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Frequently Asked Questions

The temporary closure of our stores raises many questions. Here, in quick succession, are a few answers that should enlighten you.

Reopening of our stores

For the time being, in order to put in place safe sanitary measures for our customers and employees, we have chosen to postpone the opening of our stores beyond May 4th. Please note that we are actively working to reopen our stores as soon as possible. In the meantime, we invite you to visit our website to meet your needs.

What is the delivery delay?

As we receive a high volume of orders and work with a small team, it may take longer than normal to process your order.

In addition, Canada Post's delivery times are longer than usual. Thank you for your understanding and patience.

Can I order an item on the site and pick it up the same day in store?

No, it is not possible to order an item and pick it up the same day, as in-store processing and delivery can take up to 7 business days. When your order arrives in-store, a customer service representative will contact you by phone.

Can I have skis delivered to my home?

Yes, it is possible for us to deliver your skis to your home, but please note that a $30 shipping surcharge will be applied to your invoice to cover the cost of shipping oversized items. Also, since skis are not considered an essential service, we are unable to include them in our in-store pick-up service at this time.

I need advice on how to make my purchase, who should I contact?

As we work in small teams, we cannot offer you an advice service similar to the one you normally experience. We are sorry for this inconvenience. However, we are working on setting up a personalised advice service in the coming weeks.

I have rental items in my possession, how do I return them to you?

You can keep them at home. You can return them without penalty up to 30 days after our stores reopen.

I sent my item in for warranty from your customer service department. How do I follow up with the supplier?

Unfortunately, you cannot follow up with suppliers directly. We will contact you with updates on your item when our stores reopen.

I placed an order online and chose the "pick up in store" option. However, due to the quick closure of your stores, I was unable to pick up my order. What should I do now?

We have refunded online orders that have not yet been picked up. The refund was made to the payment method used at the time of your purchase. You should also have received an email notifying you of this. Please note, however, that this refund may take a few business days to appear on your bank statement.

I have placed an online order that has not yet been delivered, what should I do?

The rapid closure of our stores has forced us to cancel web orders that have not yet been processed. The refund was made to the payment method used at the time of your purchase. You should also have received an email notifying you of this. However, this refund may take a few business days to appear on your bank statement.

However, if part of your order was ready to be shipped on the day of our temporary closure, we sent it to you and charged you only for the items that were shipped to you.?

How do I make a return or get a refund for an item(s)?

Unfortunately, to protect the health and safety of our employees during this difficult time, we do not issue returns or refunds. Exchanges and refunds will resume when our stores reopen. You will have 14 days after the reopening date to return your item(s) without penalty.

Please do not return any items by mail during our closed period. Following this instruction will help us ensure the safety of our employees.

My bike is in the shop at one of your stores for a repair or tune-up. How do I get it back?

Contact us at info@lacordee.com to make an appointment to come and pick up your bike.

How do I send a defective item to your warranty department?

Unfortunately, our warranty department is closed at this time. When our stores reopen, contact the customer service department of the store of your choice and we will be able to guide you through the steps to follow to take advantage of the warranties offered by the manufacturers.

I put a deposit on hold before you closed, how do I get my item back?

Contact customer service at info@lacordee.com. One of our customer service agents will be able to follow up with you to get your item shipped to you as soon as possible.

If you can't find answers to your questions in our FAQs, please feel free to contact our customer service department at info@lacordee.com. Due to the high number of emails received in the last few weeks, it may take a little longer than usual to process your message. We sincerely apologize for this inconvenience and do our best to serve you as quickly as possible under the circumstances.

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