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Policies & Shipping

New Bicycle Purchase

West Point Cycles offers the following complimentary service and discount with new bicycle purchases: 

  • A discount of UP TO 15% OFF* regular priced accessories and clothing with the bike purchase, or up to 30 days after the purchase. *Some exceptions apply.
  • No charge installation of any parts and accessories purchased with the bicycle.
  • One Deluxe Service package (a $199 value) included for free for use within 12 months from purchase of the bicycle. We offer a 6 week grace period for the Deluxe service package. For customers who fall within a reasonable time after the grace period, West Point Cycles will offer a reduced rate service package on the bicycle.
  • No charge minor adjustments for the first 30 days after purchase.

Shipping & Local Delivery

Shipping options are available for most items across Canada, excluding bikes. Due to our dealer agreements, we cannot ship Trek or Electra bikes. We offer free standard ground shipping on orders over $150 (before tax)*. Standard ground shipping for orders under $150 is $15. *Please note that overweight or bulky items are subject to additional shipping and handling charges. Overweight and bulky items include wheels, trainers, trailers, repair stands, vehicle racks, and other various items. Shipping charges for overweight and bulky items will be calculated during the checkout process. Orders cannot be rerouted or cancelled once shipped. The billing and shipping address must be the same, we will not ship any orders to an alternative shipping addresses. We reserve the right to cancel your order at anytime.

We offer local delivery to select areas in the Greater Vancouver Region from $15. Local delivery of new bikes ordered are now offered on Mondays and Saturdays.

Sorry, but at this time we do not ship outside of Canada.

In-Store Pickup

In-store pickup is free for all items, including bikes and oversized products. We work hard to ready orders as quickly as possible, please keep in mind that some items may require additional processing time to transfer from off-site or other store locations. Other items may require additional processing time for assembly. We will email you once your order is ready for pickup. Bring your credit card used for purchase, and a valid government issued photo ID with you for pickup of your order.

If you need an item right away, please call us to confirm that the product is available before heading over to our store.

Prices and Information

Our website is intended to help you. West Point Cycles makes every effort to maintain current, accurate prices in our online catalog. And, we strive for similar accuracy and timeliness with the other information we offer here. However, inventory or pricing errors may occur, and West Point Cycles reserves the right to decline or cancel any orders where mistakes or discrepancies in price or stock status exist regardless of the source of the error. We appreciate your understanding and apologize for any inconvenience such mistakes may create. Please bring any errors you find to our attention on your next visit or by calling or emailing us. Thank you!

West Point Cycles guarantees pricing of bicycles for 30 days after purchase. If West Point Cycles reduces the price of a bicycle within 30 days of purchase, we will credit the difference back to the purchaser as In-Store Credit only. These do not include manufacturer rebates, incentives, or other manufacturer sales.

West Point Cycles will do their best to contact customers if bicycles they have purchased go on sale within 30 days but cannot guarantee that we can contact everyone.

West Point Cycles will honour the quoted price on a quote, layaway, or work order for 30 days. This policy is a result of rapid changes within the cycling industry and increased costs to our suppliers and business.

Returns

Products may be exchanged or returned within 14 days of purchase, with the original purchase receipt, provided the product is unused and with the original packaging.

No refunds will be issued for any product without a valid purchase receipt. In-Store Credit or exchange can be given without a receipt provided the exact purchase history can be found in our point of sale system and the item is unused in the original packaging.

Special order product is non-refundable. Exchange or In-Store Credit can be issued within 14 days of purchase with original receipt for the return of special order items.

Closeout sale items are refundable within 14 days of purchase to in-store credit only.

Bicycle returns are subject to a 15% re-stocking fee for 7 days after purchase. All bicycle returns must be in new and unused condition and subject to inspection and manager approval.

Any item purchased through insurance replacement or ICBC claim, is not refundable. These sales can be exchanged, or In-Store Credit can be issued to the purchaser.

Gift cards are non-refundable and are treated like cash. The value of the card will not be replaced if lost or stolen and can not be redeemed for cash or applied as a payment on account. Remaining Gift Card balances will remain on the card or can be converted to In-Store Credit.

In-Store Credit is not refundable. No cash will be given in exchange for In-Store Credit.

Promotion coupons are not redeemable or refundable to cash or as in-store credit. They will be returned in the same form as originally issued.

Service labour is non-refundable.

  • Time: You have 14 days from purchase to request a refund.

  • Method of Refund: Refund will be applied to the original form of payment.

  • Product Condition: Product must be new or like new condition in order to return.

  • Refund Contact Info: Contact us in-store, over the phone or by email for a refund. You can find store hours, address, email and phone number on our store details page.

  • Charges: Customer is responsible for any shipping costs related to the return.

Quotes

Quotes from West Point Cycles are valid for 30 days from the date of the original quote. Modifications to a quote do not extend the quote from the original date. We can re-quote any expired quotes.

Warranty

Warranty consideration and determination is made by the manufacturer of the product at question and not by West Point Cycles. The original purchase receipt is required for warranty consideration and West Point Cycles will adhere to the warranty policy of the manufacturer of each item.

A customer can purchase a new product while waiting for the warranty consideration process and West Point Cycles will credit the customer back if the product is deemed warranty. West Point Cycles provides no guarantee that the product will be deemed warranty, in which case, no credit will be provided.

Service

We guarantee all service work for up to 30 days and recommend customers to come back to us if they have questions about anything to do with their repairs.

When a repair is returned with a problem that is related to the work performed during the guaranteed service or work that was missed during that service, West Point Cycles will not charge additional labour to remedy the problem. There may be an extra charge if parts are required.

West Point Cycles will give all customers a quote for work to be done on their bicycle. If the work exceeds the quote by up to $30 the mechanics will go ahead and get the repair done without putting it on hold so that the customer can still pick up the bike on time. We will contact the customer to confirm the extra work. If we are unable to reach the customer, we will proceed with the work. If the extra work exceeds $30, West Point Cycles will email and call the customer to get permission to complete the repair and the bike will go ON HOLD until we hear from the customer.

Bicycle Storage

West Point Cycles offers free bicycle storage of serviced bicycles for a total of 4 weeks. Bicycles left at West Point Cycles more than 4 weeks after their service is completed will incur a storage fee. Storage fees are $5/day or $20/week. West Point Cycles is not responsible for bicycles left for more than 60 days after their service is completed. Bicycles not retrieved after 60 days will be donated or recycled.

Tools

We will take any steps we can to assist our customers, but as we use our tools to make our living we are unable to loan them out.

Information Security

We protect the security of your information during transmission by using Secure Sockets Layer (SSL) software, which encrypts all of the information you provide to us and prevents outside parties from being able to "see" your transaction information. When your account information is displayed on your screen, we only display the last four digits of your credit card numbers. You also have the choice of whether or not to save credit card information with us in your Online Account.

We sometimes use other companies (third-party service providers) to perform functions on our behalf. Examples include fulfilling orders and delivering packages. They need access to some personal information in order to perform their duties but may not use this information for other purposes.

We collect our customers telephone numbers, email addresses, and names as a means of contacting them about their products they have ordered or bicycle service, and to inform them of special offers at West Point Cycles.