- SUGOI will only replace with same model / size on item(s) purchased within one year through an authorized dealer or online retailer. If an item was purchased directly from sugoi.com, Sugoi will replace the items directly where possible. 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.
Support F.A.Q.
↑ topConsumer Warranty Policy
↑ 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 submit a ticket to our Customer Service including photos of the issue your are experiencing and purchase info (such as a web order number or store information). You can also call us at 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.
↑ 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.
↑ topShipping Methods + Charges
Standard Ground Shipping:
- All Orders are sent via Standard Ground Shipping, unless another service level is selected.
- Standard Shipping and Handling charge of $7.50 CAD will apply to orders of $0.01-$98.99.
- Any orders that are over $99 CAD (subtotal) will receive free ground shipping and handling.
- All orders will be sent via FedEx or Canada Post.
Express Shipping:
- FedEx 'Next Day Shipping' service is available for a flat fee of $25 CAD regardless of order value.*
- *Service is not available in Quebec, Ontario, New-Foundland & Labrador, Nunavut, Yukon, or Northwest Territories. Timeline may vary depending on location.
Shipping Territory:
- SUGOI ships directly to the Unites States* and Canada.
- We cannot ship to P.O. boxes in Canada.
*United States includes: Hawaii, Alaska, Puerto Rico, Virgin Islands and Guam. Excludes the regions: Marshall Islands, Northern Mariana Islands, Palau.
Shipping Restrictions:
- We reserve the right to refuse any sale at any time
Customs, Duties and Brokerage:
- Orders placed on our Canadian webstore will be shipped from our Canadian warehouse, and will not be subject to additional customers, duties or brokerage fees if shipped within Canada.
↑ topHow to Return
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.
To start a return, submit a ticket to Customer Service indicating your web order number and item(s) being returned.
↑ 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 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.
↑ 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 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.
↑ 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.
↑ 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.
↑ 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.
↑ 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
For full details on our information collection, data protection and other privacy-related issues, click to see our current Privacy Policy