SECTION A – Store Wide Return Policy
30–day Love it or return it Policy*
If you don’t love your purchase (for bicycles see our Comfort Guarantee, below), simply return the item within 30 days with your original receipt. Refunds will be issued in the same method of payment as the original payment. A purchase made with a credit card: A refund will be issued to the original account. Please note shipping fees and duties are not refundable once the order has shipped or if the merchandise is returned to the store.
*Comfort Guarantee – A bicycle may only be exchanged for another bicycle, one time, within 30 days if you don’t love it. Please note that you will still need to pay the difference in price between the two bicycles.
*products that are accepted for return or exchange must be clean and undamaged. Refunds will be made in the same form of payment originally used to make the purchase. Please note that proof of purchase is required for processing any returns / exchanges.
SECTION B – Shipping Prices
– Free shipping of Accessories within Canada on orders over $250 before tax.*
– Flat shipping of $19.99 within Canada for orders under $250 before tax.*
– Flat Bicycle Shipping in Canada $147 before tax*.
– Flat shipping of $29.99 to the United States for all accessory orders.*
*Extra Shipping surcharges may be incurred for remote locations and or large packages. We will notify you of any overages prior to shipping. For the United States, we do not charge any local taxes (13% HST) because you will pay a similar amount of domestic, duties, fees and taxes in the U.S. through the carrier.
SECTION C – The easy way to make returns
Come and see us at our store!
Package Return Instructions:
- Print out a copy of the store receipt or online purchase receipt. Please note that proof of purchase is required for processing any returns / exchanges and that bikes cannot be refunded, but are subject to our Comfort Guarantee.
Urkai will not assume transport / shipping charges or duties for any items returned.
- Place your item(s) along with your proof of purchase into a sealed box or package.
- To ship your package:
- You may use any parcel service provider to send your item to Urkai. Urkai will not assume transport / shipping charges or duties for any items returned.
- Label your package to:
860 Cumberland Ave
Burlington, ON L7N 3V1
- Once your package arrives, it will be subject to Urkai’s policies & conditions and Store Wide Return Policy.
- Please allow 7-10 business days for your refund to be processed after your package has been received by Urkai.
- Your return is complete. Easy!
SECTION D – How do I have a bicycle reserved for me?
Since we don’t reserve bikes, it would be a shame if it sold before you made it to our store. Here’s what we recommend: Give us a 50% deposit on the bike and it is yours, meaning no one else can buy it before you. When you get here, you can see it, we’ll make sure it fits you well and you can test ride it. If you don’t 100% love it, we’ll gladly give you all of your money back, as long as you let us know before you leave the store. That way the bike is reserved for you and you have nothing to lose. Win / win!
SECTION D – How Our Shipping Works
Order Processing Time
Order Processing: The amount of time it takes for us to prepare your order for shipping.
Due to COVID-related delays with carriers, smaller packages, including accessories, Brompton bikes, and Swifty or Xootr scooters typically take 3 – 5 business days, however, some orders may take up to 7 business days. Large bicycles from Azor, Bakfiets, Gazelle, and Pashley can take 1 - 3 weeks to ship
What providers does Urkai use for shipping purposes?
Ships via Canada post, FedEx, Purolator or UPS with tracking numbers which will be emailed to you after your purchase is processed. Usually arrives within 10 business days. If you need it rushed, please add that to the notes of your order. For large bicycles, we usually use freight carriers. Bakfiets and Gazelle must always ship as freight due to box size.
When will I know that my package has been shipped?
As soon as it has been shipped, you will always be sent an e-mail with a tracking number, without failure. If you have not received one of these e-mails, that is because it has not been shipped, yet. Some orders may take from 1 - 3 weeks due to COVID-related delays with carriers . We appreciate your patience.
When will I receive my delivery?
Feel free to track your order with the tracking number provided to you from us, through an e-mail, after your order has shipped. You will receive your order between Mondays and Fridays, during regular business hours.
How many delivery attempts will be made?
Most shipping companies will make 3 delivery attempts for Parcel deliveries. After the 3rd failed attempt at delivery, the package(s) are returned to the shipper’s warehouse and we will issue a credit for your merchandise only and not the cost of shipping. If you would like to have the merchandise re-delivered, you will be responsible for the re-shipping cost.
Can I schedule when my delivery arrives to me?
Yes, but you are responsible for any applicable fees required by the shipper, to create such a specific delivery time.
What am I responsible for upon delivery?
