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Shipping & Return Policies:

Shipping Policy: Canada 
We offer FREE SHIPPING in Canada on orders over $50*  (Oversized items and other items excluded)

  • *Free shipping applies to most online orders over $50; however some items, including oversized and overweight items may be subject to additional shipping charges, such as, but not limited to; specific bikes, sale bikes, cargo bikes, frames, wheels, rims, fenders, car racks, cargo racks, trailers and child carriers.
  • If your order requires additional shipping you will either see the charge added at checkout or we will send you an email after your order is placed with the shipping amount and a link to the shipping product on our website where the appropriate shipping amount can be paid. If you selected etransfer as your payment method we will send you an email with the updated total including the shipping fees.
  • Shipping may be delayed due to inclement weather, lost or stolen packages, carrier strikes and other circumstances beyond our control. If a shipment is lost or missing please contact us and we will open a claim with the shipping provider. Please note, all lost or stolen packages are not our responsibility and are out of our control. Some orders may require additional processing time.

Bike Shipping Rates:

Regular priced bikes over $1500 - FREE SHIPPING

Sale bikes and bikes under $1500 - $150

All kids bikes (up to 24") - $50

The appropriate shipping charges must be added to your order at checkout. If shipping is not added when required we will send you an email after your order is placed with the shipping amount and a link to the shipping product on our website where the appropriate shipping amount can be paid. If you selected etransfer as your payment method we will send you an email with the updated total including the shipping fees.

Shipping Policy: USA

Due to ongoing tariffs and fees associated with shipping and duties we have temporarily suspended shipping to the US. When things normalize we will re-introduce shipping to the US.

We currently DO NOT offer shipping to US.

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 Pick Up

  • In-store pick up is free for all online orders
  • 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 a confirmation email before coming to pick up your order.
  • 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 10% restocking fee will be charged and the balance credited to your account.

Local Delivery in Greater Victoria

We are proud to offer local delivery in Greater Victoria for in-store and online purchases, service appointments and bike rentals.

Local Delivery Pricing:

  • Bike Delivery (new bike, bike repairs, and rentals): $25 one way; $35 round trip
  • Delivery of parts and accessories:  $15
  • We offer free delivery on all online orders over $50 ($15 for all orders under $50).

    Delivery Areas and Schedule:
  • We offer delivery anywhere in greater Victoria, including the Westshore and Peninsula, with deliveries 3 days a week and same-day or next-day delivery for most in-stock items. 
  • See map below for delivery areas and schedule:


  • Deliveries are done Monday, Wednesday, & Friday, and include the following areas: 

    • Victoria
    • Saanich
    • Oak Bay
    • Esquimalt
    • View Royal
    • Colwood
    • Langford
    • Highlands
    • Metchosin
    • Central Saanich
    • North Saanich
    • Sidney

    Our delivery area is limited to Greater Victoria - we do not offer local delivery to Sooke, the Gulf Islands or the Malahat and beyond, but we offer free shipping on orders over $50 (exclusions apply) to these locations.



Return Policy:

Satisfaction Guaranteed

  • We stand behind everything we sell and we back that.
  • If, for any reason, you are not satisfied with your purchase, simply return the item within 30 days (of receiving your order)and we'll replace it or give you a refund.
  • Please read below for more information on our return policy and for how to initiate a return.

Returns & Exchanges

  • 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 30 days of original purchase date or from the date the item was delivered/received.
  • 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 with the item(s) that are 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 it's original packaging. Merchandise that appears used, doesn't have original tags or packaging will not be eligible for a refund and will be returned to the customer at the customers expense. 
  • Once the return is approved we will process a refund (or exchange) for the original purchase amount (minus any shipping fees) to the original form of payment.
  • Special order items (non-regularly stocked items coming from the warehouse) are final sale or may be subject to a restocking fee up to 20%.

Bike Specific Return & Exchange Information:

  • 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 30 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 or exchange. Once the bike is approved as a return or exchange we will refund the original purchase amount (minus original shipping costs), and or arrange the shipment of the exchanged bike (customer is responsible for the cost of shipping on the exchanged bike).
  • 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

  • Labour fees, such as custom wheel builds or other services, are non-refundable.
  • Shipping fees for non-damaged, or correctly identified items, are non-refundable.
  • Gift cards are non-refundable and are exempt from promotions and discount/promo codes. 
  • All Demo and ex-rental bikes are final sale.
  • E-Bikes must have less than 100kms on the odometer at time of return, any more the bike is ineligible for a return or exchange.
  • Promo and or discount codes cannot be combined with other codes, sale and or promotions including the 'etransfer' promotion.
  • Sale, closeout and Items purchased using a promo code are final sale.

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 of placing your order 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.

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