Shopping Help

This page is to help assist you navigate your shopping options on our website.

From inventory status, choosing your shipping method,  order processing, and what to expect when you place an order with us!

Choose a topic:

Price Matching

In store pick-up

Shipping information

Returns

Order processing time

Order statuses

Price Matching

Find a better price somewhere else? We are happy to price match any Canadian retailer. View our policy below:

• Must be a Canadian retailer
• Must be in-stock at retailer
• Exact same item match (brand, model, item number, size, colour)

In Store Pick-up

In store pick-up is always a free options at The Bike Shop! All of the items in our online catalogue are available for free in store pick-up. 

Here are a couple of things to note:

• We will email you when your order is ready for pick-up
• Please allow for 24-72 hours for order processing
• Head to our sales counter or engage with any of our staff in helping you pick-up your order
• Bring the order confirmation, photo ID, and the credit card you made your purchase with. We require the photo Id and credit card to match the order details at the time of pick-up

Still have questions?

Learn More About In Store Pick-Up

Shipping Information

Shipping timelines

Standard ground shipping within Canada is free on orders over $74, excluding oversized and overweight items.

For orders with items that are in-stock at The Bike Shop

All orders being shipped take one to two business days to process in addition to the delivery times shown below:

For orders with items that need to be ordered from distributors

For orders with items that are not in-stock at The Bike Shop but are available to order in from distributors, delivery timelines will vary by distributer. Drop shipping is available for orders over $200. All items in your order must come from the same warehouse in order to qualify. 

Certain products or orders are too large, fragile, and/or heavy to be shipped by our standard methods. Please email weborders@thebikeshop.com, or call us (403) 264-0802 and we'll let you know if your order requires extra freight. 

Shipping information correctness

Shipping to USA

Still have questions?

View Shipping Policies

Returns

We offer free returns on apparel & orders over $150, excluding oversized and overweight items.

Concerned about sizing? Apparel including clothing, helmets, and shoes come shipped with a free return label.

Returns policy

100% satisfaction guaranteed. We stand behind everything that we sell. If for any reason you are not satisfied with your purchase, simply return the item within 30 days and we'll exchange it or refund your purchase. 

• Items must be returned within 30 days from the time of delivery
• Items must be in its original packaging
• Items must be in new condition, undamaged, without altering 
• Items must be packaged appropriately for shipment in a manor representative of how it was originally delivered to you

Return label

Orders over $150 and apparel including clothing, shoes, and helmets come to you with a free return label. You have 30 days from the day you receive your item to use the return label. 

Customers who ship items after 30 days using the provided return label will be charged and responsible for the shipping and handling fees on the return. 

Orders under $150 that do not qualify for free returns will be charged $10 for a return label at your request. 

How to return item/s

1. Submit a request: submit request here
2. Receive RA
3. Pack up items
4. Receive your refund or replacement

Learn More About Returns

Order Processing

Orders take 24-48 hours to process on top of shipping times. Once your order is placed, you will receive an email from us. The email you receive depends on if you chose in store pick-up, delivery, whether the item is in stock or needs to be ordered from our suppliers. Here is what to expect:

Order acknowledgement Email

The order acknowledgement email will provide an order summary of the items on your order, order total, billing and shipping details.

Shipment notification

If you chose to have your order shipped to you, once your order is picked, processed, and packed, we will send you a shipment notification with estimated delivery times and tracking information.

Pick-up notification

If you chose to pick-up your order in store, you will receive an email letting your know your order is ready for pick-up. The email will contain the location you chose to pick-up at and guidelines and policies for pick-up. Please bring in your order confirmation email (printed or digital), photo ID, and credit card used to make your purchase at the time of pick-up.

Order Statuses

If you want to check on your order status with The Bike Shop, here are the stages your order goes through and what is happening behind the scenes.

New

Your order has been placed but has not been processed in our system. This typically takes 15 minutes after your order is placed.

Being processed

Your order has moved to our processing system, it is now in the queue to be processed by our eCommerce staff.

Being transferred

Your order has been created in our system and is currently in the process of being transferred from one of our three retail locations to our eCommerce warehouse in order to prepare your shipment.

To be picked

Your order is processed and ready for the fulfillment team to pick your order. Your shipment information will be created during this stage and automatically sent to you from our system at 8pm.

Ready for shipping

Your order has been picked and is ready to be packed for shipping. 

Completed

Your order has been packed and is ready to ship, you will receive the tracking information at 8pm.

On hold - waiting for customer

If we run into an issue with your order, we will reach out immediately via email or phone. If we are unable to get in touch with you, we will update the status of your order to "On Hold - Waiting for Customer" and will leave notes in the comments sections of your order with basic information.

BC PST refunds

PST refunds for BC residents are done at the time of order processing. Click here for more information on British Columbia PST exemptions

Gift card refunds

Gift card refunds are done at the time of order processing. The standard timeline for a refund to appear on your account is 2-10 business days. If your refund does not appear by the 10th business day, please reach out to weborders@thebikeshop.com