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Policies

AODA Customer Service Policy Statement                                            
Our Mission : The mission of Clare’s Cycle & Sports is committed to provide accessible and equitable customer service to each of our diverse and valued guests.

Our Commitment : Clare’s Cycle & Sports strives to provide our products and services in a manner that is accessible to all of our customers, and respects the dignity and independence of people with disabilities. We are committed to offering equal opportunity to access our products and services and to providing the benefit of the same services, in the same place and in a similar way to all customers.

Providing Goods and Services to People with Disabilities : Clare’s Cycle & Sports is committed to excellence in serving all customers including people with disabilities and we will carry out our functions and responsibilities in the following areas:

Communication : We will communicate with people with disabilities in ways that take into account their disability. We will train staff who communicate with customers on how to interact and communicate with people with various types of disabilities.

Telephone Services : We are committed to providing fully accessible telephone service to our customers. We will train staff to communicate with customers over the telephone in clear and plain language and to speak clearly and slowly. We will offer to communicate with customers by email and/or relay service if telephone communication is not suitable to their communication needs or is not available.

Assistive Devices : We are committed to serving people with disabilities who use assistive devices to obtain, use or benefit from our goods and services. We will ensure that our staff is trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our goods or services.

Use of Service Animals and Support Persons : We are committed to welcoming people with disabilities who are accompanied by a service animal on the parts of our premises that are open to the public and other third parties. We will also ensure that all staff, volunteers and others dealing with the public are properly trained in how to interact with people with disabilities who are accompanied by a service animal.
We are committed to welcoming people with disabilities who are accompanied by a support person. Any person with a disability who is accompanied by a support person will be allowed to enter Clare’s Cycle & Sports’ premises with his or her support person. At no time will a person with a disability who is accompanied by a support person be prevented from having access to his or her support person while on our premises.

Notice of Temporary Disruption : Clare’s Cycle & Sports will provide customers with notice in the event of a planned or unexpected disruption in the facilities or services usually used by people with disabilities. This notice will include information about the reason for the disruption, its anticipated duration, and a description of alternative facilities or services, if available. The notice will be placed at all public entrances and service counters on our premises.

Training for Staff : Clare’s Cycle & Sports will provide training to all employees, volunteers and others who deal with the public or other third parties on their behalf, and all those who are involved in the development and approvals of customer service policies, practices and procedures. Applicable staff will be trained on policies, practices and procedures that affect the way goods and services are provided to people with disabilities. Staff will also be trained on an ongoing basis when changes are made to these policies, practices and procedures.

Feedback Process : The ultimate goal of Clare’s Cycle & Sports is to meet and surpass customer expectations while serving customers with disabilities. Comments on our services regarding how well these expectations are being met are welcome and appreciated. Feedback regarding the way Clare’s Cycle & Sports provides goods and services to people with disabilities can be submitted to:

Clare’s Cycle & Sports Ltd.
799 Hwy #20 W

Fenwick, ON L0S 1C0

Email: info@clarescycle.com

Phone: 905-892-2664

Fax: 905-892-1210

 

Alternatively, quests and suppliers can submit feedback or comments to any of our employees and it will be forwarded to the above person for review.

 

Modifications to This or Other Policies

 

We are committed to developing customer service policies that respect and promote the dignity and independence of people with disabilities. Therefore, no changes will be made to this policy before considering the impact on people with disabilities. Any policy of Clare’s Cycle & Sports that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.

 

Questions About This Policy

 

This policy exists to achieve service excellence to customers with disabilities. If anyone has a question about the policy, please contact:info@clarescycle.com

Shipping and Handling

Shipping and Handling Charges: Shipping and handling charges are based on total price of your order. Oversized or heavy items may have an additional shipping cost. This charge may not be calculated until the order is being prepared.

We will notify you if there is an increase in the shipping charge or your order prior to billing and shipping.

Shipment By UPS: We ship via UPS Ground or US Postal Service in the continental US. Shipments to Alaska & Hawaii and International orders will have an additional shipping cost applied.

Delivery Time: Allow 4-10 business days for delivery of non-backordered items in the continental US. Allow additional time for shipments to Alaska, Hawaii and International Orders.

Consolidated Shipments: Entire orders will be shipped together if possible.


Returns and Exchanges

General: All returns must be postmarked no later than 30 days from the original customer shipment date. Returns and exchanges must be in new condition and must include all instructions and original packing material. Customer pays all return shipping charges. Include a copy of your packing list with all returns.

Original shipping and handling charges are not refundable. Returns must be preauthorized by us and are subject to a 20% re-stocking fee. These amounts will be deducted from the original amount billed and the remaining balance will be credited to the original credit card.

Incorrect Size: No charge for exchange. We will exchange customer orders that do not fit, if the customer requests the same item in a different size. Customer pays all shipping charges.

Customer Order Error: Incorrect customer orders can be exchanged for any other item without paying the restocking charge. However, the customer will pay the additional shipping and handling charge. The replacement item must be at least 75% of the value of the original item.

Return Shipping Instructions: Return via prepaid UPS or US mail. Insure shipment for full value of purchase. Use original packaging. We are not responsible for packages lost during return shipping.

Return/Exchange Instructions: Enclose a copy of your packing list or E-mail Invoice along with detailed return/exchange instructions. Send exchanges and returns to dealership.


Sales Tax

Sales tax is charged on instate orders if required by law.


Payment Methods

Orders accepted via secure online order form only. Most major credit cards are accepted. Credit card purchases verified for your protection.


Backordered Items

Backorders: If an item is backordered, we will notify you via e-mail. Shipments scheduled more than 30 days after the order date: We will notify you via email and give you a cancellation option. Filling backorders: Backorders will be filled before new orders when the backordered items become available.


Policies

Individual product descriptions are claims of the manufacturer and/or distributor and are not guaranteed accurate. Prices subject to change without notice. Mistakenly posted prices on the website do not obligate us to those incorrect prices. We reserve the right to refuse to sell to anyone for any reason.


Secured Online Shopping

We guarantee your order's privacy and security over the web, with all transactions utilizing an SSL secure server connection. Verisign, Inc., provides our Secure Server Certificate through Dominion Enterprises.


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