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. 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, 3-day or 2nd Day. You can either call us at 604-931-8625 (11-6 PST, 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. Currently, we do not have UPS tracking numbers available via our Web Site. You can either call us at 604-931-8625 (11-6 PST, 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: You can check the status by calling us at 604-931-8625 (11-6 PST, M-F), or emailing Customer Service .



Q: What are my shipping options while shopping online?
A: U.S. orders are shipped, UPS Ground, UPS 3-Day Select or 2nd Business Day. Next Day shipping also available - please contact Customer Service for a quote. Shipping charges are based on the weight or size (dimensional weight) of your order.


Q: How do I ship to an International address and how much will it cost?
A: Tri3Sports.ca does ship to most countries via International Economy Air or FedEx. 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 Canada and want my order 2nd-Day, is this possible?
A:We offer FedEx 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 is out of stock, the availability will be noted right above the item number on each page. If you would still like to order the item, you can go ahead and do so, and if for any reason the item is not shipped on the expected ship date, we will notify you via email. 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 SSL Encrypted Technology. You can see this by checking out the bottom of your browser. You will see a locked padlock if you use Firefox 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 604-931-8625 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 you can do it one of two ways:
1) Call Customer service at 604-931-8625 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 24-48 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 604-931-8625 or email Customer Service to determine if it has been processed yet.
 


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 give us the item, the price and where you saw this price. 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.



Q: How do I return an item to Tri3Sports.ca?
A: To return an item, simply send the item back to us, either insured Canada Post, 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: