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FREQUENTLY ASKED QUESTIONS

FAQ’s – April 2023

What are your store hours?

  • 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
  • Online: Our online store is open for sales of all products.

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

  • Typically. 1 to 3 days for in-stock items 
  • 5 - 7 days or more for special order items
  • Bike orders, 2 - 5 days. It may take a little longer since we will need to confirm some details with your before we get your new bike inspected and setup.

What is your curbside/instore pickup 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 you can pickup your order in 2 ways:
    • 1 - Upon arrival call our Curbside Pickup line and we can bring it out to you
      • 203 Richmond Rd (Westboro)
        • 613–878-1178
      • 5607 Hazeldean Rd (Stittsville)
        • 613-878-1183
    • 2 - Come into the store and head over to our web order desk.
  • Please be ready to provide your order number and phone number for verification purposes.
  • For bike purchases - please be ready to provide your order confirmation email, photo ID, and credit card used for the order for verification purposes.

I ordered a bike on your website. What happens next?

  • Once we receive your order, you will receive a confirmation call/email from our store to ensure we have the right bike for you and ask if any accessories purchased along with the bike are to be installed.
  • One we get confirmation your bike will go to our Tech Shop (Service Center) for it's Pre-Delivery Inspection and Installation (PDI).
  • You will receive an 'order ready for pickup' email as soon as your bike inspection is complete.
    • Approximately 2-5 days.

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: If 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
    • 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?

  • Visit our online bike buyers guide (click here)
  • You can come visit us instore or you can buy online for instore pickup.
    • For online bike purchases - you will receive a confirmation call/email from our stores to ensure we have the right bike for you, before it goes to our Service Center for it's Pre-Delivery Inspection (PDI)

What happens 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

What Bike Fitting Services do you offer?

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.
  • 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