board requirements and follow a multi-step sanitization process for all tools, including cleaning with soap and water, disinfection with industry-approved sanitizers, and sterilization under UV light or other methods as required.
18. Can I bring my own tools or equipment?
To reduce the risk of outside contamination, Service Advisors are not permitted to use any tools or equipment brought into the store by a client.
However, clients may purchase their own tools or equipment to be used during the service.
19. When should I not receive a service?
You should not receive a service if you are showing cold or flu-like symptoms, including sneezing, coughing, or a high temperature, or if you have been exposed to someone with cold or flu-like symptoms in the last 14 days.
You may consider not receiving a service if you are part of a high-risk or vulnerable population per the CDC.
Payment Questions
20. When do I pay for the service?
For in-store services, payment is taken in-store upon completion of the service.
For Virtual Services, payment is taken at the time of completion with the method of payment used to book the appointment.
For services that require a minimum product purchase, you must purchase the designated amount of product in that store on the day of the service.
21. What is your refund policy?
We do not offer refunds on services already rendered, but if you are unhappy for any reason, please contact our client service department at Sales@EmySportingGear.com.
Loyalty and Service Questions
22. Do I earn loyalty points on services?
Yes! You will earn points on the service fee and on any products purchased. For minimum purchase services, you will earn points on any product purchased.
23. Do loyalty members receive complimentary services?
Complimentary services may be offered as part of special promotions or loyalty benefits. Please see our Loyalty Program Terms & Conditions for the most up-to-date overview of benefits.
