Frequently Asked Questions

How many stores remain open?

All our stores remain open.

Gift cards

It is possible to use La Cordée gift cards under the same conditions as before.

Warranties on products and services

Warranties for products purchased from La Cordée Plein Air are honored by the new company.

Product Returns

The 30-day return policy is unchanged. Items may be returned to the store within 30 days of purchase. However, they must be intact and in their original packaging. We are not responsible for any return costs associated with items purchased online. Items reduced by 50% or more are not exchangeable or refundable. You can consult our return policies here.

Partnerships

All partnership applications will be re-evaluated this fall, in light of the transformations that will take place within the new entity La Cordée.

What is the delivery time?

Order processing time is approximately 7 working days. Due to the great popularity of bikes these days, it may take slightly longer to process your order than estimated if you ordered a bike. Thank you for your understanding. In addition, Canada Post's delivery times are longer than usual.

How do I change an order in process?

It is impossible for us to make changes to an order in process. If you wish to modify an order sent to our web system, we will first have to cancel it completely. Afterwards, you will be able to redo an order according to your needs.

Can I order an item on the site and pick it up the same day in store?

No, it is not possible to order an item and pick it up the same day, as in-store processing and delivery can take up to 7 business days. When your order arrives in-store, a customer service representative will contact you by phone.

Is it possible to have skis delivered to my home?

Yes, it is possible for us to deliver your skis to your home, but please note that a $30 shipping surcharge will be applied to your invoice to cover the cost of shipping oversized items. Also, since skis are not considered an essential service, we are unable to include them in our in-store pick-up service at this time.

I need advice on how to make my purchase, who should I contact?

For all your questions related to web ordering, you can contact us by email at info@lacordee.com or by phone at (514) 528-3590. For all your questions related to the products presented on the website, you can contact us by phone at (514) 645-6445.

I sent my item in warranty from your customer service department. How do I follow up with the supplier?

Warranty returns service is slowly resuming. We will contact you as soon as we can. Please note that processing times are longer than usual.

How do I send a defective item to your warranty department?

Contact the customer service department of the store of your choice and our employees will be able to guide you through the steps to follow to take advantage of the warranties offered by the manufacturers.

If you do not find answers to your questions in our FAQs, please do not hesitate to contact our customer service department at info@lacordee.com. Due to the high number of emails received in the last few weeks, it may take a little longer than usual to process your message. We sincerely apologize for this inconvenience and do our best to serve you as quickly as possible under the circumstances.