Triathlon Inspires Store wishes to make your shopping experience, including returns/exchanges, as enjoyable and as easy as possible. Please read and follow the guidelines and instructions below to assist in timely processing of your return/exchange.
1. How long do I have to submit a claim for a return/exchange?
Any claims for misprinted/damaged/defective items must be submitted within 4 weeks after the product is received. For packages lost in transit, all claims must be submitted no more than 4 weeks after the estimated delivery date.
2. What happens if a package isn't delivered to my customer, but the tracking states that it did?
a) Triathlon Inspires Store will cover a variety of courier errors such as lost or damaged in transit, postage due errors or generally misrouted packages when tracking provides no clear details or cause.
b) In the rare cases that a parcel is marked as delivered by the courier, but the recipient reports they have yet to receive it,
Triathlon Inspires Store would not cover the cost of reshipping the order. Again, this only applies if the tracking details state that a delivery was made to the recipient's address.
c) In most instances, it is found that the delivery was made, but the package was left in an unexpected location at the recipient's address. Recipients should reach out to the courier and inquire if any additional details were left by the delivery person - e.g. "left under table on back porch."
d) If your customer is unable to locate the package, you will need to place a new manual order to have it reshipped. We're not yet able to assist with filing claims with shipping carriers but hope to do so in the future!
3. My order shows it is being returned to sender, what now?
There are a few reasons an order can be returned to sender but most often it is due to an undeliverable address. Other instances include the package being unclaimed at customs or refused/returned by yourself. You will receive notice once the order arrives back to our facility. We would advise by contacting you to determine how you would like to proceed and contact us with an updated address if you wish to have the product reshipped. New shipping charges will be applied for orders that have been unclaimed at customs, returned by your customer, or had an incorrect address originally provided.
4. What if the order is lost in the mail?
a) For packages lost in transit, all claims must be submitted no later than 15 days after the estimated delivery date. But no worries! We'll cover the costs of reprinting and shipping a replacement order for you.
b) We may ask for your help before doing that, like confirming that the shipping address was correct. It would also be good to double check that you got in touch with their local post office to try locating the lost order.
c) Keep in mind that if tracking information states an order was delivered but you think you haven't received it, we won't take responsibility and reship that order. In that case, any replacements would have to be at your expense.
d) Please read our return policy for up-to-date details about reshipments.
5. How are returns handled differently when comparing quality concerns or customers changing their minds?
Any returns or problems that occur because of an error on our part will be handled at our expense. Cases where you would like to exchange or return a product without any defect or due to a wrong size being ordered would be handled at your expense by placing a new order. If the item is returned to our facility, someone from our team will contact you regarding the return. We will ship the return back to you; however, you will be responsible for the shipping cost a second time. Unclaimed returns get donated to charity after 4 weeks.
6. Where should I return the product?
a) The return address is printed on the label when you receive your product. When we receive the item(s) we'll notify you via email that the package has been returned once it reaches our facility, and based on the reason for the return, together we'll decide what the next steps should be.
b) Packages sent out from our US fulfillment centers are returned to our Charlotte facility. Its address is 11025 Westlake Drive, Charlotte, NC 28273.
c) Meanwhile, packages sent out from our Europe location are automatically returned to our Europe fulfillment center. Its address is Starta 1, 2nd bldg., 3rd fl., Riga, Latvia LV-1026.
7. What if a frame breaks during shipment?
We guarantee each product from the moment it leaves our facility to the point it is received by you. If any order arrives broken, damaged, incomplete, or wrong, we will reship their order to ensure you are satisfied with the product.
8. What if the recipient's address was wrong?
If the recipient's address was wrong, then you are held responsible. Usually, the package is sent back to the return address. However, the packages are sometimes not returned to the sender. In this case, you would have to process a new order to replace the original.
9. What if the product is damaged in the mail?
We ask for photo verification of the damaged goods sent to email@example.com, then we'll gladly send a replacement at no cost to you.
Reasons for Returns
Wrong Address - If you provide an address that is considered insufficient by the courier, the shipment will be returned to our facility. You will be liable for reshipment costs once we have confirmed an updated address with you.
Unclaimed - Shipments that go unclaimed are returned to our facility and you will be liable for the cost of a reshipment to yourself.
Returned by Customer - It is best to contact us before returning any products. We do not refund orders for buyer’s remorse, and size exchanges are to be offered at your expense and discretion. A new order, at your expense, would need to be placed for an updated size. However, we may be flexible for some cases, so please contact us to evaluate your request.
You can always contact us at firstname.lastname@example.org
for any other questions you may have. Thank you for your preference and thank you for being part of the inspiration with Triathlon Inspires®!