Our policies

Shipping Terms

Our shipping policies vary depending on the items purchased and the order value. Here are the different shipping rates:

Pick up in store. Free. Valid on all of our products. Please note that pick up in store must be picked up within 10 days following the purchase, otherwise products will be restocked, order will be cancelled and customer will be reimbursed.
Standard delivery. Flat rate of $15. Valid for purchases under $99 that include standard size items.(Bikes, bike racks, cross-country skis and poles are not standard size item).
Free delivery on purchase of $99 or more. Free. Valid for purchases under $99 that include standard size items.
Bike racks shipping. Flat rate of $79
Cross country ski poles shipping. Flat rate of $60.
Cross country skis shipping. Flat rate of $60.

If you purchase multiple items, the shipping cost will be the higher option available. For example: You buy a bike rack (with a flat rate of $79) and a helmet (at a standard shipping rate of $15), the total shipping rate would be $79.

The shipping options are calculated automatically at checkout. If the system is faulty, we reserve the right to contact you and demand the delivery costs explained above.

Payment terms

Bikes, bike trainers, gps and any other articles with a price greater or equal to 300$ must be paid using Paypal. We reserve the right to cancel any order that does not respect our payment terms.

Refund

It will be our pleasure, upon presentation of the electronic invoice, to refund any new and unused merchandise in its original packaging, within 30 days following the receipt of your order confirmation email, at Boutique Vélos Cadence store. All refunds will be made in the same form of payment as the original purchase. All shipping and oversize product fees that may have been charged at the time of purchase are non-refundable. If you wish to return a product to our warehouse, please refer to the warehouse return instructions. The postmarked date on the package will be considered the date of return.

Boutique Vélos Cadence is not responsible for any shipping, handling, packaging or any other potential fees incurred as a result of products returned to the warehouse.

Exchanges

It will be our pleasure, upon presentation of the electronic invoice, to exchange any new and unused merchandise in its original packaging, within 30 days following the receipt of your order confirmation email, at Boutique Vélos Cadence store.

Exchanges will not be possible directly through our warehouse. The following items cannot be refunded or exchanged: cross country skis, shorts, socks, underwear and helmets.

Final Sales

Products with a discount of 40% or more are considered final sales. Products with "DEMO" in their name are also final sales. Therefore they cannot be exchanged or refunded.

Warranty

It will be our pleasure, upon presentation of the electronic invoice, to repair or exchange any defective merchandise at Boutique Vélos Cadence store. This guarantee does not cover normal wear and tear, improper use and accidental breakage. See details in store.

Return

Instructions

For your convenience, there are two available options for items eligible to be returned: Return to our warehouse Return to a retail store

Please note that we can charge up to 20% of the purchase value for restocking fee.

For full details on each return option, please read the information below.

Return to our warehouse

If you wish to return an item to our warehouse: Call Boutique Vélos Cadence Customer Service at 450-482-0617 or send an email to info@velocadence.ca. Make sure to supply the Customer Service agent with your order number.

Note: You cannot return your order to the warehouse unless you complete this step. Pack the unused/unworn item(s) securely in the original product packaging with all paperwork, parts, and accessories to ensure credit. The package should be returned to our warehouse: Boutique Cadence Vélos : 345, Sir-Wilfrid-Laurier blvd, St-Basile-le-Grand (Quebec), J3N 1M2 The customer is always responsible for the shipping costs and the return costs except in the case of an error on our part. Take note that all returns made in store are free. We cannot accept C-O-D-s. We recommend that you keep the return tracking number for your records. We will not be responsible for any damaged, misdirected or lost return packages. To receive credit, items must be returned within 15 days of the order date. The postmark date of the return package will be considered the return date. You can expect a refund, in the same form of payment originally used for the purchase, within two (2) weeks of our reception of the returned item(s). Credit for gift returns will be issued to the original purchaser. If you have any additional questions, please contact a Customer Service agent at 450-482-0617 or send an email to info@velocadence.ca

Return to a retail store

To avoid all return shipping fees, you may return an item to Boutique Vélos Cadence store.

Please follow these instructions: The customer is always responsible for the shipping costs. Pack the unused/unworn item(s) securely in the original product packaging with all paperwork, parts, and accessories to ensure credit. Bring your electronic invoice with you to the store as a proof of purchase and price paid. To receive credit, items must be returned within 30 days of the order date. Your refund will be in the same form of payment originally used for the purchase. If a gift card was used for payment and you return an item to Boutique Vélos Cadence store, the refund will be in the form of a gift card. If a promo card was used for payment and you return an item to Boutique Vélos Cadence store, any portion that was paid with a promo card will be applied to another promo card, if the promotion is still valid. Otherwise, only the amount applied to your credit card will be refunded. On presentation of the original invoice, credit for gift returns will be issued in the form of a Boutique Vélos Cadence gift card.

If you have any additional questions, please contact our Customer Service by phone at 450-482-0617 or send an email to info@velocadence.ca