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Store Policies

COVID - 19

Due to current health concerns related to COVID-19, we are following closely the recommendations and guidelines from our Municipal, Provincial, and Federal governments and will continue to operate under those guidelines. As has been seen locally and abroad, COVID-19 outbreaks can occur quickly and suddenly. 

We reserve the right to make immediate adjustments to our store operations and services according to local COVID-19 conditions. This includes, but is not limited to, adjusting the amount of customers allowed in the store, changing health procedures upon entering and while in the store, and reducing or expanding store hours.

What we are doing for you

We have in-store policies to ensure the safety of our staff and our customers. The measures we have taken to make our store safe throughout the pandemic include:

  • 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.
  • All high-touch areas (counters, tabletops, doorknobs, bathroom fixtures, toilets, phones, keyboards, etc.) are being wiped multiple extra times per day.

If you have any questions about our policies related to COVID-19, you can email or call us at anytime and we would be happy to provide you with more information. Questions related to COVID-19 measures should be directed to ride@cyclesmith.ca or by phone at 902-425-1756.

Inventory Availability 

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. There are three product status labels that we use on our online store: 

  • In Stock - This item is available in-store. Choose Curbside Pickup and have our fulfillment team let you know when it’s ready for pickup or Standard Ground with FREE shipping across Canada on purchases over $39. 
  • Ordered from supplier (expect shipping delays) - Your item will arrive at our store 7-10 shipping days from the time of your order placement. Orders being fulfilled from multiple suppliers may add delivery time. You will be notified of any extended delays. Shipping times through Canada Post and courier services from Cyclesmith to customers are a separate delivery schedule.
    Out of Stock - The item is not available in-store or to order from our supplier(s). 

Our online inventory is refreshed daily to reflect our in-store and supplier stock between the hours of 11pm - 1am AST. 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 and contact you if the item is back-ordered. 

Back Orders

Inventory Availability During COVID-19 

Due to the effects of COVID-19 on the supply chain of cycling products, the availability of parts and bicycles are severely limited. In response, we will try to ensure you receive the products you are looking for, recognizing that in some situations we will not be able to do so. In the case that an item you are looking for is affected by significant backorder or is unavailable, we will endeavour to find a suitable replacement. If no replacement is available, we will then work with you to ensure an adequate resolution.

Understand that as Cyclesmith prepares for the cycling season with a shortage of stock, many items will be of interest to multiple customers. In the event that a product under shortage is of interest to multiple customers, we will reserve the product for the individual that is first able to purchase. In the case that multiple payments have been made on the same item, we will defer to the customer that has paid first and refund other customers. In this situation, we will work with the customer to find a suitable replacement or work to ensure an adequate resolution. We understand that in some scenarios, this will not always be feasible, but we ask for your patience and understanding until our store is able to run at full and complete capacity. 

Parts and Accessories 

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. 

Bicycles 

Bicycle inventory is currently limited due to the early season demand. We have a number of bicycles on backorder with a broad range of approximate delivery dates. To allocate a back-ordered bicycle to yourself we require a 100%, non-refundable deposit*. The allocation of bicycles is on a first-come, first-served basis. Contact us at ride@cyclesmith.ca
*deposits are available for an in-store exchange 

Special Orders 

In the event that we do not have the exact item you are looking for, a special order may be possible. Special Orders, with the exception of bicycles, must be paid in full at the time of purchase and are considered final sale. A special order is defined as anything we do not normally keep in our inventory. 

For Special Order bicycles, we require a 50% deposit at the time of order. If you do not ultimately purchase the bicycle, your deposit will be placed as in-store credit. 

Online Bike Orders

Bikes purchased online will be assembled by one of our trained technicians, who will build and inspect the bike. The bike will be fully assembled and ready for you to come in for a professional fitting. Any accessories, including pedals, fenders, lights, and other items can be installed for you at this time. 

Bikes purchased online and shipped to you will be assembled by our trained technicians before delivery. Set up is fairly simple; usually, it’s just a matter of fitting and adjusting the bars, attaching the front wheel, fitting the pedals, and fitting and adjusting the seat post. Instructions from the manufacturer will be included in the box. If your bike requires special assembly at the time of delivery, you will be notified by us with instructions. 

