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FAQ

General Info

All prices are in Canadian funds, unless otherwise noted.

Prices are subject to change without notice.

Any errors (typographical, photographic and/or descriptive) are subject to correction; we apologize in advance.

Though we do our best to ensure stock levels are correct, there may be inaccuracies due to sales through our physical store, or other reasons beyond our control.

Orders are subject to verification and approval before shipping and may take up to 48 hours to process.

Orders are shipped on regular business days, Monday to Friday, excluding statutory holidays.

Orders received after 1pm (MST) will not ship until the next business day.

Frequently Asked Questions

No matter how much information we put out there, some questions will always remain unanswered. We look forward to hearing from you, however, before reaching out to us please look over the below list of frequently asked questions. This will give us more time to answer specifics and it saves you time waiting for our reply.

Hours

What are your online store hours?

Our online store will be available Monday through Friday 9:30 – 6, but we are always open online! During these times feel free to give us a call or send us an email. If you call us or email us when we are not in the office, we will get back to you as soon as we can upon regular online store hours.

I just placed an in-store pickup order, when will it be ready for pickup?

This depends on when you placed your order, if you placed it during regular online store hours, you should receive a confirmation email shortly. Upon receiving this email, your order is ready for you to pick it up.

I placed an in-store pickup order on the weekend, when will I be able to pick up my order?

If you have placed an order during the weekend and have not received a confirmation for pick up in store, your order is not ready for pick up, and will be processed the next business day.

If you have received a confirmation email for pick up and would like to pick up your order on week nights or during the weekend, please visit our front customer service desk and they will gladly grab your order for you.

Payment

What methods of payment do you accept?

We accept the following methods of payment:

  • Visa®, MasterCard®, & American Express®
  • United Cycle gift cards
  • PayPal

How do I pay with a gift card?

Once you fill in your billing and shipping information there is an option to select a gift card as your payment method. You will then be prompted to a window that asks for your 13-digit gift card number (this can be found on the back of your card). If you're unsure of your balance give us a call at 780-989-6119 and we will gladly find that out for you.

Can I pay with multiple methods of payment?

At this time our website can only accept one method of payment per order, however, if you wish to use a United Cycle gift card or a prepaid credit card but it doesn't quite have enough to cover the whole order, don't worry, we will email you a PayPal invoice to collect the additional funds required to complete the order.

When will I be charged for my order?

The short answer: 

When it ships (or becomes available for in store pick up).

The longer answer: 

A pre-authorization will be placed on your card to ensure there are sufficient funds available to complete the order. This will hold the funds for 5 business days or until the order is processed. It is only once the order is prepared to ship or for in-store pick up will the funds actually be taken.

How will I know my order went through?

Once you hit the 'confirm' button you should be taken to a page with information regarding your order. Here you should be able to see three things:

A message informing you that your order was successfully submitted

Your order number

And a link to view your order details

Like with all technology, glitches happen. If for some reason you don't see these three things don't worry, we have a backup confirmation notification. A confirmation email will be sent from onlinestore@unitedcycle.com to the email you provided us in the checkout process.

Now, if for some reason you didn't receive the confirmation message or the confirmation email this might be the time to check with us and see if we did in fact receive your order. To do this, please call us at 780-989-6119 or shoot us an email at onlinestore@unitedcycle.com.

Product Information

How can I cancel or change my order?

Mistakes happen; perhaps you selected the wrong size, quantity, or are just not feeling the product you ordered, not a problem. To cancel or change your order you will need to get in touch with us in one of two ways:

You can respond to your confirmation email

(which will send an email directly to our Online Department)

or

You can call our Online Department at 780-989-6119

Does placing my order guarantee I will receive the item?

United Cycle is a family run business with only one location that functions as both a store and a warehouse for our in store and online customers. Although we strive to keep our stock values as accurate as we can on our website, unfortunately there may be inaccuracies due to sales that occur in our physical store. This may occasionally cause an item that displays an 'In Stock' quantity to be 'Out of Stock' in reality.

What happens if you no longer have the item I ordered, in stock?

When a situation like this does arise (although uncommon) we will do our best to offer a suitable alternative that bears a similar function, style, and price to that of the original item. If there are no alternatives that are going to work for you, not to worry (and we apologize if this occurs) the item will be removed from your order and your total will reflect only the value of the items in stock.

Can I get a price adjustment if the item I bought goes on sale?

Absolutely! If the item you ordered goes on sale or is reduced in price within 10 days from the date of purchase, you are eligible for a price adjustment. Any price adjustments will be credited back to the same payment method you used to place your order.


Gift Cards 

Can I buy gift cards online?

Definitely! You can purchase them through the Gift Card tab in the top left menu on any page of our website.

Are the gift card denominations shown on the web the only values I can order?

At this time you can only order the gift card denominations shown on the website but you can combine them in any combination your wish. Additionally, any gift cards you order will be processed as individual cards, however if, let's say, you order 5 $100 cards but would rather receive 1 $500 card simply reply to your order confirmation email with instructions and we can definitely process that for you.

What is the difference between a virtual and a physical gift card?

