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 Canpar or UPS. Flat rates are determined by current shipping rates from our carriers. Our carriers do not offer delivery to a PO Box or APO address.

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.

US Customs and Border Patrol require a SSN for any shipment to the United States over $2500. This allows them to track the entrance of high value shipments into the country. They do not use this to apply any taxes, duties, or brokerage. Knolly bikes assumes all importation fees to USA Customers. UPS/US Border Patrol will directly contact you for this information once the shipment arrives at customs. Quick response is needed to avoid a delay or return of the shipment, so please be attentive. Failure to provide this information will result in the shipment being returned to the sender. The customer is responsible for any additional charges to reship the order.

Service parts and soft goods are shipped via Canada Post. 

Duty and Brokerage

Knolly is responsible for all import costs, including duties, tariff and brokerage fees by collecting the system determined amount from the customer at the time of purchase.

Country Fees (Taxes and VAT)

Country fees (Taxes and 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.

Fulfillment & delivery times listed above can vary, especially during sales and around Canadian holidays.

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.

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

Changes and Order Cancellations

For orders not yet shipped Knolly will issue a refund minus 5% to cover administrative fees. These fees are charged automatically when an order is placed and cannot be claimed back under any circumstances. This includes accidental order placement.

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.

Returns

Once an order is shipped it cannot be modified. Returns will be accepted with a 10% restocking fee. The frame and components must be in new, unused condition - this includes assembly.

The customer is responsible for shipping and associated fees with returning any unused items. Knolly staff will review all returned parts to ensure there was no damage from transit before issuing the return.

Complete Bike Assembly

Complete bikes ship as a frame with shock installed and separate parts kit.  This kit includes uncut fork steerer, 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.