Frequently Asked Questions

Orders and Stock

The item I ordered is in stock. can I come and get it immediately?

No, all of our inventory is currently kept at an offsite warehouse and needs to be fulfilled and then transferred to our Broadway store for pickup. We’re currently fulfilling orders on a first in-first out basis and do not have the ability to expedite orders or sell items at the door. Our fulfillment team works hard to fulfill in stock orders within 1 business day of placement.

What is the difference between a Pending/Preauthorized Transaction and a Posted Transaction?

A pending transaction is one that you have made with your credit card which has not yet posted to your account. When you make a pending transaction, the available credit on your account is automatically reduced by the amount of that transaction. It usually takes 3 to 5 business days for the pending transaction to post to your account. A posted transaction is one that you have made with your credit card and that posted your account.

Do you offer financing?

Yes, we do! Our financing is through PayBright. Please refer to their website for questions about qualifying for financing and the interest rates.

How do store pick-up orders work?

The turnaround time for store pick-up orders is 1-3 business days. All orders are fulfilled with stock from our warehouse, so we do not keep any inventory in store.

What are your business days?

Our business days for order fulfillment are Monday through Friday.

How will I know when my order is ready?

When your order is ready for pick up or shipping we will contact you via email. This email will provide all the necessary information for curbside pick up or with tracking information.

Bike Orders

Can I come pick up my bike before the build is completed?

No, new bikes cannot be picked up until they have been built up at our shop due to the dealer agreements we have in place. We promise we are doing our very best to have your bike to you as quickly as possible.

Can I test ride a bike?

Bikes determined at our discretion to be clean and in the original condition will be eligible for a full refund. Bikes must be returned in the original box and/or packaging and in original condition. Bikes with any damage beyond normal wear and tear (such as minor nicks, scratches, dirt on the tires, etc.) are not eligible for return.

So, before you decide to go for a serious rip, please make sure this is the bike for you. If you aren't sure, you can always reach out to our Rider Support Team via our online chat function.

If I buy a bike without test riding it and I don't like how it feels or the fit, can I return it?

Connect with one of our Rider Support Team via our online chat function or select Personal Bike Shopping Appointment from our catalogue. When you use our PBS to purchase a new bike, we’ll guarantee total size satisfaction. If your bike isn't right for you, you can return it, at no cost, within 30 days of delivery for an exchange, full refund, or Bicicletta store credit. If you don’t use our PBS program, don't worry, you can still return your bike in 15 days for an exchange or refund.

Does the purchase of a new bike include a bike fit.

No, we do not include bike fits with the purchase of new bikes.

Can you swap any parts on my new bike?

Due to limited mechanical and inventory availability, we are not able to do any part swaps on new bikes at the moment. Please confirm with our online chat if you have any questions about this policy.


How much do you charge for shipping?

For more information see our shipping policy.

Can you expedite my order?

Yes, you can choose the expedited shipping option at checkout for select items.

Is return shipping covered?

No, return shipping is not covered.

What shipping companies do you currently use? Are they experiencing delays? Is expedited shipping available?

We use Canada Post, FedEx and Canpar. All companies have been experiencing delays, please refer to the tracking information in your order confirmation. Expedited shipping is available.

Order Edits and Returns

I'd like to cancel/edit my order - how can I do so?

The fastest way to cancel/edit your order is contacting us via online chat. If this is outside of our regular business hours, please contact We will do our very best to facilitate your requested changes.

If I order something, what is the return policy and how do I facilitate the return?

Please refer to our return form, linked here. We accept returns of unused and undamaged items according to our returns policy.

I am not sure about my size - can I order duplicates and return the one that doesn't fit?

You are welcome to do so! If you do have fit and sizing questions, please check in with our Rider Support team for assistance with this.

What is the return policy?

Please refer to our returns page, linked here.

Can I put a deposit down so you can hold a product for me?

We do not hold products with partial deposits. You can pay for a product in full and we will hold it for you. If you decide you do not need or want the product we will fully refund you.

Service and In Store

I'd like to get my bike serviced, how do I book it in?

We are currently not taking any service appointments. This section will be updated when we are able to facilitate bike services.

Does the purchase of a new bike include a bike fit?

No, we do not include bike fits with the purchase of new bikes.

Do you have in store shopping

No, we are only open for store pick-up and not in-store shopping. This page will be updated when this changes.