Frequently Asked Questions
Orders
Right through our website! Add items to your cart, checkout, and get items shipped right to your door in North America.
You sure can! Log in to your account, click your name in the top-right corner, select “Orders,” then click the three dots beside the order you’d like to cancel and follow the prompts. Need a hand? Email sales@theinsideline.ca. If your order has already shipped, refuse the package or return it to us with the original invoice and a note marked “ATTN: Returns.” Our address is listed at the bottom of our website.
In most situations, yes. We accept returns of unused items in their original packaging within 30 days of the order date. Returns outside 30 days or without original packaging may be subject to a restocking fee or issued as store credit. Sale items may be eligible for store credit only or may be final sale.
- Bikes: Purchased the wrong size? Not sure on the build kit? We’ll try our best to make the bike work for you. Swapping dropper lengths and/or stem length can often solve the issue. If it still doesn't fit, we’ll exchange sizes on a case-by-case basis.
- Components: Returns accepted for unused items in original packaging within 30 days. Used or non-new items cannot be returned.
- Apparel: Returns accepted for unworn apparel within 30 days. Worn items are non-returnable.
- Accessories: Returns accepted for unused items in original packaging within 30 days. Used or non-new items cannot be returned.
- Protection: Returns accepted on a case-by-case basis for unused products.
Email sales@theinsideline.ca to confirm your return. If the package is still in transit, you can refuse delivery and it will be returned to us. If you’ve already received it, or are returning only part of an order, ship the item back with the original invoice and a note marked “ATTN: Returns.” Our address is listed at the bottom of our website.
Refunds for items returned more than 30 days after the purchase date may be in the form of store credit and could include a reasonable restocking fee.
The purchaser is responsible for all return/exchange shipping costs.
Refunds can take up to 10 business days from the time of transaction.
You sure can! Reach out to sales@theinsideline.ca or call 403-270-3256 ASAP. It’s best if we catch it before it ships.
Let us know! We typically ship same or next day. Select "fast shipping" at checkout to be prioritized.
Contact us right away. We’ll submit a claim with the carrier.
These things happen. Reach out to confirm the email address on file - our system is automated.
Local trail hero, builder, or evangelist? Email us your story and review a product for a discount code!
Send us an email - some discount codes do expire.
You sure can - select "Pickup in-store" at checkout.
Shipping
We typically ship items out the same or next day. Select "fast shipping" at checkout to be prioritized! Ship times are dependent on location.
We provide free standard shipping Canada wide over $150 CAD. Some discounted or large items are subject to paid shipping.
Standard orders over $150 CAD ship free, otherwise $15.
- Bikes over $2,000: free
- Bikes under $2,000 or sale bikes: $150
- E-bikes: $100 CAD
- Wire bead tires, wheels, rims, tailgate pads, trainers, and bike bags: $30 CAD
- Bike racks & WAO’s: $50 CAD
Standard U.S. orders are $25 USD for shipping, plus applicable duties collected after the sale.
- Bikes over $2,000: $110 USD
- Bikes under $2,000 or on sale: $250 USD
- Wire bead tires, wheels, rims, tailgate pads, trainers, and bike bags: $40 USD
- Bike racks: $100 USD
All US orders are subject to duties collected after the sale
There are two common reasons: we cannot ship certain batteries across the border, and some manufacturers restrict U.S. sales of their products.
Orders under $200 are typically shipped without a signature. Orders over $200 require a signature for insurance coverage. If you prefer signature-free delivery, contact us before your order ships; please note that we cannot insure a package shipped without a required signature.
We ship from Calgary, AB, Canada. Canadian delivery typically takes 2–5 business days. US shipping: 4–7 business days.
Once your order is shipped, you will get an automated email with your tracking details. From there you can click your tracking number to see where your package is. If the tracking app is not working, please give it one day as the package may not have been picked up from us yet. If you did not get an email, please reach out to us at sales@theinsideline.ca.
Our shipping provider sends tracking info automatically when the label is created. If you didn’t receive it, please contact us at sales@theinsideline.ca.
Sometimes we ship items in two boxes. If you receive two tracking numbers, you’ll likely receive two packages.
If your shipping address differs from your billing address, we may require additional proof for fraud protection.
Unfortunately, we do not ship outside of North America at this time but you are welcome to reach out to us at sales@theinsideline.ca for a quote.
Oh no! Please send us photos of the box, contents, and damaged items. We'll file a claim with the shipper. If we have stock, we’ll replace the damaged item right away.
Product Info
Take-off items are new parts removed from a complete bike before sale. They may not include original retail packaging and can have minor installation marks.
Items marked with a green dot and “In stock” are physically in our Calgary location. Items marked with an orange dot and “From Distributor” are at our distributor and available for backorder.
These items are not in stock at our location but available at our distributor. Delivery typically takes 2-3 weeks.
Yes! We regularly update our inventory to ensure accuracy. That said, inventory mistakes can still happen - we’re only human.
This varies case-by-case. Contact us with the product info and we’ll reach out to the supplier for an estimate. Favouriting an item and adding it to your wish list will prompt us that we should restock.
You sure can! Send us an email or give us a call and we’ll get your special order placed.
We curate our brands based on our own riding experience, focusing on performance, reliability, and supporting Canadian companies where possible.
Bike Purchase
When you buy a bike from us, you get ongoing support from a team that rides and works on the products we sell. We’ll set up your bike for your riding style, weight, and cockpit preferences. Shipped bikes arrive nearly ready to ride - install the bars and wheels, complete a quick safety check, and hit the trails.
Yes! We offer 15% off most parts and accessories with the purchase of a bike. Reach out for a discount code.
Don’t like the parts that come with your bike? Let us know what you’re after and we’ll do what we can to make your dream build happen.
- Bikes over $2,000: free
- Bikes under $2,000: $150
- Sale bikes: $150
- E-bikes: $100 CAD
- Bikes over $2,000: $110 USD
- Bikes under $2,000: $250 USD
- Sale Bikes: $250 USD
We’ll do our best to make the bike work for you. Changing the stem or dropper length can often improve the fit. If it still isn’t right, we may be able to exchange sizes depending on availability. The buyer is responsible for shipping costs both ways.
Payment
Online: all major credit cards. In-store: credit, debit, and cash.
Yes, by default prices are in CAD. You can toggle to USD at the top right of the site.
In Canada, taxes follow provincial rates. Some bike parts and bikes are PST-exempt. In the USA, we don’t charge sales tax. Duties will be collected after the order is placed.
Price
We do our best to match Canadian online retailers. We do our best to follow MAP (Minimum Advertised Price) provided by our distributors.
We follow MAP (Minimum Advertised Price) requirements set by our distributors while pricing products competitively within the Canadian market.
Let us know! Errors can happen during data entry.
Warranty
Warranty coverage varies by brand and product. We’ll support your claim in any way we can. Email warranty@theinsideline.ca to get started.
Email warranty@theinsideline.ca with the following: photo of the full product, a photo of the damaged area, your full name, and the serial number if available.
Shop Info
We are located in Calgary, AB Canada at 4221 6 St SE, T2G 4E7.
We’re mountain bikers - obsessed with new tech, dreaming of the next ride, and wrenching on bikes. We only sell what we ride.
- Monday–Wednesday: 9 AM–6 PM
- Thursday: 9 AM–8 PM
- Friday: 9 AM–6 PM
- Saturday–Sunday: 10 AM–5 PM
We securely keep your name, phone, email, and address for future orders. If you’d like it removed, just ask!
Give us a call or send an email and we’ll get it sorted for you.
