Terms and Conditions
MINIMUM ORDERS
Prepaid shipping is only available to HLC Partners based on the Partner Program level obtained. Non-Partner HLC customers will pay a delivery fee of $30 for ground shipping or $60 for air shipping, unless otherwise agreed upon
PARTNERSHIP DEALER
To qualify as an HLC Partner, your minimum yearly purchases must be $2500—calculated on a September to August fiscal year. Speak to your sales rep about our Dealer Partnership benefits.
BACKORDERS
By having a partner status of “Silver” or higher, HLC allows you to order items that are not currently available to ship as well as order a quantity greater than that available to ship today. These are referred to as Backorders. Backorders are created and managed from the website.
Unless otherwise noted or excepted, backorders are filled on a first-come-first-serve basis. Once a backorder is created, it is time-stamped, and your order is placed into a queue awaiting the next delivery. Once the backordered item(s) become available, they are reserved for you on your Backorder List for a period of 4 full business days. At that time, you will be notified via email and on the web store upon login. Simply add the item(s) from your backorder list to your cart and complete the checkout process before the end of the 4-day period. If the 4 days pass and the item(s) have not been ordered, they will be removed from your backorder list and allocated to the next person on the list or released into open inventory if no one else has the item(s) on backorder.
If an item is removed from your backorder list, or if a backordered quantity is reduced, this is tracked in your backorder stats, shown on the Customer Dashboard. In order to maintain access to the Season Backorder benefit, you must maintain a minimum take rate of 90% of the total items backordered. This means, if you backorder a quantity of 100 items (from a single or multiple SKUs), you must take 90 of those items in order to maintain access to the feature. HLC will track this measurement for all accounts on a rolling 12-month basis and disable access for those found below this measurement.
Backorders will expire 270 days after they are created. When an item is within 30 days of expiring, you will have the option to renew the backorder to keep your place in line and remain on the list. Backorders that expire are not counted as unfilled backorders and will not be counted toward the 90% measurement.
If an item is removed from your backorder list, either manually or by not ordering during the 4-day reservation period, you may still order the items from available inventory (assuming item is in stock). If items are ordered within 7 days of the backorder list expiration, then the quantity will be considered as filled for purposes of the 90% measurement.
Occasionally, we may flag some items as Hot Items. A hot item is usually an item that is in very high demand and low supply. Hot items will be managed using the Season Backorder process but may be allocated in a controlled and fair manner by HLC.
SHIPPING
Bicycle Freight Policy: Non Partner : $20 per bike Ground Freight ; Partner : $20 per bike Ground Freight. Prepaid Freight available at 3 or 5 bikes; see Partnership program for more details.
TACX NEO BIKE Freight Policy : $75 per bike Ground Freight
Yuba Cargo Bikes Freight Policy : $75 per bike Ground Freight. Prepaid Freight based on partnership program.
Hazardous Materials: Batteries, CO2, aerosol and any other hazardous materials must be shipped via a ground due to federal regulations
Shipping Exceptions for air shipments: Due to the weight and / or size of certain products (such as bikes, hazardous materials and workshop equipment), HLC is obligated to ship oversized items through a ground delivery service. Contact customer service for a comprehensive list. Also, some regions are excluded from air shipments such as NL, YT and NT. Other regions may be excluded as well.
Applied Labelling Cut Off time: 1:00 PM ET
DIRECT FULFILLMENT
HLC is finalizing the details of a direct fulfillment program where we will ship orders to your customers on your behalf. More information coming soon!
PRICING & DESCRIPTIONS
Pricing and descriptions are subject to change without prior notice. Prices do not include any applicable taxes.
CONDITIONS OF SALE
Merchandise sold and delivered remains the property of HLC until complete and final payment. The customer assumes liability for loss or damage to merchandise during that time.
LIABILITY
All merchandise included in our catalogue is sold under the condition that we cannot guarantee the user freedom from injury. The user assumes all risks entailed in action and no company representative can waive or change this condition.
ONLINE SALES
In an effort to protect the long-term interests of our industry and that of our customers, HLC fully supports any and all MSRP (Manufacturer’s Suggested Retail Price) and MAP (Minimum Advertised Price) programs set by our vendors. These price lists are available for review on the HLC website (downloadable via the Dealer Kit section). Clearout items may be priced at the dealer’s discretion. HLC is responsible for the legal and ethical business agreements between its vendors and its customers; consequently, HLC can be held responsible for its customers’ actions.
