Support F.A.Q.

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

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.

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.

Orders for regular-priced items 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 customerservice@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

Purchases made at a retail store

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

Purchases made online at sugoi.com

Submit a Return Request

Please include your web order number and the name of the item(s) you wish to return.

Online Purchase Return Policy

New and unused garments shipped within the US and Canada 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.

International purchases are not currently eligle for return. Failure to comply with these conditions can impact our ability to process your return.

Holiday Returns

Unworn, regular-priced items purchased from sugoi.com and shipped within the US or Canada, 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 7am to 5pm PT.

• 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 1.800.432.1335.
• 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.

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.