PLEASE NOTE THAT DUE TO AN INCREASE IN FRAUDULENT ORDERS, WE ARE ENFORCING NEW SECURITY MEASURES FOR ONLINE ORDERS.
WE CURRENTLY DO NOT ACCEPT ONLINE ORDERS FROM QUEBEC OR ONLINE ORDERS BEING SHIPPED TO QUEBEC.
IF YOU WOULD LIKE TO PLACE AN ORDER FROM QUEBEC, OR HAVE AN ORDER SHIPPED TO QUEBEC, PLEASE CONTACT US VIA EMAIL ORDERS@TRAILBICYCLES.CA .
WE'RE HAPPY TO PROCESS YOUR ORDER ACCEPTING PAYMENT VIA ETRANSFER.
POLICIES & SHIPPING
Shipping Options Within Canada
Shipping options are available for most apparel and accessory items. In-store pickup is available for all items, including bikes. Due to our dealer agreements, we cannot ship new bicycles from Trek and Norco.
Applicable provincial and federal taxes are applied when your order is processed according to where the item will be shipped. All orders being shipped are sent from Trail Bicycles in Courtenay, BC (Vancouver Island), and take one to two business days to process, in addition to the delivery times. Isolated and rural areas may take longer.
Please provide a residential or commercial address, PO boxes may not be serviced. Please note that some bulky items* may be subject to additional shipping and handling charges because of size or weight. Shipping may be delayed due to road and weather conditions, lost or stolen packages, and other circumstances beyond our control.
Sorry, but we do not ship outside of Canada.
We offer free shipping for orders over $450. This does not apply to bicycles and other oversized or overweight items*. Depending on the destination shipping costs for bicycles are between $250 - $550. Please contact us before purchasing a bicycle online if you have any questions either via email email@example.com or call 250 334 2456.
*Some items may be subject to additional shipping and handling fees due to weight and size, such as, but not limited to, car racks, trainers, wheels, forks, trailers or child carriers.
|Order Amount||Standard Ground Shipping||In-Store Pickup|
|Bicycles**||$250.00 - $550.00 |
(depending on destination)
**Shipping fees for bicycles vary depending on the destination; a flat fee of $300 for regular bicycles / $350 for electric bicycles is automatically applied. Once we've received your online order we will get back to you with the final shipping costs, and, if applicable, will credit/charge the difference. Please contact us via email firstname.lastname@example.org if you would like a quote before placing your order.
In accordance with our dealer agreements we do NOT ship Norco, Trek, or Pivot bicycles. We do not ship outside of Canada.
Shipping restrictions may apply to certain products and destinations. These restrictions include regional distribution agreements, hazardous or over-sized products. Due to an increase in fraudulent orders, we are enforcing new security measures for online orders. We currently do not accept online orders from Quebec, or online orders being shipped to Quebec. If you would like to place an order from Quebec, or have an order shipped to Quebec, please contact us via email email@example.com. We're happy to process your order accepting payments via etransfers.
In-store pickup is free for all items, including bikes and oversized products. Most orders will be ready within one business day. Please keep in mind that some items may require additional processing time to transfer from off-site locations. Other items may require additional processing time for assembly. We will call or email you once your order is ready for pickup.
If you need an item right away, please call us to confirm that the product is available before heading over to our store. Unless special arrangements are made in advance, orders need to be picked up within 30 days or a 10% restocking fee will be charged.
If there’s a problem with a product that you purchased from us, please bring it back to us. We will refund the original purchase amount within 14 days of your purchase for items returned in new condition and in original packaging or are defective. Merchandise returned that appears used and not in original packaging may be subject to a restocking fee or will be denied a refund.
You may also ship an item back to us if it is defective or not to your satisfaction. Ship returns at your own expense (we do not accept CODs). We will refund shipping costs on damaged or incorrect merchandise. Merchandise returned that appears used will be subject to a restocking fee.
No returns on special orders, sale items, bicycles, helmets or nutrition.
Labour fees, such as custom wheel builds or other services, are non-refundable.
Bontrager products covered by the 30-Day Unconditional Guarantee can be returned within 30 days for an exchange or refund. This guarantee includes Bontrager aftermarket components, apparel, and accessories. Bontrager OE (original equipment) componentry sold as part of a bicycle is excluded.
Used items must be cleaned for a return. If you send merchandise that is not cleaned or laundered, we will return it to you at your expense.
BC E-Bike Rebate Program
We do not accept returns or exchanges from customers who participate in the BC E-Bike Rebate Program. We cannot provide you with a cash, debit refund, credit card refund, cash equivalent gift card or merchandise credit. Please make sure your decision to purchase an E-Bike is final.
If you have an issue with your product please don’t hesitate to email us at firstname.lastname@example.org. If you believe it's a manufacturer's defect and would like to inquire about a warranty, send us an email and we can assist in the process. A detailed and sharp photo(s) of the defective product is required along with the original receipt. Warranty is only offered to the original owner of the product.
If the product you would like to warranty is from a brand we sell but was purchased elsewhere we can still help as long as you have the original receipt. This process may take some time for review and require an admin fee; please allow extra time to process.
We know your gear gets wet and dirty through regular outdoor use, but please clean it off before photographing it or bringing it in.
Prices and Information
Our website is intended to help you. We make every effort to maintain current, accurate prices in our online catalog. And we strive for similar accuracy and timeliness with the other information we offer here. However, inventory or pricing errors may occur, and we reserve the right to decline or cancel any orders where mistakes or discrepancies in price or stock status exist regardless of the source of the error.
Please note that our inventory and pricing might not be live, depending on the time of day. If you are interested in an item and want to make sure it is available please give us a call at 250 334 2456. In case of a price discrepancy between the store and online, the store price will prevail.
We appreciate your understanding and apologize for any inconvenience such mistakes may create. Please bring any errors you find to our attention on your next visit or by calling or emailing us. Thank you!
We protect the security of your information during transmission by using Secure Sockets Layer (SSL) software, which encrypts all of the information you provide to us and prevents outside parties from being able to "see" your transaction information. When your account information is displayed on your screen, we only display the last five digits of your credit card numbers. You also have the choice of whether or not to save credit card information with us in your Online Account.
We sometimes use other companies (third-party service providers) to perform functions on our behalf. Examples include fulfilling orders and delivering packages. They need access to some personal information in order to perform their duties but may not use this information for other purposes.
(last updated July 28th, 2023)