Info & Return Policies

 

Since 1973 Suburban Sports has been dedicated to providing you year round support with a wide selection of superior ski and bicycle equipment designed to enrich your ski and riding experience! Whether it’s that new road bike in January or new skis in July, we are here to help you get out and have fun.

The staff at Suburban Sports is made up of a group of dedicated full time employees who share your love of outdoor sports.  The staff is made up of members of the National Ski Patrol, certified Professional Ski Instructors, and NASTAR Racers.  We employ Certified Binding Technicians, Master Boot Fitters, bicycle racers, veteran mechanics, and experienced ski technicians. Suburban Sports has a highly competent staff familiar with the products they sell because they use the products they sell. We know sports and are ready to provide you with the best gear to follow your outdoor interests! Come visit the showroom at CT's premier ski and bike shop! 

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Contact Us:

25 Webster Square Rd.

Berlin CT, 06037

 

800-799-5927 

860-828-5808

admin@suburbansport.com

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Store Hours:

Mon: 10am - 7pm

Tue: 10am - 7pm

Wed: 10am - 7pm

Thr: 10am - 7pm

Fri: 10am - 7pm

Sat: 9am - 5pm

Sun: 11am - 5pm

Hours are subject to change due to weather, holidays, or other events. 

 

Shipping FAQ’s and Return Policy Page

Free domestic shipping for most orders over $50
- Excludes bicycles, cargo boxes and certain other oversized packages
- Orders usually ship within 1-2 days, however, can be delayed further depending on order volume, availability, and/or services added. 

- We DO NOT price match on items that were purchased outside of a sale period.

- We are currently unable to ship some items to Alaska and Hawaii. Call 800-799-5927 or email admin@suburbansport.com for inquiries regarding shipping to Alaska and Hawaii.

- We do not ship to PO Boxes.

- No RMA or Return Authorizations are needed; but please insert a copy of your invoice or order confirmation email to help us expedite processing your return.

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In-Store Pick-up

- You will be notified by email when your order is ready for pick-up. Please do not come to pick-up your order before you have been notified. We can not guarantee that we will be able to gather, prepare and process your order immediately as a walk-in; some items may be in storage at our warehouse. 

- Show receipt/invoice and ID when picking up your order. 

- If someone else will be picking up the order, you must write their name in the ‘Comment’ section during checkout. 

- Usually, specific dates/times can be accommodated for order pick-up but please call us before placing your order so that we can confirm availability. 

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Expedited Shipping

- We can offer express shipping for some orders. Call 800-799-5927 and press 2 or email admin@suburbansport.com for estimated express shipping quotes. The final expedited shipping cost will be charged to the payment method originally used to place the order.

- Bikes and some other items are not eligible for expedited shipping.

- In case of a return, shipping charges are non-refundable.

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Delivery and Tracking

- All orders receive emailed tracking information upon shipment.  Please check your spam folder for this email. If you can not locate your tracking information email please contact us.

- We can provide an estimate, but can not guarantee exact delivery dates. We can not reroute packages, or have shipments held at any FedEx location. Please contact the courier regarding any inquiries about the status of a shipment after it has been shipped.

- We are not responsible for stolen packages after they have been delivered. Contact the courier in order to file a claim for lost, stolen, damaged or undelivered packages.

- We will not replace or refund any orders for which the tracking information confirms delivery to the proper address that was filed.

- Packages “Returned to Sender” due to incorrect shipping information will be refunded minus shipping costs.

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Bicycles

- All bicycle sales are final. Bikes are not returnable and non-refundable.

- Bikes do not qualify for free shipping; shipping costs vary per bike. 

- Most bike shipments require signature upon delivery.

- Bikes DO NOT ship assembled. They are partially disassembled to fit into a shipable package.We recommend, and all warranties REQUIRE, that bikes be assembled by a qualified technician at a bike shop.

- Bikes from Scott, Giant and Liv are not allowed to be shipped due to manufacturer restrictions. Some other models may also be restricted, but will be noted in the item’s description. These bikes are available for purchase online, but must be selected for in-store pickup upon checkout. Any shipping order placed for a bike which is ineligible to be shipped can be canceled without notice. 

