Customer Support / FAQ's

Need some assistance or have a question? 

At Twilight Forest we are always happy to help! If you have a question, please feel free to fill out the form on this page and we will be sure to get back to you as soon as we can.   

Here are some links to answer some typical questions:

1 Operating hours in Summer and Winter?
1.1 Summer operating hours
The following are only guidelines as our working hours can vary depending on holidays and weather.  Please check out our home page for updates on working hours regularly.  Our booking calendar will be always updated and will not allow you to book any equipment if the shop is closed for holidays.  
From May 1st to October 15th (Weather permitting)
Monday  - 4pm to 8pm (Bikes only)
Tuesday - 9am to 8pm (Kayaks only)
Wednesday - 4pm to 8pm (Bikes only)
Thursday - 9am to 8pm (Kayaks only)
Friday  - 9am to 8pm (Bikes only)
Saturday - 9am to 6pm (Bikes only)
Sunday - 9am to 6pm (Bikes only)
Deliveries to your home or other locations can be arranged for early mornings and after hours via e-mail to try to accomodate your needs for full days, full weekends and full weeks rentals.  
1.2 Winter operating hours
The following are only guidelines as our working hours can vary depending on holidays and weather conditions.  Please check out our home page for updates on working hours regularly.  Our booking calendar will be always updated and will not allow you to book any equipment if the shop is closed for holidays.  
Fat Bikes and Snow Shoes - From October 15th to March 31st (Weather permitting)
Monday  - By appointment only 
Tuesday - By appointment only
Wednesday - By appointment only
Thursday - By appointment only
Friday  - 9am to 4pm 
Saturday - 9am to 4pm 
Sunday - 9am to 4pm 
Deliveries to your home or other locations can be arranged for early mornings and after hours via e-mail to try to accomodate your needs for full days, full weekends and full weeks rentals.  
2 How to dress for biking and kayaking
2.1 Trail biking in spring and fall

• Wear comfortable pants or tight pants that can block the wind or shorts if you feel comfortable wearing them in cooler temperatures.  Just be mindful that your legs may get cold with the wind and speed of the bike, and although usually your legs get warm while biking, if the temperature is too low, they may not get warmer easily. 

• Wear layers so you can take them off or put them on according to the conditions.  A base layer of synthetic material is recommended as it usually dries quickly and helps remove moisture from your body.  A mid layer such as a fleece jacket or a wool sweater is usually not necessary if you have a wind proof jacket, but it can be very helpful to keep you warm if you can carry that on your bag.  Finally, always carry a rain jacket, a wind breaker or a wind proof vest in case that you can open up for ventilation. 

• Wear biking gloves or any kind of gloves that can block the wind.  The last thing you want is to have a pair of cold gloves making your hands very cold!  If your gloves are wet, consider drying your hands first and ride without gloves to try to avoid getting colder.  You can always carry an extra pair of gloves to switch to in case your first pair gets wet. 

• Wear a light toque (hat) under your helmet or at least carry it in case you need it.  Cold wind can be unbearable if your ears and head are not protected from it.   You can always wear an earband or a neckband to keep your neck and ears warm and protect them from the wind.   

• Wear comfortable socks and comfortable shoes in case you need to unmount your bike and walk for any reason.  

• Always be mindful of weather conditions and check what is the expected temperature to dress accordingly. 

• Apply sunscreen and bring it with you to reapply regularly to protect you from the sun  Wearing sunglasses can help you to protect your vision as well as protecting you from hitting branches inadvertently.  

2.2 Trail biking in summer

• Wear comfortable shorts made of fast drying material or tight lycra shorts.   

• Wear layers so you can take them off or put them on according to the conditions.  A base layer of synthetic material is recommended as it usually dries quickly and helps remove moisture from your body.  Always carry a light jacket or a rain proof vest in case that you get rain or if you feel that you need some extra warmth while riding or protect you from insects. 

• Wear light biking gloves if you would like to have extra protection in case you fall or to protect your hands from hitting branches.  You can always carry an extra pair of gloves to switch to in case your first pair gets wet. 