Although resellers remain free to establish their own prices, HLC retains the right to, without warning, and without assuming any liability, cancel any pending orders, and deny access to any product/vendor when the customer is in violation of the manufacturer’s pricing policies.
HLC fully supports and even recommends that its customers utilize the Internet to promote and complement their business model. Selling products on a legitimate branded website can add significant value to a business. However, in order to maintain an active account with HLC, all websites selling products purchased from HLC must clearly identify their business name, address, and contact information. To maintain brand and product integrity, dealers must use the exact product images, official logos and full descriptions, all of which are available on our website in the Dealer Kit section or from our customer service department. Bicycles may be sold for in-store pickup only. HLC does not support or recommend the use of online auction sites for the reselling of current model year product. HLC does not condone the sale of products to third party resellers. Accounts found using Internet practises in violation of this policy may have their HLC account closed without warning. If you have any questions regarding online sales or whether your site is in compliance, please contact our customer service department or your sales rep.
PAYMENT POLICIES
PAYMENT TERMS
Payment terms are net 30 days and subject to approval by the credit department. A finance charge of 1.5% per month (18% per year) will be added to any unpaid balance after the net 30 days term. The customer agrees to pay any legal fees incurred by Cycles Lambert Inc in procuring any past due amounts.
A $25 fee will be charged for NSF payments.
PAYMENT METHODS
- Online
- ACH website payment
- Electronic fund transfers
- Pre-authorized payments
FREIGHT POLICY
INCOMPLETE OR LOST DELIVERIES
If you receive an incomplete order, there is a high probability that you will receive the remainder of your order in a different shipment as soon as possible. This is caused by the carrier’s shipping process: when a parcel is too big to be put on a conveyor belt, the transport company has to handle it separately from other parcels. For peace of mind, please consult your order online at www.hlc.bike/ca to see how many packages were sent to you as well as do an online tracking.
RETURNS AND CLAIMS
Before returning any merchandise or obtaining a credit note, a return authorization number must be issued by HLC. This number should be marked on all returned boxes.
To initiate a return and get an authorization number, please use the return platform on https://return.hlc.bike/ca.
WHEN YOU RETURN MERCHANDISE, BE SURE TO INCLUDE:
- The original invoice
- HLC’s return authorization number
* HLC is not liable for any replacement made prior to an official authorization.
WARRANTIES & RETURNS
RETURN POLICY (ON NON-DEFECTIVE PRODUCTS)
HLC has a restocking policy for any product that was purchased within 30 days of the return request. The shipping for returning the product must be paid by the dealer and a Restocking charge of 15% will be deducted from your credit note on non-defective merchandise.
In order to be eligible for restocking, the product also needs to meet those specific conditions:
- The product has to be in its original packaging and without any price or promotional stickers.
- The product must be intact and in the same condition as when originally purchased. The product cannot have been installed or used.
- The product cannot have been purchased at clearout price.
- Restocking is not available on special orders.
CLAIMS – SHIPPING DAMAGES & SHORTAGES
Please specify any damages or shortages on the waybill, and immediately notify the carrier as well as HLC’s Customer Service Department.
HLC cannot be held responsible for any damaged parcels. Only the product is under HLC’s responsibility. If possible, please take photos showing the damaged goods. Damages or shortages must be reported within 10 days or the claim may be voided. HLC will assume shipping costs on the replacement product if these guidelines are respected.
CLAIMS – PRODUCT DELIVERY ERRORS
Please inform HLC of any error(s) as soon as all boxes have been opened and all merchandise has been checked, no later than 10 days after you have received your order. Before replacing or crediting a product, a verification must be made in our warehouses. Over shipped items must be returned to HLC using the standard return policy outlined above to the exception of the shipping fees which will be assumed by HLC. Again, items must not have been used or installed. If you decide to keep the product, it will be invoiced. HLC will assume shipping costs on the replacement products if these guidelines are respected. For products under $25 that are missing, HLC will issue a credit note. The product will not be replaced, unless you specifically request such a replacement. We want to resolve all problems as quickly as possible in order to prevent this from happening again. This will also enable us to manage our stock levels in order to better serve you.
WARRANTY ON DEFECTIVE PRODUCTS
WARRANTY GUIDELINES
All products distributed by HLC are warranted against manufacturing defects for a minimum of one year. Some manufacturers have specific warranty policies and as a distributor, HLC has the obligation to apply them. Please refer to the section pertaining to these manufacturers’ specific policies under the “Brands” tab.
