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FAQ

What should I do if I receive an incorrect item?

We have high standards when it comes to packaging your order however mistakes, do occur from time to time. Please accept our apologies if you have received an incorrect item. As part of our customer objectives, we will do our upmost to resolve your query with speed, ease and with absolute minimal inconvenience.

We will review each case individually when considering the return of the product; in some cases we may require further information such as pictures so we can choose the best course of action. Our aim is to provide the best solution for you as quickly as possible.

 

What should I do if my item is damaged?

Although we take care to prevent any damage to your goods during transit it is possible that problems may arise. Please accept our apologies if you have received a damaged item.

We ask that you do not refuse delivery, instead accept the goods and contact us immediately. Refusal may actually result in a delay of the parcel being returned.

You can contact us via email at support@thecyclist.ca. Please attach any pictures you have of the damage to the message. A member of our team will review the details and offer the best resolution to resolve your query.

 

How do I report a fault with my product?

Please accept our apologies if you believe there is a fault with your item, we take all complaints regarding the quality of our products seriously and we will need to investigate the reported fault in more detail.

In order to do this we ask that you contact us via email at support@thecyclist.ca. Please provide details of the fault and where possible attach pictures to your message.

 

How do I arrange a return?

Please visit our Return Policy Page for details.

 

Will you refund my postage costs to return an item?

We offer risk free shopping experiences at The Cyclist and will pay for your return shipping 

- If we sent you the wrong item

- If the item is damaged or faulty

- If the size doesn't fit and you need to exchange for a different size

- Basically for any reason, as long as the product is returned in NEW and UNUSED condition.

We will not refund postage costs to return any item due to reported damage or fault where no error was found in the testing process. Costs of posting the item back to you will depend on the item and will be communicated to you after the testing process has been completed.