FAQ

Here is a list of questions frequently asked to our customer service.

Do you have a specific question? Please feel free to contact our customer service department at services@louisgarneau.com and we will do all we can to answer your question.

Web Orders

Why Doesn’t My Promo Code Work?

Promotional codes are not valid for sale items. No additional discounts will be given for items with a promotional code. If your cart contains only sale items and you try to apply a promotional code to it, it will be rejected.

Also, if your promo code was created prior to October 29, 2018, it may no longer be functional due to the release of our new website. Please feel free to contact our Customer Service Department. We will be able to reactivate the code if it is still valid.

Why Can't I Access The Account I Just Created?

Before you log in for the first time, you must confirm your account. To do so, click on the link in the email you received when you created your account. You will then be able to access your account using the password you created.

What Are The Shipping Fees For Online Orders?

Shipping is free for all orders over $99. Complete details are available in the Ordering and shipping section.

How Do I Change Or Cancel An Order I Just Placed?

You can cancel or change an order until it has been shipped. You will receive an email when your order is shipped. For any changes, please contact Customer Service.

Can I Place An Order By Phone?

For security reasons, we do not take orders over the phone. Our online transaction platform allows you to purchase directly from LGS. Items available for sale will be identified by an "Add to Cart" button.

I Have A Problem With A Product I Purchased, What Should I Do?

Our products are covered by a one (1) year warranty from the date of purchase. Claims must be submitted with the original proof of purchase to an authorized Louis Garneau retailer. This dealer will process your claim in accordance with Louis Garneau's return and warranty policy. If you purchased the item directly from Louis Garneau Sport, you may contact Customer Service.

Returns and Guarantees

What Is Your Return Policy?

We stand behind all of our products and all items purchased on our website can be returned. Please refer to our Return Policy.

What Is The Warranty Policy For Garneau Products?

All Garneau products are covered by a one (1) year warranty. You can find all the details for each product here.

Shipping

Do You Ship Internationally?

At this time, we do not ship internationally. We only ship to Canada and the United States.

Our Canadian online store only ships to Canada and our US online store only ships to the US. Therefore, we cannot ship to the United States for orders placed on our Canadian website, and vice versa.

Products

How Are The Sizes Of Your Products Defined?

We offer a range of sizes and fits to suit different personal preferences and performance levels. Please refer to the size chart page for more information on specific products. You can also check out the product reviews to see what other athletes are saying about sizes and fits. If in doubt, contact customer service and we'll help you make your choice.

How Do I Care For The Products I Have Purchased?

You should always read the care label on a product before washing it. You can find more information on caring for your products in the Product Care section.

Other

Are The Online Promotions The Same As The In-Store Ones?

Garneau.com is independent from any in-store promotion. Therefore, promotions are not the same and prices may vary.

Why Is There A Warning Label On The Bicycle Bag I Have Just Purchased?

Warning labels were added to bicycle bags in order to meet Proposal 65 requirements for the state of California (http://www.oehha.org/prop65.html). This law in force in California obliges manufacturers to display this label under certain conditions. This label does not signify that chemical products are necessarily found in these consumer goods; it only signifies that the chemical content was not confirmed. As the production of our bags is simultaneously done for the Canadian and American markets, this label is found on all products.

Garneau places a high importance to the quality of its products. Be assured that our products meet the standards in force in Canada and that they are safe. We understand, however, that certain consumers outside California may question themselves on the reasons of this label. We are presently evaluating solutions to eliminate these labels for our future productions.