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Returns

Last Updated: August 03 2021

Our return and exchange policy

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

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

If you have purchased an item in store, you may go about 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 with the purchase order of the items ordered online (paper or electronic). You will receive a refund according to the method of payment used at the time of purchase.

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Items purchased online

Make a free return or exchange in store within 30 days of the purchase date. 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 (with the exception of purchases made using PayBright).

Exchanges may not be done by mail, only returns may be carried out using this method. You can return items by mail within 30 days of the purchase date. 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.*

Conditions and exclusions

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 and weapons, 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 warranty

If an item bought at SAIL is defective, visit us in store with the item, the original packaging, and proof of purchase, or fill out this form that will be sent our customer service team. We will follow up with you as quickly as possible.