Shipping policy

At Kona, we strive to provide a smooth and seamless shopping experience for both bike and non-bike purchases. Below are our policies and procedures for shipping and handling.

 

Kona Ride Online (KRO) – Bike Purchases

Once you confirm your Kona Ride Online bike purchase, you will receive an email confirmation verifying that your order has been received and your bike is available to ship to the Kona dealer of your choice.

Shipping and Handling for Bikes

  • Shipping Fee: All bikes carry a $75 shipping and handling fee, covering delivery to your selected Kona dealer.
  • Order Processing and Dealer Assembly:
    • If the dealer has your bike, size, and color in stock, it will be ready for pick-up within 2 business days.
    • If not, your bike will ship from our factory in North Vancouver, BC, within 2 business days via Ground Freight and take 2-7 business days to arrive.
    • Once the bike arrives, your dealer will professionally assemble it within 2 business days and notify you when it’s ready for pick-up.

Important Notes for Bike Orders

  • Bikes cannot be shipped directly to your home. They must be delivered to a Kona dealer for assembly and pick-up.
  • Sales tax for the province where your dealer is located will be applied to your total purchase price.

 

Non-Bike Purchases

Non-bike items—including parts, accessories, and apparel—are shipped directly to your home. Orders under $100 have a flat $15 shipping fee; orders of $100 or more ship for free.

Order Processing

  • Orders are processed and shipped within 1-2 business days of order confirmation.
  • A tracking number will be provided once your order ships, allowing you to monitor its progress.

 

Separate Transactions for Bikes and Non-Bike Items

Due to shipping limitations:

  • KRO bike orders cannot be combined with non-bike purchases in the same transaction.
  • If you are purchasing a bike and non-bike items, these must be completed as two separate transactions.

 

Returns and Refunds

For Bikes

  • A 20% restocking fee applies to returned bikes to cover re-packing and return costs.
  • Bikes must be returned in pristine, unridden condition to qualify for a refund.

For Non-Bike Items

  • Non-bike items can be returned within 30 days of purchase.
  • Items must be returned in new, unused condition, with original packaging and tags.
  • Customers are responsible for return shipping costs unless the return is due to a defect or error on our part.
  • Refunds will be issued to the original payment method within 10 business days of receiving the returned item.

 

Contact Us for Assistance

If you have any questions or need support with your order, please contact our customer service team:

Email: support@konaworld.ca

 

We’re here to ensure your experience with Kona is as smooth and enjoyable as your next ride. Thank you for choosing Kona!