If you follow the steps laid out here then processing your Return/Exchange, Warranty submission, or Comfort/Fit guarantee exchange should be a breeze! See below for advice on how to utilize our procedures and to get the best support we can give you.
Product is eligible for return/exchange within 15 days of original purchase.*
It should be noted that while returns and exchanges are accepted within 15 days of original purchase, items must be in new condition and with all appropriate packaging to be eligible for return. Exchanges may be facilitated without all original packaging but items must be in new condition and be unused. Parts that have been installed (such as a tire fitted to a rim to check frame clearance, a bar mounted into a stem to examine fit, or a pair of shoes that have had cleats installed,) are not eligible for return or exchange as they are no longer in new condition.
*The following items are not eligible for return or exchange:
- Complete Bicycles
- Sale items (including New Old Stock, items found in the ‘Yard Sale,’ or any other discounted item.)
- Apparel/Worn Accessories including, but not limited to - jackets, gloves, caps, shoe covers, arm/leg warmers and socks.
- Chamois Cream
- Leather Saddles and Grips
If you’re feeling good about all that and are ready to begin processing your return/exchange please follow the steps below:
Please fill out the ‘Contact Us’ form on the right hand side of this page to start the Return Authorization process. It is during this process that our team will determine the best way to move forward in regards to a potential return or exchange. Please use the main body of the form to note the reason for return or exchange (feel free to include any photo or video in this section.) In the ‘subject,’ box please write “Return/Exchange,” it just makes our lives a little easier! At this point we may ask for additional clarification or photos/video to approve your return/exchange. A member of our team will follow up with you within 1-3 days to provide you with a RA, if appropriate, and we will encourage you to send back your item(s) for return/exchange at that time. Once the product arrives back here at the Kissing Crows Outpost we will issue your $refund$ or process your exchange.
Although we do our best to offer high quality components, accessories, and bicycles, sometimes issues can arise. Manufacturing defects are uncommon but they do happen. Defective product can pass quality control once in a while but again, it’s not very common. When you choose to purchase through Kissing Crows Outpost (or Kissing Crows Cyclery,) part of our commitment to you as a seller is that we will help you sort out any potential warranty issues and to come to bat for you whenever we can. If something is not acceptable as a warranty claim there may be other ways we can support you. Always feel free to reach out to our team!
See below for instructions on how to submit a warranty claim:
Please fill out the ‘Contact Us’ form on the right hand side of this page to start a warranty claim. It is during this process that our team will determine the best way to move forward. Please use the main body of the form to note the reason you think the product is eligible to be warrantied (feel free to include any photo or video in this section.) In the ‘subject,’ box please write “Warranty.” At this point we may ask for additional clarification or photos/video to approve your warranty claim. In some cases the product may need to be sent back to us in order for the warranty process to move forward. A member of our team will follow up with you within 1-3 days after you reach out to us to outline next steps. Please remember that submitting a warranty claim does not guarantee it will be accepted and that the issue you’re experiencing is covered by the manufacturers warranty. Please be assured that we are going to do whatever we can to help resolve whatever issue you’re experiencing and that we will do what we can to make it right. With that in mind, there are a few things to consider.
The following situations are not covered by manufacturers warranty:
Regular wear and tear
Fit or comfort issues
Using product outside of intended use as specified by the manufacturer
Some products come equipped with a comfort or fit guarantee provided by the manufacturer. A comfort guarantee works as a sort of exchange where you can receive the same item in a different size, or an item of the same type with a different fit, after determining that the item you purchased does not fit properly. Some examples of products that we stock at Kissing Crows Outpost and Kissing Crows Cyclery with such guarantees include:
Shimano and Pearl Izumi footwear
A comfort guarantee is designed and implemented for two reasons. First, to provide an element of security to your purchase in an environment where it can be challenging to get the in-person, professional support you would expect from a quality retailer. Second, to account for the difference between trying out something in-store (or at home in the case of on online order,) and actually being out there riding with that product. Things such as foot swell can make a big difference between trying on a shoe in-store versus how the fit feels on a 120km ride. It can also be hard to determine which saddle will work for you 40km into a ride without actually having done that ride. We acknowledge this and this is why we work with our partners at Pro, Pearl Izumi, Shimano, and Lazer to fulfill these comfort and fit guarantees. Please keep in mind that comfort guarantees are not returns. A comfort guarantee is designed to accommodate a purchase made in good faith, with every intention of keeping and using the product at the time of purchase. A comfort/fit guarantee will only be acted upon if, after use, do you determine the fit is not right and you would like to have it exchanged for a different size or different fitting product in the same general category.
Please follow these directions when submitting for a Comfort/Fit Guarantee exchange:
Please fill out the ‘Contact Us’ form on the right hand side of this page to start the comfort/fit guarantee process. It is during this process that our team will determine the best way to move forward. Please use the main body of the form to note why you would like the item to be covered under the manufacturers comfort/fit guarantee program. In the ‘subject,’ box please write “Comfort/Fit Guarantee.” At this point we may ask for additional clarification or photos/video to move forward on your comfort/fit guarantee fulfilment. A member of our team will follow up with you within 1-3 days after you reach out to us to outline next steps. Please remember that submitting a comfit/fit guarantee submission does not guarantee it will be accepted and that the issue you’re experiencing is eligible for exchange with this program. That being said, we are going to do everything we can to get you a product that fits properly and meets your needs. Thanks very much!
Additional Questions and Support
If this long winded document has not answered your question(s) about returns/exchanges or you have something else we can help you with, please contact us at [email protected] with further questions. We’ll be happy to help!
*Don’t forget that your question may also already be answered in our FAQ!