Return Policy

What is your return policy?

  • You can start a return through our Returns Portal here
  • We will provide a free shipping label with your return/exchange.
  • New and unused merchandise may be returned with the original tags attached & all original packaging up to 30 days from the date of purchase for a refund. A refund will be issued to the original credit card for the item(s) amount, less shipping and handling paid on the original order.
  • Footwear returns must be unworn and in new condition. Footwear packaging/boxes must not have tape or any other shipping labels on them – shoeboxes used as shipping containers will not be accepted.
  • Return authorization is not necessary, and we do not issue RA#s for consumer returns.
  • We can only accept returns for purchases made through Ride Shimano Canada.
  • Please note that it will take most banks 3-6 business days for the credit to be reflected in your available balance after you receive your email return confirmation. The refund will show as SHIMANO
  • RETURNING AN EXCHANGED ITEM: While our automated system only allows an item to be returned or exchanged one time, we are happy to help set up a return for this item. Please email with "EXCHANGE RETURN" and our customer support team will be happy to assist.
  • We cannot accept COD returns.
  • We can only accept returns for purchases made through
  • Shimano reserves the right to VOID any claims
  • Shimano assumes no liability for loss or damage of returned or missing items, orders, packages or product.
  • Shimano reserves the right to change, amend or modify the terms and conditions of this Return Policy.


What is your exchange policy?


  • We are currently unable to accommodate exchanges. If you need a different item, color, or size, please place a new order and follow the directions for returning unwanted items for a refund.


Can I return an item without a receipt?


  • Shimano will only accept returns for purchases made through
  • You can access and print receipts for your purchase from your order history in “My Account”.
  • A Shimano Customer Service Agent can look up the receipt for your purchase:


What do I do if I receive an item with a non-conformity?


  • If you receive any non-conforming item(s), please contact us by email or phone prior to sending these items back:



What do I do if my Shimano order is missing an item, or an item is incorrect?


  • If your order is missing an item(s), or if you receive an incorrect item(s), please contact us by email or phone prior to sending these items back:


How long does it take to process the return?


  • Returns are processed and finalized within five business days of receipt. Email notifications are issued upon the finalization of your return, not when your items are received at the facility. Please note that it will take most banks 3-6 business days to post the credit to your account after you receive your email notification.



Why was my return declined?


  • If your return is declined for any reason, the order will be shipped back to you and you should receive it within 10 business days. A return may be declined for one of the following reasons:
    • Your return was outside of the 30-day return window.
    • The item appears worn or used.
    • The item’s packaging was opened.
    • The item was non-returnable or non-returnable if opened.
    • A purchase receipt did not accompany the return, or the purchase could not be identified as a purchase.
    • The Returns department was not able to locate the order number or other information needed to process the return.
    • The item was damaged by improper use or accident.



Will my original shipping charges be refunded if I return my order?


Shipping charges may be refunded, depending on the reason for your Shimano return, and at Shimano’s sole discretion. If your shipping charges are not refunded, please call Shimano Customer Service at 1-866-491-5229 to see if you are eligible for a refund. You may not be refunded for shipping charges if:

  • The return was not due to an error by Shimano.
  • The return was declined by our Returns Department.

If you placed an order and have not yet received it, you can refuse your order when the carrier delivers your package. When we receive the refused items, a credit will be issued to your credit card for the price of the items, as well as any shipping costs.

I still need help with my return.


  • If you have any questions regarding your return, please contact us by email or phone :
  • E-mail:
  • Phone: 1-866-491-5229 (Monday-Friday 8:30 am - 7:00 pm EST)