Frequently Asked Questions
Can I change my billing or shipping address after I’ve placed my order?
Email the team at hello@truenorthbikes.com before the order is shipped to update the delivery address.
How can I track my order status?
You will be emailed a tracking number once your order is received and shipped.
How and when will I recieve my refund?
Square refunds typically take between 2-7 business days to process and another 2-7 business days for the funds to post to the customer’s account, making the total processing time 4-14 business days. The final posting time is dependent on the customer’s bank
How difficult is it to assemble the bike myself?
In‑store pickup : Your bike is fully assembled and charged; just ride away.
Home delivery : The bike arrives 95 % assembled and takes about 30–45 min to finish:
Fit front wheel (2 axle nuts)
Bolt handlebar to stem (4 hex bolts)
Mount front light (2 hex bolts)
Torque‑check all fasteners & inflate tyres
- Add any accessories
For best results, have a qualified bike mechanic complete the setup.
How does your 7-day return work?
The customer is responsible for covering the cost of return shipping. To initiate a return, please contact our support team at hello@truenorthbikes.com. We will provide detailed instructions for the return shipment.
I have received the wrong product/I am missing one of my products. What should I do?
Please contact our support team at hello@truenorthbikes.com with your order number and an image of the shipping contents. Our team will ship missing items upon review confirmation.
What are the shipping costs?
We offer free shipping for orders over $100, and flat rate shipping for smaller orders.
What delivery options do you offer?
Pick up orders are usually ready within 4 hours of order confirmation (Tue-Sun during open hours).
Deliveries are shipped within 3 business days and usually arrive in 3–14 days.
What do I need to bring when I pickup my bike through in-store pickup?
Bring your order confirmation email (on your phone is fine), and a photo ID to confirm your identity matches the order.