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Damaged, Missing, or Defective Items

- We are not responsible for items damaged during shipment. We are not responsible for lost or stolen packages. All issues must be sent to the shipping courier in order to file a claim for lost, stolen, damaged or undelivered packages. Please give us a call if you need help with this process.

- If you believe an item was damaged or defective prior to shipping or that your order is missing parts/pieces you MUST notify us by email within 5 days of delivery at admin@suburbansport.com with clear, detailed photos of the damage or defect, as well as, the shipment packaging.

- Reports of damaged or defective items will be dealt with on a case-by-case basis.

- We can not guarantee that a replacement will be available for any item. 

- Reports of damaged or defective items, or missing parts and pieces, which are reported more than 5 days after delivery according to official tracking information will not be processed or amended. 

- We are not responsible for damage from wash and/or wear.

- We are happy to assist with any warranty claims you’d like to place. Please call us at 800-799-5927 X2 or email us at admin@suburbansport.com for any inquiries about warranties.

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International Shipping

- We currently offer international shipment of certain items to Canada ONLY. Please contact us about shipping to Canada before placing your order. 

- Bikes and certain other items CAN NOT be shipped to Canada. 

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Cancellations, Inventory and Changes

- We reserve the right to cancel any order, any time, for any reason. Cancelled orders will be refunded or voided immediately upon cancellation. 

- Rarely, items on the website may be titled, categorized or priced incorrectly. We are not required to honor incorrectly marked items, and we reserve the right to update or change the information on any item at any time. 

- Rarely, item images may vary from available items. We will do our best to notify any customer who may have placed an order for an item that is pictured incorrectly before shipping the item.

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Return for Refund

- To return an order for a refund the item must be shipped back within 30 days from when the item was delivered according to the official tracking information. Items returned past the 30 day deadline must be requested and will be subject to a restocking fee. It is not guaranteed that we will accept the return.

- Return shipping is the responsibility of the customer. You may ship your return back to us whatever way is easiest for you. 

- Returns should be sent to:

    Suburban Sports

    162 Burnham Street
    Berlin CT 06037

- Original outgoing shipping charges incurred by Suburban are deducted from the refund. 

- Expedited shipping costs are non-refundable. 

- All returned items must be in original condition and have all original tags and accessories. We reserve the right to refuse any items which are damaged, used, worn, washed, have pet hair, odors, makeup or other stains, or various other reasons which may make an item unsellable.

- Head and face accessories are not eligible to return. I.E.: ski hoods, neck tubes, sunglasses, hats and other items. 

- Emailed FedEx return labels can be provided upon request; The cost of the return label will be charged to the customer. 

- Bike sales are final; Bikes can not be returned and will not be refunded. 

- Items marked as FINAL SALE in the title or product description can not be returned. 

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 Return for Exchange

- We DO NOT hold any inventory for any reason.

- To exchange an item, please place a new order for the new item, and return the other item for a refund within the 30 day return window. 

- We do not offer free return shipping. Return shipping for an exchange is the responsibility of the customer.

- Emailed FedEx return labels can be requested to return an item; The cost of the return label will be charged to the customer. 

- We can not guarantee the availability of the exchange item in our inventory. 

- All policies from above section titled “Return for Refund” apply to returns for exchange. 

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Refunds

- Refunds are typically processed within 1 week of return item delivery. Once we process a refund, it may take up to 7 days for your individual bank to release the funds back into your account; Please note: Once we have processed the return, we have no control over how long your bank takes to release your funds. Timeframe varies per your banking institution.

- All outgoing shipping costs that we incur are deducted from the refund amount for all returns. This cost varies per order and item. 

- Items in non-returnable condition (as detailed above in “Return for Refund”) will not be refunded. 

- Gift Cards are non-refundable.

- Demo Skis are final sale. They will not be accepted for return and will not be refunded. 

- Bikes are final sale. They will not be accepted for return and will not be refunded. Please contact us immediately if your bike arrives damaged or missing any parts or pieces.

