Customer Service

  • Shipping & Delivery

    GP Bikes offers free shipping on orders over $49 within Canada. You’ll see a penny added to your order- this is to keep the computer happy. We hope you don’t mind. We charge a flat rate of $30 on any orders to the United States and any import or brokerage fees the shipment occurs will be the responsibility of the customer.

    We do not currently ship outside of Canada and the United States.

    Orders going to Ontario or Quebec are shipped via Purolator. Most other orders are shipped via Canada Post using the expedited shipping method. We require a signature upon receipt but don’t worry- if you’re not home when Canada Post or Purolator tries to deliver, they’ll leave a note letting you know to pick it up from your nearest post office or Puro location. Customers who order online will receive an email with tracking information by the evening that their order ships. If you are purchasing in-store and would like this same service, please provide your email address to the person taking your order.

    We do charge an oversize shipping fee on a small number of items to help cover the cost of very heavy or very large items. Tires and gear bags are a couple of examples of items that incur these extra charges. In the case of tires, each tire incurs a $10 oversize shipping charge but this also covers the cost of the $5.69 environmental tire fee imposed by the government.

    Using the expedited shipping method, orders usually take 1 business day for delivery in the GTA, 1-2 business days within the rest of Ontario and Quebec, 3-4 business days to Manitoba, Saskatchewan and Alberta and 4-5 business days to the maritimes, BC and parts of the Northwest Territories, the Yukon and Nunavut. If you are in need of faster shipping service, please call or email to discuss options. We will do our best to accommodate you.

  • Returns and Exchanges

    GP Bikes accepts returns or exchanges on new, unused product within 30 days of receipt. If an item was backordered, this 30 day period starts from the time that the item is received from us. Refunds will be made in the manner payment was originally taken. None of the items we currently offer online are subject to a restocking fee and if an item in store only special ordered bike specific parts and electronics may be subject to a restocking fee.

    If you need to exchange an item, please contact us so we can make sure we can start the exchange process. We ask that you then package the item up with all of the original packaging and include your original receipt along with a note explaining what you wish to happen (refund, exchange for smaller size etc.) in the box. If you are shipping a helmet or boots back, please package them up in a separate box. It is hard to re-sell a pair of boots that has shipping labels on the box. Once we receive the product back, we will inspect it to make sure it hasn’t been used and that no components are missing. At that point, we will ship the exchanged item to you free of charge. We will cover the cost of up to one exchange per order. (Multiple items can be exchanged together.)

    You are welcome to return or exchange your online order in-store but be aware that refunds can take an extra day this way as the refund will still have to be done online.

    If we have gotten your order wrong in any way, please contact us so that we can make it right. We will email you a mailing label which you can simply affix to the box and drop off at a Canada Post location. Please note that we do not cover the cost of shipping back to us if you have chosen a wrong size or colour or other issues that we cannot help- though we will gladly exchange those items for you.

  • Backorders and Discontinued Products

    We do our very best to keep our website fresh and up-to-date however, item availability changes very fast and sometimes items will be ordered that are backordered or even discontinued. If this happens, we contact the customer as soon as possible to let them know this and always try to present similar options for you to choose from. You are not obligated to wait for an item if it is backordered- you are always eligible for a full refund.

  • Processing Times and Product Availability

    Not all items that are available online are stocked in our store on an ongoing basis. If you have seen something online that you wish to see in-store, we recommend that you call ahead to see if we have the item and to make arrangements to order it in if we don’t. Most items can be ordered in within one - two business days. If you are placing your order online and we know it is going to take longer than 3 business days to get it out to you, we will let you know so you can decide whether you’re able to wait. We have a HUGE selection of stock available in store however, and whenever possible, we do our best to ship same day.

  • Gift Cards

    Currently we do not accept gift cards as a form of payment online however we are able to redeem gift cards over the phone. We also sell them online and by phone. Gift cards that are purchased online or over the phone are shipped regular letter mail so we don’t have to charge shipping. Don’t worry, there is no risk to you if the item isn’t delivered. We simply send you a new card if anything happens to the card in transit.

  • Payment Methods

    We currently accept Visa, Mastercard, Amex, and Visa Debit online and in-store, as well as Paypal online and Interac in store. When ordering online, it is important to make sure that your billing name and address are identical to the name and address that appear on your credit card statement. Orders that are paid by credit card must be shipped to the billing address. If you require that a separate shipping address is used, please pay for your order using Paypal or place it by phone.

    When placing orders by phone, new customers that wish to make purchases over a certain amount will be required to pay with Paypal, certified cheque or email money transfer. We regret the hassle this may cause some customers but do our best to make this process as easy and painless as we can.

  • Price Match Policy

    GP Bikes tries very hard to offer our customers the lowest prices around but if something slips by us and you find a lower price advertised by a Canadian competitor, please contact us so we can try to match it. We will gladly help you by email or phone. Please be ready to provide an advertisement or link to where you saw the item.

  • Warranty

    We will gladly help you warranty any items that you purchase from GP Bikes. All manufacturers and brands have different warranty processes and policies so timeframes can vary greatly. Please call or email so we can let you know what to do next. Sometimes items are fixed and if they cannot be fixed, we will credit you the amount that you paid for the item. We require a receipt to do any warranty work. If you purchase from us during the year and provide your phone number and name, we will have your receipt on file. If you purchase from us at a show or do not provide your information, it will be your responsibility to hold on to your receipt in case you need warranty.

  • Taxes

    GP Bikes charges sales taxes based on the location the item is being shipped to (or purchased in, if you are purchasing in our store). No sales taxes are charged on shipments to the United States. Taxes charged within Canada are as follows:

    Ontario, Newfoundland and New Brunswick - 13%

    Nova Scotia- 15%

    Prince Edward Island - 14%

    Saskatchewan, Manitoba, Quebec, Alberta, Northwest Territories, Nunavut and the Yukon - 5%

    Consolidated Shipments: Entire orders will be shipped together if possible.

  • Privacy & Security

    We guarantee your order's privacy and security over the web, with all transactions utilizing an SSL secure server connection. Verisign, Inc., provides our Secure Server Certificate through Dominion Enterprises.

  • Policies

    Individual product descriptions are claims of the manufacturer and/or distributor and are not guaranteed accurate. Prices subject to change without notice. Mistakenly posted prices on the website do not obligate us to those incorrect prices. We reserve the right to refuse to sell to anyone for any reason.

  • AODA Statement

    GP Bikes is committed to ensuring that information about our services is accessible in accordance with the Accessibility for Ontarians with Disabilities Act (AODA). If you require a GP Bikes document in an alternate format or are in need of customer support, please submit a request through our online contact form. Once your request is received, our team will contact you to provide you with additional information on when you can expect a response, based on the document and format you are requesting.