Frequently Asked Questions
Here are some FAQ's that will hopefully help you get back on your bike a bit quicker.
Special Orders and Stock
What is a special order and how long does it take?
We have marked a number of products on our website as 'Special Order'. These are products that we don't currently have in stock but are confident that we can get within the time frame indicated on the special order button. If you order one of these products and we are unable to get it, we will reach out to you immediately. If you are looking for When does my order ship and how long should it take to arrive?
We do our best to fulfill orders within 1-2 business days of them being placed. Shipping times will vary depending on the destination, the size of the products, and the method of shipping selected. For more details contact Rider Support
The item I ordered is in stock - can I come and get it immediately?
We’re currently fulfilling orders on a first in-first out basis and do not have ability to expedite orders or sell items at the door. Our fulfillment team works hard to fulfill in stock orders within 24-48 hours of placement.
Does the purchase of a new bike include a bike fit?
No, we do not include bike fits with the purchase of new bikes.
What shipping companies do you currently use? Are they experiencing delays? Is expedited shipping available?
We use Canada Post and Canpar. Both companies have been experiencing delays, please refer to the tracking information in your order confirmation. Expedited shipping is available.
How much do you charge for shipping?
What is the return policy?
If I order something, what is the return policy and how do I facilitate the return?
Returns can be brought to our Vancouver location for immediate processing. If you are shipping your return, please start the process by using our return portal and we will follow up with the necessary next steps. For any questions about returns, please contact Rider Support on our chat or by e-mail at firstname.lastname@example.org.
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.
I'd like to get my bike serviced, how do I book it in?
Can I come to the shop to try things on?
No, we are not open for in-store shopping at the moment.
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.