Discover more in our FAQ
Have a question or comment? Reach out to our live chat or email us at weborders@thebikeshop.com
Ordering FAQs
Why doesn't my discount code work?
Why doesn't my discount code work?
If your discount code is not working, it's likely one of the following reasons:
- The item is already on sale and our discount codes do not stack
- The code may be expired
- Select discount codes do not include bikes or select brands that are price protected
Does The Bike Shop price match?
Does The Bike Shop price match?
Yes, we do price match at The Bike Shop. We are happy to match any Canadian retailer, view our price matching policy below:
- Must be a Canadian retailer
- Must be in-stock at retailer
- Must be exact same item (brand, model, item number, size, colour)
The Bike Shop has the right to refuse any price match.
Where can I check my order status?
Where can I check my order status?
You can check on your order status in your account under "orders", you will also receive emails as your order status updates.
How do I order an item that is not available?
How do I order an item that is not available?
To order an item that is not in-stock or not available on our website, reach out to us through phone, email, or chat. We have staff dedicated to finding the products you need.
Shipping FAQs
When will my order ship?
When will my order ship?
Orders take one to two business days to process.
Where can I find my tracking information?
Where can I find my tracking information?
Tracking information will be emailed to you when your order ships.
Why hasn't my tracking information updated?
Why hasn't my tracking information updated?
Sometimes couriers miss scanning the package. If your order is taking longer than the anticipated shipping time, reach out to us and we will investigate your shipment.
Returns FAQs
How do I make a return?
How do I make a return?
- Login to your account
- Select "Return Items" under the order you would like to return
- Select the quantity of the item you would like to return
- Select the reason for the return
- Select return action: Repair, replacement, return, or store credit
- Write any comments you would like to share with us
- Select "Submit Returns Request"
Our team will review your request as quickly as we can. Once approved, you will receive an RA with shipping details and instructions on how to return the item.
After the product has been received and inspected at The Bike Shop, payment will be refunded back to the original method of payment or a replacement product will be shipped.
What is your return policy?
What is your return policy?
100% satisfaction guaranteed. We stand behind everything that we sell. If for any reason you are not satisfied with your purchase, simply return the item within 30 days and we'll exchange it or refund your purchase.
- Items must be returned within 30 days from the time of delivery
- Items must be in the original packaging
- Items must be in new condition, undamaged, without altering
- Items must be packaged appropriately for shipment in a manor representative of how it was originally delivered to you
How do I return a web order I picked up in-store?
How do I return a web order I picked up in-store?
If you picked your order up in store and prefer to return it in-store, you can. In-store returns and/or exchanges can take place on the spot and all the same guidelines apply to both in store and online returns/exchanges.
Will I be charged any fees?
Will I be charged any fees?
No, you will not be charged any fees to send a product back provided it falls under our return policy.
We request that you package the item securely and in the smallest, most appropriately sized package possible. Do not ship items in display packaging (re-use the box the item was shipped to you in at all times).
20% restocking fees may be applied on any order at the discretion of The Bike Shop if the conditions in the return policy are not met. Restocking fees may be applied to an in-store credit, gift card or deducted from the funds returned to your original payment method. A restocking fee may apply for the following:
- Items shipped back in inappropriate packaging
- Special order bikes
- Items that are returned that do not adhere to our return policy
When do I get my money back?
When do I get my money back?
After we receive and complete an inspection of the products, The Bike Shop will complete the refund transaction within 1-2 business days and you will receive a confirmation email showing the refund amount. Please note it may take up to 10 business days for the refund to appear on your statement depending on the financial institution.
Warranty FAQs
What is the warranty coverage on bikes?
What is the warranty coverage on bikes?
Bike frames have warranty that can vary between company and the style of the bike. Any warranty issues or questions can be facilitated by The Bike Shop as you will not be able to deal with the company directly.
Any component part typically has a one year warranty if that component proves to be defective, but the final decision is at the discretion of the manufacturer.
How do I start a warranty claim?
How do I start a warranty claim?
To begin a warranty claim, you can email us at support@thebikeshop.com to start a warranty claim with our customer service experts.
Who makes the decisions for warranty claims?
Who makes the decisions for warranty claims?
Warranty claims and decisions are at the final discretion of the manufacturer.
What is warranty?
What is warranty?
Warranty refers to the manufacturers coverage of that particular product and is normally dealt with directly through the store which it was purchased. Warranty claims and decisions are at the final discretion of the manufacturer. These include products that fail because the component was built and deemed to be faulty or defective under normal use.