Product Availability - Safe Shopping Updates
Stay safe and keep riding. Your health and safety are important to us.
Frequently Asked Questions
Q: How long will it take to get my bike?
A: Most bike orders are ready in 2-4 days. For fastest service, choose a pick-up location that shows the bike in-stock. If a bike has to be shipped from the vendor or transferred between our locations or warehouse, it may take up to 10 days for the bike to be ready for pick up.
Q: Why will it take so long to pick-up my bike?
A: The Covid-19 shutdown created a major backlog throughout the industry. Shipping times from UPS, FedEx and trucking companies have doubled or even tripled in some cases. When bikes arrive they need to be built and inspected. We are operating as quickly and safely as possible.
Q: Do you even have bikes in stock?
A: Yes, we have thousands of bikes in stock and more arriving every week. Demand is very high and production is currently running about 1-2 months behind due to the pandemic and multiple factory/supplier closures. The website is usually up to date although quantity updates can lag behind by about an hour or so. We apologise for any inconvenience due to inaccurate information.
General store information
Q: Are your showrooms open?
A: Our showrooms are now open with limited guest capacity per SoM/CDC guidelines. You are encouraged to shop our website or use our personal shopper form to narrow your selection before your visit. We are limiting appointments to 15 minutes to serve as many guests as possible. Please request an appointment here and we will contact you within 1-2 business days to set up a day and time that works for you within our showroom hours. We will also serve walk ups as capacity allows and can text you after you arrive once we have an available team member.
Q: Do you currently offer repair services?
A: Our repair cue is full for the next 4-6 weeks. If you need assistance with a home repair please contact us and we will try to help whenever possible. We offer a wide selection of bicycle maintenance products on our website and our favorite bicycle tool provider has an exceptional online how-to video series to help. We look forward to helping you with repairs soon.
Q: Can I make returns to the store?
A: Yes. Please contact the appropriate location to arrange an appointment.
Placing an online order
Q: How do I buy something?
A: Our website is open 24/7 for orders and we have remote staff available to assist with orders and answer questions on a limited basis. We also have a new personal shopper service to provide additional assistance. We are fulfilling orders made through our website.
Q: How do I pick the right accessories for the bike I’m ordering?
A: After you place your online bike order, a member of our team will contact you to confirm sizing information and walk you through your options for accessories. We will then assist you in ordering your new accessories which will be installed on your new bicycle when you get it. Common accessories with a new bike include a water bottle and cage, kickstand, helmet, lights, bags, and phone holders.
Q: Will my bike come assembled?
A: Yes. Every bicycle you purchase from our business will be professionally assembled by a trained bicycle mechanic and undergoes a comprehensive safety check before delivery.
Q: How do I know what size product to purchase?
A: Whenever possible products on our website have sizing information available. We are actively adding more self-serve tools to our website to help you further - especially for bicycles. We encourage you to use our personal shopper program to arrange a virtual consultation so we can offer you personalized assistance finding the right size.
Q: What happens if I order the wrong size?
A: Most products we sell come with a 30 day satisfaction guarantee. Please order with confidence and we will do our best to resolve any sizing issues you may encounter. We encourage you to schedule a personal shopper appointment and we can help minimize the chance of ordering the wrong size.
Q: Are pricing and availability accurate on your website?
A: Our website is connected directly to our store inventory, along with inventory from our most trusted suppliers. Order volume is high and there may occasionally be a discrepancy. We will contact you within 48 hours after you make your purchase if we encounter any issues.
Getting an online order
Q: Do you offer curbside pickup?
Yes, we are offering curbside pickup. We will contact you when your order is ready. Bikes are usually ready in 2-5 days and most parts and accessories are 1-3 days. Product from the warehouse and items that need to be transferred between locations may need significantly more time to be ready for pick up.
Employee safety information
Q: How are you keeping your employees safe?
A: Our employees are our most valuable asset and are therefore our top priority. We’ve undertaken the following safety protocols in accordance with CDC recommendations to keep our team safe. The protocols include:
- Vigilant and frequent cleaning and disinfecting standards beyond CDC recommendations
- Utilizing provided face masks and gloves
- Frequent hand washing
- Extended social distancing
- Thoroughly disinfecting every product and package before curbside pickup or local home delivery
- Team members who are symptomatic or have had exposure to someone who is sick are asked to stay home