FAQs

What is the Help Desk?
One of the things we did a little differently with our new site launch, was to add a Help Desk. The Help Desk is monitored by our Crew. Anytime you use the Contact Us form to communicate with us, we are watching as a "ticket" is created. The Help Desk gives different departments visibility into issues or questions that you may have. We wanted to reduce the time it took to resolve your issues and give you real-time status on the conversation through your Customer Account. Ticket information can be found under My Account>My Tickets. (Page top)

What forms of payment are accepted?
ChutingStar accepts Visa, Mastercard, American Express and Discover. In most cases, we will also accept Wires, and will provide our Bank Wire information during the sales process or if the Wire option is chosen during checkout. For Wire Payments, orders will not be processed and shipped until the Wire has finalized in our account. (Page top)

How do I become a Sub-Dealer?
We have a sub-dealer program for Drop Zone/Gear Store Owners or Managers. To be eligible for the program, we must be able to verify your relationship with the DZ Owner. The account is in the name of the Drop Zone or Gear Store and one person will be identified as the User or Contact for the account. The Account ID and Password cannot be shared among other personnel or customers. If there is a personnel change, ChutingStar will need to be notified of the new contact. Sub-Dealer Discounts are applied in the online shopping cart on eligible products. ChutingStar reserves the right to revoke a Sub-Dealer if the rules of ownership are not followed.

Sub-dealers are responsible for processing their Customer's return transactions. Sub-Dealers are also eligible for the Rewards Program. (Page top)

Where is my refund?
Refunds are processed once we receive the returned item or are notified of a cancellation. Your refund will be processed to the original card from the transaction or back through your Paypal Express Account. Please be aware that refunds may take 5 - 10 days to show up in your account.

If the item being returned was purchased with a gift certificate or e-gift card, refunds will be placed on the e-gift card or on your Customer Account. If an item was purchased using points in whole or in part, the merchandise will be accepted for return and the points re-instated. e-Gift Cards and Gift Certificates cannot be exchanged for cash. (Page top)

How do I get some ChutingStar Swag?
We receive emails and letters from all over the world asking for some swag. We are happy to provide you with some of our ChutingStar Swag; stickers, laces, pull up cords and catalogs. You may Contact Us to make that request or order it online. Shipping is free. (Page top)

Do you have a newsletter?
ChutingStar will publish Newsletters throughout the year. We have been on the receiving end of being bombarded with information so we are working to provide relevant and timely information related to our customers. We will profile locals and notify you of special events and promotions that you can take advantage of as well as earning SuperStars. You can sign up and earn Points as part of our SuperStars Rewards Program. (Page top)

I measured my head, why doesn't my helmet fit?
Helmets are the most exchanged and returned item in the warehouse. Even if you measure perfectly, you cannot account for different shaped heads. Helmet manufacturers provide the best information possible and we have also published an article "Helmet Fit is Not an Exact Science" for you to read to help you make the best decision possible. Be aware that not all manufacturer's helmets are sized the same. The best thing is to try different helmets on in one of our locations. We built the helmet wall for just this reason. If you cannot get to one of our stores, do the best you can in measuring your head. Talk to others as well. If it doesn’t fit, it’s fine to exchange it for another size, we’re used to it. (Page top)

How do I place an order?
Orders can be placed online at ChutingStar.com, over the phone at 1-770-445-4000 or via e-mail with the Gear Order Form sent to gear@chutingstar.com. In stock orders received by 5:30 pm ET, can ship out via UPS the same day. Orders shipping via USPS must be received by 3:00 pm ET.

Customer account holders who place orders placed online can earn SuperStars as part of our SuperStars Rewards Program. SuperStars are not eligible for phone orders. If your shipping option offers tracking, the tracking number will be emailed to you once your order has shipped. (Page top)

Do you sell Gift Cards?
ChutingStar sells eGift Cards online. They can be purchased for various amounts determined during product selection. eGift Cards can be emailed to your recipient when you provide their name and email address on the eGift Card page. The eGift Card contains a unique code to be used when making purchases online. The balance is tracked through our internal system until the entire amount is exhausted. If you are trying to check your balance, visit eGift Card.

eGift Cards are non-transferable and cannot be changed out for cash. In the event that a purchase, made with an eGift Card, is returned, the refund will be placed in an online account or given back in the form of another eGift Card. Purchases of eGift Cards are not eligible for SuperStar rewards.

ChutingStar gift certificates expire one year from the date of purchase. (Page top)

Why am I paying sales tax?
Sales tax on your order is calculated according to the destination of the merchandise, since states have individual tax laws. ChutingStar doesn't benefit from the collection of sales/use tax and we remit collected tax directly to the taxing jurisdiction. We are required to collect tax on any order sent to states where we operate a retail business. Sales Tax is charged on merchandise and shipping for orders delivered in the state of Georgia. (Page top)

Why are there extra fees for shipping smoke?
ChutingStar sells Skydiver Smoke Grenades however there are some strict regulations as to how and where it is shipped. Be informed of the requirements to avoid any delays in shipping.
  • FedEx Ground is currently the only carrier that will ship smoke grenades.
  • We can only ship smoke grenades within the continental United States to a business address.
  • There is a $35 FedEx Hazardous Item fee automatically added to normal shipping charges at checkout.
  • Rush shipments are not possible with HazMat shipments, so plan ahead with your orders.
  • Smoke grenade orders ship 1-2 days after order placement due to HazMat paperwork and pickup regulations.
  • You can purchase and/or pickup smoke grenade orders directly from our shop in Marietta, GA, during business hours to avoid shipping delays and fees.
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Why was my order canceled?
Our website is integrated with our payment processor and other verification applications. If you order is canceled, it is most likely related to the information entered for your Credit Card. When entering your card information, it is important that your address information matches what is currently on file at your card institution. Additionally, you will want to make sure that the card numbers and CVV are entered correctly. When we cannot validate any of the information entered, we may choose to cancel the order.

