Frequently Asked Questions

Sales Related Q & A:

Can I return something I purchased?
You have 14 days to return products that are unopened, unused and in saleable condition with your original receipt. Helmets, apparel, water bottles, consumables and sale items are Final Sale.
Saddles can be returned within 5 days, original packaging intact, no damage.

What is Switchback’s product warranty?
Switchback Cyclery does not assume responsibility for warranty of any purchases. All purchases are subject to the manufacturers warranty policies, which will extend only to cover manufacturer defect or recall. Any implied warranty does not cover normal wear and tear on parts such as tires, chains, brakes, cables or in situations where there are no assembly of material defects.  
Where applicable, Manufacturers warranty will cover the cost of the broken part, but not the labour charge that may be required for installation at Switchback.

Can you get me a part if you don’t have it in stock?
Yes. If one of our distributors carries an item you’re looking for but we don’t currently have it, we’d be happy to bring it in for you! Special Orders require a 50% deposit, refundable minus a restocking fee, which may include return shipping to distributor. Deposits on items not regularly stocked at Switchback are non-refundable.

Do you have a Service Agreement on bikes purchased at your shop?
Yes. Switchback offers free basic adjustments for the life of the bike for the original Owner. This excludes wear items like chains, cables, tires, brake pads, etc. where Parts & Labour will apply.

How long can I leave my bike at your shop?
After you are contacted for pickup after service is complete, we ask that you make plans to pick-up your bike in a timely manner. If a bike is left at the shop, we will begin to apply a $1/day storage fee after 2 weeks. After 30 days, Switchback may choose to dispose of my bike as they see fit. Any exceptions to the pick-up agreement must be clearly communicated BEFORE the Work Order is to begin.

I lost the keys to my bike lock. Can you help?
Yes! Hopefully you’ve kept a spare key or recorded the code to send away for replacements. If not, we can cut your bike lock for you, within a limited area of the city. Fees start at $20 and up based on the travel distance from Switchback. We require a photocopy of your ID for lock cutting to discourage foul play.

What bikes do you have?
We’re a small crew and we like it that way. We aren’t able to keep our website up to date to show what bikes and sizes are in stock. Please give us a call the old-fashioned way and we’ll be glad to help you out. Same goes for parts and accessories!

My bike got stolen. Do you have the serial number?
Yes. We record all serial numbers for bikes purchased from Switchback, and register all bikes with Toronto Police.

Service Related Q & A:

How much does a tune-up cost?
Tune-ups vary quite a bit based on the condition of the bike and how many parts need repair, adjustment or replacement.  Your diagnostic report will outline everything well. Each labour item is priced based on time allocation & complexity of the job.

This is more than I expected a tune-up would cost. Why so expensive?
At Switchback, our process is to evaluate each bike in full to bring it up to optimal and safe working order. We’re thorough, and we believe it’s important for you to know what shape your bike is in! We recommend annual service for daily commuters (twice a year for winter riders). This helps keep tune-up costs more manageable. Like someone who hasn’t seen the dentist in a decade, neglected bikes are more expensive to repair! Of course, we will only perform & bill for whichever portion of the recommended parts & labour that you approve. If it’s an old clunker and you only want the bare minimum, we can accommodate that. We can help advise which parts are more crucial than other (loose spokes are a safety issue, worn grips are not).

You repaired my bike and now it’s making a funny sound. What should I do?
We stand by our work and guarantee work performed on your bike. We keep a record of all service performed on your bike(s). Please notify us of any issues you experience within 7 days so that we can make it right for you. That being said, we can’t guarantee longevity of service on a bike if work that we recommend has been declined.
Due to the condition of our city streets, flats can be persistent. Subsequent flat repairs will be done on-the-house only in cases where we determine that a puncture was due to our error.

Can I watch?
For the same reason you shouldn’t peer inside the kitchen doors at Pizza Hut, no. Although we are an open-concept space, we aren’t able to accommodate guests at the workbench, especially during our busiest months (March-August). Our busy mechanics need to be able to concentrate in order to get your bike back to you in a timely fashion. We sometimes have customers come in to chat while we build a custom bike or perform repairs at our discretion.

I have a race this weekend. Can I pick it up tomorrow?
For bikes that require service beyond a pit-stop repair, we service them in the order they arrive at the shop. Turn around times during Spring & Summer are longer, and we ask customers to plan accordingly. We ask that our customers respect the queue, especially during our busiest time of the year. We very reluctantly offer Expedited Service for a surcharge based on the nature of the repair.

Can I fix my own flat at Switchback?
We are a service-focused bike shop, and service is our bread & butter.
We are not a do-it-yourself space and don’t lend tools or have customers work on their bikes in our space. We will gladly do the work for you, or refer you to a local DIY shop if that suits your needs.

Can I leave my lock, helmet and panniers at the shop?
We have a secure bar near the front door where you are encouraged to lock your loose items while your bike is in for repair. Switchback is not responsible for lost locks or helmets.