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Mon - Wed, Fr: 10:00am - 6:00pm | Thu: 10:00am - 7:00pm | Sat: 10:00am - 5:00pm | Sun: Close

 
 
 
 
 
 
 
 

Terms & Conditions

By ordering an item via our website (www.towheels.com) you are offering to purchase a product on and subject to the following terms and conditions. All orders are subject to availability and confirmation of the order price.

ORDER PROCESSING

When you order an item you will receive an acknowledgement email confirming your submission, this email is not confirmation that the order has been completed.

Most orders will be ready for shipping/collection within one business day. Please keep in mind that some items may require additional processing time. In-store collection is free however additional charges may still apply for overweight/oversized items.

Once your order has been successfully processed a confirmation email will be sent to you. You can also check the status of your collection in the My Account section of the website.

SPECIAL ORDERS

Certain items are available for special orders. Specal Orders follow the standard ordering process but due to the additional ordering time they will usually take 4-6 days longer to be delivered. 

IN-STORE COLLECTION

We will hold your item(s) for a maximum of 14 days from the time when your order has been successfully processed unless alternative arrangements are made. Orders not collected within the agreed timeframe will be returned to stock and you will be charged a 10% processing fee. Upon collection of the product you will be required to provide a copy of the confirmation email and valid photo identification or the purchasing credit card.

DELIVERY

Canada Post: If your order is received on a business day before 3:00 PM it will generally be processed the same day.

PRICING AND AVAILABILITY

Whilst we try and ensure that all details, descriptions, stock quantities and prices which appear on this website are accurate, errors may occur. If we discover an error in the price of any goods which you have ordered we will inform you of this as soon as possible and give you the option of reconfirming your order at the correct price or canceling it. If we discover an error in the stock quantity available, or if a requested item goes out of stock we will contact you as soon as possible to advise you of this and provide alternative options where available. If we are unable to contact you in these instances we will treat the order as canceled.

The website may contain typographical errors or other errors or inaccuracies and may not be complete or current. We therefore reserve the right to correct any errors, inaccuracies or omissions and to change or update information at any time without prior notice. We reserve the right to refuse to fulfill any orders that you may place based on information on the website that may contain errors or inaccuracies, including, without limitation, errors, inaccuracies or out-of-date information regarding pricing, payment terms, or return policies.

HST & GST/PST

ToWheels collects the following taxes depending on your province, for further information please visit Canada Revenue

Province

Tax

Ontario

13% (HST)

Quebec

5% (GST only; the customer is responsible for any provincial sales tax)

British Columbia

5% (GST only; the customer is responsible for any provincial sales tax)

Alberta

5% (GST only; the customer is responsible for any provincial sales tax)

Manitoba

5% (GST only; the customer is responsible for any provincial sales tax)

New Brunswick

13% (HST)

Newfoundland & Labrador

13% (HST)

Northwest Territories

5% (GST only; the customer is responsible for any provincial sales tax)

Nova Scotia

15% (HST)

Nunavut

5% (GST only; the customer is responsible for any provincial sales tax)

Prince Edward Island

14% (HST)

Saskatchewan

5% (GST only; the customer is responsible for any provincial sales tax)

Yukon

5% (GST only; the customer is responsible for any provincial sales tax)

BICYCLE PURCHASES

ToWheels does not ship bicycles through the webstore. By ordering online you are agreeing to reserve a bicycle until the agreed upon collection date. We ensure that you get a bike which is the right size for you and includes the right accessories to make your cycling life the best it can be right out of our door.

Once the order has been placed you will be contacted by a ToWheels staff member to confirm your order including any accessories required. Once this is complete the bicycle will be booked in for a pre-sale setup to ensure that it is ready to ride when you pick it up. A date will be agreed upon for collection. It is advisable to try our bicycles before purchasing as this will allow you to confirm bike sizing.

GIFT RECEIPTS

You can request a gift receipt in your package either along with a regular receipt or by itself in the comments box on the Checkout screen. Items which are returned with a Gift Receipt can only be used for store credit or exchange.

RETURNS

RETURN POLICY

Returns and Exchanges are accepted on items in new condition (e.g. in a saleable condition, not damaged and in their original packaging) within 30 days with a receipt unless otherwise noted.

Items returned without their original packaging will be subject to a minimum 10% restocking fee.