Quantity Limits 

Our in-store and online inventory are shared, and a balance is maintained to serve both online and local customers. We reserve the right to alter or cancel orders that significantly affect our inventory balance. We will contact you if your order extends beyond our set limits.

Due to the current inventory shortage arising from COVID-19, we will be unable to supply bike shops for the 2021 season. We reserve the right to cancel any orders that we have identified as for a bike shop. You will be notified of this cancellation and will have your order refunded.

Returns 

In-Store 

It’s our aim to provide a hassle free return service for you. If you’re not completely satisfied with an item, you may return it within 90 days from the date you pick up your order or the shipment date. We will accept any of our products, with the exception of special order items, for a refund or exchange within 90 days of the purchase date. Please retain your printed receipt for proof of purchase. We ask that all returned products have the original packaging, tagging intact, and that the product is in new condition. If we determine that the returned product does not meet these standards, a 10% restocking fee will be charged as part of the return and we reserve the right to refuse a refund if the item shows heavy use. 

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

Bicycle Returns 

Bikes & framesets can be returned within 30 days if in new and unused condition. Special ordered or reduced-price bikes are final sale. 

Once a bicycle has been ridden outside of our supervision (i.e.: anything beyond a test ride) the bike is no longer eligible for return. The manufacturer, which offers the warranty on the frame, stipulates that the warranty is only applicable to the first and original owner of the bike. 

We will inspect any bike being considered for return to determine whether the bike has been ridden or used. This will be done by one of our mechanics at the time of return. Should our mechanic determine that the bike has been used beyond like-new condition, we reserve the right to reject a bicycle return. 

Online 

It’s our aim to provide a hassle free return service for you. If you’re not completely satisfied with an item, you may return it within 30 days from the date you pick up your order or the shipment date. 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. We ask that all returned products have the original packaging, tagging intact, and that the product is in new condition. If we determine that the returned product does not meet these standards, a 10% restocking fee will be charged as part of the return and we reserve the right to refuse a refund if the item shows heavy use and will determine an appropriate course of action depending on the situation. 

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

To complete an online return, please contact us with the proof of purchase, and reason for return. You will be responsible for shipping the item back to us at your cost. Shipping costs are non-refundable. You will receive an email from us with a Return Authorization Number (RA#). Please ship the item(s) back to the store. When shipping we suggest using a traceable shipping service and purchase shipping insurance. 

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item and whether we approve or reject your refund.
If approved, your refund will be processed and an email will be sent indicating the refund. 

Damaged in Shipping 

All of the items that we ship are in new and unused condition unless otherwise stated in their online product description. If a package is delivered to you in damaged condition you have the option of refusing or accepting delivery. If you choose to accept the damaged product, please contact us immediately and we will arrange for the return shipment of the damaged item(s). Please try and leave the product and package in its original form from when you received it. This will assist our claim submission to the shipping company. We will do our best to make sure you get a duplicate item(s) in un-damaged condition as quickly as possible (subject to availability).

Errors in Shipping 

In the unlikely event that you receive your order and there is product(s) that do not match your order confirmation, or there are products missing from your order, please contact us immediately and we will get you the right product (subject to availability) as quickly as possible and arrange for return shipment of the incorrect item(s). 

Online Order Adjustments 

If it happens that you accidently chose the wrong size, colour or product we will gladly accept returns on all products up to 30 days after the order was placed. The buyer is responsible for return shipping costs. See Online Return Policy above. 

Warranties 

Warranty claims are processed through our suppliers and we are subject to their discretion. If you believe you have a warranty situation, please contact us. You will need the original purchase receipt, photos of the defect in question, and explanation of the issue and how it happened.

Shipping Policy

Shipping Rates

Canadian Shipments
Orders Less than $39$20
Orders $39 and overFREE*

*Cyclesmith's FREE Shipping policy (excluding promotions) applies to online orders valued at $39 CAD and over, before taxes, and shipped within Canada via Canada Post Expedited Shipping. Some oversized goods such as, but not limited to, bikes, trainers, car racks, trailers, and child carriers will have a shipping surcharge. Shipping costs will vary depending on package size, weight, and value.

Shipping costs are based on urban delivery. Other charges may apply for shipments to non-major urban centers, Northern regions, and remote locations. If extra shipping charges are required for your order we will contact you to confirm shipping costs and determine payment.

Shipping times may vary depending on the destination and shipping method selected. Online orders ship from our store Monday to 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.

