Skip to main content
Our retail stores are OPEN
Our Web Store remains OPEN and ready to get you geared up for your next adventure.


FAQ’s – Jan. 2022

Are you open? - YES! Both in-store and online

  • Stores:
    • Monday: Closed
    • Tuesday - Wednesday: 10:00 am - 6:00 pm
    • Thursday - Friday: 10:00am - 7:00pm
    • Saturday: 10:00am - 6:00pm
    • Sunday: 10:00am - 5:00pm

How long will it take to have a curbside pickup order ready?

  • Typically. 1 to 3 days for in-stock items 
  • 5 - 7 days or more for special order items

What is your curbside procedure?

  • Monday: Closed
  • Tuesday - Wednesday: 10:00 am - 6:00 pm
  • Thursday - Friday: 10:00am - 7:00pm
  • Saturday: 10:00am - 6:00pm
  • Sunday: 10:00am - 5:00pm
  • You will receive 2 emails from us.
    • 1st email: is your order confirmation
    • 2nd email: will indicate that your order is complete and ready for pickup with the store location and time after which it will be ready.
    • **If you have not heard from us, it means your order is not ready for pickup yet. Please do not proceed to our stores to pickup your order if you have NOT received an 'Order Complete' email.
  • After you receive your “Order Complete” email. Please proceed to your store of choice and call our Curbside pickup line. 
    • 203 Richmond Rd (Westboro)
      • 613–878-1178
  • 5607 Hazeldean Rd (Stittsville)
    • 613-878-1183
  • Please be ready to provide your order number, vehicle model & colour
  • We will then ask you to open your trunk and wait outside your vehicle.
  • We will then verify your order and place your order in the trunk.

How long will it take to receive my online order via Canada post?

  • In stock: average of 4 - 7 days 
  • Special order: 10 - 14 days or more for special order items
  • Note: Canada Post is experiencing a high volume of parcels. Your shipment may experience delays out of our control.

How do I get my bike repaired?

  • Service Appointments are NOT REQUIRED for:
    • Flat repair, tire and/or tube changes
    • Bushtukah lifetime service adjustments
    • Basic parts installation
  • Service Appointments are REQUIRED for:
    • Any service not listed above including the following
      • Service Packages
      • Tubeless

How long will it take to have my bike repaired?

Can I get a flat tire fixed faster?

  • We are able to fix flat tires within 24 - 48 hours

Can I get basic parts (bells, racks, fenders, pedals, etc) installed on my bike faster?

  • We are able to do basic parts installation within 24 - 48 hours 

Do you repair all brands and models of bikes? - YES

  • But with one caution we are not able to source all parts for all bikes
    • Bikes 20+ years old
    • Bikes from large big box retailers because these bikes often have parts that we cannot source for repair
    • Bikes from brands which include proprietary parts that are only available to bike shops that sell that brand
    • E-bikes from brands we do not sell
    • Bikes with Campagnolo parts
    • Bikes that re in very poor shape (ie. substantially rusted)
    • Recumbents, hand cycles, adult tricycles and other nonconventional specialty bike like objects

How do I buy a bike?

What happens it if I buy a bike get it home and don’t like it. Am I stuck with it? - NO

  • We offer a 30 day “right bike guarantee” (click here for details)
    • We will gladly exchange your bike for another within 30 days if you are not happy with your purchase

Are you accepting returns and exchanges at this time? - YES

  • We are now accepting returns & exchanges in-store
  • See our updated return policy CLICK HERE

Are bathrooms open in your store? - NO

  • We are following public health advice and they are not open at this time.

Are changerooms open in your stores? - YES

  • Changerooms are open with limitations:
    • 1 room occupied at a time
    • 5 item limit
    • Mask / Face covering required
    • Extra sanitization and quarantine protocols in place

Are you offering bike Fitting Services at this time? - YES

  • Our fit studios are now open with the following measures in place:
    • Westboro - Retul fits only
    • Stittsville - Standard fits only
    • All customers coming in for a bicycle fit must wear a mask or face covering. Please come prepared.
    • Our fitters are taking extra measures to ensure distancing were possible and wearing masks and gloves.
    • Our fit studios are smaller spaces and can only accommodate 2 people at a time. Provisions can be made for parents or guardians coming with children. These will be made on a case by case basis.
    • Fits will be limited to 2 per day to allow for extra time to sanitize in between fits.
    • Click here to book and appointment

FAQ's About Bike Pre-Orders

Do I have to put down a deposit? - YES.

  • We require a 25% refundable deposit to finalize the order.
  • This can be done over the phone.

How will I know when my bike arrives?

  • We will contact you as soon as it arrives and is ready to be picked up.

What if I change my mind before the bike arrives?

  • No problem - your deposit is 100% refundable.
  • However, please be advised that this means you are losing your spot in line.
  • If you decide that you want a different model, we will have to start the process from the beginning.

How long do I have to wait for a pre-order bike?

  • Most of the pre-orders we are taking now are for delivery in late spring to fall 2022. 

You said the bike is available in the fall of 2022. I'll just come back later to order it.

  • Bikes are selling quickly! And will continue to do so all through 2022.
  • You run the risk of looking at even later estimated delivery date if you wait.
  • We strongly suggest that you order your 2022 bike before July of 2021 if you want delivery before July 2022.

Is the bike guaranteed to come in when you said it would at the current price? - NO.

  • These are estimated delivery dates provided by our suppliers.
  • When suppliers experience further delays with manufacturing or shipping then delivery dates will change.
  • Prices are also subject to change depending on supply.

The bike shortage will be over soon, right? – Unfortunately, no.

  • This will continue to be a challenge into 2023.
  • If you want a bike this year you will have to order it now.
  • If you wait to order a bike for 2022 you run the risk of not getting a bike until 2023 or 2024

Since I can't see or test-ride my pre-order bike, what happens if I don't like it? - NO PROBLEM

  • We know it is tough to be sure you are getting the right bike without seeing or trying it first.
  • Our 30 day right bike guarantee ensures you won't get stuck with a bike that doesn't work for you.

I want to come in and speak to someone about bikes. What is the best time to come in?

  • Wednesday and Thursday are typically our quietest days.
  • Tuesday afternoons and Friday afternoons are busier.
  • Tuesday morning, Friday afternoon, Saturday and Sunday are our busiest periods.
  • In our busiest periods it can be difficult to have a longer conversation with you about your needs.
  • It is best to be prepared with as much information as possible about what you are looking for, this will help speed up the process since time is of the essence to get a pre-order summitted.
  • Our store hours are:
    • Tuesday – Wednesday: 10:00 am – 6:00pm
    • Thursday – Friday: 10:00am – 7:00pm
    • Saturday: 10:00am – 6:00pm
    • Sunday: 10:00 am - 5:00pm
    • Monday: CLOSED

I've heard about potential bike pricing increased. How much are we talking about?

  • On average we anticipate price increases in the range of 5% - 10% for 2021.

What if I ordered the wrong size? Can I exchange for the correct size? - NO

  • We cannot guarantee the availability of a replacement size. We will try our best to find a solution and if we are unable to, your deposit is 100% refundable.

I ordered a 2022 model. Why am I getting the 2023 version instead?

  • As delivery dates get pushed farther out, we anticipate some 2022 model's may get updated to 2023 models.

Your website does not have many bikes on it. Is that all I can choose from? - NO