- If your items are required to be special ordered from the manufacturer or warehouse, please allow 2- 15 business days (depending on the brand) for special orders to arrive at our facility. If we can not meet this time frame, we will inform you. - If a special order is no longer available for order from its manufacturer, you will be contacted and granted a refund. - Special ordered items are subject to a 25% restock fee upon return or exchange. Please verify sizing prior to purchase or reach out to us to discuss options. - Rizoma products that are special ordered are considered final sale and ineligible for return.
Shipping
- Delivery within Canada or the USA takes approximately 5-10 business days (on in stock items), subject to change based on shipping location. - Domestic shipments are sent via Canada Post; other couriers available upon request. - Shipments to the United States are sent via UPS, FedEx, or DHL. - International deliveries have no designated time frame due to unexpected delays and import procedures; usually within 5-15 business days (on in stock items) using DHL Express. - Alternate couriers can be requested at purchase, potentially requiring additional payment. - Selection of shipping option without insurance coverage absolves responsibility post-shipment; claims processed by shipping company with our assistance. - Insurance coverage purchase allows us to process claims for damaged or lost items during shipment, refunding or replacing affected items. - Tracking number provided for all shipments; lost or damaged items during shipment not our responsibility, claims processed by shipping company with our assistance. - Shipping label copy provided upon request for proof of shipment. - Additional surcharges may apply for oversize/overweight packages or shipping to rural and military addresses within Canada and the United States; communicated via email, with uncollected charges resulting in order cancellation.
Damaged Shipments: - Upon receipt, inspect all packages for missing, damaged, or incorrect parts. - Contact us and the shipper immediately for damaged parts; claims without shipping insurance must be processed through the shipping company. - Claims for insured shipments processed by us, providing refund or replacement. - Not responsible for missing, damaged, or incorrect parts after 30 business days, nor for lost or stolen packages; all such claims through shipping company.
Returns
- Authorized returns accepted within 30 days of shipment date - Authorized returns must be in complete, original packaging with all tags included - No returns accepted on electronics, helmets, sale items, consumables and Rizoma special orders. - Damaged or incorrect items in shipment must be repacked in original container and returned after contacting us - Authorized returns must be in original condition with all components intact - Not responsible for installation errors; no coverage for labor, towing, or rental car expenses due to wrong or defective parts during installation - "Taken out for a ride" merchandise considered used and non-returnable - Unused items with missing or damaged packaging, tags, components, or hangers may be subject to additional processing fee of up to 25% of merchandise cost - Freight charges not reimbursable unless return is due to our error - Return shipments must be prepaid, including import, courier, customs, and/or duty fees; - "Collect On Delivery" shipments rejected - Refused, undelivered, or abandoned packages subject to $15.00 CAD fee - Refunds processed within 72 to 96 hours of receiving item(s) and confirming conformity to policies - Bank may take 4-7 business days to post credit to account or credit card - Special ordered items subject to restock fee of 25% of total value pre-tax, excluding shipping
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