Frequently Asked Questions
Q: I ordered 2nd-Day, why did it take longer than two days?
A: All packages shipped 2nd-Day are shipped via
UPS. When orders are fully processed (which may take up to 48 hours), they are immediately assigned a
tracking number. If your order is received after 10am, then it will go out the following day. 2nd-Day is 2nd business day and is actual shipping time, for example, if your order goes out on a Thursday, you will not receive your order until Monday.
Q: I REALLY need a product you carry, can I get it any faster than 2nd-Day?
A: Yes, if the product you need is in stock we can ship it via Next Day Air (this is business dat - see previous question for explanation). This option is available on the website. Prices vary depending upon travel distance and weight or size (dimensional weight). There is also an optional UPS Saturday delivery available for orders shipping on Friday (not available in all areas) - not available with ground or 3-day. You can either call us at 888-293-3936 (9-6 MST, M-F), or email Customer Service and we will provide with a shipping quote.
Q: What is my tracking number?
A: If your
package is shipped via UPS, your tracking number was provided to you in your confirmation email. Packages shipped via the U.S. Postal Service do not have tracking numbers, only delivery confirmation numbers. Currently, we do not have UPS tracking numbers available via our Web Site. You can either call us at 888-293-3936 (9-6 MST, M-F), or email Customer Service and we will provide you a tracking number for UPS.
Q:How can I check on the status of my order?
A: Our system is not currently set up to transfer information back into Yahoo! Stores, so the link sent in your confirmation email will not show updated information. You can check the status by calling us at 888-293-3936 (9-6 MST, M-F), or emailing Customer Service .
Q: What are my shipping options while shopping online?
A: U.S. orders are shipped USPS Priority Mail, UPS Ground, UPS 3-Day Select, 2nd Business Day or Next Business Day. 2-Day and Next Day shipping with Saturday delivery is also available to most locations - please contact Customer Service for a quote. Shipping charges are based on the weight or size (dimensional weight) of your order. Click here to check out the rates.
Q: How do I ship to an International address and how much will it cost?
A: TriSports.com does ship to most countries via International Economy Air, FedEx or UPS Worldwide Express. The cost and shipping times vary depending on the weight of the package, where it is being shipped, and what shipping option you choose. If you wish to receive a shipping
estimate before you order, please email Customer Service , and let them know the items you are ordering and to where you would like the package shipped. If you order online without contacting us for a rate quote, please be aware that shipping charges may be higher or lower than what your order generates and we will adjust it manually when we receive the order. We will contact you if the charge will be higher.
Q: I live outside the USA and want my order 2nd-Day, is this possible?
A: Hey, anything is possible for the right price! We offer FedEx or UPS for international orders on the site; however, it is not always 2nd Day. It depends on the destination but is usually 2-6 business days to anywhere in the world and is usually a guaranteed service. Most international orders are shipped via International Economy Air and take approximately 1-2 weeks to travel (though they can take much more). If you wish to receive a shipping
estimate before you order, please email Customer Service , and let them know the items you are ordering and to where you would like the package shipped.
Q: How do I locate a specific item?
A: If
you know the name or item # of a product and want to view it without having to browse our Online catalog, you may want to use our
"Search" feature. This is located at the top left of every page of the Online Catalog. You may either type in the item number of the product from the catalog, or the description. For
example, if you are looking for a Zipp Wheelset, you could type in either "Zipp", or the specific wheelset for which you are looking.
Q: How do I know if an item is in stock?
A: If an item has multiple options, each individual option will show either "in stock" or "out of stock" with an estimated date of arrival at our warehouse. For items with only one option, it will show the same information, just below the item number. Please note that there may be a delay between the time we sell out of an item and getting it noted on the website. We will contact you in a timely manner to let you know of any backorder situations.
Q: How do I know that my transaction is secure?
