Our products are guaranteed for a period of one year after the date of the purchase. If a product turns out to be defective within this period, we will offer a repair, replacement or compensation, depending on the state of the defective item and the product's availability.
This warranty does not cover normal wear and tear, excessive usage or accidental damage (see section 4 below).
In order to return your defective product, the first step is to contact our customer service (email@example.com) and explain the issue. Photos and context are always very useful to justify your complaint. Your email must include your order number. The subject line should be "HELP_OrderNumber" for example, "HELP_1234".
If your defective product is covered by our warranty, we will send you a prepaid shipping label. All you will have to do is print it, apply it onto your package and send it at your earliest convenience. The quicker you send it, the faster you’ll have it back!
It is crucial that the products returned for warranty reasons are perfectly clean (washed and dried). If these conditions are not met, we may return the products back to you… pretty sure you would do the same!
All orders are processed and shipped within 3 business days following the date of the payment. PEPPERMINT Cycling Co. team processes orders from Monday to Friday (between 9AM and 5PM).
All packages are shipped with Canada Post within Canada, with USPS within the United States and with Fedex for all international orders.
If for some reasons, you would like a faster shipping, please contact us at firstname.lastname@example.org. We know how fun it is to be able to show off your new gear on a cycling trip or during a special event!
If you would like to pick up your order in person (and avoid shipping fees), do not hesitate to contact us to plan your pick-up. Upon request, you can pick up your order at our boutique in Montreal (Chalet PEPPERMINT) or at our Basecamp located in Tremblant. We will be happy to meet you!
Shipping is FREE within Canada for purchases of CAN$150.00 (before taxes) or more.
Shipping is FREE within USA for purchases of CAN$150.00 (before taxes) or more.
For all other orders, shipping costs are fixed :
How can I track my delivery?
Once your order has been shipped, you will receive an email including your tracking number. Simply click on it, and you will be redirected to the carrier’s website for more information.
What should I do if I still have not received my package?
If you haven’t received your package one week after reception of your tracking number, please check your tracking as your package might simply be waiting for you at the post office. If no information is listed on your tracking, please contact us at email@example.com.
What should I do if I received the wrong item?
Send us an email at firstname.lastname@example.org and our team will take care of you.
Can I change my delivery address after my order has been made?
If you realized you entered the wrong address, send us an email at email@example.com. If your order hasn’t been shipped yet, we will gladly change the address for you.
Please note that United States and International orders may be subject to local duties and taxes incurred by the importing country and that it is up to the customer to pay these charges. If the customer refuses to make the payment, the package will be returned and the order will be refunded, less the shipping charges. Despite our team's best efforts, customs may cause additional delivery time.
If your package was sent, but didn’t make it through because of an error when entering your delivery address upon checkout, you will be charged an extra delivery fee in order to send back the package to the correct address. Make sure to double check your information before checking out!
Following reception of your order, you have 15 days to return or exchange a product if it does not suit you.
***Christmas policy : We accept exchanges according to inventory until January 31st. Items are non-refundable.
Accessories (arm warmers, sport bras, socks, caps, bands, beanies, sliders and bottles) cannot be returned as they are final sales.
All discounted items INCLUDING Bundles and purchases made with a promotional code are non-refundable. They can however be exchanged if products are in stock. If not, we will issue a credit note valid on a future purchase applicable on our website.
PURCHASES MADE ONLINE
Online purchases can be returned at any time at the PEPPERMINT Chalet in Montreal. However, it is important to contact firstname.lastname@example.org before proceeding with the exchange to obtain approval form the customer service team.
Upon approval of our team, it is also possible to exchange/return at our Basecamp in Tremblant.
PURCHASES MADE AT THE PEPPERMINT CHALET
Products purchased at the PEPPERMINT Chalet must be returned to the Chalet.
PURCHASES MADE AT ONE OF PEPPERMINT'S STOCKISTS
Products purchased at one of PEPPERMINT's stockists must be returned to the same stockist.
Refunds will be made according to the original method of payment used for your order. Initial shipping fees will not be refunded. If your product is a gift, the refund will be credited to the original purchaser.
For a hassle free and less expensive return, here’s how to proceed:
Note that the return is at your expense, but that you benefit from the favorable PEPPERMINT rate ($10.00, plus tax).
First-time PEPPERMINT purchase*
Return is FREE for your first purchase with PEPPERMINT, because we know that the first try isn’t always the perfect one! If it's your first PEPPERMINT order, please let us know in your email. *Applies only to Canadian orders.
Even if it's your first order with us, all discounted items INCLUDING Bundles and purchases made with a promotional code are non-refundable. They can however be exchanged if products are in stock. If not, we will issue a credit note valid on a future purchase applicable on our website.
At PEPPERMINT, exchanges are processed as returns.
If you wish to exchange a product for a different size, the fastest way is to return the original product and to purchase the new product online. We will refund your original order as soon as we receive it.
Make sure you return the item(s) unworn and unwashed. PEPPERMINT Cycling Co. reserves the right to refuse any product that does not meet the criteria above. If so, you will be charged an extra delivery fee in order for us to send the items back.
Packages with custom fees will be refused. All returned articles must be declared as "Canadian goods return" on the custom declaration. If you forget to do so, the package may be refused and sent back to you.
For all Canadian orders, If your order returns to us with the mention “Return to Sender”, and that you do not wish to have this package resent to you and prefer getting a refund, we will deduct the cost to cover the return shipping fees from your refund.
For all United States or international orders returned to us with the mention “Return to Sender”, our customer service will contact you to follow up with more details. However, keep in mind that the refund's invoice will have a deduction for the expenses incurred by customs clearance and transportation.
If, unfortunately, you are victim of a fall or other incident that caused damages to your PEPPERMINT products, do not hesitate to contact us (email@example.com). Photos and context are always very useful for the team. Based on the information provided, we will evaluate what is possible to be done and try to revamp your favorite products! We hope this is a minor incident and that we will see you shine in PEPPERMINT soon!
Your email subject should be CRASH_Items (ie. CRASH_MistJersey).
PEPPERMINT Cycling Co. accepts only payment via Shopify Payment and Paypal.
For any questions, please don’t hesitate to contact us at firstname.lastname@example.org.
The PEPPERMINT team ensures high quality products and aims to reflect the highest standards of the industry. All our products are carefully designed to stay in top condition through all your rides, adventures and training. Although we do everything to avoid manufacturing defects, we are at your disposal if your item is unfortunately tainted with an error. Please contact us at email@example.com with your name and a photo of the product in question. We will do our best to accommodate you in a short time.
You would like to have a few tips regarding sizing from our team, send us a short email at firstname.lastname@example.org.
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