Shipping policy

Global Shipping

We offer shipping to most countries worldwide. Please contact info@knollybikes.com if you do not see your country as an option.

Frames and complete bikes ship via FedEx. Flat rates are determined by current shipping rates from our carriers. FedEx does not offer delivery to a PO Box or APO address.

Customers in the United States with orders over $2500 USD will receive a follow up email from our team.  US Customs requires a clearance form to ensure there are no delays at the border.

Service parts and soft goods are shipped via Canada Post. 

Duties

Duty, brokerage and country fees (VAT) are paid by the customer on orders outside of Canada & the USA.

Order Status

Orders are processed, shipped, and delivered on business days only.

Please allow 2-5 business days for processing time on parts and soft goods orders. Frames and build kits may take up to 10 business days. A member of our team will reach out to you if there are any issues.

Local pickup orders - hours of operation are Mon-Fri 9am-5pm, however our office is closed to the public. You will receive an email from shipping@knollybikes.com to arrange a pickup time when your order is ready.

Tracking Your Order

We will send you a confirmation email with tracking number when your order is shipped. Transit times vary based on location and delivery service provider.

FedEx tracking numbers to the United States may take up to 72 hours to become active.

Changes and Order Cancellations

Once we have processed an order we are unable to add products or modify the shipping address.

For orders not yet shipped Knolly will issue a refund minus a 10% administration fee.

Refunds through knollybikes.com are not immediate. Please be patient as it will take a few business days for the refund to process and for funds to return to your account. For any processing issues or discrepancies, please contact your bank.

Complete Bike Assembly

Complete bikes ship as a frame with shock installed and separate parts kit.  This kit includes pre-bled (uncut) brake lines, an uncut length of shift/dropper cable housing, tubeless sealant, and all necessary housing/brake fittings/cable management parts. Full assembly is required by the customer, so bicycle specific tools, technical knowledge and mechanical aptitude are necessary to safely build your new Knolly.

We recommend purchasing a complete bike through our dealer network, or with the help of your local bike shop if you do not feel comfortable tackling the build on your own. We do not currently have tech guides available but we plan to offer more service resources to Knolly owners in the future.