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Support F.A.Q.

Product Warranty

↑ topConsumer Warranty Policy

  • SUGOI will only replace with same model / size on item(s) purchased within one year through an authorized dealer or online retailer. If the requested item is out of stock, it may be necessary to warranty the item with a comparable style or colour.
  • SUGOI will pay the shipping costs for replacement items. We ship all return warranty items via UPS ground with Signature Required.
  • SUGOI will NOT give cash refunds to any consumers for warranty item(s). Consumer warranties are replacement only.
  • Dated proof of purchase required.

↑ topLimits of Responsibility

We accept no responsibility for user-initiated damage and/or loss of parts incurred during operation or use of product.

↑ topDefective Items

A defective item is one that is inoperable but has no apparent damage. If you receive defective merchandise, please reference SUGOI’s Warranty Policy.

↑ topSubmitting a Warranty Claim

If you have any questions regarding a warranty claim submission please review the policy below and contact our Customer Service Department at consumer@sugoi.com or 1.800.432.1335.

Defective Items 

A defective item is one that is inoperable but has no apparent damage. If you receive defective merchandise, please reference SUGOI’s Warranty Policy.

Warranty Policy

All SUGOI products will be covered for one full year from date-of-purchase to the original owner from an Authorized Dealer or Authorized Online Retailer.
We always recommend that your return to the original retailer for SUGOI warranty inquiries.

Please be aware of claims that are not subject to warranty:
  • Damage caused by general wear and tear.
  • Damaged caused by general wear against abrasive surfaces such as Velcro, Bag straps; rough seams or a rip on one's saddle.
  • Damage to fabric caused by UV (Sunlight), Chlorinated Pools, Bleach, Fabric Softeners or Dry Cleaners.
  • Rips, Burns, Tears and Damages due to accident, improper size choice, normal wear and tear, improper care, mis-use, or the natural breakdown of colors and materials over time.
  • We accept no responsibility for user-initiated damage and/or loss of parts incurred during operation or use of product.
  • Any items sold at the annual factory sale are final and not subject to warranty.

Special Note: SUGOI does not repair product or credit repairs done locally through retailer's discretion. However, we will try our best to provide a replacement upon our customer's request.

Limits of Responsibility 

  • SUGOI will only replace with same model / size on item(s) purchased within one year through an authorized dealer or online retailer. If the requested item is out of stock it may be necessary to warranty the item with a comparable style or colour.
  • SUGOI will pay the shipping costs for replacement items. We ship all return warranty items via UPS ground with Signature Required.
  • SUGOI will NOT give cash refunds to any consumers for warranty item(s). Consumer warranties are replacement only.
  • Dated proof of purchase required.
Pricing & Payments

↑ topPrice and/or Description Changes

  • All prices, pictures, and descriptions on this website are subject to change. We maintain no responsibility for inadvertent errors. Please contact us within 30 days regarding price or promotion discrepancies.
  • When you place your order with us, you agree to the price and terms indicated on this website. Price differences related to future or past prices in our store or any other store are not refundable.

↑ topErrors on Sugoi.com

Prices and availability of products are subject to change without notice. Errors will be corrected where and when discovered. SUGOI reserves the right to revoke any stated offer, cancel orders, and to correct any errors, inaccuracies or omissions in any stated offer or price, including after an order has been submitted and whether or not the order has been confirmed and your payment processed.

If your payment has already been processed for the purchase when your order is cancelled, SUGOI will issue a credit to the payment method used in the amount of the charge. Individual bank policies will dictate when this amount is credited to your account.

↑ topSales Tax

All orders are subject to local sales tax.  Sales tax may be applied to your order if it ships from the same state or province as your shipping address. Sales tax may be applied to shipping and handling charges.

↑ topPayment Security Procedures

The Shopify service has built-in security measures to protect your information from loss, misuse and alteration. We use industry-standard practices, such as encrypted storage and password protection systems, to safeguard the confidentiality of information.

↑ topPayment Methods

The following credit cards are accepted by SUGOI:

  • Visa
  • MasterCard
  • American Express 

Please Note

  • When you use a credit card to place an order, the billing address you provide must match the billing address that is on file with the financial institution that issued the credit card.
  • If a credit card authorization fails, we reserve the right to cancel your order without notifying you.
  • It is your responsibility, as a consumer, to settle credit card problems with the issuing institution, and then place the order again when the problem is resolved.
Shipping & Returns

↑ topShipping Methods + Charges

Shipping Service: 

  • All Orders are sent via Standard Ground Shipping. 
  • Standard Shipping and Handling charge of $10.00 CDN / $8.00 USD will apply to all orders.
  • Any orders that are over $100.00 CDN /$75.00 USD (subtotal) will receive free shipping and handling.
  • All orders will be sent UPS.

Shipping Territory: 

  • SUGOI only ships to the Unites States* and Canada.
  • We do not currently deliver to PO boxes, APO (Air/Army Post Office) boxes, FPO (Fleet Post Office) boxes or freight forwarders. 

*United States includes: Hawaii, Alaska, Puerto Rico, Virgin Islands and Guam. Excludes the regions: Marshall Islands, Northern Mariana Islands, Palau. 

Shipping Restrictions: 

  • SUGOI cannot ship to Postal Boxes (APO, FPO and P.O. Boxes).
  • We reserve the right to refuse any sale at any time

Customs, Duties and Brokerage:

  • Import duties and brokerage fees on shipments to residents in the US and Canada are covered by SUGOi. Residents should not be charged additional fees upon delivery.

