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Serving you and your bike better during COVID-19 

Frequently Asked Questions

Are you open?

YES! We are open daily, from 10 am - 5pm.

Do I need to book an appointment to visit the store?

We strongly encourage you to book a shopping appointment in advance of your visit. In order adhere to required physical distancing measures we are limiting entry to the store to 1 person/party per sales person.  Booking an appointment ahead of time will help you avoid waiting in line for the next available sales person. To book an appointment, call 250-598-4111 ext 1 or email bikes@oakbaybikes.com

Do I need to book an appointment to get my bike serviced? 

YES.  Service appointments are currently being booked 1-2 weeks in advance. We will do our best to prioritize small repairs and get your back back to you as quickly as possible however, due to a HIGHER THAN NORMAL volume of work, we are asking customers to be patient. To book a service appointment call 250-598-4111 ext 2 or email service@oakbaybikes.com

Is there a line-up procedure? 

YES. We have a reception desk at our back parking lot door.  There is one line with clearly marked and distanced waiting spots for drop-in customers, and another line with clearly marked spots for customers waiting for their shopping appointments. 

What measures have you taken to keep the store safe during COVID-19?

  • An outdoor hand washing station has been installed out our single entry point - customers must wash hands before entering
  • Gloves and hand sanitizer are provided in-store for customers
  • High touch areas are being cleaned multiple times per day
  • Entry is being limited to one person/party per salesperson, so that we can respect physical distancing guidelines at all times
  • Browsing is discouraged
  • Our Demo-on-demand program and Bike Rentals are currently suspended

I'm phoning but I can't get through....

Our phone lines may be busy, or we may be with a customer, when you call.  Please listen carefully to the options on our menu and leave a message with the department you are wanting to reach. Alternatively, you can send us an email. We are attempting to return all messages on the same day - or sooner.

Can I still test ride bikes?

YES. You can test ride a bike during your visit with a sales person. We ask that you please bring your own helmet and use the gloves provided to you during your test ride. Bikes are wiped down before and after test rides. 

Can I still test ride an E-bike?

YES. E-Bikes can be test ridden at our store and while our Demo-on-Demand program is currently suspended, our 100 KM NO QUESTIONS ASKED GUARANTEE allows you to purchase an E-Bike with confidence knowing that you can ride it for up to 100 kms and return it (in new condition) with no questions asked and helps us find you a bike you're going to love.

Are you taking cash payments?

YES. While most of our customers prefer to pay with credit or debit, we are still accepting cash at this time.

Can I order online?

YES. Our new E-Commerce site is up and running. Just click & collect; we make it simple with in-store pickup, FREE local delivery and ground shipping options. Shop our online catalog now 

I have questions about my online order

Fantastic. You can now live chat with our e-commerce sales specialist during regular business hours. Just look for the online chat bubble in the bottom right-hand corner of our website. Or email orders@oakbaybikes.com

How do I know when my order or repair is ready for pickup?

You will receive an email, text or phone call from one of our team members when your item(s) are ready for pickup or to schedule a local delivery.  Please do not show up before you have heard from us. When you visit the shop our reception desk can retrieve your items while you wait outside - if needed, payment can be taken at the reception desk as well. If you are picking up an online order, please bring photo ID.

If you have any questions that we didn't answer here, please call us at 250-598-4111 or email us at bikes@oakbaybikes.com

Thank you for your continued support. Sincerely, Karl Ullrich