Items from the Posivelo e-commerce store including SecretSaddle Club saddles and other items may be returned or exchanged within 30 days of purchase date. If your saddle is in 100% resalable condition and returned postmarked to us within 30 days of your purchase date, then we will refund the entire amount of your purchase minus initial shipping cost. Your refund will be made to the method of payment used to make your purchase.
We offer a lifetime warranty against manufacturer defects. The warranty does not cover wear and tear and is only available to the original purchaser. If you are unsure about the use, installation or details of a product you can email us questions at email@example.com. Many of the products we provide may require professional installation to ensure the full benefits the product has to offer.
How can I exchange my item?
We do not offer direct exchanges for online purchases made at Posivelo. The quickest way to exchange your item is to place a new order and return your original purchase for a refund. Note that refunds are only possible within 30 days of purchase date. .
We recommend riding your SecretSaddle Club saddle for a minimum of 50 kilometers before considering returning it. The body may require time to adapt to the saddle and sometimes very small adjustments can make or break the experience. You can call us for advice on how to further troubleshoot your experience or return the item provided it is within the 30 days as described previously for a refund minus shipping cost. You are required to pay return shipping. Damaged saddles will not receive a refund. Please contact us with questions or concerns at firstname.lastname@example.org
All SecretSaddle Club saddles purchased through an authorized SecretSaddle dealer (either online or with retail fitter), must be returned to the place of purchase.
SHIPPING (We ship within Canada only)
East Coast Canada: Standard Shipping: 2-5 business days; Express Shipping: 2-4 business days.
ONCE AN ORDER IS PLACED, HOW QUICKLY WILL IT SHIP?
Your order will ship at longest 3 to 4 business days after being placed. There are days we are out of the office, please allow 48 hours before contacting us in regards to your shipment.
West Coast Canada: Standard Shipping: 5-7 business days; Express Shipping: 2-4 business days.
All products ship are FOB Posivelo in Montreal. All orders will be shipped via UPS ground or Expresspost / Canada Post depending on the size and weight of the item(s) ordered, service details.
HOW CAN I TRACK MY ORDER?
What fun would online shopping be without anticipating your package? We’ll keep you updated via email while we complete your order, and we’ll send you a tracking number so you can follow its journey to your door.
WHAT SHOULD I DO IF MY PRODUCT ARRIVED DAMAGED?
If your product arrived damaged, please email email@example.com and we'll be happy to assist you.
CAN I CHANGE MY SHIPPING ADDRESS AFTER MY ORDER HAS BEEN PLACED?
In order to change any shipping information on your order after it has been placed, please contact us for assistance. We will do our best to provide a new address to the carrier. You can email firstname.lastname@example.org and we will do our best to assist you.
Posivelo will not share your personal information.
We take online security extremely seriously and have taken strict precautions to ensure that your information is treated with confidentiality and accuracy.
Posivelo will never contact you by email or telephone to ask you to disclose or verify your password, credit card or bank account number. If you are contacted or receive an unsolicited email asking for any of this information, ignore the request and report the incident to our customer service team.
We do not hold any sensitive payment data on our customers. When you enter your card details when making purchases or in your account, the card processor keeps all your card information and issues only one unique identification code for Posivelo. This code then allows us to process the cost of your order in relation to your card. It also allows us to issue refunds or process, for example, backorders. We do not have access to all the details of your card.