Store Policies:

Inventory Availability

Online Product Availability

• Our online inventory is updated daily to reflect our in-store and supplier stock. 
• 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 in store 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.
• Items that say 'Availability: In Store' will ship or be ready for pick up or delivery within 1-2 business days. Items that say 'Availability: In Warehouse'  will ship or be ready for pick up or delivery within 5-10 business days.

Backorders

• If an item you ordered is on backorder we will contact you to let you know the ETA of the product and give you the option to place the order with a backorder, knowing it will come at a later date (note: these dates may change) or allow you to cancel the order and be refunded by your original purchase method.

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 us at: orders@oakbaybikes.com

Bicycle Purchases

• We offer 15% off parts and accessories* with the purchase of a new bike (*some exclusions apply, such as but not limited to car racks and computers)
• There are no labor charges for installation of new parts and accessories purchased with a new bike up to a maximum value of 10% of the new bikes value.
• All break-in related adjustments are covered with the purchase of a new bike. Wear and tear, however, is not.
• We offer a free one-time post-purchase service which includes a full bolt check, adjustments of brakes and derailleurs, lubing of chain and pivots and inflation of tires.
• We offer free system updates for e-bikes purchased from us within first year (from date of purchase).
• We also offer local delivery within Greater Victoria for new bike purchases.
• If you are interested in a special order bike from any of our distributors we are happy to bring one in for you. We require a 50% deposit or that the bike be paid in full before we order and bring it in for you. For bike special orders inquiries please email: orders@oakbaybikes.com

Special Orders

• In the event that we do not have the 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 stock in store, or any items set to 'Availability: In Warehouse'.
• For Special Order bicycles, we require a 50% deposit or the bike be paid in full at the time of order. 
• A restocking fee (up to 20% of the price of the item) may apply if you don’t purchase the item/bike.
• If you are interested in a bike or item that we don't have in stock or you don't see on our website please reach out via email: orders@oakbaybikes.com and we would be happy to look into it for you

Online Bike Orders

• Bikes purchased online for in store pickup and local delivery will be assembled by one of our trained technicians, who will build, test ride and inspect the bike. The bike will be fully assembled and ready for pick up or for local delivery. Any bike accessories purchased at time of bike can be installed for you at this time free of charge (up to 10% of the bike's cost in labour costs).
• Bikes purchased online and shipped to you will be pre-assembled by our trained technicians, test-ridden and inspected then securely packed in a bike box for shipping, with all documentation, parts, pedals (if included), re-assembly documentation and applicable tools for reassembly. Shipment tracking details will be sent via email as soon as the bike ships. When the bike arrives it will require a minimal re-assembly, including installing the front wheel, handlebars, seat post and pedals (if included).

Prices and Product Information

• Our website is intended to help you- we make every effort to maintain current, accurate prices, inventory and product information in our online catalog. 
• However, inventory, product information or pricing errors may occur, and we reserve 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 inconveniences. If you see any inconsistencies or errors on our site please reach out via email: orders@oakbaybikes.com

Quantity Limits

• Our in-store and online inventory are shared, and a balance is maintained to serve both online and in-store 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. 

• We want to make this simple - If there is a problem with a product, it doesn't fit, or it simply didn't work out, you can initiate a return or exchange.  
• All returns must be initiated within 14 days of original purchase date or from received date for all online orders.  
• To initiate a return please email: orders@oakbaybikes.com to request a Return Authorization number (RA#) for your return.  
• Please include the RA# on the outside of the box or inside with the items being returned. 
• All return shipping costs are to be covered by the customer, original shipping is not refundable unless there was an error with your shipment. 
• We will refund the original purchase amount (minus original shipping costs) when the item has arrived and been approved for return. 
• Return Requirements: Items must be in new, unworn/unused condition with original tags attached and in their original packaging. 
• Items that appear used or don't have original tags or packaging will not be eligible for a refund and will be returned to the customer at the customer's expense. 
• Once the return is approved we will process a refund for the original purchase amount (minus any shipping fees) to the original form of payment.

