Shipping & Returns

Returns

Our policy generally lasts 30 days. If 30 days have gone by since your purchase, please contact us with your concerns before attempting to submit an RMA or sending merchandise back to us.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:

  • Gift cards
  • Downloadable software products
  • Some health and personal care items
  • Undergarments
  • Complete Bicycles that have suffered abuse or neglect or with damage not due to our error
  • Car racks with signs of use
  • Service & Labor

 

There are certain situations where only partial refunds are granted: (if applicable)

  • Bicycles with obvious signs of use
  • Electronics or items with lithium batteries that show signs of misuse
  • CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
  • Any item that is returned more than 30 days after delivery

 

To complete your return, we may require a receipt or proof of purchase - this can be supplied in the form of original email receipt or purchase history obtained from your account history page on our website, and is generally only required if your return was processed manually by one of our customer service team members, without an RMA.

Please do not send your purchase back to the manufacturer.

 

Bicycles

We offer a limited 14-day store credit return policy to ensure you find the right bicycle while ensuring competitive prices and outstanding service. If you're not satisfied with a bicycle purchase, please let us know before the bicycle has been subjected to any unnecessary use or wear. For bicycles returned in new condition, we will offer a full refund in the form of store credit and will be happy to help you find another bike we carry to replace it with – you only pay any difference in price (if applicable).

Returned bicycles that show obvious signs of use are legally considered previously owned and must be sold with the condition described as "pre-owned" or "used". In order to keep new bicycle prices competitive for all customers, we may need to pro-rate your return amount to help cover the overhead associated with performing necessary safety inspections, adjustment, cleaning and any loss in market value that has affected the bicycle. We use the industry-standard BicycleBlueBook™ to help determine market value in cases of returns with obvious signs of use, and are happy to review photos and documentation to provide a return-value estimate for bicycles with obvious signs of use. Contact us for more details.

Car Racks and Carriers

Due to the nature of these items, we do not offer returns or refunds on car racks except in limited cases for store credit. If you are concerned about this, please mention this to your salesperson before purchase to make sure all of your questions and concerns regarding the purchase are addressed.

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, which may take a few days for your credit or debit card to process.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us.

Sale items (if applicable)

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)

We will gladly offer an exchange in cases where an item arrives defective or damaged. Contact us for more information or begin the RMA process from your order details page.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he or she will find out about your return.

Shipping

To return your product, you must complete the "return merchandise authorization" (RMA) by clicking "return" on your order details page. Our system will prompt you for any additional details if required. Please do not ship merchandise back before first contacting one of our customer service team members or completing your RMA.

You may be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund and request a call-tag for your merchandise, the cost of return shipping may be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary. Check your order details page for tracking information (if applicable) on your RMA.

If you are shipping an item over $75 and have not requested a call-tag, please use a trackable shipping service or purchasing shipping insurance. We can't guarantee that we will receive your returned item in the event of shipping carrier problems without a way to reference the shipment.