Help zone

Internet Web Site – We are open 24 hours a day for you. Follow the easy check out procedures and get your order in now. You will receive an email confirmation shortly after placing your order. Please review it and verify that your order is correct. If any changes are required, please contact us at info@calgarycycleonline.com. Orders do process quickly and at times it may be too late to make any changes.

Calgary Cycle Store – Come on in and make your purchase in person. Please be aware that certain items are only available through CalgaryCycleOnline and are NOT available in store. We are stocked with most of the items that are carried on our web. In fact we have additional lines that are exclusive to our In-Store Sales.

We accept credit card payment from VISA and MasterCard.

Your credit card is charged immediately upon submission of your order. Orders do process quickly and we will do everything possible to accommodate any changes or cancellations you may have. It is imperative that you contact us at info@calgarycycleonline.com as soon as possible after placement of your order.

No problem! Just email us at info@calgarycycleonline.com or call us at 403-769-1969 with the question and we will answer your question to the best of our knowledge. We only hire cycling enthusiasts such as you. Be sure to tell us what specific product your question is about in your email.

Due to distribution agreements, Calgary Cycle Online is only able to ship within Canada with the exception of Knolly frames which are available globally.

Many of the items listed on our site are available only on CalgaryCycleOnline. We also strongly recommend that you come visit the store and see what other additional deals can be found in-store. However, if you live in Calgary and wish to pick up your order instead of having it shipped to your address of choice, this option can be selected during the checkout process. You will be emailed when your order is ready for pickup at Calgary Cycle (1414 Centre Street North). A copy of your invoice will be necessary for identity verification at time of pickup. Please allow up to 48 hours for orders to be completed and notification to be sent. A $2.99 handling fee is applicable to all pick up orders.

All products are subject to availability and prior sale. When Calgary Cycle Online offers special pricing on “closeout” or “Big Bad Deals” items, please note that quantities on such items are very limited and often not replaceable. Place your order early so you’re not disappointed.

Calgary Cycle Online reserves the right to limit quantities purchase so that as many customers as possible can enjoy our prices.

All prices are listed in Canadian dollars. Currency fluctuations, manufacturer/distributor price increases, model year changes, and other factors may cause our costs to change. Calgary Cycle Online reserves the right to change prices at any time without notice. Prices listed do not include shipping or taxes (GST/HST). Errors in product descriptions, weights, prices, or photography are unintentional and subject to correction.

Typos and pricing errors in our web site are inevitable. We make every attempt to keep all images on the web site current and correct. We apologize to the customer for any inconvenience this may cause. Please let us know if you find an error.

Please note than an order acknowledgement received via email is not an acceptance and does not create a contract; we reserve the right to inspect all orders for accuracy prior to fulfillment. Calgary Cycle Online reserves to the right to cancel your order if a pricing error has been made.

Calgary Cycle Online updates inventory availability on a regular basis. Items that are “out-of-stock” are displayed as such. In the rare event of a problem with availability of a product marked “in-stock,” we will contact you At times demand for a product will exceed our inventory level. This scenario will create a backorder for the product.

Calgary Cycle Online’s policy is to HOLD the order and suggest a possible substitution for the affected item(s). If a suitable substitution cannot be found or does not exist, Calgary Cycle Online will cancel the backorder and ship the remaining item(s) immediately. A refund for the cancelled item will be made to the credit card used for the initial transaction.

In the event that you wish to wait for the backordered item, we will hold the order until the backordered item returns to stock and then ship the entire order complete. This backorder policy saves on shipping charges and helps keep the prices low. In the event that you wish to have available items ship now and the backorder ship when it returns to stock, a split order handling charge of $5.00 will be applied. The balance of your order will ship out via Purolator Ground delivery when all the items are in stock.

Calgary Cycle Online uses Purolator for all Canadian deliveries. Purolator does not ship to PO Boxes.

Purolator Ground - 2 to 7 business days for delivery.
Deliveries are made Monday through Friday to both business and residential addresses.

Purolator Express - Next Day (by 3:00PM).
Next day service is not available to all service areas..

Please make a note: All Purolator shipments require a signature. We ship using this method to insure that your order is delivered securely. If you want your order delivered without a signature, please contact Purolator (1-888-SHIP-123) prior to shipment. They will let you know of the process to set that up.

At the time of your order shipment, you will receive an email notification from Purolator with a tracking or PIN number. This email will confirm that the order is in transit and give an estimated delivery date. You can track your order at www.purolator.com with your PIN number to see exactly when to expect your package.

You can also contact us at info@calgarycycleonline.com to get your tracking numbers. Please be sure to have your order number handy to expedite your request.

Calgary Cycle Online only ships within Canada . Calgary Cycle Online respects all territorial distribution agreements and is not able to ship to the United States nor Internationally.

All orders will be shipped from our facility using Purolator courier. Please note that Purolator does not ship to PO Box numbers. Canadian orders over $150 (before tax) will be shipped FREE via Purolator Ground service. If Purolator Express service is still desired, regularexpedited freight rates will apply. Please note that oversized and/or larger items may be subject to additional shipping charges which are over and above any prepaid freight conditions. Orders can be tracked easily at www.purolator.com.

Local customers who wish to pickup their orders can refer to the section above regarding Local Ordering (a $2.99 handling will be applied on all pick up orders).

