Frequently Asked Questions
Neptune FAQs
Scuba, Ski & Snowboard
Ski / Snowboard Rentals
How long can I keep my rental?
Your rental is yours to use for the number of days that you booked it for. We’ll always ensure that everyone is aware of the pick-up and return dates. In peak season we often experience back-to-back bookings. However, in the event that you would like to keep your rentals for longer, give us a call and we will make every effort to meet your needs.
Can I pick up my rental the day before?
Yes. Have a chat with us when you are planning your booking and we will make the arrangements so you can get your gear when you want it.
Can I use my own boots?
Absolutely! If you plan to use your own boots, you will need to bring both boots with you, and our technicians have the right to refuse your boots if they deem them unsafe.
Are helmets included in your rental program?
Unfortunately, we do not offer helmet rental due to hygiene reasons.
What does the damage waiver cover?
Once the skis or boards leave our store, they’re your responsibility. Damage can happen, even in the best conditions, and it’s your responsibility to ensure that doesn’t happen. If we find damage to the ski or board, we may charge you the cost to repair the ski or board. If the damage is so severe it’s unfixable, we will charge you the full cost of the ski or board. As unfortunate and uncommon as it is, theft is always a possibility, and the damage waiver does not cover theft. If the equipment is unable to be recovered, you will be charged for the cost of the equipment.
Ski / Snowboard Boot Fitting
How long does custom ski boot fitting take?
Plan for about 1.5 to 2 hours. This gives us time for a full foot assessment, custom footbed molding, boot selection, heat molding, and follow-up adjustments. We don’t rush – your comfort and satisfaction are worth the time.
Do I need an appointment for a fitting?
Appointments are strongly recommended during peak season. Walk-ins are welcome but booking ahead ensures we can dedicate the time and attention you deserve.
Are custom footbeds necessary?
While not mandatory, we highly recommend them. Stock footbeds offer little to no support. Our custom-molded Bootdoc footbeds improve comfort, alignment, heel hold, and reduce fatigue – especially for skiers with flat feet or high arches.
I’m a beginner skier – do I still need a custom fit?
Absolutely. A properly fitted boot can make or break your first ski experience. You’ll have more control, less pain, and more confidence – making learning much more enjoyable.
What if I buy boots from you and they start to hurt later?
No problem. Your ski boot fit is guaranteed for life. Whether it’s a week or five years down the road, bring them back and we’ll make the adjustments you need to get back on the slopes in comfort.
Can you fit custom boots for children or teens?
Yes, we fit skiers of all ages. For growing feet, we can recommend fit strategies that allow for adjustment over time without sacrificing comfort or performance. We also sell ski boots for kids that are adjustable for size.
Do you only fit boots purchased at your shop?
If you already own boots, we’re happy to assess the fit of your boots, heat mold, make any needed adjustments and fit custom footbeds. These services are subject to a fee. If you buy boots from us the fitting, heat molding and any adjustments are free of charge.
What do I need to bring to my fitting appointment?
Bring the ski socks you plan to wear, and if applicable, your old boots. This can give us a good reference point and help ensure we match you with the right setup.
Do I really need a custom fit for snowboard boots?
Yes. A proper fit is critical to comfort, control, and preventing heel lift. Many snowboard boots vary widely in fit between brands, and off-the-shelf options often leave gaps or pressure points. Our custom fitting process ensures your boots match your feet—and your riding style.
What if my heels lift inside the snowboard boots?
We specialize in solving heel hold issues. After your initial fit, we can add foam wedges, J-bars, or full butterfly pads to the liner to lock your heel in place without causing pressure points.
Ski / Snowboard Boot Adjustments
My ski or snowboard boots hurt – can you fix them?
In many cases, yes. We specialize in solving issues like cold feet, heel slip, shin pain, cramped arches, and general discomfort. We’ll assess your boots and let you know if adjustments can solve the problem – or if a new boot may be the better solution.
What kinds of adjustments do you offer?
We offer a full range of professional boot adjustments, including but not limited to:
- Liner and shell heat molding
- Custom footbeds
- Shell stretching
- Planing and lifting
- Footbed heaters
- Cuff and cant adjustments
- Liner modifications, such as padding or shaping for pressure relief
Do I have to buy my boots from you to get them adjusted?
No. We’re happy to work on boots you already own – even if you bought them elsewhere. While we can’t guarantee the size and fit, if we believe your boots can be adjusted successfully, we’ll do everything we can to make them work for you.