Examine your order upon delivery to ensure that there are no visible signs of damage, missing or incorrect pieces. In the event that there are damaged, missing or incorrect pieces, please contact us within 48 hours of your delivery. For any problem with your order not shipping related, please refer to our Store Wide Return Policy.
SECTION E – Manufacturer’s Warranty claims
For bicycles, since the manufacturers are from Europe, keep reading.
For everything else bought from our store, including, but not limited to, parts, accessories and scooters, feel free to contact the individual manufacturer that warrants their product against defects in materials and workmanship, as they will best know how to solve your warranty claim with speed and efficiency.
Please realise that since Urkai is not in the manufacturing business, it is each individual manufacturer that offers a warranty for the products they have manufactured.
For bicycles, the good news is that even though you don’t live around the corner from our location, the way we handle such inquiries is the same as you living one city on either side of Burlington, Ontario and therefore not being able to immediately bring the bike in. As soon as you have any issues, feel free to contact us through a phone call or e-mail. Our team will work with you (through phone or e-mail) to fully understand the full scope of the problem. Often, we’ll ask for high quality pictures and / or high quality video to help us help you.
Allow me to give you an example:
You buy a long cargo bike from us and have us add our Clydesdale electric motor to it. At some point, your electric motor display unit gives an error message #601 (this is a made up number). You call us and tell us the error #. We figure out how to proceed by contacting the manufacturer who offers the warranty. We call you back and let you know that #601 is related to the Clydesdale’s speed sensor. We work with you to double check a few simple things like finding the speed sensor on the frame by the back wheel and have you make sure it is attached to a wire running to the motor (making sure it is not disconnected). We then have you trace that wire from the speed sensor to the motor (We would describe all this in a way that is intuitive), making sure there are no loose or cut connections. We determine that the speed sensor is not working. As it is a small part and under warranty, we don’t need it back. We ship you a new replacement part (free of charge) and ship it to you (free of charge). We walk you through cutting a few zip ties, unscrewing the old (defective) speed sensor, attaching the new speed sensor and adding a few new zip ties to hold it in place. We confirm that that solved the problem.
Please keep in mind, that we are very quality focused at our store (we guarantee our work; not every bike shop does). We are the only location and we serve all of Canada and pockets of the USA, as well. We’ve been around for 5 years already. We sell only the best, high quality products. Mechanical and electrical issues can occur, but they are rare, even more so since most of our bikes are designed to need little to no maintenance (1 tune up after the roughly 60 day break-in period and only a yearly full tune up, after that).
In the event of a “worst case scenario”, my manager has confirmed that we will take care of you every step of the way. For example, we determine that the whole electric motor (worst case scenario) or your rear wheel’s internal hub with internal gears (worst case scenario) is somehow defective and needs repairing. We walk you through how to remove it, send you a shipping label, have you mail the wheel or motor (worst case scenario) to us free of charge (we pay to have you ship it to us), we repair or replace it (free of charge) as dictated and required by the manufacturer who offers the warranty, we ship you the repaired / replaced part at no cost to you and talk you through installing the part.
SECTION F – Privacy
SECTION 1 – WHAT DO WE DO WITH YOUR INFORMATION?
When you purchase something from our store, as part of the buying and selling process, we collect the personal information you give us such as your name, address and e-mail address. When you browse our store, we also automatically receive your computer’s internet protocol (IP) address in order to provide us with information that helps us learn about your browser and operating system. E-mail marketing (if applicable): With your permission, we may send you e-mails about our store, new products and other updates.
SECTION 2 – CONSENT
How do you get my consent? When you provide us with personal information to complete a transaction, verify your credit card, place an order, arrange for a delivery or return a purchase, you imply that you consent to our collecting of it and using of it for that specific purpose, only. If we ask for your personal information for a secondary reason, like marketing, we will either ask you directly for your expressed consent, or provide you with an opportunity to say no.
How do I withdraw my consent? If after you opt-in, you change your mind, you may withdraw your consent for us to contact you, for the continued collection, use or disclosure of your information, at anytime, by contacting us at firstname.lastname@example.org or mailing us at: Urkai Inc., 860 Cumberland Ave, Unit 2-1062, Burlington, ON, L7N 3V1
SECTION 3 – DISCLOSURE
We may disclose your personal information if we are required to do so by law or if you violate our Terms of Service.
QUESTIONS AND CONTACT INFORMATION
If you would like to: access, correct, amend or delete any personal information we have about you, register a complaint, or simply want more information, contact our Privacy Compliance Officer at email@example.com or by mail at Urkai [Re: Privacy Compliance Officer] 860 Cumberland Ave, Unit 2-1062, Burlington, ON, L7N 3V1