 

PRIVACY POLICY

Last updated January 01, 2018

Thank you for choosing to be part of our community at Suburban Sports, doing business as Suburban Ski and Bike (“Suburban Ski and Bike”, “we”, “us”, or “our”). We are committed to protecting your personal information and your right to privacy. If you have any questions or concerns about our policy, or our practices with regards to your personal information, please contact us at admin@suburbansport.com. When you visit our website https://suburbanskiandbike.com/, and use our services, you trust us with your personal information. We take your privacy very seriously. In this privacy notice, we describe our privacy policy. We seek to explain to you in the clearest way possible what information we collect, how we use it and what rights you have in relation to it. We hope you take some time to read through it carefully, as it is important. If there are any terms in this privacy policy that you do not agree with, please discontinue use of our Sites and our services. This privacy policy applies to all information collected through our website (such as https://suburbanskiandbike.com/), and/or any related services, sales, marketing or events (we refer to them collectively in this privacy policy as the "Sites").

Please read this privacy policy carefully as it will help you make informed decisions about sharing

your personal information with us.

TABLE OF CONTENTS

1. WHAT INFORMATION DO WE COLLECT?

2. HOW DO WE USE YOUR INFORMATION?

3. WILL YOUR INFORMATION BE SHARED WITH ANYONE?

4. DO WE USE COOKIES AND OTHER TRACKING TECHNOLOGIES?

5. DO WE USE GOOGLE MAPS?

6. HOW LONG DO WE KEEP YOUR INFORMATION?

7. HOW DO WE KEEP YOUR INFORMATION SAFE?

8. DO WE COLLECT INFORMATION FROM MINORS?

9. WHAT ARE YOUR PRIVACY RIGHTS?

10. DO CALIFORNIA RESIDENTS HAVE SPECIFIC PRIVACY RIGHTS?

11. DO WE MAKE UPDATES TO THIS POLICY?

12. HOW CAN YOU CONTACT US ABOUT THIS POLICY?

1. WHAT INFORMATION DO WE COLLECT?

Personal information you disclose to us

In Short: We collect personal information that you provide to us such as name, address, contact information, passwords and security data, and payment information.

We collect personal information that you voluntarily provide to us when registering at the Sites expressing an interest in obtaining information about us or our products and services, when participating in activities on the Sites or otherwise contacting us. The personal information that we collect depends on the context of your interactions with us and the Sites, the choices you make and the products and features you use. The personal information we collect can include the following:

Name and Contact Data. We collect your first and last name, email address, postal address, phone number, and other similar contact data.

Credentials. We collect passwords, password hints, and similar security information used for authentication and account access.

Payment Data. We collect data necessary to process your payment if you make purchases, such as your payment instrument number (such as a credit card number), and the security code associated with your payment instrument. All payment data is stored by our payment processor and you should review its privacy policies and contact the payment processor directly to respond to your questions. All personal information that you provide to us must be true, complete and accurate, and you must notify us of any changes to such personal information.

Information automatically collected

In Short: Some information – such as IP address and/or browser and device characteristics – is collected automatically when you visit our Sites.

We automatically collect certain information when you visit, use or navigate the Sites. This information does not reveal your specific identity (like your name or contact information) but may include device and usage information, such as your IP address, browser and device characteristics, operating system, language preferences, referring URLs, device name, country, location, information about how and when you use our Sites and other technical information. This information is primarily needed to maintain the security and operation of our Sites, and for our internal analytics and reporting purposes.

Like many businesses, we also collect information through cookies and similar technologies.

Information collected from other sources

In Short: We may collect limited data from public databases, marketing partners, and other outside sources.

We may obtain information about you from other sources, such as public databases, joint marketing partners, as well as from other third parties. Examples of the information we receive from other sources include: social media profile information; marketing leads and search results and links, including paid listings (such as sponsored links).

2. HOW DO WE USE YOUR INFORMATION?

In Short: We process your information for purposes based on legitimate business interests, the fulfillment of our contract with you, compliance with our legal obligations, and/or your consent.