WARRANTY CLAIMS
For any warranty claim, please visit our web Return platform to get your return authorization number. This number should be marked on all returned boxes. HLC will proceed and repair the product. However, if the product cannot be repaired, HLC will issue a credit note. No product will be replaced. Freight costs must be paid by the dealer to ship merchandise back to HLC. Then, if applicable, the freight costs to ship the product back to the dealer will be covered by HLC.
REFUSAL OF DEFECTIVE MERCHANDISE
You will be required to pay shipping fees (to and from HLC).
Returns on defective products will automatically be rejected, for the following reasons:
- Crashes, abuse, and normal wear and tear
- Used cutting tools
- Spokes that have been installed
- Bent or cracked seat posts
- Saddles with broken rails
- Books / DVD that have been opened (exchange only, no credit)
- Forks that have been installed or that have been cut
- Any items that have already been repaired
- Flat tires/tubes
- If the delay in returning the merchandise is considered too long.
REPAIRS & MAINTENANCE (SERVICE CENTER)
In some cases, when a product is no longer covered by warranty, HLC offers a repair service for a fixed rate, based on the product category.
The return shipment to HLC shall be at the dealer’s expense.
Please visit the return web platform to initiate a service request. If you need more information, please contact our customer service.
REPAIR FEES
- Minimum: $30/per repair
- Hourly rate: $60/hour
Backorders
HLC allows you to order items that are not currently available to ship as well as order a qty greater than that available to ship today. These are referred to as Backorders. Backorders are created and managed from the website.
Unless otherwise noted, backorders are filled on a first come, first served basis. Once a backorder is created, it is time-stamped, and your order is placed into a queue awaiting the next delivery. Once the backordered item(s) become available, they are reserved for you on your Backorder List for a period of 4 business days. At that time, you will be notified via email and on the web store upon login. Simply add the item(s) from your backorder list to your cart and complete the checkout process before the end of the 3-day period. If the 4 days pass and the item(s) have not been ordered, they will be removed from your backorder list and allocated to the next person on the list or released into open inventory if no one else has the item(s) on backorder.
If an item is removed from your backorder list, or if a backordered quantity is reduced, this is tracked in your backorder stats, shown on the Customer Dashboard. In order to maintain access to the Backorder benefit, you must maintain a minimum take rate of 80% of the total items backordered. This means if you backorder a quantity of 100 items (from a single or multiple SKUs), you must take 80 of those items in order to maintain access to the feature. HLC will track this measurement for all accounts on a rolling 12-month basis and disable access for those found below this measurement.
Backorders will expire 270 days after they are created. When an item is within 30 days of expiring, you will have the option to renew the backorder to keep your place in line and remain on the list. Backorders that expire are not counted as un-filled backorders and will not be counted toward the 80% measurement.
If an item is removed from your backorder list, either manually or by not ordering during the 4-day reservation period, you may still order the items from available inventory (assuming item is in stock). If items are ordered within 7 days of the backorder list expiration, then the qty will be considered as filled for purposes of the 80% measurement.
Occasionally, we may flag some items as Hot Items. A hot item is usually an item that is in very high demand and low supply. Hot items will be managed using the Season Backorder process but may be allocated in a controlled and fair manner by HLC.
Click here to watch our “How To” Backorder videos!
Pricing
As a general rule, items will be assigned the best available pricing at the time of checkout. Some pricing may be remembered by our backorder system to ensure best pricing is available when backorders are ready to ship.
| Price Type | Pricing Recorded? | |
|---|---|---|
| Base | Yes | If an item has regular (base) wholesale pricing with no discounts, the price will be recorded and applied when available to ship unless lower pricing is available at that time. |
| Sale | Yes | Sale pricing is recorded for backordered items. Unless a lower price is available, sale pricing will be used when backordered item is available to checkout. |
| Program | Yes | If an item is eligible for program pricing at the time it is backordered, the pricing will be recorded and available when the item becomes available to ship. |
| Promotion | Yes | For phase 1, promotion pricing will not be recorded for backordered items. In order to receive promotion pricing, backordered items must be part of a qualifying cart. |
| Qty Break | No | Quantity break pricing will be applied only if the shippable qty is greater than or equal to the qty break. |
| Kit | No | Items are not allowed to be backordered as part of a kit. |
| Closeout | No | Closeout items are not allowed to be backordered. |
It is possible that the same item in a cart may be receive different pricing. This could occur if a backordered item is being charged a recorded price from an earlier date and additional quantities are being ordered from regular inventory.