• All online bike returns or exchanges will need to go through the same return process as any other returned item or products. 
• All bike returns or exchanges must be initiated within 14 days of original purchase date or from received date for all online orders.  
• To Initiate a bike return or exchange please email: orders@oakbaybikes.com to request a Return Authorization number (RA#) for your return.  
• Please include the RA# on the outside of the bike box, or printed and included inside the box itself. 
• The bike must be securely packed in a bike box in the same manner that it was shipped, i.e. protective packaging materials on all critical parts of the bike, no parts rubbing on the frame and all original parts, tools, and documentation are to be included with the return.
• All return shipping costs are to be covered by the customer, original shipping and return shipping is not refundable unless there was an error with your shipment. 
• Once the returned bike has been delivered to the shop the service team will inspect the bike to ensure it is not damaged and meets all criteria for a return/refund. Once the bike is approved as a return we will refund the original purchase amount (minus original shipping costs).
• Return or exchange requirements: Bikes must be in new, unused condition, and/or, in the case of an e-bike, have no more than 100kms on the odometer to be eligible for a return. 
• Bikes that appear used, damaged, and/or don't have all original parts, tools, and or documentation will not be eligible for a return/refund or exchange and will be returned to the customer at the customer's expense. 

Final Sale Items

24 Hour Cancellation Policy

• If you would like to cancel your online order, you may do so within 24 hours of placing the order, without penalty.  
• Please email: orders@oakbaybikes.com within the 24 hour time-frame to cancel your order.
• If you do not cancel your order within the 24 hour timeframe your order may be subject to a restocking fee or be ineligible for cancellation.

Shipping Policy:

Shipping Rates

• Free Shipping* offer applies to most online orders; *however some oversized items may be subject to additional shipping charges because of size and weight, such as, but not limited to; bikes, car racks, trailers, fenders, wheels, cargo racks, and child carriers.
• If your item requires additional shipping, some items have the additional shipping costs already added or we will send you an email with the additional shipping amount, which can be paid by credit card or Paypal via our online store or by etransfer to: payments@oakbaybikes.com
• Shipping may be delayed due to inclement weather, lost or stolen packages, and other circumstances beyond our control. If an shipment is lost or missing please contact us and we will open a claim with the shipping provider. Please note, all lost, stolen or damaged packages are not our responsibility and are out of our control. Please refer to our damaged shipment policy.
• Some orders may require additional processing time depending on availability. 
• We do not currently ship outside of Canada.

Shipping Damage Policy:

If an item or bike is damaged during shipping please inform us as soon as possible from receiving the shipment. Please document the damage by taking photos of the box, the bike and/or item and all packaging. Please keep the box and all packaging materials as well as the item in the condition it arrived in so we can submit a claim with the shipping provider. More information below:

What to do if your bike or item arrives damaged:

1.  Do not refuse the shipment: Accept the package even if the box is damaged, as refusing it can complicate the claim process. 
2.  Document the damage immediately: Take photos and videos of the damaged bike or product as well as the packaging. Note any specific damages to the bike or item, like dents, cracks, scratches or any broken parts. 
3. Keep all packaging: Retain the damaged box and all internal packing materials until the claim is fully resolved. 
4. Contact us at orders@oakbaybikes.com to inform us of the damaged shipment and provide us with your original order number and the evidence of the damage (photos/videos). 
5.  We will then open a claim with the shipper and will inform you of the next steps for the claim. 
6. Once the claim is approved we will move ahead with a replacement or a return and refund. 

In-Store Pickup

• In-store pick up is FREE for all orders and items.
• In-stock items are usually ready for pick up within 1-2 business days, but we will contact you once it is ready for pick up.
• Special order items, or items coming from a 'warehouse', take approximately 3-10 business days to arrive at the store (some items may also require more time due to availability, shipping or for processing or assembly).
• You will receive an email once your order is ready for pickup - PLEASE WAIT FOR CONFIRMATION THAT YOUR ORDER IS READY BEFORE PICKING UP.
• When picking up you order you will be asked for your order confirmation email and/or photo ID.
• If you need an item right away, please call 250-598-4111 ext. 3, or email: orders@oakbaybikes.com to confirm that the product is available before heading over to our store.
• Unless special arrangements are made in advance, orders need to be picked up within 30 days or a 15% restocking fee will be charged and the balance credited to your account.