In terms of functionality, literally nothing! Both cards can be used for purchases in-store or online. The only real difference is the format. Our virtual gift card will be emailed to you in a PDF version which is a great option for those of us who prefer to shop from the comfort of our homes. If you are more old school or are purchasing a gift for somebody and prefer a physical card that option is open to you as well.

Do I have to pay for shipping for physical gift cards?

No way, Jose! We'll take care of the shipping charges for physical gift cards! However, regardless of if you select Xpresspost, your order will be shipped via regular post. If you're looking for a speedier delivery time, purchasing a virtual card will probably be your best bet.

I'm trying to buy a virtual gift card but it's making me select a shipping option. Am I able to receive it virtually?

We know it's a bit of a work around, but at this time we are unable to remove the shipping from our virtual gift card options #technology. However, regardless of what method you select for shipping you will receive a virtual card by email. We are working on a solution to better suit your needs but as it is we are so sorry for any confusion we may have caused.

I just purchased an online PDF gift card, but haven't received the virtual card yet, where is it?

Your virtual card will be processed and sent to you manually by our online team during regular store hours. Once you receive your email, your card is ready for use!

Shipping 

Am I able to have my order shipped to a friend?

For sure! Just enter the address you want your order shipped to in the Shipping portion of the checkout process and we should be able make it work. Please note that we do go through a fraud screening process which may delay the shipment.

Is there tax on my order?

Tax charges will be calculated once you enter your shipping address. All orders being shipped within Canada will be charged 5% GST. Orders being shipped to Nova Scotia and New Brunswick will be charged 15% tax, orders being shipped to Newfoundland and Ontario will be charged 13% tax, and orders being shipped to Prince Edward Island will be charged 14% tax. International orders are tax-exempt.

Do you ship outside Canada?

Absolutely! We can arrange for shipping to almost anywhere in the world. To obtain a shipping quote please call our online department at 780-989-6119 or email us at onlinestore@unitecycle.com.

To find out more information regarding our International Shipping Policies please refer to our Shipping Policies page.

Can I choose which carrier my order will be shipped with?

Generally, we choose the quickest and most cost effective shipping method, dependent on each individual order and that order's specific variants. Our primary carriers are Canada Post or Purolator, but if for any reason you want to use a specific carrier, please contact the online department to make the proper arrangements (additional charges may apply).

Please Note: Orders being shipped to a post office box have to be shipped via Canada Post.

To find out more information regarding our International Shipping Policies please refer to our Shipping Policies page.

How long will it take for me to receive my item?

Hmmm that depends. Generally the shipment duration is reliant on the location of the shipping address, the shipment method selected, and the seasonal demands of our shipping carriers. Once the shipment leaves our facility it is subject to a multitude of factors that may influence its speed of delivery ie: holiday influx, service interruptions, weather delays etc. Additionally, please note, any shipping quote provided is just an estimate and although we will do everything in our power to get your order to you promptly, some things are out of our control.

For more information regarding our delivery times please refer our Shipping Policies page.

How do I know if my order has shipped or is ready to be picked up?

We'll let you know! In addition to the confirmation email you received when you placed your order, you will receive a second email, letting you know the details of your order delivery.

For more information regarding our shipment or in-store pick-up procedures please refer our Shipping Policies page.

Do you ship bikes? I'm unable to enter shipping information for the bike I'm looking to order?

Not all bikes are available to be shipped; under certain circumstances, arrangements can be made. Please email the Online Department at onlinestore@unitecycle.com to arrange for a shipping quote. Shipping costs on bikes are the responsibility of the purchaser and will be added to your invoice.

For more information on shipping bikes, please see our Shipping Policies page.

Can I return my item?

At United Cycle we have a 100% Satisfaction Guarantee. This means, if for any reason you are not satisfied with your purchase, simply return the item within 30 days from the date you picked up your order or the shipment date.

For more information regarding our Online Store Return Policies please refer the 'Returns' Section of our Shipping Policies page.

Are all items in the store also available online?

We are constantly working to grow our online business and keep the website stocked with the latest and greatest sporting goods merchandise. Unfortunately, due to vendor restrictions and an ever growing inventory, not all of our items have made it onto our website.

How do I get more information about an item on the website?

Every single item on our website has a 'Contact Us' tab with a product enquiry form. Filling out this form will send a product enquiry directly to our Online Department. From there they can forward it on to an expert sales representative to give you the best information regarding a particular product.

Can I buy something on your website but pick it up in-store?

Definitely! During the checkout process there is an option to select 'In-Store Pick-up'. If you selected a shipping method but would rather pick it up in store, or vice versa, please call our Online Department at 780-989-6119 or shoot us an email at onlinestore@unitecycle.com and the we can try to accommodate your request.

For more information regarding the in store pick-up procedures please refer our 'In-Store Pick-Up' Section on our Shipping Policies page.

Can I have someone else pick up my order for me?

This can be arranged but there are a couple extra steps that need to be taken before the order can be processed and released to your named individual. Generally, when this type of request is made, we go through a fraud screening process which may delay the pickup time. If cleared, we will allow someone else to pick up your order for you; however we require written documentation of this request emailed to the online department and photo ID provided by the named individual at the time of pick up.

For more information regarding the in store pick-up procedures please refer our 'In-Store Pick-Up' Section on Shipping Policies page.