STORE POLICIES

SHIPPING (Canada Only)

Shipping Rates

*Trek Bicycle Kingston’s FREE Shipping policy applies to online orders valued at $99 CAD and over, before taxes, and shipped within Canada via Canada Post. We DO NOT SHIP BICYCLES or any oversized/overweight goods, such as, but not limited to, trainers, car racks, trailers, and child carriers. Shipping costs may vary depending on package size, weight, and value, and customer will be contacted if surcharges apply, or if an item cannot be shipped.

Shipping Details

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 times may vary depending on the destination and shipping method selected. Online orders ship from our store Tuesday to Friday and are not processed or shipped on weekends or statutory holidays. 

Shipping costs are based on urban delivery. Other charges may apply for shipments to non-major urban centres, 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.

Shipment (delivery) of goods will occur when Trek Bicycle Kingston (via Canada Post) delivers the item(s) to the shipping address provided in the order. The customer is responsible for the goods once 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, except for bikes and/or oversized/overweight items. Items with dimensions larger than 1m or weighing more than 30kg cannot be shipped with Canada Post. In these cases, we will contact you.

Shipping 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.

RETURNS ON SHIPPED ITEMS

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 - please contact us asap and we will try to correct the error before the order ships! If the order has already shipped, and find that the items are indeed 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.