How to shop at West Hill during COVID-19
Frequently Asked Questions
Shopping And Repair Service Info
Q: Are you open and how do I shop for what I need?
A: Yes. We are currently "open" on a limited basis for curbside pick-up/drop-off and over-the-phone or email sales assistance (although the front door is locked). We are not open to the public for browsing. We have recently reduced just our sales hours to 10-6 Mondays, 10-6 Fridays, and 10-5 Saturdays. Our service department is still open for emails, calls, and bike and bike parts drop-off/pick-up Monday-Friday 10-6 and Saturdays 10-5. Your web orders will be fulfilled six days a week.
Currently, we are not letting customers inside. All pre-arranged interactions will take place outside in our front yard, so we can maximize social distancing. You must wear a mask. We can assist you with shopping for a bike, accessories, or parts by contacting us via phone - 802-387-5718, email or website. If you need something specific, please let us know ahead of time when you'll be coming by and be prepared to wait, as there may be appointments ahead of you. Test rides require an appointment. The day of your test ride you must wear a mask. We have Nitril gloves and hand sanitizer. Bring your helmet and pedals if you wish. Bike repairs are by appointment only. Read more below as service scheduling has recently changed.
Q: How do I get my bike repaired?
A: We have resumed our normal bike service scheduling. Call 802-387-5718 or email David in advance to make an appointment for your bike. Due to COVID-19 and the huge nationwide demand for bicycles and bicycle parts, industry supply chains have been effected. Many, if not all, of our suppliers are out of common repair parts and there are currently no firm ETAs on the arrival of these parts. At the same time, we are seeing a much higher than average service repair volume. Consequently, our next available appointment may be out a couple weeks, so if you can, plan ahead. Thank you for your patience and understanding.
Placing an Online Order
Q: How do I find the right bike?
A: We're here to help. You can shop bikes online, and contact us with any questions on sizing, bike models, availability, advice, or anything else on your mind. We can make buying a new bike fun and easy, even over the phone! Initially, it's best to make a phone appointment with us via email - firstname.lastname@example.org, so we can give you our full attention and narrow down the choices. Give us your phone number and the best time to call you back. If you want to know what bikes we have in stock currently, filter by "In our store now." These bikes are available to test ride.
Q: How do I pick the right accessories for the bike I’m ordering?
A: While shopping for a bike online, you can also explore our selection of apparel and accessories. Filter by "In our store now" if you want something the same day or don't have time to wait a week. We have lots of the key essentials hanging in our shop right now and are happy to show them to you. Give us a call if you have any questions. Common accessories with a new bike include a water bottle and cage, kickstand, helmet, lights, bags, a pump, and phone holders.
Q: Will my bike come assembled?
A: Yes. Your bike initially arrives to our shop from the supplier in a box, un-assembled. Our expert West Hill Shop service technicians will meticulously assemble it and test ride before it goes home with you.
Q: What happens if I order the wrong size?
A: Most products we sell can be returned within two weeks, except bikes. If you are unsure what size bike to order call us first! We will do our best to resolve any sizing issues you may encounter. Although our bike fitting studio is not open right now, we can make minor fitting adjustments to your new bike. It could make the difference between feeling "not so sure" to feeling "just right!"
Q: Are pricing and availability accurate on your website?
A: Our website is connected directly to our store inventory, along with inventory from our most trusted suppliers. With rare exceptions, if you see that an item is in stock on our website, then it is available to order. However, due to increased demand, many bikes are selling quickly and may be unavailable when an order is processed. We will contact you after you make your purchase if we encounter any issues.
Receiving My Online Order
Q: Do you offer curbside pickup?
Yes. We are offering curbside pickup for all products. If you filter by "In Our Store Now" we can turn your order around the same day. We will contact you when your order is ready. If you are not local we can ship to you.
Employee Safety Information
Q: How are you keeping your employees safe?
A: The safety of our employees, our customers, and our community, is our top priority. We’ve undertaken the following safety protocols in accordance with CDC recommendations to keep our team and visitors safe.
- Face masks and social distancing
- Frequent hand washing and cleaning
- Gloves and hand sanitizer dispensers available to customers
- No customers in the shop. All interactions are outside.
- Team members who are symptomatic or have had probably exposure to someone who is sick are asked to stay home