Customer support

There are items missing from my order, what do I do?

We dispatch your order from multiple warehouses, depending on what your order comprises of. If the items you ordered are not on the invoice in your first package they will be on their way in another delivery.
My order says 'Processing' on my account, but it's arrived already. What do I do?

The order won't be a duplicate – order tracking updates are run at various times throughout the day so it may take a little time for your online account status to change. We're so quick even the technology can't keep up!

Can I pre-order an out of stock item?

Sorry, it is not possible to place an order for an out of stock item. As soon as the item you wish to order arrives back in stock it will be available for purchase on the site. To receive an email when a product is back in stock please click on the 'Request Email Alert' link beside the stock ID or if you need help to choose an alternative product please get in touch with our Customer Service team
What is your pricing policy?

Applicable taxes are extra based on the location the order is shipped to.

Please note that tax and customs duty may apply for orders to the U.S. For full details please consult your local customs office.

Whilst we do our best to ensure prices are up to date and correct, errors may occur and in this case we'll contact you before your order is shipped.
Do you price match?

We're dedicated to bringing you the best products at the best possible value, and work hard to ensure our pricing is the most competitive it can be, and therefore don't offer a price-matching policy.
Do you offer Financing?

Yes we do offer fincancing, please read more about it here: https://waterloobikeshop.com/financing-available

Will you sponsor me?

We receive an overwhelming amount of requests to assist individual riders or help with sponsorship.

A lot of our customers get involved in cycling charity events and we love to hear about these and give support where we can. Please contact us and send details of what you are doing and for what charity and we will try to put a bit of help your way!