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Policies and Shipping

Satisfaction Guarantee

We stand behind everything we sell. If for any reason you are not satisfied with your purchase, simply return the item within 30 days and we'll replace it or give you a refund. Please read "Covid-19 Returns" below for more information.

Shipping Options

Shipping options are available for most apparel and accessory items. Orders typically ship within one business day of being placed.

In-store pickup is available for all items, including bikes. Due to our dealer agreements, we cannot ship new bicycles.

Shipping Fees

Order AmountStandard ShippingIn-Store Pickup
Under $75$14.99 - $18.99Free
$75 or moreFreeFree

Please note that some items may be subject to additional shipping and handling charges because of size or weight.  This includes XC Skis of 195cm or longer, which exceed commercial courier max dimensions. 

We do not ship outside of Canada, eh.

In-Store Pickup

In-store pickup is free for all items, including bikes and oversized products. Parts and accessory orders will be ready within one business day. Please keep in mind that some items may require additional processing time to transfer from off-site locations. Other items (bicycles, specifically) may require additional processing time for assembly. We will call or email you once your order is ready for pickup. 

If you need an item right away, please call us to confirm that the product is available before heading over to our store. Unless special arrangements are made in advance, orders need to be picked up within 30 days or a 20% restocking fee will be charged.

Information Security

We protect the security of your information during transmission by using Secure Sockets Layer (SSL) software, which encrypts all of the information you provide to us and prevents outside parties from being able to "see" your transaction information. When your account information is displayed on your screen, we only display the last five digits of your credit card numbers. You also have the choice of whether or not to save credit card information with us in your Online Account.

We sometimes use other companies (third-party service providers) to perform functions on our behalf. Examples include fulfilling orders and delivering packages. They need access to some personal information in order to perform their duties but may not use this information for other purposes.

Prices and Information

Our website is intended to help you. We make every effort to maintain current, accurate prices in our online catalog. And we strive for similar accuracy and timeliness with the other information we offer here. However, inventory or pricing errors may occur, and we reserve the right to decline or cancel any orders where mistakes or discrepancies in price or stock status exist regardless of the source of the error. We appreciate your understanding and apologize for any inconvenience such mistakes may create. Please bring any errors you find to our attention on your next visit or by calling or emailing us. Thank you!

COVID-19 Return Policy

Our store operations are reduced to bicycle service only as mandated by the Ontario Government.  Therefore, in-store staff are dedicated to essential operations.  We will not be offering curbside returns of purchased merchandise or processing returns or warranties in store at this time.  We will be accepting returns for a four week period following the store(s) resumption of regular day to day retail operations.  

If you require reimbursement faster please follow the “return by mail” procedure.  This policy does not include item(s) that have wear and tear or have been damaged while in use.  For hygienic reasons, all cycling shorts and undergarments are final sale and cannot be returned. Footwear exchanges and refunds will be issued as long as the product has not been worn outdoors and is in good condition.  

Customer is responsible for all return shipping costs. Should you choose to exchange your item(s), you will not be charged shipping for the new item (first exchange only).  Please mail your returns to the following address: 

Fresh Air Experience

Attn: Returns

1291 Wellington St West

Ottawa ON K1Y 3A8

Please include a note as to why you are returning the item(s), your order number and any additional information to help us process the return.

Labour fees, such as custom wheel builds or other services, are non-refundable.