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FAQ

There are many questions, and some of them we get repeatedly. Please take a moment to read through our FAQs. If you don’t see your answer below, our contact information is at the bottom. Please shoot us an email and we’ll get back to you.

  1. Locating stores
  2. Shipping information
  3. Returns
  4. Warranties
  5. Payment and checkout errors
  6. International orders
  7. Sponsorship
  8. Miscellaneous
  9. Contact information


Locating stores 

Where can I find a store that carries Pearl Izumi? 
Please refer to our retailer locator to find an authorized Pearl Izumi retailer near you.

I’ve heard you have Factory Stores, is there one near me?
We have stores located throughout the county. Please visit our Factory Store map to see if there is one near you. 


Shipping information

Who do you use for shipping?
We use UPS for our US orders.

We encourage you to sign up for UPS MyChoice. There are two UPS MyChoice account levels, one of which is free. From your UPS MyChoice account you can choose where, when, and how you receive your packages. Do you want UPS to leave your box in the third bush on the right, behind the red tulips? You can tell them this in your account preferences!

How long does it take my order to ship?
Orders placed before noon Mountain Time on business days (non-holiday Mondays through Fridays) will ship on the same day. Orders placed after noon Mountain Time on a business day, or on a weekend, will ship the following business day.

Where will my order ship from?
We have two distribution centers, one in California and one in South Carolina. Your order will fulfill from the closest distribution center to you that has the item you ordered. Starting in January 2015, all run shoes and run apparel will be shipping from California.

I didn’t receive all of my items, are they coming in a later shipment?
As we have two distribution centers, it is likely that your other items are on their way. If you have UPS MyChoice, you can log in and see if there is another shipment from Pearl Izumi on its way to you.

There is a small chance that the missing item(s) you ordered are out of stock. Please double check your email to see if you have one notifying you of a refund.

I entered the wrong shipping address, can you update it?
Orders move into our warehouse within an hour after you click “submit order” and we cannot update them once they are on the floor. If you catch the error right away, please email us at buyonline@pearlizumi.com with your order number and the correct address and we will do our best to update it.


Returns 

I need to return something, how do I do that?
New and unused merchandise may be returned with the original tags attached up to 30 days from the date of purchase for a refund. A credit will be issued to the original credit card for the item(s) amount, less shipping and handling. Our full return policy can be found here.

The return form says I need to include my packing slip, but I can’t find it.
Our packing slips are either in a plastic envelope on the outside of the box, or under the shipping label. If yours was under the shipping label and you cut it in half, please submit the part with your order number and item. If you have thrown away your packing list please print a copy of your order confirmation email and include that with your return.

I just need a new return form…
You can download and print our US return form here.

I cut the hang tags off the garment, can I still return it?
If you have only removed the hang tags, then yes, you can still return the new and unused item. However, you will need to include the hangtags with your return so we can reattach them at the warehouse. Unfortunately, if you have also removed the sewn in white product care tags, we will be unable to accept the return.

I need to return something, but my credit card number has changed since I made my order, can I still get my refund?
If you received a new credit card number from the same issuing bank, it will not be a problem to refund your credit card. Just like all pending payment transactions carry forward onto your new card, so will your refunds.

However, if you closed the account with that issuing bank and opened a new credit card with a different bank, please contact us at buyonline@pearlizumi.com before sending back your return.

I received my return email confirmation, but I don’t see my refund on my statement, are you sure it went through?
Most banks take 3-5 business days for the refunded amount to reflect in your available balance. While 3-5 business days is standard, some banks can take much longer. If you use multiple cards for your online transactions, please be sure you are checking the correct account. If you used PayPal to checkout, your refund will go back to your PayPal account. You then have the option to use that amount for any future payment via PayPal or you may transfer it to your bank account.


Warranties

Do you guarantee your products?
Yes, Pearl Izumi products are built to last the lifetime of the garment, and that is how long we will stand behind them. Pearl Izumi products are fully covered by our warranty policy against factory defects in materials and workmanship for their original owner.

What is an example of a factory defect?
Examples of factory defects include broken zippers, unraveling seams, delamination, and broken hardware that was not caused by a crash or other impact.

What is an example of something that is not a factory defect?
Examples of things that are not factory defects include normal wear and tear, abrasions caused by saddles or saddle bags (Velcro straps are the usual culprit), pet damage, and premature fabric wear caused by chlorinated pools.

How does the warranty policy work?

  • If you purchased your Pearl Izumi item(s) from your local Pearl Izumi dealer, that dealer is your best source for your warranty needs and we encourage you to visit them whenever possible.
  • If you purchased your Pearl Izumi item(s) directly from us, or if you would prefer to send your item(s) directly to us, please follow the directions below.