Backordered items are not used to qualify orders for shipping, payment terms, or pricing benefits.
Condition of Sales Policy
Merchandise sold and delivered remains the property of HLC until complete and final payment. The customer assumes liability for loss or damage to merchandise during that time.
Liability
All merchandise included in our catalogue is sold under the condition that we cannot guarantee the user freedom from injury. The user assumes all risks entailed in action and no company representative can waive or change this condition.
PAYMENT TERMS
Payment terms are net 30 days, subject to approval by the credit department. A finance charge of 1.5% per month (18% per year) will be added to any unpaid balance after the net 30 days term. The customer agrees to pay any legal fees incurred by HLC in procuring any past due amounts. Returned checks (NSF) will be charged a $30 fee. PAYMENT METHODS:
- Check
- Electronic fund transfers
- ACH Payment
Dropship & Special Orders
Dropship Orders
Dropship orders are entered as regular orders. Because the order will be fulfilled by the vendor, shipping time and cost may vary depending on the product(s) ordered. Freight credit allowance (FCA) does not apply to dropship orders.
Dropship and special orders may not be returned to HLC. Any problems or claims should be directed to our Customer Support Team.
Custom Orders – Any item imprinted with a logo or name and address must be pre-approved by the dealer for accuracy before the items will be produced. The supplier is the primary point of contact to ensure accuracy and acceptability. Customized items may not be returned.
Special Orders
Special orders are defined as any order with any product that does not have an existing HLC part number or has a part number but is not inventoried at any of our distribution centers, and cannot be drop shipped from the manufacturer to the retailer.
- Allowed only for the following Brands:
- Avid, Cicolvation, Ecylpse, EVO, EVOC, Garmin, Goodyear, Kenda, Lizard Skins, Look, Maxxis, Muc-Off, Pirelli, Race Face, RockShox, Schwalbe, SRAM, Stan’s No Tubes, Supacaz, SwissStop, Wheel Shop, WTB
- Minimum of $400 wholesale value
- Customer must pay any additional shipping charges, import duties, and applicable fees for shipment from manufacturer to HLC
- Once received at HLC, orders will be shipped to the retailer in accordance with the current HLC freight policy and the customer’s standard payment terms (pending credit approval).
Online Reselling Policy
HLC fully supports MAP (Minimum Advertised Price) policies set by our Vendors in the best interest of preserving brand image and value. MSRP and MAP prices appear on the product details page as well as any search result on our website. Details of all MAP policies can be found on the brand page for each brand who adopted such a policy. They can also be accessed with the link on the online reselling page of HLC website.
Accounts found in violation of a MAP policy may get restricted to access products from our brand partner. If you have any questions regarding online sales or whether your site is in compliance, please contact our customer support department.
Shipping Terms & Conditions
Orders $475 to $1,199 shipped ground delivery* within the continental USA
- FCA on shipments from any distribution center are limited to 8% of the order total or ground delivery* cost, whichever is less
- Orders can be upgraded to any other service but will be limited to 8% of the order total or ground delivery* cost, whichever is less
- FCA is allowed on shipments from the secondary distribution center
Orders $1,200 shipped ground delivery* within the continental USA
- FCA on shipments from all distribution centers receive unlimited FCA when shipping ground delivery service*, regardless of the freight percentage
- Orders can be upgraded to any other service but will be limited to 8% of the order total or ground delivery* cost, whichever is less.
* Ground delivery refers to the most cost-effective shipping method. All other methods are considered upgrades.
FCA Policies
- All products qualify, no dimensional or weight exclusions apply.
- FCA is only allowed on orders paid within payment terms. Past due orders are responsible for any and all shipping charges.
- FCA is not given on drop shipments, special volume pricing programs, or distributor sales.
* FCA will be applied to the most economical ground shipment method based on size and weight of shipment.
* Special shipping conditions for Puerto Rico, Hawaii, and Alaska. Ask for details.