Most orders placed before 12:00pm MST will be shipped within three working days. The time it takes to process and ship your order is not guaranteed. Calgary Cycle Online does not process orders on the weekend or on holidays.

Please note that delivery time varies according to destination. Deliveries in Canada take three to five working days after shipping. “Working days” are defined as Monday to Friday, except for Canadian legal holidays. Weekend delivery is not available.

Shipping and delivery fees are non-refundable except in the case where an error was made by shipping an incorrect item.

Breakage and/or non-delivery of your order will be limited by the liability provided by the common carrier's terms and conditions of carriage. All items that are shipped out from Calgary Cycle Online are in new and unused condition. If a package is delivered to you in damaged condition, you have the option of refusing delivery of a package with obvious damage. If you do receive a damaged package, you will need to file a claim directly with Purolator. All shipments are automatically insured up to a value of $100 CAD. Supplemental shipping insurance for coverage over $100 CAD can be requested by placing the request in the comments section of the order. Costs are $5 for coverage up to $200, $15 for coverage up to $500 and $35 for coverage up to $1000; a separate transaction to you credit card for this amount will appear on your statement. Claims against the carrier are the responsibility of the receiver. Please refer to www.purolator.com with instructions on how to make a claim for damaged or lost shipments.

We have a 30-day return policy on all our products. A 25% restocking fee will be applied unless the part is deemed defective or a Calgary Cycle Online shipping error. When you return a product, you will receive a refund within 7 business days of us receiving and verifying the item. When you return a product that you have purchased using a credit card, the same card you used will be credited with the refund. Any clearance or discontinued items (i.e. items with a discount off suggested retail) are FINAL SALE and cannot be returned for refund.

1) Check Your Return

The product must be returned complete with all original items, manuals, packing materials, and cartons, and in its original new condition.

2) Email for Return Authorization (RA) Number

Returns will not be accepted at our warehouse without a valid Return Authorization (RA) number. RA numbers will expire after 14 days. Any return we receive without an RA number will be documented and returned to you. Your original invoice must accompany your return package in order for Calgary Cycle Online to process your refund. Your RA number request can be made by emailing us at info@calgarycycleonline.com.

3) Ship and Insure Your Return

We strongly recommend that you fully insure the package you are returning. This recommendation is for YOUR PROTECTION in the event the package is lost or damaged in transit. We suggest that you use a “traceable carrier” that can provide you with “proof of delivery.” Calgary Cycle Online shall not be responsible for items returned that are lost or damaged in transit. Postage and handling charges, both to and from our warehouse will be paid by you, the customer, and is non-refundable. All return shipping charges must be prepaid; Calgary Cycle Online cannot accept C.O.D. deliveries. At our discretion Calgary Cycle Online may reimburse shipping charges related to the exchange of defective products or Calgary Cycle Online shipping errors. If you have any questions about shipping reimbursement for defective exchanges, please ask the service representative issuing your return authorization for clarification.

Please email us at info@calgarycycleonline.com for a RMA (Return Merchandise Authorization). Let us know the Calgary Cycle Online Order Number and reason for return. You will find your order number on your invoice copy.

• You are responsible for return shipping charges. Calgary Cycle Online also cannot be held responsible for any items lost or damaged in shipping.
• Please allow the usual banking time for refunds to appear on your credit card statement. Often this will be one month. Calgary Cycle Online does not accept COD’s on returns.
• If you paid by Credit Card, credit will be applied to the card used to place the original order. Please check the date on the credit card originally used. If the card is expired, the credit will not process.
• If you are sizing shoes or clothing, please don’t wear on a ride. Try them on in the comfort of your home. Please don’t bolt cleats on the shoes if you are thinking of returning. Shoes or Clothing that have been worn, used or has tags removed cannot be returned to Calgary Cycle Online.

Please email (info@calgarycycleonline.com) or call us (403-769-1969) immediately regarding any mistakes on your order. We need to hear about problems within seven days of order receipt. It also helps us to maintain accurate inventory for all our customers.

Our Mistake

You gave us a correct part number and we made a mistake:

• If an item is missing, make sure and finish checking your order before calling. Inspect packing materials carefully for smaller items. It is easy for small items to get wrapped up in the packing material.
• Let us know which item(s) you received incorrectly or were missing. We will go over the situation with you.
• We will find the simplest, fastest way to resolve our mistake. We want this to be corrected as simply as possible.

Your Mistake

You placed your order, or gave us on the phone, an incorrect part number(s), or perhaps you just decided it wasn’t what you wanted:

• Call us up. Let us know the Order number part number(s) in question.
• Calgary Cycle Online will issue an RMA (Return Merchandise Authorization) number. Return the product using your choice of carrier; we recommend a carrier that offers tracking and insurance.
• Please be aware that we cannot be responsible for returned parts until there is a Calgary Cycle Online confirmation signature with the carrier.
• Parts must be in original packaging. No returns on parts that have been installed. Please do not use display boxes as shipping cartons.
• We will issue credit for the item(s) being returned. We do not refund the original shipping charges.
• You are responsible for paying return freight on returns that are not the fault of Calgary Cycle Online.

Many items on Calgary Cycle Online carry a manufacturers warranty, and it is at the manufacturer’s discretion to repair or replace the item within their prescribed warranty period. Calgary Cycle Online is not a warranty service/return center, however we can assist you in reaching the manufacturer by contacting Customer Service at info@calgarycycleonline.com.