↑ topHow to Return

Orders placed through Sugoi.com are eligible for return through Sugoi. If you purchased a Sugoi product through one of our retail partners, please return or exchange that item directly through that store.

All returns must include a completed Return Authorization Number.  Please see our Return Policy for qualifying returns.

How to complete your SUGOI return:

  1. Download and complete a Return Authorization form (RA form)
  2. Email the completed Return Authorization form to consumer@sugoi.com
  3. Customer Service will provide a Return Authorization Number (RA Number)
  4. Print your Return Authorization Form with your RA Number and include this with your return package

↑ topReturns Policy

Purchases made at a retail store

If your purchase was made from a Sugoi retailer, please return your item to that store.

Purchases made on-line at sugoi.com

30 Day Return

New and unused garments may be returned within 30 days from the purchase date so long as the following conditions are met.

  • Only new, regular priced, unwashed garments may be returned.
  • Items purchased at promotional pricing are non-returnable.
  • Product tags and labels must be attached to the garment.
  • Return items in the original product packaging, to the fulfillment center identified on the order's packing.

Failure to comply with these conditions can impact our ability to process your return.

Holiday Returns

Unworn, regular-priced items purchased from sugoi.com between November 1 and December 31 of each calendar year are returnable until January 31 of the following year. Please include your web order number when delivering your gift to its recipient in order to expedite the returns process.

On Sale Items

Items purchased at a discount as part of a sale or promotion, including Black Friday, are not eligible for return, except for Warranty Claims. All on-sale items are guaranteed by our standard Product Warranty unless otherwise noted.

60 Day Comfort Guarantee on Select Items

If you are not fully satisfied with the comfort of your new bike shorts or tights** within 60 days of the purchase date, simply return them to the original place of purchase. 

  • Original inside label must be intact when returning shorts.
  • Dated proof of purchase required.
  • Promotion applicable within North America on Fall 2015 Collection to the current season collection.
  • Promotion applicable within Europe from Spring 2016 Collection to the current season collection.

*Failure to comply with these conditions can impact our ability to process your return.

**Qualifying Bike Shorts/ Tights from Fall 2015

[Product number can be located on garment tag]


Our Return Process – What you can expect once we receive your return

For approved returns, credit will be applied to the credit card used to make the original purchase; if this is not possible, a cheque/ check will be issued.  Refunds will be processed for the garment purchase price and does not including additional charges such as  shipping or handling fees.  

Note: Exchanges are currently only offered for the 60-Day Comfort Guarantee program.  

Returns are typically processed within 5 business days of receipt of the return.  Once your return has been processed, we will notify you via email.
If you require more information please contact SUGOi Customer Service (1-800-432-1335) Monday – Friday, from 9am to 6pm ET.

↑ topDamaged Items

  • If an order arrives to you with obvious shipping damage, please refuse the delivery. If you have accepted delivery and then find shipping damage, please call SUGOI Customer Service immediately.
  • Please save all packaging material and paperwork for the order if shipping damage is a possible issue. If you dispose of packaging material or attempt to return the merchandise without first contacting SUGOI, you jeopardize our chances of making a claim, and you may not receive credit for the return.

↑ topOrder Questions or Changes

  • If you have recently placed an order through the SUGOI store and need information or would like to change your order please contact us by email or call <a href="tel:+18004321335">1.800.432.1335</a>.
  • Telephone, postal mail, Fax, and email orders are not accepted.
  • If you cannot use our convenient online shopping catalogue, you may be using an outdated browser. To view content and place orders on our website, we recommend that you use the most recent version of your favourite browser. Options include: Google Chrome, Firefox, Safari or Microsoft Internet Explorer.
  • SUGOI does not accept credit card numbers delivered by email. You should never send credit card numbers by email, as it is not a secure practice.
  • COD orders are not accepted.

↑ topRefunds, Credits and Balances Due

As soon as SUGOI receives and processes your return, we will notify you via email. Your credit card should be credited within 10 business days of the time that you receive this email. The return credit should be reflected on your statement within one or two billing periods, depending on your financial institution’s billing cycle.

Privacy Policy

↑ topIndemnification

You agree to indemnify, defend, and hold harmless SUGOI, its affiliates, officers, directors, employees, consultants, and agents from any and all claims, liability (including product liability), damages, and/or costs (including, but not limited to, attorneys' fees) that arise from your use of any of SUGOI’s services.

↑ topCollection of Information

The SUGOI website collects information about the use of the service in order to provide a secure and personalized experience. For example, we collect customer name, purchasing records, and shopping patterns.

We may collect Information when you:

  • Place an order.
  • Send email messages or other information to us.

Like many other websites, SUGOI uses a standard technology called "cookies."  Cookies are small pieces of information stored on your hard drive and not on our site. They can help make your Internet experience quicker and more convenient. Cookies allow you to keep shopping cart information independent from our servers. Cookies help us understand how customers use the service, which allows us to improve and tailor the service. You will not be able to use the SUGOI web services if you disable cookies.

↑ topDisclosure of Information

We do not sell, rent, or loan your information to third parties without your permission. So, for example, we do not sell your email address or other information to mass marketers. Members of SUGOI will be allowed to contact you with special offers and information related to products you have bought or shopped for on the website.

↑ topPrivacy Protection For Children

In compliance with the Children's Online Privacy Protection Act (COPPA), we will not knowingly provide our services to persons under the age of 18.

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