• Wear comfortable socks and comfortable shoes in case you need to unmount your bike and walk for any reason.     

• Always be mindful of weather conditions and check what is the expected temperature to dress accordingly. 

• Apply sunscreen and insect repellent and bring it with you to reapply regularly to protect you from the sun and insects.  Wearing sunglasses can help you to protect your vision as well as protecting you from hitting branches inadvertently.  

2.3 Trail biking in winter

• Wear comfortable pants or tight pants that can block the wind and wear an under layer to provide warmth to your legs.  Be mindful that your legs may get cold with the wind and speed of the bike, and although usually your legs get warm while biking, if the temperature is too low, they may not get warmer easily. 

• Wear layers so you can take them off or put them on according to the conditions.  A base layer of synthetic material is recommended as it usually dries quickly and helps remove moisture from your body.  A mid layer such as a fleece jacket or a wool sweater is usually necessary in winter.  Finally, always wear a light jacket in case that you can open up for ventilation so you do not overheat. 

• Wear biking gloves or any kind of gloves that can block the wind.  The last thing you want is to have a pair of cold gloves making your hands very cold!  You can always carry an extra pair of gloves to switch to in case your first pair gets wet. 

• Wear a toque (hat) under your helmet and carry a spare one in case you need it.  Cold wind can be unbearable if your ears and head are not protected from it.   You can always wear an earband or a neckband to keep your neck and ears warm and protect them from the wind.   

• Wear comfortable extra warm socks made of wool or merino wool and comfortable shoes in case you need to unmount your bike and walk for any reason.  Wool can keep you warm even when it is wet.   

• Always be mindful of weather conditions and check what is the expected temperature to dress accordingly. 

• Apply sunscreen and bring it with you to reapply regularly to protect you from the sun  Wearing sunglasses can help you to protect your vision as well as protecting you from hitting branches inadvertently.  When snow is present, it is particularly important to wear sunscreen and sunglasses to protect from the UV rays reflecting on the snow.  

2.4 Kayaking in hot weather

• Wear comfortable shorts that can get wet but dry quickly or a swim suit.  Just be mindful that your legs may get sun burnt, so wear plenty of sunscreen.   

• Wear layers so you can take them off or put them on according to the conditions.  Even when it is warm, wind can be a factor to drop temperature a few degrees.  A long sleeve base layer of synthetic material is recommended as it usually dries quickly.  Always carry a rain jacket or a wind breaker in case the weather turns rainy, misty or windy. 

• Wear neoprene gloves to prevent blisters if you are not used to paddling often.  If you decide not to wear gloves, be mindful of the condition of your hands rubbing the paddle and always try to have a firm grip to hold the paddle to prevent unnecessary friction that can cause the blisters.   

• Wear a hat or a baseball hat that can dry quickly or at least carry it in case you need it to protect you from the sun.  It is also handy in case you get rain or mist. 

• On warm weather you do not usually need any boots or water shoes, but if you have them they are a nice addition to help you walk on the sand or rocks while getting in and out of your kayak.  

• Always be mindful of weather conditions and check what is the expected temperature to dress accordingly. 

• Apply sunscreen and bring it with you to reapply regularly to protect you from the sun as the water tends to reflect a lot of the UV rays onto you while paddling.  Wearing sunglasses can help you to protect your vision as well.  

2.5 Kayaking in cool weather

• Wear comfortable pants that can get wet but dry quickly or shorts if you feel comfortable wearing them in cooler temperatures.  Just be mindful that your legs may get cold and once you are on your kayak, they may not get warmer easily. 

• Wear layers so you can take them off or put them on according to the conditions.  A base layer of synthetic material is recommended as it usually dries quickly.  A mid layer such as a fleece jacket, a wool sweater is very helpful to keep you warm even if they get wet.  Finally, always carry a rain jacket or a wind breaker in case the weather turns rainy, misty or windy. 