How do I know if my boots need adjustments or replacement?
We’ll inspect your boots and assess their condition, fit, and overall performance. If adjustments can fix the issue, we’ll recommend a plan. If the boots are beyond saving – due to incorrect sizing or wear – we’ll be honest with you about your best options.
What are footbed heaters, and do I need them?
Footbed heaters are battery-powered elements that keep your feet warm inside your boots. They’re a great option for people that suffer from poor circulation in their daily life or anyone who skis or rides in colder conditions. We can install them directly into your custom footbeds.
How much do adjustments cost?
Pricing depends on the type and complexity of the adjustment. Simple fixes like footbeds or liner heat molding are usually quick and affordable, while more involved work like shell planing or cant adjustment takes more time. We’ll always provide an estimate up front.
Can you stretch ski or snowboard boots to fit bunions or pressure points?
Yes. We can heat-stretch specific areas of your boot shell to relieve pressure around bunions, ankle bones, or instep issues – without compromising performance.
Scuba Diving Rentals & Service
What do I need to rent scuba equipment?
To rent tanks, BCs, or any dive-specific equipment, you must present proof of certification from a recognized scuba certifying agency (such as MDEA, PADI, SSI, or equivalent).
Can I rent just part of a scuba setup?
Yes, all of our rental gear is available individually or as a full set. Whether you need just a wetsuit or a complete rig, we can accommodate your needs.
I’m taking a scuba diving course at Neptune; do I get a discount on rentals?
The cost of our scuba dive courses includes use of all the equipment that we provide. The only extra things you will need are items that we don’t offer as rentals: goggles, fins and a snorkel.
Do you offer rental packages for multiple days or group bookings?
Yes, we can offer discounted rates for multi-day rentals and group bookings. Contact us for details and availability.
Is the rental gear serviced regularly?
Absolutely. All of our rental equipment is cleaned and inspected between each use to ensure safety and performance.
Can you service gear that I didn’t buy from you?
Yes, we service most major scuba brands regardless of where the equipment was purchased. Bring it in and we’ll assess it for service or repair.
Do you service dive computers?
Yes, we provide battery replacements and inspections for many types of dive computers. If your computer has brand-specific servicing requirements, we can advise you on next steps.
Do you offer hydrostatic testing for tanks?
We coordinate hydrostatic testing through a trusted third-party provider. All other services are performed in-house by our certified technicians.
How long do repairs and servicing usually take?
Turnaround time depends on the type of service needed, but most standard maintenance and minor repairs can be completed within a few business days. We’ll give you a time estimate when you drop off your gear.
What if I have questions about my gear or its condition?
We’re here to help. Bring in your equipment or give us a call—our team will be happy to answer your questions and recommend the best course of action.
Learning to Scuba Dive
Who Can Scuba Dive?
Almost anyone in good health, who is comfortable in the water can learn to scuba dive, providing they are five years or older*. Some of our most enthusiastic divers are well into their golden years. There are certain medical or physical conditions that would not be compatible with safe diving. If someone is interested in diving and has a condition that is questionable, a medical examination by a doctor may be required.
What certification agency do you use?
We certify all divers through the Multinational Diving Educators Association (MDEA). MDEA is a globally recognized agency known for its high standards in training and education. Your certification will be accepted anywhere in the world.
How much does the beginner scuba class cost?
The Open Water Level One class is $499 and includes academic sessions, pool training, open water dives, certification fees, use of all major equipment, and a student kit (textbook, dive log, dive tables, dive certification). The only additional costs are your mask, fins, snorkel, and entrance fees to the dive site. Students also receive 10% off scuba gear purchased at Neptune.
How long does it take to get scuba certified?
The course is designed to be completed over a few weekends. It includes 3 classroom sessions, pool training, and 4 open water checkout dives. Some students choose to complete their dives locally, while others opt to join us on dive trips to the Caribbean.
Do I need to buy equipment to take the class?
No. We provide all necessary scuba equipment for pool and open water sessions, excluding mask, fins, and snorkel. We stock a wide range of these items at discounted prices for students.
Can I complete my open water dives on a dive trip?
Yes. While most students complete their checkout dives at Penny Royal Dive Resort or a local quarry, we also offer the option to complete these dives on one of our Caribbean or dive trips. Additionally, if you have your own dive trip planned, we can provide a referral to a dive school of your choosing.