A: When you check out, all of your ordering information that you submit to us is secure, using Verisign and SSL Encrypted Technology. You can see this by checking out the bottom of your browser. You will see a locked padlock if you use Netscape or Explorer. If you have any questions regarding the security of your information, please contact our Webmaster. If you
still do not feel comfortable submitting your information online, please call our Customer Service at 888-293-3936 and we will be happy to take your order over the phone.
Q: How can I place an order by mail?
A: If you cannot place your order online because you do not have or do not want to use a credit card, you can send us a check or money order via mail. To get your order total, including shipping and tax (AZ shipping addresses only) you can do it one of two ways:
1) Call Customer service at 888-293-3934 and we can place a quote order for you. We will be able to give you your total as well as your order number, and then you can just mail us the check with a note referring to that order number.
2) Simply go through the process of selecting your items online so that everything you want is in the shopping cart. Click the checkout button, which will take you to the shipping info screen. Enter your shipping information and continue to the next page. In the upper right hand corner, your total with shipping will be displayed. You can either copy and paste this information onto a document to print out or you can hand-write the information on a piece of paper and send that to us. Please be sure to include your shipping address (this will not copy over), daytime telephone number and email address, if applicable. Email addresses will be used to confirm shipment.
**Please note:Orders made by personal checks will be held for 7 business days to allow the check to clear. If you would like the order sent immediately, please send payment in the form of a money order or cashier's check.
Q: Can I change or cancel an order after it has been submitted?
A: Orders are normally processed within 1-24 hours after you submit the order to us. If you need to change or cancel an order after you have submitted it, you will need to call 888-293-3934 as soon as possible to determine if it has been processed yet. If you email us, there is no guarantee we will get the email before the order is processed.
Q: How do I price match a product on the Web?
A: To price match an item when you are ordering via the Web, simply click the "Price match this item" link in the order box and fill out all of the necessary information. It must be a nationally advertised price from an authorized dealer of the product you would like to match (if you see it on a Web Site, please include the URL). If you are matching a price from a catalog or magazine, please include the issue (Please note: price matching is not valid with other offers/discounts and can only be done on items that are in stock at the store we are price matching). We may choose not to match a price at our discretion. We do not price match shipping charges or other store's percent off sales.
Q: How do I return an item to TriSports.com?
A: To return an item, simply send the item back to us, either insured US mail, or UPS. Fill out the return form on the back of your invoice and enclose it with the return/exchange. If a return is being made due to an error we made, please note that we will only reimburse USPS regular or Priority mail or UPS Ground shipping charges. We will not reimburse expedited shipping charges. Please see Returns for additional information. Send to:
TriSports.com Returns Dept.
4495 S. Coach Dr.
Tucson, AZ 85714
(Note: We do not accept C.O.D.'s)
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TriSports.com Online Privacy Policy
This is a web site of TriSports.com, LLC
Our postal address is:
TriSports.com
4495 S. Coach Dr.
Tucson, AZ 85714
We can be reached via e-mail at: sales@trisports.com or by telephone at 1-888-293-3934.
For each web visitor to our web site, our server recognizes the domain name. We collect information on which pages consumers access or visit for the sole purpose of improving your shopping experience and making improvements to the site.
Orders placed with TriSports.com are encrypted, using SSL Technology. Our site uses a Verisign digital certificate. With Verisign and SSL Technology, information sent via the Internet is encrypted to protect access to communications and transactions.
For people who make purchases, e-mail addresses are collected and used to notify customers about Specials, site improvements and upcoming events. TriSports.com, LLC does not give out your personal data but retains the right to do so in the future. If you do not wish to have your e-mail address on our e-mail list, please let us know by sending us an e-mail to the above address.
If you supply us with your postal address, you may receive mailings from TriSports.com, LLC regarding new products and services. If you do not wish to receive these mailings, please let us know by sending an e-mail, calling, or writing to us at the above address.
We will not share any of your personal information with any company. We do reserve the right to share general demographic information with our current or potential suppliers.