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.

Shipment of goods will occur when Cyclesmith (via shipping service) delivers to the shipping address provided in the order. The customer is responsible for the goods when delivery has taken place.

Shipping may be delayed due to inclement weather, lost or stolen packages, and other circumstances beyond our control. Some orders may require additional processing time due to size, stock availability, or order volume. Special orders may also require additional processing time. If your order is delayed, we will contact you with an estimated ship date.

Shipping Within Canada

Within Canada, we offer ground shipping with Canada Post on most online purchases. Items with dimensions larger than 1m or weighing more than 30kg cannot be shipped with Canada Post and will be sent via Canpar or Purolator. In these cases, we will confirm the shipping cost and contact you before processing the order.

Dangerous Goods

Standard shipping rates do not apply to orders containing ‘dangerous goods’ as defined by CANUTEC (Canadian Transport Emergency Centre). You will be contacted with a quote for shipping if an order cannot be shipped using standard rates.

Price Changes

100% Price-Match Guarantee

We strive to offer the best prices in Nova Scotia. If you find a current lower price on an identical, in-stock item from a Nova Scotia retailer's store or website, we will match the price for up to 30 days after purchase. We define Nova Scotia retailers as a business that is registered with the Province of Nova Scotia and has storefront property in Nova Scotia.

Price Protection Policy

If an item goes on sale within thirty days of purchase, a one-time price adjustment will be offered. The previously purchased item must be identical to the sale item and a partial refund of the purchase price will be issued in-store credit.

Test Rides

We not only offer but encourage test rides for any bike that you are interested in purchasing. During the process of purchasing a bike, our sales staff will ask you if you are interested in a test ride. We will suggest routes depending on the type of bike you are looking at.

Before your test ride, our sales staff will ensure the bike is properly fitted for you. We will also install pedals and daytime running lights and supply you with a helmet. You are required to keep these on at all times during your ride. Before you go for your test ride, we will require a credit card as well as photo ID, which we will hold securely during your test ride. You are responsible for appropriate riding habits and ensuring the bike is in like new condition upon your return. In the event that an accident happens or the bike is damaged during the ride you may incur additional fees according to the condition of the bike. We reserve the right to refuse a test ride for any reason.

Rentals

Cyclesmith offers several rental items, including:

  • Quarq ShockWiz automated suspension tuning device
  • Quarq TyreWiz automated tire pressure reader
  • Bikes of various models and sizes
  • Saddles of various models and sizes
  • Car racks of various models and sizes

These items may become unavailable according to their availability as well as the general condition of the product.

At the time of renting, you will be required to pay for the rental time as well as a reservation fee which will be returned when the product is returned to us. We require that the rental item be returned in the same condition as you received it, otherwise you will incur extra fees according to its new condition.

FinanceIt

We work with third-party company FinanceIt to offer financing options for bike purchasing. If you are interested in financing, let us know and we will connect you with FinanceIt and encourage you to proceed with an application online. FinanceIt is a third-party platform that Cyclesmith has partnered with and so operates with their own policies and terms. You are responsible for understanding FinanceIt’s own terms and conditions, policies, and private statements.

Rates and information on FinanceIt’s financing options can be found on the FinanceIt website.

Bicycle Trade - In

We work with third-party company The Cycling Book (TCB) to offer a bicycle trade-in program for customers interested in purchasing a new bike. Bikes that are eligible for this program must be nine years old or newer. Customers interested in this program must supply the bike to be traded in to our technicians, who will assess the condition of the bike, which can affect the price which is offered by TCB. We are not responsible for setting the prices offered by TCB and trade-in prices are non-negotiable. TCB is a third-party platform that Cyclesmith has partnered with and so operates with their own policies and terms. You are responsible for understanding FinanceIt’s own terms and conditions, policies, and private statements.

Information on TCB’s trade-in program can be found on the TCB website.

Tire and Tube Recycling Program

Tires and tubes wear out over time and it's a shame to throw them in the landfill. We are now working with a local material recycler, Halifax C&D Recycling Ltd., to collect your used bicycle tires and tubes. Halifax C&D Recycling turns tires and tubes into crumb rubber which is used to make new products, such as flooring for equestrian facilities, roads, plastic lumber, furniture and more. None of your old tubes or tires will go to landfill or be burned for energy.

No purchase is necessary to make use of this program.