Shipping & Return Policies Canada

Online Product Availability 

Our online inventory is linked to and partially controlled by our suppliers, providing a dynamic feed of inventory available in-store and to order. Below are product status labels we use on our online store: 

• In Stock: This item is available in-store at Northstar Bicycle Co.

• Out of Stock: This item is not in stock at Northstar Bicycle Co and is unavailable to special order from our suppliers.

• Pre-order: This item is currently out of stock at Northstar Bicycle Co but is on order from a supplier. It can be purchased ahead of its arrival.

• Call for Availability: This item is not in stock at Northstar Bicycle Co, but one of our suppliers may have availability. Please contact us at 778-520-2480 to confirm.

• Special Order Item(s): This item is not in stock at Northstar Bicycle Co but can be ordered from one of our suppliers. Special Order items are defined as products we do not typically carry in-store. These items are considered final sale and are not eligible for returns.  Standard shipping times from suppliers to our location range from 7-14 days unless the item is back-ordered. We will notify you of any delays with your order.

  
  

Our online inventory is refreshed daily to reflect our in-store and supplier stock usually around 12am MST. Sales that occur during the day that affect our inventory will not be reflected on the website until the evening refresh period. There may be situations where an item appears in stock on the website which has been sold before this refresh period. In the case where an order has been made for an item that shows as in-stock that was sold before the website is refreshed, we will order the item from our supplier as soon as the order is processed.

Back Orders

We are not able to control the inventory of our suppliers, which may affect your purchase. In the case of inventory shortages from our suppliers, we are not responsible for sudden changes in the ETA of products that will affect your purchase. This can include items that were shown as in stock from our supplier that were ordered and go out of stock at the time of processing. This can also include items that were shown as in stock from our supplier that were ordered and become backordered for any reason. Note that when this occurs, our suppliers do not notify us of these changes. Due to our high volume of layaways and online orders, we cannot guarantee that we will contact you should these types of changes occur to your purchase. If you have any questions about the status of your purchase, please contact the store.

Shipping Options

Shipping options are available for nearly all items on our website. Orders with in-store availability typically ship within one business day of being placed. Orders with Special Order availability will be subject to additional processing time. If you need an item urgently, please call the store before placing your order online to get the most accurate shipping ETA. Online orders ship from our store Tuesday through Friday and are not processed or shipped on weekends or statutory holidays. Shipments may occur in batches if products are oversized, have liquids present, or require separate shipping. In the case of multiple shipments, customers will be notified of the amount of packages to expect, along with tracking information for each package. All of our shipments are currently shipped with Fedex.

Due to our dealer agreements, some bikes may not be eligible for shipping. Orders will not ship until all products can be packaged. This means that items on special order as part of a multi-product order will delay shipment until all special orders arrive

Shipping Fees

Please note that some items may be subject to additional shipping and handling charges because of size or weight.

Online Returns

If there’s a problem with a product that you purchased from us, please send it back to us. Contact us before sending your return. You will require an return authorization email that will need to be printed and included in the box with your return. We will refund the original purchase amount within 30 days of pickup or shipment date. Items must be in new condition, undamaged, without altering and in it's original packaging. We will accept any of our products for a refund or exchange within 30 days of the purchase date, with the exception of special order, non-regular stock items. **It is highly recommended you do not use Canada Post for returning your product. Canada Post shipments may experience delays**

Return shipping costs on items that are not damaged or incorrect are to be paid by the customer. Please do not apply shipping labels directly to the products packaging or your return may not be accepted. A restocking fees may be applied on any order at our discretion if the conditions in the above policy are not met. Restocking fees may be applied to an in-store credit, gift card or deducted from the funds returned to your original payment method.  

You may also ship an item back to us if it is defective or not to your satisfaction. Ship returns with a tracking number (we do not accept CODs). We will refund shipping costs on damaged or incorrect merchandise. Merchandise returned that appears used will be subject to a restocking fee. 

Labor fees, such as custom wheel builds or other services, are non-refundable.

All clear-out and sale items are final sale and are not eligible to return.

