Store Policy

COVID-19 MEASURES

We are, like everyone, concerned with the current pandemic and have been proactive about taking measures to stop spread and possible infection. Everyone’s safety and health are foremost in our minds.

We are taking every precaution possible to serve you safely and we continue to update our protocols based on the latest available information from the World Health Organization and Health Canada.

  • Our warehouse is a safety-first zone. Shipping deadlines are adjusted at check-out to accommodate all of the extra precautions we are undertaking to ensure our employees’ health and well-being.
  • Our deliveries are now no-contact, as our shipping carriers have suspended the need for signatures.

By working together and taking positive, proactive action, we will emerge even stronger than before.

Shipping

HOW LONG WILL MY ORDER TAKE TO ARRIVE?

KVCycles will process orders Monday - Friday during normal business hours.
Canada Post, Purolator and FedEx is utilized for our shipping and Canada Post drop off daily from our Castlegar/Nelson location, Monday - Friday, except holidays. After your order is received you will receive an order confirmation e-mail and we will process your order as soon as possible depending on the order volume.

Once your order has been shipped/fulfilled you will receive another e-mail notifying you and there will be a Canada Post, Purolator or FedEx tracking number provided for you to follow your shipment.

Shipment delivery times will vary depending on the delivery location distance from Castlegar/Nelson and Canada Post, Purolator and FedEx delivery standards.

Free Shipping

Free shipping is provided for most orders within Canada that total $125.00 CAD or more before any applicable taxes.

Store Pick Up

We offer the option of picking up your online order at our Castlegar brick and mortar location. We will send you an e-mail to advise that your order is ready to pick-up. I can support Curbside pick-up / Front Porch pick-up at this time. All bikes sold will be pick-up only unless otherwise stated.

One thing to keep in mind when selecting "store pick up" is, some items are not stocked at the brick and mortar location, we have some items that are fulfilled at our off-site location. These items need to be moved to the brick and mortar location for pick up. Please allow 3-5 business days. 

Tracking

DO YOU HAVE A TRACKING NUMBER?

Once your order has been fulfilled you will receive an email notifying you. There will be a Canada Post, Purolator or FedEx tracking number provided for you to follow your shipment.

Payment Options

WHAT METHOD OF PAYMENT DO YOU ACCEPT?

Online: Credit cards, Visa, MC, American Express. We also offer express methods Apple Pay, Shopify pay, Google Pay, and also Paypal.

In-store: Credit Cards, Debit Cards, Cash, Apple Pay.

Returns / Exchanges

RULES

1. Items have to be in new condition, unused, with original packaging.
2. If you don't like an item or have sizing issues, shipping item back will be at the customer's cost.
If you need to ship back an item, please make sure there is tracking information available.
3. All returns need to be completed within 30 days of the purchase date, with the original receipt.

IF I ORDER SHOES AND THEY DON'T FIT, CAN I EXCHANGE THEM?

Yes, we accept all returns and exchanges on our items, following the rules above.

Warranties

IS THIS COVERED UNDER WARRANTY?

Each product has a manufacturer's warranty that is supported by local and non-local distributors of these items. Some items are directly distributed by the manufacturer.
If you feel that an item needs repair/warranty by the manufacturer, here are some simple guidelines to follow.
Send an to email to chris@kvcycles.com regarding the item, with an image, serial and model info if it has one. You'll need to have the original receipt of purchase too.
We'll contact the proper channels and follow up with the next steps.

If you need to ship back an item, please make sure there is tracking information available.

 

REFUND POLICY

Bike Frame-set purchases are custom orders. You will have the opportunity to cancel or alter your order should any conditions not be to your liking. Once confirmed, your order can no longer be altered in any way - no refunds and no exchanges, other than for errors on our part.
Shop Demos are sold "as-is". 

We ship Canada wide. Please note that shipping may vary due to size and insurance.

Kootenay Valley Cycles does not directly guarantee, warrant, or endorse any of our products and rely explicitly on our manufacturers and their warranty provisions when dealing with any product failure situation. We always do our best on your behalf, but we are sometimes at the mercy of our suppliers.

Returns

Clearance and Used merchandise sold as “final sale” may not be returned or exchanged at any time.
Merchandise purchased in store or on kvcycles.com can be returned or exchanged within fourteen (14) days of purchase with an original purchase receipt except for the following are not refundable:
- Any Carbon products
- Helmets
- Sunglasses
All merchandise must be returned in the original selling condition and include the original product packaging, tags, and labels. The. purchaser will be responsible for return postage and restocking fee up to 30% of retail price.


If there is an error with an item purchased from us, you can return it to the shop or contact us to arrange for return.
Service and Labour fees are non-refundable