Frequently Asked Questions
Reopening of our stores
All our stores aroutlets are now reopened. However, the opening hours have changed. Click here for the schedule of the store of your choice.
What is the delivery time?
Order processing time is approximately 7 working days.
Due to the great popularity of bikes these days, it may take slightly longer to process your order than estimated if you ordered a bike. Thank you for your understanding.
In addition, Canada Post's delivery times are longer than usual.
How do I change an order in process?
It is impossible for us to make changes to an order in process. If you wish to modify an order sent to our web system, we will first have to cancel it completely. Afterwards, you will be able to redo an order according to your needs.
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.
Is it possible to 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?
For all your questions related to web ordering, you can contact us by email at info@lacordee.com or by phone at (514) 528-3590.
For all your questions related to the products presented on the website, you can contact us by phone at (514) 645-6445.
I have rental items in my possession, how do I return them to you?
All our stores are now reopened. It is therefore possible to return them without penalty up to 30 days after the reopening of our stores.
I sent my item in warranty from your customer service department. How do I follow up with the supplier?
Warranty returns service is slowly resuming. We will contact you as soon as we can. Please note that processing times are longer than usual.
How do I make a return or get a refund for an item(s)?
Purchases made in-store and online can be returned free of charge to one of our 5 stores within 14 days of purchase or receipt of order.
We are not responsible for any return costs associated with items purchased online.
Items reduced by 50% or more are not exchangeable or refundable.
You can consult our return policies here.
How do I send a defective item to your warranty department?
Contact the customer service department of the store of your choice and our employees will be able to guide you through the steps to follow to take advantage of the warranties offered by the manufacturers.
If you do not find answers to your questions in our FAQs, please do not hesitate 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.
