ORDERING FAQs
Ordering an item available on Backorder?
A 'Backordered' product means that we are currently out of stock in our shop however it will be available soon and we anticipate a restock asap. We often offer products to place on back order months prior to the start of the season for those who would like to reserve stock for first deliveries. Most Fat Bike specific products, and new release products like studded tires, new bike models and winter riding gear are seasonal and only become available from our suppliers in late fall (October-November). This is the norm.
If you proceed with ordering a backordered item, this ensures that you are in the queue to receive the item as soon as it becomes available and avoids the risk to you that it might sell out again quickly at that time. You can think of it as being a Pre-Order. Should we receive any updates from our supplier that would change the timeline or availability, you will be the first to know.
If you’re not keen on waiting, we are happy to recommend a comparable item as a substitute. We can help you to select an alternative item that meets your needs faster.
Please be aware that if you have ordered an item(s) on Backorder and we are not able to acquire the item(s) from our suppliers within 60 days of the order, we may proceed to cancel your order and issue you a refund to the same credit card you used to issue payment. We will contact you with an explanation for cancelling the order.
How do I order a bike?
You can order from our in-stock builds, pre-order a complete bike build through our online catalogue or you can go through our Custom Program and get a bike built just the way you want. Our pre-order completes will often deliver sooner (roughly a 1 week turn around) but if you are planning a new bike purchase our custom program is second to none but can take a little longer depending on your preferences.
What options do I have?
In order to keep things simple for our online completes the options for each build are limited to what is offered on the item catalogue. Through our Custom Program you can choose you’re Frame, Drivetrain kit, Cockpit Kit, Wheelset, Tires and additional color and item options.
SHIPPING RATES
We ship on Mondays, Wednesdays and Fridays. If we receive your order by noon on these days we can often get your order out same day or it will go out the next shipping day with the method you have selected. We will always try to ship orders out as quickly as possible.
Domestic orders are shipped Canada Post, Loomis or Purolator depending on the item and your selected service and when your order ships you will receive tracking details via email address provided. If you require an alternate shipping option or for Remote Area orders please contact us prior to placing your order and we will provide a shipping quote.
We use Canada Post, Purolator or UPS as our primary Express shipping services. Regular item rates are based on the dollar value of the order with Free Freight being offered for orders including $250 or more Regular Priced Items.
Please note that for Wheels and Frames, freight is free with purchase of $2000 or more. Free freight is not offered for Complete Bike purchases or to locations that have a Remote Destination surcharge fee.
*Processing Orders takes time and supplies as well as us often subsidizing the high cost freight in Canada so orders under $50 are charged a $5 service charge.
Shipping Rates
Note: Rates below are approximate and are adjusted based on overall weight, size and or destination at Checkout. Some locations can incur remote destination charges. You will be contacted via email to choose to accept these additional costs. Delivery in Central Canada is 1 to 3 Days, Coastal Canada is 3 to 6 days.
| Regular Items | Central | Coastal |
|---|---|---|
| $0.00 - $50 | $16 | $20 |
| $50.01 - $149.00 | $18 | $25 |
| $149.01 - $249.00 | $20 | $28 |
| $250.00 or More | Free Freight | Free Freight |
| Wheels + Frames | Central | Coastal |
|---|---|---|
| $450 - $749 | $45 | $55 |
| $750 - $1249 | $35 | $45 |
| $1250 - $1999 | $25 | $35 |
| $2000 or More | Free Freight | Free Freight |
| Bikes | Central | Coastal |
|---|---|---|
| $1000 - $1999 | $125 | $250 |
| $2000 or More | $100 | $175 |
