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HBtrials :: Shipping and Returns
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Shipping and Returns
Shipping

We use Canada Post for most orders since it's the easiest way to send parts within Canada at a resonnable cost. We also use FedEx for some orders and for most orders sent to the USA.

Shipping cost are based on our experience dealing with theses company over the last 5 years. It's very hard to calculate exactly the shipping cost for all destinations and all sort of orders since the cost depends on the package weight, size and the shipping address. We tried to calculate an average cost for typical orders and this is what we charge on the site. In about 85% of the cases, we actually pay more for shipping than what we charge, so you can be sure you will not overcharged for shipping like some online stores or online auction sites do all the time! If you still feel like you've paid too much for shipping cause our averaged price was more than what your package cost in reality, contact us and we'll refund you the extra fees. This is not something that happen a lot thought.

Delivery times :
Most packages will be delivered within 7 business days within Canada. It usually goes like this for items sent with Canada Post Expedited service :

Within the Province of Quebec : 1-3 business days
ON, NB, NS, PI : 2-5 business days
MB, SK, AB, BC : 5-8 business days

Theses are approximations for the standard service, there some extra delays from time to time for reasons beyond our control. Please contact us if you ordered something an you did'nt get it after 2-3 days + the delay specified here for your destination.

If you require a faster shipping service, it's available, but not included in our free shipping offer. One step up that is usually still pretty affordable is the Canada Post Xpresspost service wich take 2 days to ever destinations in Canada. Also available, Priority Courrier and all the FedEx services. In short, it's totally possible to get you a frame we have in stock in Quebec to your house in BC the next morning before 10 am... but it will cost you! Please contact us for details.

Order dispatch time :
When the items are in stock, every orders placed and payed for is usually sent the next working day. This is not an absolute garantee, but it's posssible in about 95% of the cases. When a problem occur, it's usually that we are missing some shipping informations from the customer, so please make sure to provide a complete shipping address and contact email/phone. There is no shipping during the week ends. You can still order, but it will be shipped the next monday.

International orders :
Internatinal customer are welcome. If you're from outside the Canada or USA, please contact us directly to get a shipping quote for any items you wish to purchase. The online payment is turned off on purpose because it's very hard to evaluate shipping charges. Unfortunately, we can't offer free shipping to other countries even if the total reach 300$.

Returns

We don't get many returns here at HBtrials. Why? Because we are here to help you find the right part that will fit your bike the first time. So, if you're stuck while choosing a part on the site and you're not sure if it will fit your bike setup, contact us and we'll help you pick the part you need.

No matter what we do, mistakes can still happen. So, if you need to return an item you bought from us, please contact us to explain the problem. It's often just a small fitting problem that can be solved easily. If the issue can't be solved after contacting us, you need to return the product.

There is two kind of problems that can happen :

1) We sent you the wrong item/color/size...

If you ordered something specific, and it's showed as such on the invoice but we sent you the wrong part, we will promptly exchange it for you at no cost and refund you the cost of the shipping to get it back to us (based on Canada Post Standard service rates). Theses conditions must be respected to get the item replaced :

- the customer needs to contact us within 7 days of receiving the package
- items must be like new, in original packaging, not used, not installed, not scratched...
- item must be returned using a trackable shipping method
- the customer needs to pay for the shipping back to us and we will refund this cost (based on Canada Post Standard service rates)

2) You ordered the wrong part, part that will not fit your bike, wrong color, wrong size... You no longer want the item, you changed your mind, your dog is dead, you forgot to buy a present for grand ma....

In short, we are not responsible for this mistake, then you have to pay the shipping back to us. We can't refund shipping cost for theses returns but we will refund the product cost and taxes. Also, on almost all order, the shipping price charged is lower than what the it really cost us to send the item, this shipping cost will be deducted from the refund as well as a 20% restocking fee. For example, if you bought a 500$+taxes frame, you got the shipping for free. A refund for this order would be 500$+tx minus our shipping cost (about 30$ in Canada) minus the 20% restocking fee. Theses conditions must be respected :

- the customer needs to contact us within 7 days of receiving the package
- items must be like new, in original packaging, not used, not installed, scratched...
- item must be returned using a trackable shipping method
- the customer needs to pay for the shipping back to us
- the customer needs to pay any brokerage fees if it was shipped from another country to Canada
- for complete bicycles, no possible refund, we will work the situation with you (find a better suiting stem, bars, etc.)

Any questions or concerns about all this, please contact us for details.  
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