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Shipping & Handling
|
|
USPS |
UPS |
UPS |
UPS |
|
Weight
(lbs) |
Priority Mail
|
Ground* |
3 Day*
|
2nd Day* |
|
0-1 |
$5.05 |
$7.33 |
$10.85 |
$13.65 |
|
1.01-2 |
$6.75 |
$8.02 |
$11.95 |
$15.15 |
|
2.01-3 |
$9.50 |
$8.54 |
$13.45 |
$16.85 |
|
3.01-4 |
$11.50 |
$8.89 |
$14.65 |
$18.65 |
|
4.01-5 |
$14.15 |
$9.24 |
$15.85 |
$20.55 |
|
5.01-6 |
$14.30 |
$9.47 |
$17.15 |
$22.75 |
|
6.01-7 |
$16.05 |
$9.75 |
$18.45 |
$24.85 |
|
7.01-8 |
$17.75 |
$10.21 |
$19.75 |
$26.85 |
|
8.01-9 |
$19.50 |
$10.67 |
$21.05 |
$28.95 |
|
9.01-10 |
$21.20 |
$11.19 |
$22.35 |
$30.95 |
|
10.01-11 |
$22.90 |
$11.76 |
$23.65 |
$32.85 |
|
11.01-12 |
$24.65 |
$12.39 |
$24.85 |
$34.65 |
|
12.01-15 |
$29.80 |
$14.25 |
$28.75 |
$39.55 |
|
15.01-20 |
$38.40 |
$17.33 |
$34.25 |
$48.55 |
|
20.01-25 |
$46.95 |
$20.43 |
$40.05 |
$57.55 |
|
25.01-30 |
$55.55 |
$23.46 |
$46.35 |
$66.55 |
|
over 30 |
Please Call |
$24+ |
$48+ |
$67+ | |
*The UPS rates shown on the above shipping chart are approximate - actual charges may be slightly more or less than what the chart shows. Shipping is based on weight and your shipping zip code and will be calculated at time of checkout. If you would like a more accurate shipping quote before getting to checkout, you can email Customer Service at service@trisports.com or call 888-293-3934. Please have the weight of your order available at the time you contact Customer Service to ensure a timely response (all item weights are located on each item page underneath the item description).
Shipping and Handling
Policies
General
If you supply an insufficient address (i.e. no apartment or suite number) and your package is returned or we are assessed an additional fee from our shipper to deliver your package you be held responsible for all charges. If any items are not in stock, you will be contacted to let you know of the delay. Items do occasionally sell out before a new shipment is received. TriSports.com does not cover or upgrade shipping if contact is made within a reasonable amount of time.
USPS Priority Mail
This option is the least expensive for orders under 2 lbs. This option is not insured, so if you select this option and the package gets lost or stolen in transit, TriSports.com will not be responsible for replacement. There is no accurate tracking information for Priority Mail, only a delivery confirmation system. If you need to be able to track your package, please select a UPS shipping option. Orders to Alaska, Hawaii, Puerto Rico, the U.S. Virgin Islands or Guam must select this option if not selecting UPS 2nd Day Air. Orders with APO/FPO and P.O. Box addresses can only be shipped via Priority Mail. For APO/FPO orders - if you select a different shipping option, we will change it to Priority Mail and make the appropriate changes to the shipping charge. For P.O. Box orders - if you select a different shipping option, we will hold your order and contact you for a physical address. Estimated delivery time for USPS Priority Mail is 2-3 days; however, this is not guaranteed. If you need to have delivery guaranteed, please select a UPS shipping option. Priority Mail only ships out on Tuesdays and Fridays. Orders received after 10 am on Tuesday or Friday will not ship until the next USPS shipping day (i.e., an order received at 3 pm on Tuesday will not ship until Friday). If any items are not in stock, you will be contacted to let you know of the delay. Items do occasionally sell out before a new shipment is received. TriSports.com does not cover or upgrade shipping if contact is made within a reasonable amount of time.
