TLD Customer Service

CANADA SHIPPING

• Troy Lee Designs is not responsible for lost or stolen merchandise that is delivered without a signature required.
• We offer 3-Day, 2-Day and Standard Overnight service at an additional cost.
• Orders requesting 3-Day, 2-Day or Standard Overnight must be submitted by 2pm PST.
• We can not ship to P.O. Boxes, only residential or business addresses.
• Shipping Rates are based on item weight and physical dimensions.
• All outgoing orders are shipped FOB Surrey, BC Canada.

INTERNATIONAL SHIPPING

• Troy Lee Designs does not ship internationally.
• For International Orders, please contact us for a list of distributors in your country.

RETURNS/EXCHANGES

All merchandise returned to TLD requires a return authorization number (RA) obtained from TLD. You must include a copy of the original invoice and a letter of explanation with the return. Any merchandise returned for credit or refund must be in "new" condition and be resalable as "new". Return requests must be made within 30 days of invoice date for exchange or refund consideration. TLD reserves the right to charge a 20% restocking fee on returned goods.

Obtain RA by contacting TLD:
Telephone:   +1 (844) 824-8774
Email:   CanadaCS@troyleedesigns.com

All returns should be sent to:
A52 Warehouse
Unit 110-2360
192nd Street
Surrey, BC V3Z 0N2

UNITED STATES ORDERS:

Phone Orders

• Orders may be placed by telephone at +1 (844) 824-8774 (M-F, 8-5pm PST).
• When phone orders are placed, stock is checked to guarantee the item is in stock and the order is processed immediately.
• Orders placed by 12:00pm Pacific Standard Time are guaranteed to be shipped out the same business day pending credit card verification/approval and stock availability.
• Orders requesting 3-Day, 2-Day or Next Day Air must be placed by 2:00pm PST.
• Orders can not be changed after the same business day order was placed.
• Only Visa, MasterCard, American Express, or Discover is accepted for phone orders.

Internet Orders

• Internet Orders are accepted 24 hours a day.
• Internet Orders are processed during normal business hours (M-F, 8-5pm PST).
• Internet Orders do not guarantee item(s) are in stock.
• Orders are shipped after stock is checked and credit card is verified and processed.
• Orders requesting 3-Day, 2-Day or Next Day Air must be placed by 2:00pm PST.
• Only Visa, MasterCard, American Express, Discover and Paypal are accepted for internet orders.
• If you need to change your Internet Order after you have already processed it, you will need to call us direct at +1 (844) 824-8774.
• Orders can not be changed after the same business day order was placed.
• If you have any problems processing your internet order you can call us at +1 (844) 824-8774 to place your order by phone.
• You will receive an e-mail confirmation confirming your order has been sent to us. This confirmation does not confirm that the item(s) are in stock, your order has been processed and shipped or that your credit card has been billed.

Back Orders

• If a product is not in stock we will back-order the product upon customer request.
• We will ship back-orders upon arrival into stock within 30 days of the invoice date.
• The back-order will be cancelled after 30 days if we do not receive the product in stock.

INTERNATIONAL ORDERS:

You can place an order with a Troy Lee Designs distributor in your country.

All orders processed through your local distributor will be billed at local currency rates at the current suggested retail prices applicable in your country.

WARRANTIES

At Troy Lee Designs we take great pride in the quality and fit of each of our products. We will stand behind them 100%. If for any reason, you have not been completely satisfied, TLD will provide the following warranty policy.

We offer warranty inspection on all our products. The warranty policy covers the product only in the case of manufacture defect. It does not cover products damaged due to normal wear and tear, negligence, improper care, natural breaking or fading of colors and materials over time and/or exposure.

If the product is defective you can send it in to TLD for a warranty inspection. All warranty inspection will require a warranty authorization number (WA) in order to be inspected. If the product was purchased from a dealer, the dealer must contact TLD directly in order to receive a WA number. If the product was purchased directly from us, you will need to call TLD to receive a WA number. TLD requires all items sent in for repair must be clean. All products sent to us for warranty inspection should be sent prepaid freight and insured. Troy Lee Designs will not be held responsible for lost packages.