• Wear neoprene gloves or any kind of gloves that can get wet but are water resistant.  The last thing you want is to have a pair of cold gloves making your hands very cold!  If your gloves are wet, consider drying your hands first and paddle without gloves to try to avoid getting colder.  You can always carry an extra pair of gloves to switch to in case your first pair gets wet. 

• Wear a toque (hat) that can dry quickly or at least carry it in case you need it.  Cold wind can be unbearable if your ears and head are not protected from it.   It is also handy in case you get rain or mist to protect your head from getting cold. 

• If you have neoprene boots, bring them along, so you can get your feet wet when getting in and out of the kayak, but they will keep your feet warmer and more comfortable.  If you do not have neoprene boots, then carry a warm pair of socks and a light towel in your gear so you can dry your feet and put the socks on once you have settled on the kayak. Bring an extra pair in case your first pair gets wet. You can always cover your feet with your towel so it absorbs the water that splashes while paddling. 

• Always be mindful of weather conditions and check what is the expected temperature to dress accordingly. 

• Apply sunscreen and bring it with you to reapply regularly to protect you from the sun as the water tends to reflect a lot of the UV rays onto you while paddling.  Wearing sunglasses can help you to protect your vision as well.  

3 Biking on trails - rules and guidelines
3.1 York Regional Forest Rules

RULES OF THE FOREST
Appropriate etiquette among trail users makes for a better experience for everyone.

Follow the “3 Cs”: Common sense, Communication and Courtesy.

• Right of Way

• The most mobile users should yield the right of way.

• Cyclists should yield to everyone

• Hikers and dog walkers should yield to horses

• Always wear an approved helmet

• Stay on the trails

• Slow down and yield to others

• Let others know you are approaching them from behind

• Avoid using trails after heavy rainfall or wet periods, especially in the spring

• Leave nothing behind but tracks

• Be courteous to other users

For more information open the Everyday Guide to the York Regional Forest

4 Safety and what to do in case of emergency
4.1 Safety guidelines in the forest and on the water

• Always wear your protective gear as recommended by the rules and regulations of your sport (For example, helmet, life jacket, safety glasses and gloves).

• Never attempt to perform dangerous acts while on the trails or on the water. 

• Stay on the trails and close to shore.

• Be mindful of the weather as it can change at any moment.  If the weather changes, return to the drop off location as soon as possible.   We will try our best to accomodate and early return of the equipment. 

• If you have a cell phone, always carry it with you and ensure it has enough battery to call emergency services at 911.

• Ride or paddle according to your physical limitations and abilities.  Never go beyond your limits. 

• Remember that you use the equipment, trails and water at your own risk and plan accordingly.

• Be mindful of your surroundings and other people, animals and objects on the trails and on the water and avoid collisions.  If the collision is unavoidable, stay on the scene to help others and call 911 to receive assistance.

• Ride and paddle according to the weather conditions and stay safe on the trails and on the water.    For more information check and follow the Boating Safety Rules published by the York Regional Police. 

• Always obey the traffic rules when crossing streets, intersections or when riding on the streets.  Bicycles are considered vehicles under the Ontario Traffic Act and you can get a fine if you do not follow the road signs and regulations as if you were driving a car.  For more information check and follow the Bicycle Safety Rules published by the York Regional Police and the York Region Cycling Handbook.  

4.2 What to do in case of emergency?

• Please call 911 to ask for immediate help and let them know the address of the regional forest tract or trail location where you are at.  Typically each trail in Ontario will have a 911 address, so make sure you write it down and carry it down with you so you can communicate it to the emergency teams in case you call 911. 

• If possible, please call us at 905-888-6659 so we can assist in getting the emergency response teams to the location where you are.  Please notice that we are not qualified to provide medical or emergency assistance in the case of an accident, and only crews dispatched by 911 can do so.  

• Always use caution when riding a bicycle or paddling a kayak, wear the recommended safety equipment and stay safe. Your safety is a top priority!

Contact us
* Required fields
By using our website, you agree to the use of cookies. These cookies help us understand how customers arrive at and use our site and help us make improvements. Hide this message More on cookies »