We use personal information collected via our Sites for a variety of business purposes described below. We process your personal information for these purposes in reliance on our legitimate business interests ("Business Purposes"), in order to enter into or perform a contract with you ("Contractual"), with your consent ("Consent"), and/or for compliance with our legal obligations ("Legal Reasons"). We indicate the specific processing grounds we rely on next to each purpose listed below. We use the information we collect or receive:

To send you marketing and promotional communications for Business Purposes and/or with your Consent. We and/or our third party marketing partners may use the personal information you send to us for our marketing purposes, if this is in accordance with your marketing preferences. You can opt-out of our marketing emails at any time (see the "WHAT ARE YOUR PRIVACY RIGHTS" below).

Fulfill and manage your orders for Contractual reasons. We may use your information to fulfill and manage your orders, payments, returns, and exchanges made through the Sites.

Deliver targeted advertising to you for our Business Purposes and/or with your Consent. We may use your information to develop and display content and advertising (and work with third parties who do so) tailored to your interests and/or location and to measure its effectiveness.

Administer prize draws and competitions for our Business Purposes and/or with your Consent. We may use your information to administer prize draws and competitions when you elect to participate in competitions.

To enable user-to-user communications with your Consent. We may use your information in order to enable user-to-user communications with each user's consent.

To enforce our terms, conditions and policies for Business Purposes, Legal Reasons and/or possibly Contractual.

To respond to legal requests and prevent harm for Legal Reasons. If we receive a subpoena or other legal request, we may need to inspect the data we hold to determine how to respond.

For other Business Purposes. We may use your information for other Business Purposes, such as data analysis, identifying usage trends, determining the effectiveness of our promotional campaigns and to evaluate and improve our Sites, products, services, marketing and your experience.

3. WILL YOUR INFORMATION BE SHARED WITH ANYONE?

In Short: We only share information with your consent, to comply with laws, to protect your rights, or to fulfill business obligations.

We only share and disclose your information in the following situations:

Compliance with Laws. We may disclose your information where we are legally required to do so in order to comply with applicable law, governmental requests, a judicial proceeding, court order, or legal process, such as in response to a court order or a subpoena (including in response to public authorities to meet national security or law enforcement requirements).

Vital Interests and Legal Rights. We may disclose your information where we believe it is necessary to investigate, prevent, or take action regarding potential violations of our policies, suspected fraud, situations involving potential threats to the safety of any person and illegal activities, or as evidence in litigation in which we are involved.

Vendors, Consultants and Other Third-Party Service Providers. We may share your data with third party vendors, service providers, contractors or agents who perform services for us or on our behalf and require access to such information to do that work. Examples include: payment processing, data analysis, email delivery, hosting services, customer service and marketing efforts. We may allow selected third parties to use tracking technology on the Sites, which will enable them to collect data about how you interact with the Sites over time. This information may be used to, among other things, analyze and track data, determine the popularity of certain content and better understand online activity. Unless described in this Policy, we do not share, sell, rent or trade any of your information with third parties for their promotional purposes.

Business Transfers. We may share or transfer your information in connection with, or during negotiations of, any merger, sale of company assets, financing, or acquisition of all or a portion of our business to another company.

With your Consent. We may disclose your personal information for any other purpose with your consent.

4. DO WE USE COOKIES AND OTHER TRACKING TECHNOLOGIES?

In Short: We may use cookies and other tracking technologies to collect and store your information.

We may use cookies and similar tracking technologies (like web beacons and pixels) to access or store information. Specific information about how we use such technologies and how you can refuse certain cookies is set out in our Cookie Policy.

5. DO WE USE GOOGLE MAPS?

In Short: Yes, we use Google Maps for the purpose of providing better service.

This website, mobile application, or Facebook application uses Google Maps APIs. You may find the Google Maps APIs Terms of Service here. To better understand Google’s Privacy Policy, please refer to this link.

By using our Maps API Implementation, you agree to be bound by Google’s Terms of Service.

6. HOW LONG DO WE KEEP YOUR INFORMATION?

In Short: We keep your information for as long as necessary to fulfill the purposes outlined in this privacy policy unless otherwise required by law.

We will only keep your personal information for as long as it is necessary for the purposes set out in this privacy policy, unless a longer retention period is required or permitted by law (such as tax, accounting or other legal requirements). No purpose in this policy will require us keeping your personal information for longer than the period of time in which users have an account with us.