What is the difference between Level One and Level Two certification?
Level One (Open Water) is your basic certification to dive safely and independently. Level Two (Advanced Open Water) builds on those skills and introduces you to 6 specialty dives, such as deep diving, navigation, night diving, and wreck diving. It’s ideal for those who want to explore more challenging dive environments.
What are specialty dive courses?
Specialty courses allow you to focus on specific types of diving, such as Nitrox, Dry Suit, Rescue Diver, or Night Diving. Each course is $199 and includes classroom training (if needed), equipment, and open water dives with a specialty instructor.
Do you offer scuba training for kids?
Yes. We offer youth diving programs starting at age 5, with age-appropriate training levels and safety guidelines. From surface-only experiences to full Junior certifications, our programs grow with your child’s interest and ability.
Can teens train for leadership roles?
Yes. Teens age 14 and up can enroll in our Assistant Dive Master course, which prepares them to assist instructors and dive leaders. It’s a great step toward professional diving certifications.
What are the requirements for Dive Master training?
To qualify for our Dive Master Program you must:
Be at least 18 years old
Be a Level 3 or equivalent diver
Have a Rescue Diver certification
Have logged at least 25 non-training dives
Do you offer Instructor training?
Yes. Our instructor program includes approximately 45 hours of training and evaluation. It’s led by Dennis Salisbury and costs $999. Interested candidates can apply in-store and schedule a meeting with Dennis to begin the process.
What if I’m not happy with the class?
We stand by our training. If a student is not satisfied, we will provide a full refund. Our instructors are committed to teaching at your pace and ensuring you have a safe, fun, and successful experience. During the course, if a student needs extra time in the pool to get fully comfortable it will be provided at no extra cost.
How do I sign up?
You can sign up by clicking the link on the learn to dive page, visiting our shop, calling us, or submitting a request through ‘contact us’ web form. Spots fill quickly, so we recommend reserving early to secure your preferred class dates.
Trips
Who leads Neptune’s international trips?
Currently many of the trips are led by Dennis Salisbury, who has been guiding ski and dive excursions since 1979. His decades of experience ensure safe, smooth, and memorable group travel.
What is included in the cost of the ski trips?
Both Austria and Italy ski trips include:
- Lodging
- Ground transportation via rental vehicle
- Daily gourmet breakfast and dinner
- All taxes and gratuities
What is not included in the ski trip packages?
You will need to budget separately for:
- Airfare
- Lunches
- Lift tickets (approximately $50 per day)
- Fuel for rental vehicles
Can non-skiers join the trip?
Yes. These trips are also a great fit for sightseers and shoppers. Local villages offer woodcarving shops, historic sights, and day trips to places like Cortina and Venice.
Are the ski trips suitable for beginners?
Absolutely. Both Austria and Italy ski trips offer plenty of wide, gentle, scenic runs perfect for beginners. Lifts can also be ridden back down the mountain if needed.
Are the trips family friendly?
Yes, most of the time our trips are a mixture of couples, singles and families. We welcome all to travel with us
What about advanced or expert skiers?
Experienced skiers will enjoy destinations like Mt. Hohe Salve in Austria and the Marmolada Glacier in Italy, with long vertical descents, scenic mountain passes, and optional full-day routes.
What if I want a single room?
Single occupancy is available for an additional charge:
- Austria: $400
- Italy: $350
What is included in the Roatan dive trip?
The Roatan trip is all-inclusive and includes:
- 7 nights at Mayan Princess Resort
- 3 meals daily and unlimited alcohol
- 5 days of diving (15 dives total)
- 1 night dive
- Access to pools, kayaks, live entertainment, and beach amenities
- Airport transfers in Honduras
Is airfare included in the dive trip price?
No. Airfare is not included. Flights currently average around $750 round trip. We can assist in booking airfare for an additional $25 service fee.
What documents are needed for the dive trip?
A valid passport is required to enter Honduras
Can I add extra dives on the Roatan trip?
Yes. Additional dives can be added for $25 each, and Nitrox is available at an added cost.
Do I need to bring my own gear?
Neptune offers discounted rental gear for the dive trip. You’re welcome to bring your own equipment or rent what you need from us.
How do I sign up for a trip?
Email info@neptuneshop.com to reserve your spot. Trips are limited and tend to fill quickly, so early registration is highly recommended.