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Returns and exchanges

Last Updated: April 12, 2022

Our regular return and exchange policy

For in-store or online purchases, our return and exchange policy is effective within 30 days of the purchase date.

Expert-level Explore+ Rewards Program members enjoy a 45-day exchange and return period and free returns for online orders.

Items to be returned or exchanged must be new, unworn, unaltered and unused*, with the original label and original packaging. A receipt with the date of purchase of the items (paper or electronic) and/or purchase order for online orders are required for in-store returns.

*Bikes that are already assembled can however be returned if they are not damaged.

How to make a return or an exchange?

Items purchased in store

Return or exchange in store only.

Make an easy and free return or exchange within 30 days of the purchase date, at any SAIL store. Go to the Customer Service desk at the SAIL store of your choice. You will receive a refund according to the method of payment used at the time of purchase.

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Items purchased online with the in-store pickup service

Return or exchange in store only.

Make an easy and free return or exchange the same day or within 30 days of the purchase date, at any SAIL store location.

Simply go to the customer service desk at the SAIL store of your choice with the purchase order (paper or electronic). You will receive a refund according to the method of payment used at the time of purchase.

Unfortunately, exchanges or returns may not be done by mail, only in store.

See more details about in-store pickup

Items purchased online with the home delivery service

Return in store or by mail, exchange in store only.

You can make an easy, free return or exchange in store within 30 days of the date of purchase.

Exchange or return in store: Go to the customer service desk at the SAIL store of your choice with the purchase order (paper or electronic). You will receive a refund according to the method of payment used at the time of purchase (with the exception of purchases made using PayBright).

Return by mail: You can return items by mail within 30 days of the date of purchase. A return management fee of $10 + taxes will be deducted from the total amount of the refund. Additional charges may apply for oversized items*.

View your online purchase history

Returning items by mail in 4 steps

1.

Rewrap your items

Place the item(s) in the shipping box or bag in the original packaging and seal it well. If the bag or box is damaged, the item(s) must be wrapped in paper or a bag for protection and the original packaging must be included.

2.

Put the pre-printed return label on the package

Stick the return label found on the purchase order onto your parcel directly over the original shipping label. If you did not receive a return label with your parcel, please fill out this form.

3.

Ship your parcel

Drop off the package at one of the offices of the carrier listed on the return label. You will not be charged any additional fees when dropping off your package to be shipped. See the list of branches for the following providers for returns done by mail: Canada Post, and Purolator.

4.

Receive your refund

You will be refunded within seven (7) business days following the reception of your parcel at our warehouse. A return management fee of $10 + taxes will be deducted from the total amount of your refund. Additional fees may apply for oversized items.* Expert-level Explore+ members benefit from free returns by mail for online orders.

Conditions and exclusions

Explore+ members who have reached the Expert level can may enjoy an extended 45-day return and exchange period as well as free returns by mail for online orders. To take advantage of these benefits, members must identify themselves at customer service or online. Please note that if you need to return a purchase, the amount of the return will be deducted from your total balance of annual Explore+ Rewards purchases. If the balance falls below the limit required by the level you are in, you will drop back to the previous level.


A receipt with the date of purchase (paper or electronic) and/or purchase order for online orders, and the original packaging of the item are required for in-store returns and exchanges.

A customer may incur fees or be refused a return in the case where the customer has damaged the product and/or the product’s original packaging.


The item's original packaging is required for returns done by mail. Only items bought online may be returned by mail.

A customer may incur fees or be refused a return in the case where the customer has damaged the product and/or the product’s original packaging.


Items to be returned or exchanged must be new, unworn, unaltered and unused, with the original label and original packaging. Bikes that are already assembled may be returned if they are not damaged.


Shoe and boot boxes must be placed in a bag. A customer may incur fees or be refused a return in the case where the customer has damaged the product’s original packaging.


All items marked down at 40% off or more are considered final sale and are sold without the possibility of return or exchange.

The following items are also sold without the possibility of return or exchange: masks and face coverings, gift cards, firearms, ammunition, crossbows, salt blocks, knives, climbing products, telescopes, electronics, DVDs, books, media and audiovisual equipment, software, underwear, swimwear, base layers, cycling or running shorts, socks, cayenne pepper, propane, and food products.


The return management fee of $10 + tax, as well as surcharges paid for oversize items are non-refundable.


If you paid with PayBright When returning your item to a SAIL store, you will be reimbursed on the card associated with your PayBright account. PayBright will still proceed to debit any remaining payments automatically, as agreed upon purchase.

If you have purchased items via PayBright and are returning them by mail, your PayBright balance will be reduced or canceled once SAIL receives your items. If you have already made payments, you will receive a refund from PayBright.


Manufacturing warranties

Two (2) year warranty on SAIL, Borealis, Protex and Black Ghost products

SAIL, Borealis, Protex and Black Ghost branded products come with a two (2) year warranty against visible defects and manufacturing defects resulting from normal use.

If an item bought at SAIL is defective, you will need to submit a claim. Make sure you have the original packaging of the item and proof of purchase.

Warranty for other brands sold at SAIL

The manufacturer's warranty applies to other brands sold at SAIL (except SAIL, Borealis, Protex and Black Ghost).

The warranty does not cover normal wear and tear, nor misuse or accidental breakage.

If an item bought at SAIL is defective, you will need to submit a claim. Please make sure to have the original packaging of the item and proof of purchase.

Once the claim has been submitted, you will be contacted and sent the terms, conditions and procedures to follow that apply to the defective item.

Request for a claim

Fill out this form by clicking on the button below. Your request will be forwarded to our customer service team who will contact you as soon as possible.

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