Frequently Asked Questions
Shopping at Cyclesmith and COVID-19
Are you open?
YES, for order pickup, service pickup and drop-off, and in-store shopping with limited customer numbers - Tuesday through Friday 10 am - 6 pm, and Saturday 9 am - 5 pm.
Is there a lineup procedure?
YES. We have a greeter at the front door that is facilitating small purchases, online order pickups, repair bike pickups, etc. If you've paid in advance, your wait should be very short. In-store shopping is only by appointment.
Are you doing test rides?
YES. We can facilitate test-rides with photo ID and credit card. You must bring your own helmet. We would ask that test rides be kept brief.
Are you taking cash payments?
YES, including credit and debit. E-commerce options are available.
Are you taking in repairs?
YES! Our technicians are working hard to get your bikes back to you and keep you out riding.
I just need a small repair. Can you do it while I wait?
Unfortunately no. All repairs must be booked in. Our service writers will do their best to prioritize small repairs and get them back to you quickly, but we can offer no guarantees on a time-frame, unfortunately.
Do you have ______ in stock?
Please consult our website where you can filter for "in-stock" products on the left hand side, and each product page shows availability as "In Stock" or "Ordered from supplier (expect shipping delays)".
Is my order or repair ready for pickup?
You will receive an email, text, or call from one of our team members when everything is ready for pickup. Our door greeter can retrieve the order and bring it to you to keep your visit short.
What measures have you taken to make your store safe during COVID-19?
Proper cleaning protocols in our facility in accordance with Provincial and Federal guidelines.
We have implemented a no-handshake policy
Hand sanitizer stations have been installed for our staff. We are all washing hands hourly for at least 20 seconds
Hand sanitizer is available for both staff and customers
When customers drop off a bike or ride a new bike, we are cleaning all touch-points (grips, saddle, handlebar controls) with isopropyl alcohol
Our bike fitting services have been suspended until further notice
All high-touch areas (counters, tabletops, doorknobs, bathroom fixtures, toilets, phones, keyboards, etc.) are being wiped multiple extra times per day
My question isn't answered here - help!
You can still email us - we will get back to you as quickly as we can, though response times will be slower after hours and on Sundays.
- If you need advice on choosing a bike, email Andrew or Jamie.
- If you have a service question, email Stephane (responses may be slow).
- If you have a question about an online order, email George.
- If you cannot find a product you'd like to buy on our website, email Andrew or Jamie.
Once again, thank you for your continued support,
Andrew Feenstra and the entire Cyclesmith team