Ground: no Saturday deliveries**
UPS Ground is the least expensive option for orders over 2 lbs. This option is insured, trackable and guaranteed. Orders may take 24-48 hours to process, though most ground orders ship the next business day. If any items are not in stock, you will be contacted to let you know of the delay. Items do occasionally sell out before a new shipment is received. TriSports.com does not cover or upgrade shipping if contact is made within a reasonable amount of time. This option is not available for orders to Alaska, Hawaii, Puerto Rico, the U.S. Virgin Islands or Guam, to APO/FPO or P.O. Box addresses, or for international orders (except Canada). Please see figure below for approximate time in transit via UPS Ground.
3rd Business Day Delivery: no Saturday deliveries**
Via UPS. This option is insured, trackable and guaranteed. If all items are in stock, orders received by 10 am will ship the same day. If any items are not in stock, you will be contacted to let you know of the delay. Items do occasionally sell out before a new shipment is received. TriSports.com does not cover or upgrade shipping if contact is made within a reasonable amount of time. 3rd Day is actual shipping time, not processing time. Some areas are only 3 days from us via UPS ground, so you may want to look at the time in transit chart above before selecting this option. Due to the size of boxes necessary to ship some oversize items (including, but not limited to, bike cases, bike pumps, wheels, complete bikes, some tri bags, and large orders that require a large box to ship), some 3rd Day shipping charges will not be accurate and will have to be calculated using dimensional weight. We will contact you to let you know of the additional charges as quickly as possible. This option is not available for orders to Alaska, Hawaii, Puerto Rico, the U.S. Virgin Islands or Guam, to APO/FPO or P.O. Box addresses, or for international orders.
2nd Business Day Delivery: no Saturday deliveries**
Via UPS. This option is insured, trackable and guaranteed. If all items are in stock, orders received by 10 am will ship the same day. If any items are not in stock, you will be contacted to let you know of the delay. Items do occasionally sell out before a new shipment is received. TriSports.com does not cover or upgrade shipping if contact is made within a reasonable amount of time. 2nd Day is actual shipping time, not processing time. Some areas are only 2 days from us via UPS ground, so you may want to look at the time in transit chart above before selecting this option. Due to the size of boxes necessary to ship some oversize items (including, but not limited to, bike cases, bike pumps, wheels, complete bikes, some tri bags, and large orders that require a large box to ship), some 2nd Day shipping charges will not be accurate and will have to be calculated using dimensional weight. We will contact you to let you know of the additional charges as quickly as possible. Additional charges apply for shipments to AK, HI, Guam, PR and VI (2-day delivery) and will be calculated at checkout. This option is not available to APO/FPO and P.O. Box addresses or for international orders. Next Day Delivery also available. Email service@trisports.com or call 888-293-3934 for exact rates.
If a backorder causes your order to be sent in more than one shipment, you will only be charged shipping once, for the entire price of the order.
We pay UPS Ground or USPS First Class Mail or Priority Mail shipping on all shipments following the original order (excluding international orders and orders using a discount code).
Separate charges apply to
overweight/oversized items like bike boxes, wheels, trainers and
workstands or other large boxes.
**Saturday delivery available for an extra charge on Next Day deliveries only.
Please contact Customer Service by phone at 1-888-293-3936 or by
email at service@trisports.com for
further information.
International Orders
NOTE: Effective October 5, 2004, TriSports.com will no longer ship any food items, drink mixes, or nutritional supplements to international addresses. This is due to the ever-increasing strictness of customs in many countries which results in many packages being returned to us as undeliverable due to ingredients in the aforementioned items. We apologize for any inconvenience this may cause.
THERE IS A $5 HANDLING FEE ADDED TO ALL INTERNATIONAL ORDERS DUE TO THE EXTRA TIME NEEDED TO PROCESS THESE ORDERS.
For us to correctly process your international order, you may be asked to provide additional identification. You will be contacted by email in regards to these requirements. We understand that some of these procedures might feel restrictive, but due to the high risk of fraud with international orders, we have had to implement these procedures. We only accept American Express, Paypal or wire transfer for all orders over $500.00.
