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PLEASE NOTE THAT THERE MIGHT BE SHIPPING DELAYS DUE TO THE CURRENT SERVICE DISRUPTIONS IN B.C.

We are located on Vancouver Island, B.C. and any orders going beyond Vancouver or the Lower Mainland may be delayed due to service disruptions. Please contact us if you have any questions via email orders@trailbicycles.ca or give us a call at 250 334 2456. 

POLICIES & SHIPPING

Shipping Options

Shipping options are available for most apparel and accessory items. Orders typically ship within one business day of being placed.

In-store pickup is available for all items, including bikes. Due to our dealer agreements, we cannot ship new bicycles from Trek and Norco.

Please provide a residential or commercial address, PO boxes may not be serviced. Please note that some larger 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.


Shipping Fees

We offer free shipping for orders over $450. This does not apply to bicycles. Depending on the destination shipping costs for bicycles are between $150 - $250. We will contact you once you have placed your order. Please contact us before purchasing a bicycle online if you have any questions either via email orders@trailbicycles.ca 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, trailers and child carriers.


Order AmountStandard Ground ShippingIn-Store Pickup
Under $150.00$25.00Free
$150.01-$450.00$20.00Free
Over $450.01 Free
(except bicycles or other oversized items)
Free


In-Store Pickup

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.


Returns

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.


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. 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!


Information Security

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.