We also work with address verification systems that can confirm whether your address is deliverable. If the address does not exist or it is not deliverable, we will attempt to contact you to verify the street address and/or the apartment or suite number. Because of the fail rate with undeliverable addresses, we will not ship until we have a good address. If we do not hear from you based on the email address you provided, we may cancel your order and refund your payment. (Page top)

Where is my tracking number?
Tracking numbers are sent to you once the package label has been printed and reported to our online ordering system. You should receive a tracking number via the email on your order. In some cases, our shipping emails can get stuck in a spam folder. If the email isn’t sitting in trash or spam, please contact customer service 1-770-445-4000, or email us at our Contact Us page. We will provide an update to the status of your package. (Page top)

What happens if I refuse a shipment?
We do not recommend refusing shipment of the package. Refused packages do not always make it back to us. If the package is refused, and makes it back to us, the cost of return shipment including any customs, duties and handling fees will be deducted from your refund and is typically two to three times your original shipping charges. Refunds are processed once items are received back in our warehouse. (Page top)

How much will it cost to ship my package to me?
Shipping estimates are available in your shipping cart. To get an estimate, add items to your cart that you wish to purchase. International Customers: For Zip/Postal Code, enter 11111. Once all items are in your cart, locate the Estimate Shipping and Tax button in your Cart Summary. You will only need to add a few pieces of information to get an estimate for all available shipping methods. Shipping is based on size, weight and final destination. The estimator tool is not a final charge. All of the available services and final charges to choose from will appear once your full address is entered during checkout. If you are need help, check out the "How-to Video". (Page top)

What is a store pickup?
If you live local to Marietta, Georgia or plan to be in the area, you can choose a day and time to pick up your package in our Showroom. You will be able to select "Store Pick Up" at the Shipping Address form. Continue through to the Shipping Options page and select the button for Store Pickup. You will need to select the location and the pick up time. If you are in need of help, check out our "How-to Video". Although there is no cost to do so, local county and state taxes are applied. (Page top)

How do I become a rigger?
Each year, we host rigger courses for skydivers and pilots from around the world that want to become a rigger. We recommend that you start by reading one of our blog articles "So you wanna be a parachute Rigger?". Course openings are posted online and on our social media pages, be sure to follow our Facebook, Instagram and Twitter accounts to be notified of course availability. (Page top)

I am buying a rig from someone. Do you offer an escrow service?
Buying and selling used gear is a very common part of ChutingStar business. In some cases, the buyer/seller is from your home drop zone and you are able to presume some level of confidence in your arrangement. Facebook has several sites that are dedicated to buyers and sellers looking for a good deal on used gear. What do you do to make sure this isn't fraud? This is where escrow comes in to play. A neutral third party can secure the payment as well as inspect the gear and provide a report on the condition of the rig. If you are interested in using our escrow services, you will need to make arrangements to have the gear shipped to our loft. The gear will be inspected and you will be provided with a copy of the report. The buyer usually pays for the inspection as it is a small investment to have an unbiased, Master Rigger inspect the gear.

We recommend that buyer and seller agree on who will pay for shipping and rigging prior to having the gear shipped to us. Documenting this arrangement in an email will make for a smooth process. If the buyer decides to purchase the gear, he/she arranges for payment to the seller. We will release the gear once payment has been received by the Seller. If the buyer decides not to purchase the gear, the gear is returned to the seller once all rigging services have been paid and shipping has been arranged. Read more in our blog article, "Used Gear Inspections and Escrow". (Page top)

Will you buy my used gear?
We don’t buy everything, but we do buy items that our customers are looking for and/or that we know we can find a customer for in the near future. Most likely, you will get more money for your used gear selling it independently. However, if you are looking to earn quick cash, this is the right service for you. The details of our gear buying program is outlined in our blog article: "ChutingStar Buys Used Gear!" If you decide to sell your gear, be sure to follow the steps outlined in the article. (Page top)

Where do I enter my coupon code?
Coupon codes are entered into the PROMO CODE button in your Cart Summary while you are still in your shopping cart. Only 1 Promo Code can be used per order, so if you have multiple codes, you'll need to decide which one you want to use. If you are in need of help, check out the "How-to Video". (Page top)

How do I apply my Gift Card?
Gift Card numbers are entered into the GIFT CARDS button in your Cart Summary while you are still in your shopping cart. If you redeem your Gift Card while logged into your account, but do not complete checkout, the balance will then show as a Store Credit, and will be available for use when you're ready to checkout at another time. If you are in need of help, check out the "How-to Video". (Page top)