TriSports.com offers 3 options for international shipping - FedEx International or UPS Express (usually 3-7 days) and International Economy Airmail (usually 1-2 weeks, though it can take up to 6 weeks). International Economy Airmail (IEA) is limited to a max order value of $300. If your order is above that amount, please select the express option. Occasionally, the FedEx shipping amount listed on your order may not be accurate due to the dimensions of the package. In this case, we will attempt to contact you to make you aware of any additional charges, but if we do not receive a reply within 1 week, we will cancel the order. Please contact Customer Service by phone at 1-520-884-8743 or by email for more information or if you have questions. Only the FedEx shipping method is trackable, however, both methods are insured. Please note that international orders may take a few extra days to process because there are extra steps involved.
International customers are responsible for all applicable duties and taxes. Please check with your local customs office for detailed information. Customs, import duties (if any) and local taxes are assessed when the package arrives in your country. These additional fees are the responsibility of the recipient. It is our policy not to lower values of goods shipped.
If you or your country's customs rejects your shipment, or your package is deemed as undeliverable by the shipping company for any reason, we will refund you for the refused items; however, you are responsible for your shipping charges plus any other fees that may apply. If additional fees do apply, they will be taken out of your refund. If you feel the error is due to a mistake on the part of the shipping company, you will have to speak with them directly about getting your fees refunded.
Tax Rates
We are required by law to collect sales tax from AZ residents and from any order being shipped to an AZ address (6.1%).
Tracking Shipments
Call our Customer Service number (1-888-293-3936) or email Customer Service
and give your order number. If your order was shipped via UPS you can track it
from their website with your tracking number.
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TriSports.com guarantees 100% satisfaction with every product we sell. If an item does not meet your expectations and it is unused, just send it back within 30 days and we will promptly replace, refund, or credit your account - whichever you prefer (unless a closeout item, then store credit is issued). If a product has been used you must get a return authorization. We look at used items on a case-by-case basis, though our standard policy is to only accept returns on used items if there is a defect. After 30 days, we will accept returns on items with defects only. Please see the back of your invoice or Returns and Exchanges for more details.
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TriSports.com Price Protection Plan: If there is a nationally advertised price that is currently available on the same item you want from our catalog, this becomes your new TriSports.com price. Note that we will gladly match prices on our competitors' close-outs and sale items as long as the products are the same model year and are still available, and they are still honoring the prices. When purchasing online, simply click on "Submit a price match request" on the item and enter all of the information. Please include the item, the price and where you saw the price, including URL if it is a web site, or the edition of magazines or catalogs. Each price is subject to verification (Please note: price matching is not valid with other offers/discounts). We do not price match shipping charges or other store's percent off sales. We reserve the right to decline to price match an item at our discretion. We will only price match with other authorized US dealers of the brand you wish to match.
We also protect you against our own products going on sale! If we put an item you have purchased on sale within 30 days of when you ordered it, we will give you store credit for the difference. You must contact us for this to happen...it is not an automatic process! Contact must be made while the item is on sale.
Availability: All products are subject to availability and prior sale. All prices appearing on the website are subject to change without prior notice. TriSports.com is not responsible for printing errors or other errors appearing in our website. All orders are subject to acceptance by TriSports.com, LLC.
Notice: Some suppliers suggest retail prices, so you may also see "suggested" or "Sugg" prices for reference only to give you an idea of retail store prices for items we think are comparable to ours.
Website: Prices on our website are in effect until they are removed from the page unless otherwise noted. Clearance items have limited quantities, sizes/colors may no longer be available. There may be a delay between the time an item sells out and when it is removed from the website. We will make every effort to contact you quickly if an item has sold out.