• Time: You have 30 days from pickup or shipment to request a refund.
• Method of Refund: Refund will be applied to the original form of payment.
• Product Condition: Product must be new or like new condition in order to return.  With original packaging intact.
• Refund Contact Info: Contact us in-store, over the phone or by email for a refund.  You can find store hours, address, email and phone number on our store details page.
• Charges: Customer is responsible for any shipping costs related to the return.
• Bicycles: Please contact us before returning a bicycle.

Shipping Restrictions

Shipping restrictions may apply to certain products and destinations. These restrictions include regional distribution agreements, hazardous or over-sized products, and complexity in exporting some items.

In-Store Pickup

In-store pickup is free for all items, including bikes and oversized products. Most in-stock orders will be ready for pickup within one business day. Please keep in mind that some items may require additional processing time to transfer from off-site locations. Other items may require additional processing time for assembly. We will call or email you once your order is ready for pickup. Your order will not be ready for pickup until you receive an email from us.

If you need an item right away, please call us to confirm that the product is available before heading over to our store. Unless special arrangements are made in advance, orders need to be picked up within 30 days

Information Security

We protect the security of your information during transmission by using Secure Sockets Layer (SSL) software, which encrypts all of the information you provide to us and prevents outside parties from being able to "see" your transaction information. When your account information is displayed on your screen, we only display the last five digits of your credit card numbers. You also have the choice of whether or not to save credit card information with us in your Online Account.

We sometimes use other companies (third-party service providers) to perform functions on our behalf. Examples include fulfilling orders and delivering packages. They need access to some personal information in order to perform their duties but may not use this information for other purposes.

In-Store Returns

If there’s a problem with a product that you purchased from us, please send it back to us. We will refund the original purchase amount within 30 days of pickup. Items must be in new condition, undamaged, without altering and in it's original packaging.

A restocking fees may be applied on any order at our discretion if the conditions in the above policy are not met. Restocking fees may be applied to an in-store credit, gift card or deducted from the funds returned to your original payment method.  

Merchandise returned that appears used will be subject to a restocking fee. 

Labor fees, such as custom wheel builds or other services, are non-refundable.

All clear-out and sale items are final sale and are not eligible to return.

• Time: You have 30 days from purchase to request a refund.
• Method of Refund: Refund will be applied to the original form of payment.
• Product Condition: Product must be new or like new condition in order to return.  With original packaging intact.
• Refund Contact Info: Contact us in-store, over the phone or by email for a refund.  You can find store hours, address, email and phone number on our store details page.
• Charges: Customer is responsible for any shipping costs related to the return.
• Bicycles: Please contact us before returning a bicycle.

Warranty

Every vendor has a different warranty policy but we are here to help! 

Please contact us before sending back your item for warranty to get an RA from us. We do this to ensure we track the warranty process closely. 

Labor fees, such as custom wheel builds or other services, are non-refundable for warranty items.

• Time: Every vendor is different. Contact us or find the information on the brands website.
• Method of Refund: In most cases, you get your choice between a refund or a new product.
• Product Eligibility: To start, all we need is the original sales receipt for your product. We may contact you for photos or additional information once the ball is rolling.
• Refund Contact Info: Contact us in-store, over the phone or by email for a refund.  You can find store hours, address, email and phone number on our store details page.
• Charges: Customer is responsible for any shipping costs related to the return. If the damage or issue is our bad, we will send you a return shipping label at our expense.

Shipping to USA/International

Unfortunately we are currently not offering shipping outside of Canada.

Information Security

We protect the security of your information during transmission by using Secure Sockets Layer (SSL) software, which encrypts all of the information you provide to us and prevents outside parties from being able to "see" your transaction information. When your account information is displayed on your screen, we only display the last five digits of your credit card numbers. You also have the choice of whether or not to save credit card information with us in your Online Account.

We sometimes use other companies (third-party service providers) to perform functions on our behalf. Examples include fulfilling orders and delivering packages. They need access to some personal information in order to perform their duties but may not use this information for other purposes.

Prices and Information

Our website is intended to help you. We make every effort to maintain current, accurate prices in our online catalog. And we strive for similar accuracy and timeliness with the other information we offer here. However, inventory or pricing errors may occur, and we reserve the right to decline or cancel any orders where mistakes or discrepancies in price or stock status exist regardless of the source of the error. We appreciate your understanding and apologize for any inconvenience such mistakes may create.

We reserve the right to limit quantities on certain items due to low stock levels.