FAQs

Q: Can XFIXXI install modification components on the new bike purchase?

Yes, we offer a range of modification options for your new bike purchase. You can select from custom-built components on the product page or contact us for more specific configurations.

Q: What if the Custom Built options don’t include what I need?

If our listed Custom Built options don’t fit your needs, feel free to contact us. We’ll do our best to accommodate your specific component requests.

Q: Do I have to assemble the bike by myself?

Our bikes are shipped 85% assembled. Basic tools and instructions are included for final steps like attaching pedals and adjusting handlebars.

Q: How do I start a return or cancellation?

To start a return or cancellation, please contact our support team with your order number. We'll guide you through the process and inform you of any applicable fees.

Q: How often should I service my bike?

We recommend a general service every 3–6 months depending on usage. For frequent riders, a monthly checkup of brakes, chain tension, and tire pressure is advisable.

Q: How do I find the right bike?

You can use our bike fit guide or contact our team with your height, riding style, and usage goals. We'll help you choose a model that fits your needs.

Q: Do you ship to the US?

Yes, we ship to the US. Shipping fees and delivery times may vary depending on your location. You can calculate exact rates at checkout.

Q: Can I return the bike if I don’t like it after receiving it?

Yes, you may return an unused bike within 7 days of delivery, subject to our return policy and applicable restocking fees. Contact us before initiating a return.

Q: Are there exceptions to return fees?

Return fees may be waived in cases of defective products or shipping errors. Each case is evaluated individually by our support team.

Q: Why is there a processing fee for cancellations?

Processing fees cover administrative and transaction costs incurred when an order is canceled. This helps us maintain efficient operations and customer service.

Frequently Asked Questions

Have questions? We're here to help!

Learn more about XFIXXI.

Question: Can I pick up the order in person?

Answer: Yes, we are located in Markham, Ontario. Although our office hours are listed on Google, we recommend contacting us before heading over for pick up or shopping in person.

Question: Do I have to assemble the bike by myself?

Answer: We provide free assembly for all local deliveries or pickups in person. For mail orders, bikes will be semi-assembled and tuned. The buyer will need to complete a 5-step simple assembly as follows:

STEP 1: Mount the Seat Post
STEP 2: Mount the Handlebar
STEP 3: Mount the Front Wheel
STEP 4: Mount the Pedals
STEP 5: Pump up both tires and get ready to ride.

Question: Can XFIXXI install modification components on the new bike purchase?

Answer: Yes, we are more than happy to install our modification products along with your new bike purchase.

Question: What if the Custom Built options don’t include what I need?

Answer: No problem! If you don’t see the exact configuration you’re looking for in our Custom Built options, you can:

Add your request in the Checkout Note section
Or message us directly via chat or email

We’ll review your request and send you a custom quote or update your order based on your needs.

Contact us at: info@xfixxi.ca or use our Contact Us form.

Question: Can I coast without peddling on XFIXXI bikes?

Answer: Yes, all XFIXXI bikes can be coasted without peddling.

Question: How often should I service my bike?

Answer: We recommend bringing your bike back for a free 1st checkup after the initial 150 to 200 km of riding. After that, service your bike at least once a year or every 1000 to 1200 km of riding, whichever comes first.

Question: How do I find the right bike?

Answer: We're here to help. You can shop bikes online, in-store, and contact us with any questions on sizing, bike models, availability, or anything else on your mind. We can make buying a new bike fun and easy.

Question: Can I cancel my order before it ships?

Answer: Yes! Orders that haven't shipped yet can be cancelled. A 5–10% processing fee may apply, depending on the payment method used.

Question: Can I return a bike after it has shipped?

Answer: Yes, you can return a bike, but the following will apply:

A 20% restocking fee
A 5–10% processing fee
Original shipping fees are non-refundable
Return shipping is the customer’s responsibility

Question: Can I return the bike if I don’t like it after receiving it?

Answer: Quality and service are always our top priorities. To minimize the chance of shipping bikes with manufacturing defects, we inspect and fine-tune every single bike on-site before handing it over to our customers. In the event of any defects during transportation, we accept returns or exchanges. Simply provide clear photos or videos to explain the issue, and we will do our best to assist. Returns or exchanges for personal reasons will not be accepted. For more details, please find “Return & Refund”.

Question: Why is there a processing fee for cancellations?

Answer: Payment platforms like credit cards, Sezzle, and Affirm charge non-refundable fees on each transaction. The 5–10% processing fee helps us cover those costs when a refund is issued.

Question: What if you shipped the wrong size, color, or product?

Answer: If it’s our mistake, we’ve got you covered. We will:

Cover the return shipping
Send you the correct item or issue a full refund

Question: Are there exceptions to return fees?

Answer: To keep our prices competitive, we cannot absorb return shipping or restocking fees unless the issue is confirmed to be on our end.

Question: How do I start a return or cancellation?

Answer: Please email us at info@xfixxi.ca or use our Contact Us form. Include your order number and the reason for the return or cancellation. We'll take care of the rest!

Question: Can I get some credit for the original bike parts if I order modified components along with my bike purchase?

Answer: We are happy to offer some credit for selected original bike parts. Simply add everything you need to the shopping cart and contact us before checking out. We will provide you with a special-order link for the final order with the component trade-in discount.

Question: Do you ship to the US?

Answer: Yes! XFIXXI now officially ships directly to customers in the United States.

Question: What are the shipping and customs fees to the US?

Answer: For all orders to the US:

Flat Shipping Rate: CA$50 per order
Tariff Fee: Automatically calculated at checkout

Due to the cancellation of the de minimis exemption and updated US import tariff rules effective May 2025, a tariff fee will now appear at checkout. This helps ensure smooth customs clearance and full pricing transparency before you place your order.

Question: Will I be charged in Canadian or US dollars?

Answer: All prices are listed in Canadian Dollars (CAD). At checkout, Shopify automatically converts your total into USD based on the latest exchange rate.

Question: How long does shipping to the US take?

Answer: Orders are shipped with tracked service and typically arrive in 7–10 business days, depending on your location.

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