You will be contacted once the inspection is completed and informed on what action will be taken.

Troy Lee Designs privacy policy is designed to respect the privacy of all customers who visit our website. Our privacy policy will explain what information we will collect from you, why we collect it, and how we use it. If you have any questions about our privacy policy, please contact us.

Information Troy Lee Designs collects

We do not collect any personal information unless you have provided it to us voluntarily. We collect and save the following information for you when you place an order with us:

• Full Name
• Address (billing & shipping)
• E-mail Address
• Phone Number

We do NOT store your credit card information. It is used to process your transaction through our payment gateway, and is immediately destroyed for your security. You will need to enter your credit card information on each order placed through our website.

Our site registration requires this information if you wish to sign up as an account with us and when placing an order. If you wish not to give us any personal information, do not register online or place an order online.

How Troy Lee Designs uses your information

We use your information to process your online order, send e-mail confirming your order, and send an additional e-mail that your order has been shipped. In some cases, we may need to contact you by phone regarding questions with your order. Your information is automatically saved with us and you have the option to sign up to receive e-mail newsletters from us regarding our products, upcoming events, and sales. We will keep a record of your purchases online and product interest to make your online shopping convenient and improve our products and our website.

Troy Lee Designs protects children's privacy

Troy Lee Designs is concerned about children's safety online. We have no intention of collecting personal information from customers under the age of thirteen. In any case, if information is collected from a customer known to be under the age of thirteen, it will be deleted from our system. If a customer under 13 would like to place an order and/or receive a newsletter, we ask that the parent or legal guardian submit their own personal information instead.

Troy Lee Designs customers have choices

We always give you the option to remove your information from our records. If you choose to do this, your account will be removed from our website so you cannot sign in as a returning customer or receive newsletters. If you would like to update or change the information you have on file, or have your information removed from our website, please contact us. Include your name, email address, and phone number.

By using the Troy Lee Designs® website you agree to be bound by its Terms of Use (explained below), Privacy Policy and all disclaimers and terms and conditions that may appear elsewhere on the TLD website.

References to Troy Lee Designs and/or TLD herein refer to Troy Lee Designs Inc., or their affiliates, subsidiaries and designees as deemed appropriate by Troy Lee Designs.

Troy Lee Designs reserves the right to make changes to the TLD website and its Terms of Use and Legal Notices at any time. Each time you use the TLD website, you should visit and review the then current Terms of Use, Legal Notices and Privacy Policy that apply to your transactions and use of this site. If you are dissatisfied with the TLD website, its content or Terms of Use and Legal Notices, you agree that your sole and exclusive remedy is to discontinue using the TLD website.

Tampering with the site, misrepresenting the identity of a user, using buying agents or conducting fraudulent activities on the site are prohibited.

Disclaimers and Limitation of Liability

By using the TLD website, you expressly agree that use of the TLD website is at your sole risk. The TLD website is provided on an "AS IS" and "as available" basis. Neither Troy Lee Designs nor its affiliates, subsidiaries or designees nor each of their respective officers, directors, employees, agents, third-party content providers, designers, contractors, distributors, merchants, sponsors, licensors or the like (collectively, "Associates") warrant that use of the TLD website will be uninterrupted or error-free. Neither Troy Lee Designs nor its Associates warrant the accuracy, integrity or completeness of the content provided on the TLD website or the products or services offered for sale on the TLD website. Further, Troy Lee Designs makes no representation that content provided on the TLD website is applicable to, or appropriate for use in, locations outside of the United States. Troy Lee Designs and its Associates specifically disclaim all warranties, whether expressed or implied, including but not limited to warranties of title, merchantability or fitness for a particular purpose. No oral advice or written information given by Troy Lee Designs or its Associates shall create a warranty. Some states do not allow the exclusion or limitation of certain warranties, so the above limitation or exclusion may not apply to you.

