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Store Policies

Satisfaction Guarantee

We stand behind everything we sell. If for any reason you are not satisfied with your purchase, simply return the item within 30 days and we'll replace it or give you a refund. Please read "Returns" below for more information.

Returns

We want to make this simple. If there is a problem with a product you purchased from us, please bring it back. We will refund the original purchase amount within 30 days of the original purchase date (fulfillment date for online orders). Items must be in new condition. Merchandise that appears used may be denied a refund. 

You may also ship an item back to us if it is defective or not to your satisfaction. Ship returns via Ground UPS or insured US Mail (we do not accept CODs). We will refund shipping costs only if the item is damaged or does not match the items on order. Merchandise returned that appears used may be denied a refund. 

Labor fees, such as custom wheel builds or other services, are non-refundable. Shipping fees for non-damaged, or correectly identified items, are non-refundable.

FREE Local Delivery

We are proud to be the only shop in town offering FREE LOCAL DELIVERY for your in-store and online purchases. Delivery area is limited to the Greater Victoria area (see below) and is available during select hours, Monday - Friday. Please let a salesperson or service team member know if you are interested 

Our FREE Local Delivery area includes: Victoria, Saanich, Oak Bay, Esquimalt, View Royal, Colwood, Langford, Highlands, Metchosin, Central Saanich, North Saanich & Sidney.  Unfortunately we cannot offer free delivery to Sooke, the Malahat and beyond, or the Gulf Islands at this time.

Prices and Information

Our website is intended to help you. We make every effort to maintain current, accurate prices in our online catalog. However, inventory 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 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!

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 five 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.

Respectful Environment

Oak Bay Bikes strives to maintain a safe and respectful environment for our customers, suppliers, and staff. We promise to always act ethically and respectfully, and foster an environment that is free from discrimination and harassment. If you have a complaint, please contact us immediately at karl@oakbaybikes.com.

Similarly, abuse of Oak Bay Bikes staff will not be tolerated. We reserve the right to refuse service if we feel that our attempts to foster a respectful environment are being challenged. 

Online Policies

In-Store Pick Up

In-store pick up is free for all online purchases. In-stock items are usually ready within 1-2 business days. Special order items, coming from a warehouse, take approximately 5-10 business days to arrive at the store. Items may also require more time for processing or assembly. We will call or email you once your order is ready for pickup. PLEASE WAIT FOR CONFIRMATION THAT YOUR ORDER IS READY BEFORE PICKING UP. You may be asked for your order confirmation and/or photo identification when picking up.

If you need an item right away, please call us 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 in-store account.

24 hour Cancellation

If you've had a change of heart and would like to cancel your online order, you may do so within 24 hours of placing the order, without penalty. Just email orders@oakbaybikes.com within the 24 hour time-frame or call 250-598-4111, ext 1.