UNWANTED ITEMS

If you change your mind and do not want the product anymore please contact us as soon as possible via phone or email. You can mail the items back to us (we recommend using a recorded mail service to ensure that the package gets back to us safely). Once we’ve received the items and it has been confirmed that they fall under the terms of our return policy you will be refunded.

Special Order items are not eligible for return or refund.

Please note we will only refund the item costs. Shipping charges will not be refunded.

SHIPPING/PROCESSING ERROR

Although we attempt at all times to fulfil your order accurately mistakes do happen. If we have shipped an incorrect item please contact us as soon as possible via phone or email. We will work with you to find the best resolution method.

DAMAGED ITEMS

Occasionally items may be damaged in transit. If you receive a damaged item please contact us at the earliest opportunity. We will work with you to organise shipping back to ourselves. Please do not use any damaged items and please keep all packaging received as this will assist any claims procedure.

WARRANTY POLICIES

We honour any supplier guarantee; if an item you have acquired from ToWheels fails please contact us so that we can determine if the item falls under the manufacturer's guarantee.

SALE ITEMS

All sale items are considered to be final sale and can only be returned if damaged or under the manufacturer's warranty.

SPECIAL ORDERS

All Special Orders are considered to be final sale and can only be returned if damaged or under the manufacturer's warranty.

Special Order items are not eligible for return or refund. Please ensure the item you are ordering is correct before completing the checkout process.

SHIPPING WITHIN CANADA

WHAT SHIPPING DO WE OFFER?

Canada Post Expedited: Local and Regional delivery of 1-3 business days, On-Time delivery guarantee, Tracking and Delivery confirmation, Liability coverage (up to $5,000) and Reference Number Tracking.

Canada Post Xpress: Local and Regional Next Day shipping, On-Time delivery guarantee, Tracking and Delivery confirmation, Liability coverage (up to $5,000) and Reference Number Tracking.

OVERSIZE ITEMS

There is an additional processing and shipping charge on all oversized items such as frames, children's bikes, trailers, child seats, etc. If you are unsure whether an item has an oversize surcharge please contact info@towheels.com

SHIPPING TO THE CONTINENTAL U.S.

WHAT SHIPPING DO WE OFFER?

We now offer shipping to the Continental U.S. using CanadaPost Tracked Packet or Expedited Parcel Service (depending on order weight). Both shipping methods offer delivery within 4-7 Business days plus reference number tracking.

HOW DO WE CALCULATE OUR SHIPPING?

Canada Post Tracked Packet/Expedited Parcel: All packages have a minimum flat rate of CAD$20.00 for deliveries within the Continental U.S. plus CAD$0.14 for every additional ounce in weight (CAD$2.30 per Pound). We use either regular weight or IATA standard volumetric weight, whichever is greater.

OVERSIZE ITEMS

There is an additional CAD$10 processing and shipping charge on all oversized items such as wheels, frames, children's bikes, trailers, child seats, etc. If you are unsure whether an item has an oversize surcharge please contact info@towheels.com

DUTIES AND TAXES

Customers are responsible for any applicable duties, brokerage and taxes levied on orders delivered to the United States.

PAYMENTS

Payments made to ToWheels will be made in Canadian Dollars (CAD) at the point of sale, customers credit card/PayPal will be charged in whichever local currency applies at their current advertised exchange rate.

INFORMATION SECURITY

We use information that we collect from our visitors to personalize and improve your visit at ToWheels. We gather the following types of information:

INFORMATION YOU GIVE US

ToWheels collects any information which you enter on our Web site such as information when you establish an account with us. Examples of the type of information you may supply us with include your name, address, telephone number, credit card information and e-mail addresses.

ORDERS

If you place an order we use a secure order form which requires you to provide contact, billing, and financial information. This information is transmitted to your credit card company to authorize your purchase.

THIRD-PARTY SERVICE PROVIDERS

We sometimes use other companies 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.

SHIPPING TO FREIGHT FORWARDER AND PO BOXES

We DO NOT accept orders shipping to freight forwarders or PO boxes. 

MORE ABOUT EMAIL & POSTAL ADDRESSES

If you supply us with your email and/or postal addresses, and do not specify otherwise, you may receive periodic messages from us with information on new products, services or upcoming events.

If, later, you decide you no longer wish to receive such messages, you may let us know by sending an e-mail, calling or writing us. To ensure we correctly identify you (many names are similar), please be sure to include your complete name and address and all email addresses that may be associated with your record. This helps us accurately locate your information in our file. Such information will only be used to comply with your request.

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.