Terms of service
Oberson Purchase and Delivery Policies
1. Online Purchases: Questions and Support
At Oberson, your shopping experience is our priority. Our dedicated e-commerce team is available to support you at every stage of your purchase, whether you need technical clarification on a product, assistance in selecting the right size, or rigorous order tracking.
- Contact Us: For any questions regarding the content of the website oberson.com or an online transaction, contact us at support@oberson.com.
- Our Commitment: We handle every request with care and commit to responding within 24 to 48 business hours.
- Expert Advice: If you are hesitating between two models of equipment (skiing, snowboarding, cycling), mention your specifics (level, usage, body type) in your email so that a specialized advisor can guide you toward the best choice.
2. Pricing Accuracy and Promotions
- In-Store Price Priority: While we strive to ensure consistency in our pricing, in-store prices prevail over website catalogue prices in the event of a discrepancy, unless the item is marked as an "Online Promotion Only". A credit will be issued if necessary.
- Obvious Price Errors: Oberson reserves the right to cancel and refund any order resulting from an obvious or unrealistic IT price error.
- Invoice Management: For proof purposes regarding insurance claims or manufacturer warranties, we keep your invoices in our systems for a period of four (4) years.
3. Shipping, Lead Times, and Logistics
- Territory: We ship our products exclusively within Canada.
- Carrier Partners: Depending on your postal code, your parcel will be handled by Nationex, Canada Post, UPS, or Purolator (regular mail service).
- Processing and Timelines: Orders are generally processed and shipped within 1 to 3 business days. Please note that during peak periods (mid-November to early January), these timelines may be slightly extended.
- Multiple Shipments: To optimize delivery times, your order may be split into several parcels coming from different warehouses. If you only receive part of your order, please allow an additional 48 business hours before contacting our support team.
- Delivery Security: To prevent loss or theft, all our shipments are sent with the "Do not leave in a safe place" option. If you are absent when the carrier arrives, the parcel will be left at the nearest post office or pick-up location.
4. Shipping Fee Structure
| Order Type | Applicable Fees |
|---|---|
| Orders $75 and over (before taxes) | Free (first attempt only) |
| Orders under $75 | $10 |
*Items exceeding 200 cm in length, 300 cm combined girth, or weighing over 50 lbs.
- Oversized Product Restrictions: Certain complex items (e.g., bike racks, roof boxes) cannot be shipped via regular mail. In-store pickup is the only available option for these items.
- Free Shipping Threshold (Remote Areas): Free shipping only applies to orders $250 and over for postal codes considered remote.
5. Carrier Returns, Incorrect Addresses, and Refusals
- Reshipment: In the event of an incomplete or incorrect address, an unclaimed parcel, or a refusal of delivery, a fee of $25 will be charged to cover the return to our warehouse and the second shipping attempt.
- Cancellation After Return: If a parcel is returned to us following a refusal or an unclaimed status and you no longer wish to receive it, a fixed fee of $13 will be deducted from your refund to cover the return shipping costs billed by the carrier.
- In-Store Return Pickup: A customer may choose to retrieve their returned parcel directly at one of our stores (Laval or Brossard) for a handling fee of $13.
6. Specific Policy: Bicycle Delivery
- Local Delivery (30 km Radius): Your bike is delivered by an Oberson expert. It is fully assembled and ready to ride. A brief explanation of the basic functions is provided upon handover. Fine adjustments after delivery are done exclusively at our workshops in the store.
-
Carrier Delivery (Outside the zone): The bike is shipped in its original box and is not assembled.
- Final Sale: All bike purchases shipped via carrier are considered final sale. No returns or exchanges will be accepted.
- Assembly Responsibility: Oberson cannot be held responsible for breakage or accidents resulting from improper assembly by the customer.
- Mandatory Signature: A physical presence and signature are required upon delivery.
- Bike Warranty: Although the frame and parts are covered by the manufacturer's warranty, all logistics and transport costs related to a warranty claim are the sole responsibility of the customer.
7. Management of Manufacturer Warranties
Oberson acts as an intermediary between you and the manufacturer.
- Decision-Making Power: Replacement, repair, or issuance of credit are at the sole discretion of the manufacturer according to their own warranty policies.
- Acceptance Conditions: To be processed, any product must be clean (washed), odorless, and accompanied by its original proof of purchase.
- Processing Times: The complete process can take from 6 weeks (Quebec) to 8 weeks (Outside Quebec).
- Specific Contacts: To initiate a procedure, contact retour.laval@oberson.com or retour.brossard@oberson.com.
8. Order Errors and Defective Products
- Oberson's Responsibility: If you receive a defective product or if we made an error in preparing your order, the return and replacement costs will be fully assumed by the store. Contact support@oberson.com before any return to obtain a prepaid shipping label.
- Preferential Return Rates: For regular returns (change of mind, size doesn't fit), we encourage you to use the return slip included in your package. This allows you to benefit from our advantageous shipping rates, which will be deducted from your final refund.
