Shipping & returns
By making an online purchase on this Website, you accept the General Terms and Conditions of Sale of Aerosport. The following information is part of our General Terms and Conditions.
This document can be modified over time to adapt to the evolution of our offer, technologies and laws. Aerosport may add, modify or withdraw parts of this document if Aerosport believes it is appropriate to do so, with immediate effect. This will not apply for transactions in progress at the time of their entry into force. Each time Aerosport updates this document, the date on which the changes have been made will be indicated.
We do all we can so that our Website reflects the availability of items. In the case of unavailability of a product purchased online, we will quickly contact you to notify you, offer you another product or cancel your order, depending on your decision.
Prices are subject to change. In case of a difference between the price displayed online and the price indicated in store, the price in store prevails.
1. RECEPTION OF ORDER
1.1 CONTACTLESS PICK-UP, in our Oka store parking lot.
Free. If you plan to pick up your order in Oka, you must check the box < Contactless Pick-up... > in your online cart or tell us so when you purchase by phone. As soon as your order will be processed, you will receive a confirmation message. No appointments can be made on the same day.
If the pick-up option does not appear when you pay for your online shopping cart, do not proceed with the online purchase; call us instead at 450 415-0582. SHIPPING COSTS PAID AT THE TIME YOU ORDER ONLINE CANNOT BE REFUNDED, even if you change your mind.
1.2 SHIPPING across Canada, except oversize items.
We ship SUP and inflatable kayaks everywhere in Canada, (standard shipping cost are offered during the on-line process or over the phone) with UPS, FedEx or Purolator.
Delivery must be made to a physical address (post box not accepted; 2nd shipping is on your charge, if needed).
We are not responsible for delivery delays that would be due to the carrier.**
If the real shipping cost appears to be different from what you paid on-line, we will contact you to inform you and adjust payment. If this does not meet your expectations, you will still be able to cancel your ordre. We will refund the full amount of your order.
**Circumstances surrounding the pandemic are currently causing delays for some transportation companies. Our shipping tool allows us to be notified of delays at any of the shipping companies at the time we ship your order. If we see that the shipping company you have chosen is experiencing significant delays, we reserve the right to use another company to ship your order. In this case, even if the new shipping cost is less than what you paid, no adjustment will be made. Shipping costs are not refundable.
1.3 OVERSIZE ITEMS
RIGID SUP | RIGID KAYAKS | PADDLES | BIKES | etc. : You can plan the a Parking lot pickup (on appointment only) or coordinate the pickup with a carrier of your choice, by notifying us in advance. As soon as your order will be processed, you will receive a confirmation message. No appointments can be made on the same day.
2. RETURN POLICY - 30 DAYS
If you are not satisfied with the product you ordered, you must contact us by email at [email protected] for a return number, if authorized. The general conditions of sale by type of product vary. Read all of the following sections carefully.
FOR AN AUTHORIZED RETURN, THE GOODS TO BE EXCHANGED MUST BE:
• New
• Have never been used
• In its original unaltered packaging (the package or box must not have been broken)
• With original labels
• With its accessories and manuals
• Mandatory proof of purchase
• If the item is unsuitable for resale, for any other reason, the return will be refused.
• The item must be sent back within 5 days from the moment of the agreement, by regular mail (proof of sending may be required).
• We do not cover shipping costs for the return of the product(s).
You must allow 1 to 2 weeks after receipt of the merchandise for your account to be credited (the credit will be applied to the card with which the purchase was made). Financial institutions sometimes require 1 to 2 billing cycles before the credit appears on your account statement. Please check with your financial institution before contacting us.
3. REIMBURSEMENT OF SHIPPING COSTS
We do not cover shipping costs for the return of your product, unless we have made a mistake in preparing your order or if the product is defective. You are responsible for shipping costs for authorized returns and they are non-refundable. Aerosport assumes no responsibility for goods returned in transit to its warehouse. For your protection, we recommend that you use proof of delivery and insure your package against loss or damage. We recommend that you have a tracking number from your carrier.
4. RETURN OF SPECIAL ORDERS
The return of special orders and/or items that Aerosport does not normally keep in stock is at Aerosport's sole discretion. The request must be made by email to [email protected]. If Aerosport accepts the return of an item from a special order, a 20% charge may apply. We do not cover shipping costs for the return of an item purchased on special order.
5. ORDER ERROR
If we have made a mistake, we will do our best to correct the problem. If you have received the wrong item, or the right item but the wrong color/size, you must contact us by email at [email protected]. We will immediately send you the correct item, if we have it in stock. We will coordinate the pickup of the wrong item by sending you a delivery slip so that you can return the items to us, free of charge. We will not refund the fee if you choose to send the item yourself.
6. DEFECTIVE ARTICLE
For any defective item, please contact us by email at [email protected]. Be prepared to explain and/or send photos and videos of the problem, if requested.
According to the guarantee of the manufacturer of the product, and after noting the non-conformity of the product at the reception, we will make the link with the company concerned, or will proceed to an exchange by an identical product, according to its availability, if and only if the manufacturer authorizes us to do so.
7. FINAL SALES
Swimwear, neoprene items, bodyboards and skateboards are final sales. All sales on sale items (special/promotion/clearance/etc.), including kayaks, SUPs, surf boards and bikes are final sales. These items cannot be returned or exchanged.
8. CARRIERS
We use the following carriers:
- UPS
- FEDEX
- PUROLATOR
- DHL
9. CONTACT
Telephone: 450 415-0582
Email: [email protected]
Address:
Aerosport Oka
55, Notre-Dame St.
Oka, Qc
J0N 1E0