- Payments & Discounts
- Returns, Exchanges, and Damages
Why purchase with Ciclovelo?
Ciclovelo is your home for unbeatable savings on bicycle wheels! We deliver incredible value at an affordable price. We’ll always be striving to bring you the best brands in the world at the best prices anywhere, along with our outstanding customer service.
How long does shipping take?
Our goal is to process your order and ship within 3 business days. After that, it typically takes 2-3 days for any location in North America. Canadian orders will arrive 5-10 business days from the order date. US and International orders will arrive within 10-20 business days on average.
Please follow your order tracking information for the most up to date estimate. We will always communicate directly to you if we expect something will take longer with your order.
How much does shipping cost?
Shipping costs are based on the weight of the order, the destination and the shipping method selected. In order to get an accurate price quote for shipping please add the desired items and proceed to checkout, then select your destination and shipping method.
How do I check the status of my order?
There are a couple of ways. First, we will keep you up to date throughout the process using email, Facebook messenger, and SMS (for FB and SMS these are opt-in). Second, you can log in to your account and check the status at any time. If you ever need more information we are just an email away at firstname.lastname@example.org.
Can I combine multiple orders into a single shipment?
Unfortunately, once you place an order we are not able to combine orders.
Can I change my shipping address after placing my order?!?
You can, but you need to be quick. We have the ability to change the shipping address before your order ships if done within 24 hours. Please contact us at email@example.com and we will do what we can.
Are there any Customs or VAT charges?
As we are a Canadian based business we will collect taxes for sales in Canada. For all other countries, you are responsible for any taxes or duties that may be applicable in your market.
Do you ship to my country?
Ciclovelo ships products all over the world, so chances are we ship to your country. Please proceed to checkout and enter your address to confirm if your country is eligible. If your country is not available please send us an email at firstname.lastname@example.org and we will do what we can to get you your products.
What Carriers Does Ciclovelo Use?
We currently ship with Canada Post and USPS. We are constantly evaluating options to provide the best experience to our customers.
Payments & Discounts:
When will I be charged for my order?
You will be billed for your purchase at the time you place your order.
I didn’t receive an order confirmation, did my order go through?
If you did not receive a confirmation of your order within one hour of placing it, please contact us at email@example.com so we can look into the issue.
What currency do you charge in?
The transaction will occur in Canadian dollars.
Why was my credit card declined?
There are a few reasons why your card could have been declined. We work with fraud prevention services and your bank to determine if the transaction should be approved in real-time. Unfortunately, we are not able to provide you details on why the transaction was declined but there are a few things to check including your address ensuring it matches what your bank has on file.
Do you offer gift cards?
We do not currently offer gift cards, but we are considering do so in the near future.
Why won’t my discount code work?
Check the code and ensure you have entered it correctly. If you believe it is an active code that applies to your order please contact us at firstname.lastname@example.org so we can help.
Can I use more than one discount code on a single order?
We limit coupon code usage to one per order.
Returns, Exchanges, and Damages:
Please visit our Return Policy page for information.
How do I create an account?
You can create an account here
How do I update my billing and shipping address?
Login to your customer account and you will be able to update it. You can also update it during the checkout process. Changing your billing and shipping address will only impact future orders, not orders in progress. Email us at email@example.com if this is in regards to a shipping address of a recently placed order.
How do I change my password?
You can reset your password yourself or email us at firstname.lastname@example.org
Is my credit card transaction secure?
We use Shopify as our website ecommerce platform. Shopify includes an SSL certificate that uses industry standard 128-bit encryption technology. This is the same level of encryption used by large banks to keep your information secure.
Shopify is certified Level 1 PCI DSS compliant. This compliance extends to all online stores powered by Shopify.
We are very serious about security and have invested significant time and money to certify that Shopify is PCI compliant. From annual on-site assessments validating compliance to continuous risk management, we work hard to keep credit card and other sensitive data secure. Learn more about PCI compliance.
Does Ciclovelo store my personal information such as credit card details?
Ciclovelo does NOT store any of your credit card information. Our records will only record your billing and shipping address, username, and email.