Customer Service + FAQ's
Our Promise to you
We stand behind our products and service to you 100%... and we want you to be 100% happy with your purchase. Any questions concerning any Order #, please contact us Monday to Friday 9-5pm EST. Email; service(at) unoimports.com
SIZING CHART - Finding Your Size
Our size charts and measuring tips will help you order the correct size. If you don't have a measuring tape on hand, simply use a piece of ribbon or string and line it up against a yardstick. Feel free to contact us if you have any questions. Our sizing chart can be found at the bottom of our web page.
I NEED A DIFFERENT SIZE or WANT TO RETURN?
We do not offer merchandise exchanges. Instead, you'll get the right size or colour fastest if you simply place a second order. Return the item you do not wish to keep (a return label is provided for free). Once we receive your return, we'll credit your account.
HOW DO I RETURN ITEMS BACK TO UNO IMPORTS?
Your package will contain a RETURN Packing Slip with everything you need to make a return. This includes a Return Form, which must accompany your return. The form will provide instructions.
You have 14 days to decide if an item is right for you. Uno Imports will refund or exchange an item, provided that it has not been damaged, washed, altered or worn and that all labels and tags are attached.
Please note, special collections and final sale items may be subject to a return policy that may differ from our standard return policy above.
If you do not wish to use the pre-paid return label, we recommend that all returns be sent with a traceable carrier such as Canada Post Signature return, UPS, FedEx or Purolator. Keep the Return Tracking Number from the package you are returning to ensure that the package is returned to our warehouse. Uno Imports is not responsible for packages sent with a return label not provided by us and does not accept C.O.D. deliveries.
HOW DO I RECEIVE MY REFUNDS FOR ONLINE PURCHASE?
Your refund will be issued to the same credit card you used for the original purchase. Third Party shipping and handling costs are not refundable. You will receive an email confirmation once the refund is made.
Please allow up to 1 week for the credit to be reflected in your account. Allow up to 2 billing cycles for the credit to appear on your credit card statement.
WHAT HAPPEN'S IF I CRASH AND MY CLOTHING ITEMS ARE DAMAGED?
Accidents happen, we've been there. Our Crash Replacement Program will provide you with 40% discount toward replacement kits off our website.
If the accident/bicycle crash happened within the year of your purchase, send in images of the damaged clothing items. The discount can only be applied to regular priced items (non sale items). If you damaged your Custom Clothing Kits, you can still use this program toward items off our website to get you through the current season. Restrictions may apply. Email in the details and images to; firstname.lastname@example.org
HOW DO I CANCEL MY ORDER?
You may cancel your order any time before the order is processed. Once the order is shipped, you will receive, via email, a shipping confirmation that contains your shipping tracking number. Once a product is shipped, the Return and Exchange Policy will apply.
Uno Imports may cancel orders for any reason. Some common situations in which orders are cancelled may include: The item is out of stock and there are no plans of restocking it, pricing errors or credit card payment is declined by the issuing financial institution.
WHAT PAYMENT CAN I USE?
UnoImports.com accepts the following forms of payment:
- American Express
- Apple Pay
- Shopify Shop
I HAVE A PROMO CODE. HOW DO I USE IT?
Occasionally when you receive a special offer from us, you will also receive a promotional code. This code lets us know that the special offer should be applied to your order.
Using the code is easy:
- Just shop and check out as you normally would.
- When you get to checkout, enter your promotional code in the space provided.
- Once you have entered the promotional code and clicked "Apply" you will see a the promotional code has been applied to your order.
- If there is any problem with the promotional code you've entered, an error message will show. This could be caused by a "typo". So, please be careful entering the code properly.
- Complete your checkout process.
- NOTE - Some promo codes can only be applied to regular priced items and cannot be used on on SALE items.
Canadian Tax Policy (We only ship within Canada only).
Tax charges are based on applicable Federal, Provincial and Harmonized sales tax rates based on the delivery address associated with your order.
Tax Exempt Purchases
Tax-exempt purchases: If you're making a purchase for a tax-exempt organization or you're an individual who qualifies for a tax exemption, contact us directly. The order cannot be processed through our website.
To ensure compliance with tax laws, we must receive completed forms and verify some information before a purchase can be placed without tax.
- By phone:905-543-8149, E-mail: service (at) unoimports.com