Returns policy
Updated October 13, 2026. This policy applies to Canadian and US purchases made after this update is published. Orders placed before this update, including earlier on October 13, retain the policy shown at purchase.
This version applies to purchases made after it is published. Earlier purchases retain the terms applicable when the order was placed. These terms do not limit your rights under applicable consumer law.
Return window
Request a return or exchange within 14 calendar days of delivery, pickup or in-store purchase. This applies to eligible Canadian and US online and in-store purchases.
Once your return is approved, send it back within 7 days of approval. Wait for return authorization and instructions before mailing a package. Returns sent without authorization may not be accepted.
Return conditions
For a change-of-mind return or exchange, items must be unused, unwashed, undamaged and in original condition, with all tags attached and original packaging. Please provide proof of purchase, such as your order number or receipt.
Cycling apparel, including bib shorts and jerseys, must be tried on over appropriate undergarments and must not be used for riding. Shoes may be tried on indoors only and must remain in new condition.
Items showing signs of wear, washing, damage, fragrance or misuse are not eligible for change-of-mind returns.
Refunds, exchanges and store credit
Approved refunds are issued to the original payment method in the original purchase currency, less a 3% restocking fee. The fee is calculated on the price actually paid for the returned merchandise after discounts, excluding tax and shipping. Applicable tax is adjusted as required.
Exchanges and store credit have no restocking fee. Exchanges are subject to availability. Original delivery charges are not refunded for change-of-mind returns, except where required by law.
Are there return shipping fees?
Canada: A prepaid return label is available for C$20 for an eligible refund, exchange or store-credit return. The charge is deducted from your refund or store credit, or collected when arranging an exchange. Approved in-store returns have no return-label charge.
United States: Customers arrange and pay for tracked return shipping to Enroute Boulder, 1815 Pearl St, Boulder, CO 80302, United States. Wait for return authorization and instructions before mailing a package.
Return shipping charges apply when choosing an exchange or store credit. Any shipping charge for a replacement item will be disclosed before you confirm the exchange.
How do I initiate a return or exchange?
Start through your customer account at account.enroute.cc or email support@enroute.cc . Include your order number, the items you wish to return, your preferred refund, exchange or store credit, and the reason for your request.
Wait for return authorization and instructions before mailing a package. Returns sent without authorization may not be accepted.
Can I return items purchased online in-store?
Eligible Canadian online purchases can be returned or exchanged at Enroute Cycling, 2205 West 1st Avenue, Vancouver, BC V6K 1E9, Canada.
Eligible US online purchases can be returned or exchanged at Enroute Boulder, 1815 Pearl St, Boulder, CO 80302, United States.
The same 14-day request window, eligibility conditions and final-sale exclusions apply. Approved in-store returns have no return-shipping charge. The 3% restocking fee applies to original-payment refunds; exchanges and store credit have no restocking fee.
Discounted items
Items discounted 20% or more in total are final sale for change-of-mind returns and exchanges. This includes bundles.
The total discount includes markdowns, promotional codes, automatic discounts and bundle savings applied to the item. It is based on the actual reduction from the regular price to the final price paid, rather than adding discount percentages together. For example, 10% off followed by another 10% off equals a total discount of 19%.
Otherwise eligible items discounted less than 20% follow the standard return policy, including eligibility for refunds. Paying with a gift card or store credit is not a discount.
Arc’teryx products follow the same rules as other brands. Product-specific final-sale exclusions still apply.
What items are final sale?
The same product exclusions apply to Canadian and US purchases. The following are final sale for change-of-mind returns and exchanges:
- Items discounted 20% or more in total, including bundles
- Socks, bras and undergarments
- Headwear and gloves
- Base layers, arm warmers and leg warmers
- White bib shorts
- Water bottles and nutrition products
- Collaboration items and limited releases
- Gift cards, except where redemption or refund is required by law
Orders shipped outside Canada and the United States are also final sale for change-of-mind returns and exchanges.
Final-sale status does not limit your rights concerning defective, damaged or incorrectly supplied items, or any other rights under applicable consumer law.
Wrong, damaged or defective items
Contact support@enroute.cc promptly with your order number and photos. These issues are handled separately from change-of-mind returns. For a confirmed defective, transit-damaged or incorrectly supplied item for which we are responsible, no restocking fee or return-shipping charge applies.
The change-of-mind time limits, condition requirements, final-sale exclusions and fees in this policy do not limit your rights under applicable consumer law.
Order cancellation
To request cancellation or a change to an order, email support@enroute.cc within 60 minutes of placing your order and include your order number. We will confirm whether fulfillment can be stopped or the change made. A request does not guarantee that an order can be cancelled or changed.
This request window does not limit any cancellation rights you have under applicable law.
What is your return processing time?
Returns are typically processed within 5–7 business days after receipt. Once a refund is issued, please allow 5–10 business days for it to appear, depending on your financial institution.
Delivery issues
If your order is delayed, missing or marked delivered but not received, contact support@enroute.cc with your order number. We will review the delivery information and help investigate with the carrier. Any remedy will depend on the circumstances and your rights under applicable consumer law.
Order verification
We may hold or cancel orders that appear fraudulent or high-risk and may request additional identity or payment verification. Cancelled orders are refunded. This does not limit your rights under applicable law.
Return abuse
We may refuse discretionary change-of-mind returns or limit return privileges for accounts with a pattern of excessive returns, returning worn items or misusing this policy. This does not limit your rights concerning defective, damaged or incorrectly supplied items, or any other rights under applicable consumer law.
Product appearance
Colours and materials may appear different on a screen, and manufacturers may update packaging or specifications. Minor differences do not necessarily indicate a defect. This does not limit your rights if an item is defective, incorrectly supplied or materially different from its description.
Do you provide crash replacement?
Accidents happen. That’s why Enroute offers a crash replacement program for eligible items purchased directly from us.
What’s Included
We provide a 35% discount toward a replacement item.
The discount is calculated based on the original purchase price, as confirmed by your transaction record.
Eligibility
- Available to the original purchaser only
- Valid within 12 months of the original purchase date
- Applies to damage resulting from a cycling incident
- Item must have been purchased directly from Enroute
Crash replacement is offered at our discretion and may not apply to all brands.
How to Apply
To initiate a crash replacement request, please email support@enroute.cc with:
- Proof of purchase
- Clear photos of the damaged item
- A brief description of the incident
Our team will review your request and guide you through the next steps.
Crash replacement is separate from returns and is not affected by final-sale status.
Crash replacement is separate from returns and is not affected by final-sale status. It does not replace or limit your rights under applicable consumer law.
These change-of-mind return terms, including time limits, condition requirements, final-sale exclusions and fees, do not limit your rights under applicable consumer law. For a confirmed defective, transit-damaged or incorrectly supplied item for which we are responsible, no restocking fee or return-shipping charge applies.