Under no circumstances shall Troy Lee Designs or its Associates be liable for any direct, indirect, incidental, special or consequential damages that result from your use of or inability to use the TLD website, including but not limited to reliance by you on any information obtained from the TLD website that results in mistakes, omissions, interruptions, deletion or corruption of files, viruses, delays in operation or transmission, or any failure of performance. The foregoing Limitation of Liability shall apply in any action, whether in contract, tort or any other claim, even if an authorized representative of Troy Lee Designs has been advised of or should have knowledge of the possibility of such damages. User hereby acknowledges that this paragraph shall apply to all content, merchandise and services available through the TLD website. Some states do not allow the exclusion or limitation of incidental or consequential damages, so the above limitation or exclusion may not apply to you.

Product Display/Colors

The TLD website attempts to display product images shown on the site as accurately as possible. However, we cannot guarantee that the color you see matches the product color, as the display of the color depends, in part, upon the monitor you are using.

Errors on Our Site

Prices and availability of products and services are subject to change without notice. Errors will be corrected where discovered, and Troy Lee Designs reserves the right to revoke any stated offer and to correct any errors, inaccuracies or omissions including after an order has been submitted and whether or not the order has been confirmed and your credit card charged. If your credit card has already been charged for the purchase and your order is cancelled, Troy Lee Designs will issue a credit to your credit card account in the amount of the charge. Individual bank policies will dictate when this amount is credited to your account. If you are not fully satisfied with your purchase, you may return it in accordance with Troy Lee Designs' Shipping & Returns Policy.

Pricing Policy

Online prices and selection generally match those in stores, but may vary. Prices and offers are subject to change.

Sales Tax Policy

Troy Lee Designs collects and remits sales tax as required by law, for transactions in our stores and on troyleedesigns.com. If you're a tax-exempt entity, Troy Lee Designs will gladly assist you with placing a tax-exempt order. Please call +1 (844) 824-8774. Troy Lee Designs reserves the right not to sell to resellers.

Paying for Your Order

You may pay for your orders with major credit cards issued in the United States of America. Currently, we accept Visa®, MasterCard®, American Express® and Discover® Card.

Generally, credit and debit card are not charged until we either ship the item(s) to you or confirm their availability (at which time you will be charged only for the goods we have actually shipped along with any appropriate taxes or shipping charges). However, we may pre-authorize your order amount with your credit or debit card issuer at the time you place the order, which may have an effect on your available credit line. When paying for a preorder with a debit card you will be charged at the time you place your preorder. Please contact your credit card issuer for more information.

If you ordered a special delivery item, you will be charged once a delivery time is confirmed.

Using Promotional Codes

Unlike credit or debit cards, Promotional Codes used on Digital Coupons are debited at the time an order is placed. Digital Coupons will automatically be redeemed to purchase totals, up to the total purchase amount. Digital Coupons must be used prior to their noted expiration date and within a single transaction. A coupon cannot be replaced if it is lost, stolen, deleted, or if you cancel or return your purchase. In the event of a reduction in price below the coupon value, the excess value of the coupon will not be refunded.

Validating Your Order

After you place an order using our shopping cart, we will check the information you give us for validity, by verifying your method of payment or shipping address. We reserve the right to reject any order you place with us, and/or to limit quantities on any order, without giving any reason. If we reject your order, we will attempt to notify you using the e-mail address and/or telephone number you have given us with the order. Your credit or debit card will normally not be charged if we reject an order, but we will process a refund if the charge has been made against your card.

Order Limitations/Limited Quantities

Troy Lee Designs may, at its own discretion, limit or cancel quantities purchased per person, per household or per order. Troy Lee Designs also reserves the right to reject any order you place with us. These restrictions may include orders placed by the same TLD website account, the same credit card, and orders that use the same billing and/or shipping address. In the event we make a change to an order, we will attempt to notify you by contacting the e-mail and/or billing address provided at the time the order was made. Troy Lee Designs reserves the right to limit or prohibit sales to dealers.

Termination of Use

Troy Lee Designs may, in its sole discretion, terminate your account or your use of the TLD website at anytime. You are personally liable for any orders that you place or charges that you incur prior to termination. Troy Lee Designs reserves the right to change, suspend or discontinue all or any aspects of the TLD website at any time without prior notice.