You are responsible for shipping your warranty item(s) back to us. We recommend using a shipping provider that has both tracking and insurance options as we are not responsible for shipments that do not make it to our facility. Please remove cleats from cycling shoes before sending them back. If your warranty is approved, you will not be getting your original shoes back.

State law, and common courtesy, requires that all apparel sent in for warranty is clean and laundered, and that mud and dirt are wiped off of shoes. All item(s) are evaluated by a live human being in our facility, and this is the same person that also makes the call as to the validity of your claim. If your item(s) are clean and packaged nicely, this can help swing things in your favor if the status of your item(s) is questionable.

Items with legitimate failures that are not due to normal wear and tear, chlorine, and/or abrasions from bike equipment or laundering, will either be repaired or replaced. We do our best to replace your item with the same style number and color. However, due to the nature of our changing inventory, we reserve the right to replace your item with the closest equivalent item and cannot guarantee the same style number and color.

If you have an item with no current equivalent that cannot be replaced, or if the item is your absolute favorite, please note on your warranty form that you would like it repaired if possible. We will always attempt to repair items with limited edition graphics or that have sentimental value. All repairs are done in-house by our prototype sewers.

We will cover the cost of shipping your new or repaired item(s) back to you.

Our warranty form can be found here, and the full warranty policy can be found here. Please be sure to fill out the form and ship your item(s) to the address below:

Pearl Izumi/Shimano
ATTN: Warranty
1 Holland Dr
Irvine, CA 92618

For warranty assistance outside the US, please contact your local dealer or distributor; we cannot accept warranty shipments from outside the US.

How long does the warranty process take?
We try to process and ship warranties within 3-4 business days of receipt. However, repairs can take several weeks and the correct inventory is not always immediately available. If you would like to check the status of an item that you sent in for warranty service, please email us at warranty@pearlizumi.com. In your email, please include your name, street address, a description of the item, and the tracking number for your shipment.


Payment and checkout errors

I’m getting an address error while checking out.
All billing addresses must be in the US and your bank needs to submit AVS address and zip code fields for verification. It is becoming increasingly rare, but there are still some smaller banks and credit unions that do not submit AVS information for verification. If your bank is in the minority, please try a different card or use PayPal.

The billing address you enter must match the AVS address your bank has on file; we send this information to your bank for verification, and we cannot override their response if it does not match. If you feel you are entering your address correctly, please call the 1-800 number on the back of your card, ask for either the Fraud or Authorizations Department and have them verify what your AVS address is on file. If you have more than one address on file (most common with PO Boxes and after moving to a new home) one of those addresses will likely need to be deleted from the bank’s system. Please use the exact address they provide for your billing address.

I see a charge on my credit card, but didn’t get an order confirmation email.
Did you have any errors while checking out? If so, the charge you are seeing is most likely a pending charge from the failed checkout attempt and will disappear within 1-3 business days. If you are unsure if the charge is pending, please email us at buyonline@pearlizumi.com. In your email, please include the name on the card and the date of the attempted transaction.

I would like to use a Visa/AMEX/MasterCard gift card, but the site will not accept it.
If you want to use a Visa/AMEX/MasterCard gift card on the site, you will need to register it with Visa/AMEX/MasterCard. This is necessary because our site will check for the AVS address and zip code.

Please also be sure to retain the gift card in the case of a return. We credit the card used for payment, so if you throw away the gift card, you will have problems accessing the refunded amount from your return.


International orders

Do you ship internationally?
Unfortunately we do not ship to international addresses. Our site does not accept international cards and we are unable to accommodate each country’s customs and duties requirements. If you are looking for a dealer outside of the US, please consult our international distributor list here.

What about Canada? It’s really close to the US.
We ship directly to our Canadian retailers twice a week. They have access to any item that you can put in your basket on our web site, so please ask your favorite local retailer to special order the items you wish to purchase.


Sponsorship

I'm really fast, will you sponsor me?
We accept sponsorship applications between September 1st and October 31st for the upcoming year. Proposals must be received in writing at our physical address in order to be considered, no phone calls or emails will be accepted. Full details on how to apply for the program can be found here


Miscellaneous

Hey, can you send me a sticker?
Of course! Please send us an envelope with your address on it to the address below, and we will ship you some stickers.

Pearl Izumi
Attn: Marketing Coordinator/Sticker Request
101 S Taylor Ave
Louisville, CO 80027

Can I get a printed catalog?
We are an environmentally conscious company and try to limit paper consumption. We do not print a consumer catalog; however our current products can be seen online at shop.pearlizumi.com. The website is constantly changing, please check back frequently for the latest updates.


Other questions?

Please email us at buyonline@pearlizumi.com for order specific questions, warranty@pearlizumi.com for warranty questions, and info@pearlizumi.com for all other questions.

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