Frequently asked questions

Shipping

We use various carriers as outlined in our shipping section. Your order tracking number will be provided to you in the shipment confirmation email. Customers are also encouraged to sign up for the Shop App which will provide the fastest order and shipping updates.

Orders above $99 before tax qualify for free ground freight. Shipping charges on orders below $99 before tax are: Ground freight $19.99 (shipment times vary by region). Expedited Freight $39.99 (shipment times vary by region)

When an order has been placed on our site (checkout has been completed and you receive an order confirmation email from us), our warehouse will ship the item(s) within 1 business day for express shipping and 2-4 business days for ground shipping (our warehouse is open Monday - Friday excluding holidays).

Once shipped from our warehouse, the estimated arrival time for an order is within another 1-2 business days for express shipping options.

For ground shipments, the estimated arrival time for an order is within another 3-6 business days.

Please note that we cannot guarantee arrival times of our carriers once the package ships.

Unfortunately, we do not ship to international addresses. Our site does not accept international cards and we are unable to accommodate each country’s customs and duties requirements.

We have three distribution centers, one in California, one in South Carolina and one in Peterborough, ON. Your order will fulfill from the closest distribution center to you that has the item you ordered.

Unfortunately, we are unable to ship to PO boxes or APO/FPO addresses, due to carrier limitations.

Unfortunately we are unable to cancel or modify orders after that have been submitted

We do not ship to Freight Forwarders under any circumstances.

You will be emailed the tracking number shortly after your order ships. To track your package, follow the tracking link in your email or input your tracking number into the carrier's website.

No. Your order will only contain a packing list that does not contain the price. All invoicing information is sent to your email address.

Returns & Exchanges

New and unused merchandise may be returned via returns.ridecanada.shimano.com with the original tags attached & all original packaging for free up to 30 days from the date of purchase for a refund (less original shipping). A credit will be issued to the original credit card for the item(s) amount, less shipping and handling.
Please enclose with the return the documents provided during the return process flow at returns.ridecanada.shimano.com. Head over now to begin the free return/exchange process.We can only accept returns for purchases made through Ridecanada.Shimano.com.

Exchanges for a different item, color or size may be submitted through our Returnly portal here within the 30 day return/exchange window. Please note that availability of an exchange is based on current inventory at the time of submission.

If you receive any defective or incorrect items, You may begin the free returns process at returns.ridecanada.shimano.com.

You will receive a free shipping label once the returns process is complete through our Returnly portal. Please bring your packaged item with the provided shipping label attached to a local UPS store or call them for a pickup.

Upon receiving your returned product at our warehouse via Returnly, we will assess the product condition to ensure it is new and unused and with original tags. If approved, we will process the credit to your credit card within 2-5 business days. Please note that it will take most banks 5-7 business days for the credit to be reflected in your available balance after the step has been completed.

In most cases it will take most banks 5-7 business days for the credit to be reflected in your available balance after you receive your email notification. The refund will show as SHIMANO

If you have any questions regarding your return :
* Message us via the Contact Us page
* Call us directly at 1-866-534-4320 Monday-Friday between 8:30 am and 5 pm EST

Ordering Questions

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All
billing addresses must be in Canada. The billing address you enter must match
the address your bank has on file; we send this information to your bank for
verification, and we cannot override their response if it does not match. If
you feel you are entering your address correctly, please call the 1-800
number on the back of your card, ask for either the Fraud or Authorizations
Department and have them verify what your address is on file. If you have
more than one address on file (most common with PO Boxes and after moving to
a new home) one of those addresses will likely need to be deleted from the
bank’s system. Please use the exact address they provide for your billing
address.

Did
you have any errors while checking out? If so, the charge you are seeing is
most likely a pending charge from the failed checkout attempt and will
disappear within 1-3 business days. If you are unsure if
the charge is pending, please message us via the Contact
Us page. In your email,
please include the name on the card and the date of the attempted
transaction.

We charge your card once your order is shipped.

If you
want to use a Visa/AMEX/MasterCard gift card on the site, you will need to
register it with Visa/AMEX/MasterCard. This is necessary because our site
will check for the AVS address and zip code. Please also be sure to retain
the gift card in the case of a return. We credit the card used for payment,
so if you throw away the gift card, you will have problems accessing the
refunded amount from your return.

We
accept Visa, Mastercard, and American Express.

No. We
do not offer gift cards at this time.

Yes.
We've taken several steps to ensure all information received from our online
visitors is secure from unauthorized access and use. All transactions are
completed on a secure server. In secure mode, your computer and our server
send data back and forth in an encrypted format.

Orders
cannot be changed or cancelled once submitted. We encourage customers to
utilize our free return or exchange portal if needed post purchase.

No. We
do not price match other retailers.

Product Questions

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First,
measure each foot’s length in centimeters.Base your sizing on your larger foot.You can find brand specific size conversion charts with each shoe
available here.If your foot shape is
on the wide side, consider choosing 1 size larger.If your foot is especially wide, consider
choosing up to 2 sizes larger.

Cycling
shoes are designed to keep your foot stable and to minimize power loss when
pedaling hard.
A properly fit cycling shoe has a slightly different feel than your typical
athletic shoe. It should be quite snug in the heel area without putting
excessive pressure on the instep. Your arch should be snug and feel
supported. The shoe should offer a bit of toe room and allow your toes to
wiggle slightly.
You may feel some heel slippage when walking. This is due a stiff sole. If
you feel excessive slippage, try a smaller size.
When evaluating a cycling shoe for its overall comfort make sure there are
no seams irritating your foot and that the straps do not cause pain or exert
too much pressure. You should not have large areas of gapping or folds in the
material in a well-fit cycling shoe.

Some
replacement items are available on the website.Please contact us if the item you are
looking for is not available.

No.
Unfortunately, the product warranty is only valid for the original purchaser.

A
cycling shoe’s sole is engineered to support your foot in a stable position
and distribute pressure from the pedal with little flex while pedaling.Therefore, it does not flex like most
footwear when you walk in them.

Warranty

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All
product sold on ShimanoIndoor.com carry a warranty covering defects in
workmanship or materials.Shimano
Indoor Cycling will replace or repair, at our discretion, free of charge any
non-confirming item.
SHIMANO shoes are covered for 1 year from the date of original
purchase.
SHIMANO pedals are covered for 2 years from the date of original
purchase.
If you have questions regarding the warranty coverage message us via the Contact Us page, call us at
1-800-460-3070, or refer to your owner's manual.

Warranties are traditionally processed and
replacements shipped within 3-4 business days of receipt. However, repairs
can take several weeks and the correct inventory is not always immediately
available. If you would like to check the status of an item that you sent in
for warranty service, please message us via the Contact
Us page. In your email, please include your name,
street address, a description of the item, and the tracking number for your
shipment.