What is VELOcare?

VELOcare is an in-house coverage program that is included with all new bicycles purchased at VELO Moncton. VELOcare is reserved for use by the original owner of the bicycle. Second hand bikes, second owners are not covered under this program.

How long is my bike covered for?

• E-Bikes = 2 years from date of sale completion.
• Non E-Bikes = 1 year from date of sale completion.

*NOTE: VELOcare time is not used between the time a deposit is placed on the bike and picked up.

What is covered?

• Gear / brake adjustments.
• Safety check of bike.
• Manufacturer defect causing the failure of part - replacement of part including labour is covered. There are limitations to this program. See full explanation below as to what is covered and for how long.

How do I request work to be completed on my bike?

See our service desk in store for all your VELOcare needs.

My bike has a creak. Is that covered?

Creaks are covered for 30 days from the date of purchase. Creaks are usually a byproduct of cleaning, lubrication and humidity changes. Creaks beyond 30 days are deemed a chargeable service to remedy.

My brakes squeak. Can this be fixed?

During the purchase of your new VELO bicycle, we advise as to how a ‘bed in’ procedure is completed by you on your first ride. Squeaky brakes are a byproduct of improper ‘bed in’ or that the rotor / pad have been exposed to cleaners or other organic materials that contaminate the area. To remedy squeaking when brakes are applied, the replacement of pads / rotors is required. This is not covered under VELOcare.

My bike is equipped with hydraulic disc brakes. Occasionally, when I apply the brake, my lever will travel to the bar and my braking power is reduced. Can this be fixed?

Yes. From time-to-time hydraulic brakes require a bleed. Air can enter the system for a variety of reasons. Beyond 30 days of purchase, unless because of a defective part, brake bleeding is not covered under VELOcare. Note: as a standard rule, brake bleeds should be completed annually for optimal braking performance.

My wheel is out of true after I hit an object on the trail. Is this covered?

No, wheel truing is not covered. VELO can offer wheel truing services at minimal cost.

I had a crash and my rear derailleur is bent a bit. It looks like the hanger (the piece that connects the derailleur to the frame) is bent. Can that be fixed? Is it covered?

Derailleur hangers can be realigned and should be frequently checked to ensure proper shifting. Alignment of hangers post-crash or impacts to derailleur is not covered under VELOcare. We can perform this service with minimal cost.

Does VELOcare cover the installation costs of accessories?

No, we offer a service to install any accessories purchased at VELO or elsewhere for a nominal fee.

My child was just riding along on his bike and the derailleur went into the spokes. Is this normal?

No. A derailleur cage will contact the drive side spokes of the rear wheel only when the derailleur has been impacted and slightly bent inwards. It is important to inspect your drivetrain post-crash or each time the bike falls over. These repairs are a byproduct of impact to the bike and are not covered under VELOcare. VELO can offer repair services to remedy these issues if they arise.

My chain broke when riding. Is this covered?

A VELO service staff will investigate the reason for this. A heavy shift or a rock lodged in the chain are sometimes the reason that a chain breaks. If it is a result of assembly or part failure, we will cover the repair for the duration of your after sale service. Chain wear is not covered under any coverage. A chain should be cleaned and lubricated every 100 kms of riding and replaced every 1500 kms of riding. Certain conditions can shorten the lifespan of your chain. See in store for assessment at any time.

I don’t have storage for my bike, so I leave it outside under my deck. Are issues associated with storage covered under VELOcare?

No. Bikes must be cleaned, maintained and stored in a dry location. Corrosion, rust, water damaged bikes are not covered under any after sales service program.

My bike is a few months old and the freehub body (part under the rear gears that goes tick, tick, tick) seems to skip a beat sometimes and makes some noise. Can I get it serviced?

Yes, 100% VELO can service this item. Labour charges are applicable for the service of this wear item on your bike. In the even that there is a vendor supplied replacement part, the cost of the part will be $0. Labour will still apply.

I brought my bike in for adjustments and they advised me that my rear tire is worn out, my chain is 95% worn and one of my cables is corroded. The bike is 6 months old and I have 2000kms on it. Is it covered?

No, the repairs for use of bicycles are not covered under the VELOcare plan.

I got a flat tire. Can I bring it in for repair?

We are ready to help you with the repairs on your bike. From time to time, a tire will pick up a nail, staple or piece of wire. This will cause a flat due to a puncture. The replacement of tube, labour and tire, if required, is not covered under your after-sales service coverage.

NOTE: Tire pressure maintenance is critically important. Flat tires can occur when the pressure is not sufficient. The compression of the tube between the rim and ground causes a ‘pinch flat’. Maintain tire pressures monthly. See side of tire for recommended tire pressure maintenance.

I have a full suspension bike. The pivots come loose sometimes. Is there a problem?

No, there is no problem. Suspension pivots require maintenance just as a chain or brake pads do. They should be checked for tightness (to torque spec) every 5 rides. If a part is lost / missing we can source the part at a cost and install it with a minimal labour fee.

My suspension seems to not be working correctly. Can this be fixed?

Suspension brands offer differing warranty timelines. All suspension service is completed by the brand (i.e. Rockshox or Fox). You are responsible for the shipping, processing and labour costs associated with warranty or service on suspension components. Suspension components are not covered under VELOcare.

My frame is cracked. Is this covered?

Frames are covered under a very specific warranty. The coverage timeframe differs by brand. In the event of a broken frame, we will facilitate the process with the brand. Any costs associated with swapping frames has a fee for the service. Consumers are not permitted to complete frame swap themselves.

My bike was stolen. Will VELOcare cover the replacement with a new one?

No. Consult with your home insurance provider prior to the event of theft to ensure you are covered.

My bike was stolen but I got it back slightly damaged. Can VELOcare cover the cost of repairs / adjustments post theft / return?

No. All costs associated with repair / adjustments post-theft return are chargeable.

My VELOcare after sales service coverage has expired. Can you still help me with repairs?

Yes, once your coverage has expired, we are still here to help with all things bicycle. We can provide repair services for your bicycle going forward at a nominal cost.

I didn’t buy my bike from VELO. Can I still get VELOcare or any after sales service?

We offer service on all makes and models of bikes. In some cases, parts are proprietary to a brand and we are not able to perform repairs. Bring your bike in for an assessment and we will provide the costs and timeline to complete your repair. VELOcare is reserved exclusively to the original owner of the bicycle purchased at VELO Moncton.

What are wear and tear parts?

Wear parts are described as anything that moves, rotates or is attached to said part. i.e. chain, gears, bottom bracket, headset, cables etc. Some items require regular replacement due to use. These parts and the associated labour are not covered under VELOcare. Regular service items such as creaky headset, noisy bottom brackets, alignment of derailleur hanger etc. are a chargeable service and are not covered under VELOcare.

CAUTION - Abuse / Lack of maintenance

From time to time, we see bikes that are abused, not maintained or used in an application or manner that is not what it was intended for. VELO reserves the right to refuse complimentary after sales service work under VELOcare. In most cases, bikes can be repaired in a customer pay scenario.

NOTICE – Brand parts supply / business continuance

In rare cases, brands are not able to support the supply of after sale service parts. VELO (VELOcare) does not assume the risk associated with such an event. If in the case a brand is no longer in business or cannot supply parts, VELOcare and any warranties are null and void. VELO will provide a fair cost effective solution and will be dealt with on a case by case basis.