Policies and Shipping
100% SATISFACTION GUARANTEE
We stand behind everything we sell. If for any reason you are not satisfied with your purchase, simply return the item within 15 days and we'll replace it or give you a refund. Please read "Returns" below for more information.
The product must be unused/uninstalled, complete and in its original packaging. Installed parts will not be accepted for return/exchange (unless it is a warranty issue). Returns are not allowed on videos/DVDs, food, closeout parts, or custom orders.
Note: In stock orders usually ship one business day after being placed.
Please note that some items may be subject to additional shipping and handling charges because of size or weight.
Sorry, but we do not ship outside of Canada.
Most orders will be ready within one business day. Please keep in mind that some items may require additional processing time to transfer from off-site locations. Other items may require additional processing time for assembly. We will call or email you once your order is ready for pickup. If you need an item right away we ask that you 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 15 days or a 30% restocking fee will be charged.
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.
Occasionally, some items are unexpectedly out of stock or unavailable and may be backordered. If this should occur, we will only bill your credit card for merchandise that is actually shipped. The total shipping charge for orders split into multiple shipments will not exceed the amount quoted on original order.
At Trek Bicycle Store London we do our absolute best to get your order to you complete, undamaged, and 100% correct! If a mistake has been made regarding your purchase (incorrect item or missing item), please observe the following procedure:
- Call the store to obtain a RA# from a customer service representative
- Return the Item to:
Trek Bicycle Store London
4487 Wellington Rd South
London, Ontario N6E 2Z8
The RA# must be on the outside of the package, otherwise your package will be refused.
Custom special order items, food products, videos/DVDs, or close-out items cannot be returned.Labor charges are not refundable. Please use our sales staff to help you make these decisions wisely.
All returns for refund, exchange, or replacement must be returned within 15 days in an unused and uninstalled condition. Please use and include all the original manufacturer’s packaging and your receipt or proof of purchase. We cannot accept returns on used merchandise for other than Authorized Warranty.
All returns must be shipped pre-paid; we do not accept COD. If we were at fault, we will happily refund your actual ground shipping costs (not including handling, packaging or other fees).
Overnight, 2nd Day or other premium shipping options are not reimbursable, so ship ground.
You may return any item within 15 days for a refund, as long as it’s unused/uninstalled and in its original packaging. A 30% restocking fee may be applied, except in case of shipping error. Please allow two billing cycles for refunds to appear on your credit card statement.
You may also return items for exchange, provided they are unused/uninstalled and in original packaging. If there is a price difference in your exchange, you may use a credit card to pay any price difference. If the exchange is not the result of an error on our part, normal shipping charges apply. Your RA# must be on the outside of the package, otherwise your package will be refused.
A return authorization number can be obtained by phone, our contact info is here.
PRICES AND INFORMATION
This website is intended to help you. We make every effort to maintain current, accurate prices in our on-line catalog. And we strive for similar accuracy and timeliness with the other information we offer here. We appreciate your understanding should any of the prices or other information provided be incorrect and regret any inconvenience such mistakes may create. Please bring any errors you may find to our attention on your next visit or by calling or sending us an e-mail. (Prices are all Canadian prices)