Payment: Our catalog prices are in U.S. currency. You may use American Express, MasterCard, Visa, Discover Card or mail us a money order or personal check drawn on U.S. funds (personal check orders will be held for 10 business days to ensure the check clears - to avoid this hold, you can send a cashier's check or money order). If a credit card is declined due to lack of funds or because a billing address provided does not match what your credit card has on file, we will contact you within one business day. If we do not receive a response within one week from contact, your order will be cancelled.
Special Orders: We can make special orders for our customers; however, please note that all special orders are final sales. If it is an item we do not normally stock, then it is not something we can accept on return. Please make sure that you know exactly what you need if placing a special order. No discounts can be taken on special orders.
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If you have a coupon or a discount code you will be able to use it when you check out and your discount will be displayed. Please note that some of our manufacturers do not allow discounting on their products. They include, but are not limited to: Polar, Zipp, Hed, QR, Spiuk and some Garmin products. These items will have notes stating so at the bottom of the product information and you will not see a discount applied to them in the shopping cart. If you believe you should be getting a discount on an item that is not coming up, please either call 888-293-3934 or note it in the comments section when you check out and we will look into it.
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Due to limited availability of some of the products we sell, a particular item may be out of stock. This is noted on the item page as well as when you checkout under the column heading "In Stock." If this causes your order to be sent in more than one shipment, TriSports.com will pay UPS Ground or USPS First Class or Priority Mail postage on all shipments after the first one (except on international orders and orders using a discount code). Our general policy on backorders is that if an item is due in within a few days, we will wait for that item to ship your entire order. If it is expected to take longer, we will contact you regarding the backorder with an expected date. Additionally, some lightweight items will be shipped separately via US Mail. Backorders will not be kept in our system longer than 3 months. If an item is delayed that long, your order will be cancelled.
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All of our products have a 30-day guarantee. If you are returning an item, it must be in its original packaging and have its original tags. If a product has been used you must get a return authorization (the only exception to this is our "One Free Swim" policy with wetsuits). We look at used items on a case-by-case basis, though our standard policy is to only accept returns on used items if there is a defect. If requesting an exchange, we do cover USPS or ground shipping on the new item being sent to you (excluding closeout items and international orders), but you are responsible for all return shipping to our store. Please allow 7-14 business days to process your exchange/refund. If an exchange is needed sooner, please contact customer service for alternate options. Within the first 30 days, please follow these procedures to ensure a prompt replacement, refund*, or credit:
- Using a good carton, return package via insured US Mail or UPS (TriSports.com will refund actual shipping costs from UPS label or postage on damaged merchandise or mis-shipment).
- Complete the returns form on the back of your packing slip. If you do not have your packing slip, please include a note stating purchaser's name, address and date of purchase.
- Send returns to:
TriSports.com Returns Dept.
4495 S. Coach Dr.
Tucson, AZ 85714
(we do not accept CODs).
- Keep a record of shipment until you have received credit or replacement merchandise.
- If an item has a defect which does not appear within the first 30 days, please email Customer Service for a return authorization. We do reserve the right to turn down a return if the item appears damaged due to misuse. Some manufacturers require items be sent directly to them for repairs (wheels, wetsuits, etc.), so please contact our Customer Service Department.
*Please note that our "One Free Swim" wetsuit policy allows you to try out your new wetsuit to make sure it's the proper fit. If the suit does need to be exchanged, we ask that you rinse it well in fresh water and leave it inside out until completely dry. After it dries, flip it right side out and wipe off any water spots. You can then send it back with all of its original packaging.
The following two concerns will preclude you from receiving full credit for your suit:
-Any tears or holes in the suit – fingernail or other.
-Body Glide or body lubricant residue found on the suit.
*Please note that there will be a 10% restocking fee on all returned bike travel cases, trainers, complete bikes, and wheels.
*Please note that returns will be accepted on unopened Videos or DVDs only. If it has been opened, it can only be exchanged if the item is defective and only for another of the same Video or DVD.
*Please note that all special orders are final sales. If it is an item we do not normally stock, then it is not something we can accept on return. Please make sure that you know exactly what you need if placing a special order.
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