When we have no ongoing legitimate business need to process your personal information, we will either delete or anonymize it, or, if this is not possible (for example, because your personal information has been stored in backup archives), then we will securely store your personal information and isolate it from any further processing until deletion is possible.

7. HOW DO WE KEEP YOUR INFORMATION SAFE?

In Short: We aim to protect your personal information through a system of organizational and technical security measures.

We have implemented appropriate technical and organizational security measures designed to protect the security of any personal information we process. However, please also remember that we cannot guarantee that the internet itself is 100% secure. Although we will do our best to protect your personal information, transmission of personal information to and from our Sites is at your own risk. You should only access the services within a secure environment.

8. DO WE COLLECT INFORMATION FROM MINORS?

In Short: We do not knowingly collect data from or market to children under 18 years of age.

We do not knowingly solicit data from or market to children under 18 years of age. By using the Sites, you represent that you are at least 18 or that you are the parent or guardian of such a minor and consent to such minor dependent’s use of the Sites. If we learn that personal information from users less than 18 years of age has been collected, we will deactivate the account and take reasonable measures to promptly delete such data from our records. If you become aware of any data we have collected from children under age 18, please contact us at admin@suburbansport.com.

9. WHAT ARE YOUR PRIVACY RIGHTS?

In Short: You may review, change, or terminate your account at any time.

If you are resident in the European Economic Area and you believe we are unlawfully processing your personal information, you also have the right to complain to your local data protection supervisory authority. You can find their contact details here: http://ec.europa.eu/justice/dataprotection/bodies/authorities/index_en.htm

Account Information

If you would at any time like to review or change the information in your account or terminate your account, you can:

■ Contact us using the contact information provided.

■ Log into your account settings and update your user account.

Upon your request to terminate your account, we will deactivate or delete your account and information from our active databases. However, some information may be retained in our files to prevent fraud, troubleshoot problems, assist with any investigations, enforce our Terms of Use and/or comply with legal requirements.

Opting out of email marketing: You can unsubscribe from our marketing email list at any time by clicking on the unsubscribe link in the emails that we send or by contacting us using the details provided below. You will then be removed from the marketing email list – however, we will still need to send you service related emails that are necessary for the administration and use of your account. To otherwise opt-out, you may:

■ Contact us using the contact information provided.

■ Click unsubscribe in the link provided in our emails

10. DO CALIFORNIA RESIDENTS HAVE SPECIFIC PRIVACY RIGHTS?

In Short: Yes, if you are a resident of California, you are granted specific rights regarding access to your personal information.

California Civil Code Section 1798.83, also known as the “Shine The Light” law, permits our users who are California residents to request and obtain from us, once a year and free of charge, information about categories of personal information (if any) we disclosed to third parties for direct marketing purposes and the names and addresses of all third parties with which we shared personal information in the immediately preceding calendar year. If you are a California resident and would like to make such a request, please submit your request in writing to us using the contact information provided below. If you are under 18 years of age, reside in California, and have a registered account with the Sites, you have the right to request removal of unwanted data that you publicly post on the Sites. To request removal of such data, please contact us using the contact information provided below, and include the email address associated with your account and a statement that you reside in California. We will make sure the data is not publicly displayed on the Sites, but please be aware that the data may not be completely or comprehensively removed from our systems.

11. DO WE MAKE UPDATES TO THIS POLICY?

In Short: Yes, we will update this policy as necessary to stay compliant with relevant laws.

We may update this privacy policy from time to time. The updated version will be indicated by an updated “Revised” date and the updated version will be effective as soon as it is accessible. If we make material changes to this privacy policy, we may notify you either by prominently posting a notice of such changes or by directly sending you a notification. We encourage you to review this privacy policy frequently to be informed of how we are protecting your information.

12. HOW CAN YOU CONTACT US ABOUT THIS POLICY?

If you have questions or comments about this policy, you may email us at admin@suburbansport.com or by post to:

Suburban Sports

25 Webster Square Road

Berlin, CT 06037

United States