We offer conditional returns at our discretion. Our return policy extends for 30 days from the purchase of your bicycle, and any intent to return or exchange must be initiated with us within 30 days of purchase. We are not able to provide free return shipping back to us, but do offer a discounted label through our CS department. These labels are not able to be purchased until after we have authorized your exchange or return.
All bike returns are subject to review by us before the return is approved.
To initiate your return, please email us following the instructions below.
First step is to send us some images attached via email, along with the order number and your contact info- We need images of the whole bike, close ups of the wheels, tires, and any existing damage; so we can verify the bike's condition before we authorize the return.
At this point we will reply with the next steps for your specific return instructions; please allow 48-72 hours for a reply, and potentially longer between the months of November through February due to busy season.
Bikes shipped back in original packaging material, undamaged and in showroom condition will be eligible for a full refund, less shipping and assembly fees. We will evaluate any returned item and inspect for damage. Up to 20% will be deducted for damage and use where bicycles can not be sold as new. Bikes returned not in the original packaging material, not in a good container, or in multiple boxes will not be fully refunded. Bicycles that have been clearly used, or present damage from riding or shipping will not be eligible for a full refund, and will be charged up to the 20% restocking fee upon our inspection findings.
If you'd like to exchange an item, please place a new order. This will allow us to get the new item shipped quicker and prevent the item from selling out as we are unable to hold items for exchanges. Pack and seal your return securely (in the original package if possible). Packages must be returned prepaid; we cannot accept C.O.D. deliveries. For your protection, please use UPS, Fed-Ex or Insured Parcel Post for shipment. Be sure to email us the tracking number for the return package. All credits will be placed on the credit card or account used for the original purchase. You can expect a 3-5 business day turnaround time for returns/exchanges to be processed once the item/s has been received. Turnaround times will be longer during November thru February. Please allow 1-2 billing cycles for the credit to appear on your statement. For additional information e-mail us at email@example.com