FREQUENTLY ASKED QUESTIONS

Shipping & Returns

Can I return my order?

If you are not satisfied with your purchase from TroyLeeDesigns.com, you can return your order for a full refund (less shipping fees) within 30 days of the date of purchase. All merchandise returned for a refund must be in unworn, unused, unwashed condition, with original tags still attached.

All returns require a Return Authorization Number (RA#). To receive an RA#, log into your TroyLeeDesigns.com account, select the item(s) that you would like to return from your Order History, and select the button on your screen labeled “Request a Return.” Or, call our toll-free customer support line at (800)239-6566. Please make sure the RA# is displayed on the outside of the returned box.

Please send all returns to:

Troy Lee Designs DC
9448 Richmond Place Unit C
Rancho Cucamonga, CA 91730

Once your return is received and inspected, a refund will be processed within 72 hours. Depending on your bank, please allow 7-10 business days from the time the return is processed for the refund to be reflected in your account. The refund will be automatically issued back to the same method of payment used for the purchase.

For additional information regarding returns, please contact our Troy Lee Designs Customer Support team at (800)239-6566.

Can I exchange an item?

Unfortunately, at this time we are only able to process refunds and not exchanges. Please contact our Customer Service department at (800)239-6566 to obtain a Return Authorization.

Do you offer free shipping on returns?

At this time we are unable to offer free shipping on returns or provide shipping labels.

Can I place international orders?

Unfortunately, we do not accept orders placed outside of the United States and cannot process payments with a debit or credit card that has an international billing address – this also includes orders purchased for delivery within the U.S.

If you would like to find a distributor in your country, please visit www.troyleedesigns.com/stores, and enter your location for a list of the nearest distributors.

Payments

What forms of payment do you accept online?

Troy Lee Designs only accepts Visa, MasterCard, American Express and Discover credit cards, as well as PayPal as forms of payment. International credit card or forms of payment are not accepted.

If you have additional questions, please contact Troy Lee Designs Customer Service at (800)239-6566.

Custom Lettering

How do I customize my jersey?

If you are looking to get a TLD jersey lettered by our Troy Lee Designs lettering department, choose the “CUSTOMIZE THIS JERSEY” option before adding it to your shopping cart.

If you already have a new TLD jersey and would like to send it in for lettering, please call our toll-free Customer Support line at (800)239-6566 and we can help you place the order. Please note that this service is offered for TLD jerseys only.

How do I customize my helmet?

If you would like to get basic lettering on your new helmet, choose the “CUSTOMIZE THIS HELMET” option before adding it to your shopping cart.

If you already have a helmet or would like a more elaborate design, please visit https://www.troyleedesigns.com/custom-paint/ for pricing and instructions. To place your order, send your info to [email protected] or call (951)371-5219 ext. 248.  For additional questions, please call our toll-free Customer Support line at (800)239-6566.

Product Care

How do I wash my gear?

The care and content label attached to your product will provide the best washing instructions for jerseys, pants, shorts, gloves and sportswear.

However, if you can’t find it, we recommend that you turn your gear inside out (if applicable), hand wash with cold water and mild detergent only. Hang dry only for our ENTIRE product line. DO NOT PUT IN THE DRYER!

How do I wash my helmet?

For helmet care, mud and crud should be hosed off (do not use a pressure washer!). Wipe down gently with a wet rag to remove any dirt from the surface to avoid scratching the paint. Allow time to air dry.

DO NOT use any harsh chemicals, contact cleaner or acidic chemicals.

Can I wash my protective gear?

Most TLD protective items can be machine washed in cold or warm water with a mild detergent and drip-dried.

Knee and elbow guards with Velcro straps should be washed in a mesh laundry bag to prevent the straps from entangling or attaching to other items in the wash.

For soft chest protectors with removable padding, it is recommended to remove the pads before washing the chassis of the protector. These pads can be rinsed/hand washed, or placed in a mesh laundry bag and tossed into the machine.

Exceptions to machine washing: hard plastic chest protectors and VQ knee braces.

Helmet Care & Crash FAQ

Can I get my helmet inspected after a crash?

Yes – upon receipt of the helmet, Troy Lee Designs will conduct a full helmet inspection and diagnosis.

Please note that if the EPP, EPS or MIPS materials are damaged, the helmet will be deemed beyond the point of repair. If the helmet was damaged as the result of a crash, eligible customers may benefit from TLD’s limited 3-year Crash Replacement Program. In order to take part in the Crash Replacement Program, customers must provide proof of purchase from an authorized TLD dealer.

Send your helmet to:

Troy Lee Designs
155 E Rincon St.
Corona, CA 92879
ATTN: Helmet Inspection

Note: customers are responsible for shipping costs to our inspection department.

A part broke on my TLD product. Where can I find a spare part?

Spare parts are available for purchase on our website or you can contact our Customer Service Team at (800)239-6566.

How often should I wash my helmet and the liners?

Helmet liners and cheek pads absorb a tremendous amount of sweat, salt and skin oils when you ride. Sweat dries into salt crystals that act like sand against the materials in the helmet liner, shortening its life expectancy.

It is recommended that you wash your liners after every ride to maintain their integrity.

For bicycle helmets such as the A1/A2, rinse the entire helmet with water and pat dry with a towel to keep your liner fresh.

Liners and cheek pads for full-face models such as D3 and SE4 are removable. For a light cleaning, these items may be rinsed with water in a manner similar to the A1/A2.

If machine-washing these items, be sure to use a mesh laundry bag to prevent them from becoming entangled with other items you may be washing.

Allow the liners to drip dry and use a towel to absorb excess moisture to speed up dry time.

How often should I replace my helmet if I have not had any crashes?

There is no exact timeline for helmet replacement – the useful life of a helmet will vary for all users. The basic rule of thumb, regardless of use, is that you should replace most helmets after no more than 3 years.

If you ride 8-10 hours a week and wash your helmet and liners regularly, you may be able to get 2 years out of a helmet before wear and tear. Remember: UV damage and the natural aging process of the materials also start to degrade the helmet’s ability to protect you. The life of your helmet is decreased if you do not keep your helmet clean.

If the helmet hits the ground in a crash, it should always be inspected before using it again. In a crash, the helmet can suffer damage that is not obvious to the untrained eye. This damage can inhibit the helmet’s ability to absorb impacts and protect the user in a crash. Please have the helmet inspected by TLD before using it again.

Swag & Sponsorship

How can I get stickers?

We’d be more than happy to mail you some free stickers that are on hand. Please send in a self-addressed envelope with prepaid postage to:

Troy Lee Designs
ATTN: FREE STICKERS
155 E. Rincon Street
Corona CA 92879

Otherwise, please feel free to order stickers online.

How do I get sponsored?

Troy Lee Designs accepts sponsorship applications only during the “Sponsorship Season” – between October 1st and October 31st. Please visit the link below just before or during Sponsorship Season for application instructions.

https://www.troyleedesigns.com/sponsorship

Dealer & Distribution

How do I become a dealer?

If you are interested in becoming an Authorized U.S. Troy Lee Designs Retailer, please email your store’s contact information listed below to [email protected]. Once received, one of our representatives will forward your request to the appropriate sales rep for review. Please note: our customer service team does not have access to the status of these requests.

Store Name
Address
Website
Contact Name
Phone Number
Email
Store Description
Additional Notes