Same Day Shipping Cut Off Times
| Order Type | SC | NV | PA | TX |
|---|---|---|---|---|
| Web Orders | 4:00 PM EST | 4:00 PM PST | 4:00 PM EST | 4:00 PM CST |
| Phone Orders | 4:00 PM EST | 4:00 PM PST | 4:00 PM EST | 4:00 PM CST |
| Email Orders | 3:00 PM EST | 3:00 PM PST | 3:00 PM EST | 3:00 PM CST |
| Orders with Labels Applied | 1:00 PM EST | 1:00 PM PST | 1:00 PM EST | 1:00 PM CST |
| Next Day Ground to Florida (Mon – Thurs only) | 1:00 PM EST | |||
| Next Day Ground OnTrac to OR, WA | 2:00 PM PST | |||
| Next Day Air to Midwest | 1:00 PM EST | |||
| Common Carrier LTL | 4:00 PM EST | 4:00 PM PST | 4:00 PM EST |
- Orders requiring credit department approval are not guaranteed same day shipping
- Orders containing order notes requiring review by HLC employee are not guaranteed same day shipping
- All pick up orders placed before cutoff will be available for pickup 3 hours after the order is received by HLC or by 1:00pm (whichever comes latest). All orders placed after cutoff will be available for pick up the following business day by 1:00pm local time.
Shipping Claims
HLC will handle all carrier claims. For all claims, please follow these instructions to expedite and avoid delays.
- Verify total number of boxes received with actual box count and claimed box count with driver (and on bill of lading for LTL shipments)
- If a box appears to have been damaged in shipment, inspect the contents of each box immediately.
- If you find damaged goods note this with the driver before signing for your shipment.
- Contact HLC’s Customer Support team to report your loss or damage claim.
Failure to follow these instructions may cause your loss or damage claim to be denied by the carrier and/or HLC.
To begin a shipping claim, please contact our Customer Support Team.
Any refused order is subject to a 10% restocking fee and all associated shipping costs. HLC reserves the right to bill accounts for any expenses incurred due to inaccurate or outdated address information.
Truckline | LTL
HLC is not responsible for accessorial charges or additional services employed by the recipient of a truck line delivery. These fees will be billed back to the customer if they are selected. Common accessory selections for truck line deliveries include, but are not limited to, lift gate service, pallet jack service, inside delivery, appointments, etc. If you are unsure if a service will carry an additional charge, ask your delivery driver.
Warranties & Returns
In our commitment to providing an excellent customer experience, we pledge to promptly take care of your service and warranty concerns. In order to achieve this goal, all products being returned for credit must obtain a Return Merchandise Authorization (RMA) number prior to being returned. You may contact our customer service department to obtain an RMA number or complete the online RMA request (My Account > Returns, Service & Warranty Customers are responsible for return freight to HLC unless otherwise approved.
When Returning an item to HLC, please note the following:
- Items not purchased from HLC will not be accepted for return.
- Return Merchandise Authorization (RMA) numbers are required for all returns.
- RMA requests are not accepted on items that are over 90 days past the original invoice date.
- RMAs are valid for 45 days once they have been issued.
- Items returned to HLC may be subject to a 15% restocking fee.
- Returns are not accepted on nutritional/food items.
- Package items in a sturdy, shippable carton. Product display boxes are not allowed in most instances.
- Write Shop name and RMA number on outside of package
Returns for Credit:
- Items must be unused, in new condition, and in original, unopened packaging without pricing or shipping labels. HLC has the right to refuse credit or give partial credit for items returned without original packaging or with price labels, stickers, etc.
- Items returned to HLC that do not meet all requirements will be returned to the dealer at the dealer’s expense.
- Items not eligible for return
- Drop-shipped items
- Special orders
- Custom orders
- Imprinted items
- Manuals, books
- Videos
- Closeouts
- Discontinued items
- Food or Nutritional items
Warranty Returns:
- Item may not be returned for credit if item is worn out from normal wear and tear.
- Item may not be returned for credit if item is outside of manufacturer’s warranty period. Warranty period is one (1) year from the date of purchase unless otherwise specified by manufacturer. Questionable warranty items are subject to final approval by the manufacturer. If an item is not deemed a legitimate warranty issue, the item will be destroyed or returned to the dealer at the dealer’s request and expense.
- Certain items must be returned directly to the manufacturer. To determine whether a vendor allows HLC to manage warranties or requires them to come back directly, please visit the appropriate brand page.
Returns as a percentage of overall sales:
- If returns exceed 3.5% of overall sales there will be an automatic restocking fee of 15% applied to all returns, regardless of the days past the original invoice date.
- To find out your current returns to sales ratio, please visit your account dashboard.
Refused Orders:
- Any refused order is subject to a 15% restocking fee and all associated freight charges.
Return Addresses:
Please package items in a sturdy, shippable carton and write your shop name and RMA number on the outside of the box.