Q: Why Must You KEEP /Inspect Your Box/Packaging for 30 days? (Back to Top of Page Go To Top)
A: Bikes have small parts that might be unintentionally discarded. Assemble your bike and ride it several times before discarding the packaging. ESPECIALLY if your bike has thru-axles, the little end cap/nut has been missed/thrown out unintentionally by customers.
Q: Where Are Bikes Made? How Is Country Of Origin Determined (Back to Top of Page Go To Top)
A: The country of origin sticker on the frame describes where a bike is assembled. Bikes are made of hundreds of parts which come from all over the globe.
Q: How do I know what size to get? (Back to Top of Page Go To Top)
A: For our Best Info on Sizing >Get INFO< With
the 100+ years of combined experience our staff have, sizing suggestions can be quite accurate however the final decision is up to you. Once the bike is received, the customer can fine tune their fit via saddle, stem and bar adjustments.
Q: Can you send me a catalog of the bikes you sell? (Back to Top of Page Go To Top)
A: We do not print a catalog that contains all of the bikes we sell. Our website contains the most up-to date information for each model. Printing catalogs are costly and we strive to keep our costs down so that we can pass the savings on to you.
Q: Who can I email about getting sponsored by you or one of your brands? (Back to Top of Page Go To Top)
A: Due to dealer restrictions, we are unable to sponsor riders. We wish we could sponsor each of our loyal customers but since we can't, we try our best to offer great prices to everyone so that more people can experience the joy of riding a bike with their families and friends.
Q: How much does Bike X, Y or Z weigh? (Back to Top of Page Go To Top)
A: Please click >>This<< for the answers
Q: Do you sell the pivot and bearings for your dual suspension bikes? (Back to Top of Page Go To Top)
A: Yes, we sell pivots and bearings for most models AT THIS LINK ( http://www.bikesdirect.com/products/parts/der_hangers.htm) Unsure about what to order? Please email our Sales Team (bd4salesteam@aol.com), include a photo of your bike. They will be happy to recommend the correct kit.
Q: How can you sell these bikes at such low prices? (Back to Top of Page Go To Top)
A: We save you money by selling bikes factory direct. We do not require an expensive, high rent, store front location. We
ship directly from the distribution warehouse. We also minimize our
overhead by selling exclusively through the Internet. We do not need to
stock hundred's of small repair/service parts or have several
salespeople available or run an expensive call center. We buy in enormous volumes that affords us the
best prices possible so that we can pass along the savings to you. All
of these combined allow us to offer you the best, factory fresh, fully
warranteed bicycles at up to 60% or more off List prices.
Q: Are you an authorized dealer? Do I get a full factory warranty? (Back to Top of Page Go To Top)
A: Yes - We are an authorized dealer for every brand we carry. We ship directly from the factory warehouses so you pay close to wholesale prices and still get a full factory warranty.
Q: My derailleur got sucked/shifted into my spokes. Is this covered by warranty? (Back to Top of Page Go To Top)
My derailleur hanger broke when I was climbing a hill / shifting to an easier gear in the rear. Is this covered by warranty?
A: This is always sad when it happens. This is not a defect covered by warranty. This is because the derailleur hanger got bent or the derailleur was not adjusted properly or something got tangled in the drive-train
Derailleur hangers....the part by the rear gears that holds the rear derailleur....They are designed to bend or break like a fuse to protect the frame from permanent damage and can be easily straightened or replaced.
Please, check your bike before each ride.
If the hanger is slightly bent; don’t stress but please attend to this before riding.
Straighten it, adjust your derailleurs properly and it should be okay. If your rear derailleur shifts down into your frame or up into your spokes, it's because it was not adjusted properly before riding.
It's not a defect. It's easy to fix and can save you a broken wheel or other expensive parts.
Check these videos for the easy fix in mere minutes:
http://youtu.be/yFZagjYfiEY
http://www.pinkbike.com/news/technical-tuesday-straightening-derailleur-hanger-2010.html
http://vimeo.com/23162533
BEFORE EACH RIDE: Please check all threaded parts such as pedals and cranks for tightness. Adjust all adjustable items and check your drivetrain for alignment. If your drivetrain starts shifting differently, makes noises, skips or jumps or otherwise acts oddly; stop riding and have it checked out or further damage may occur. Bikesdirect / Manufacturers do not Warranty stripped threads or broken derailleur hangers. Replacement derailleur hangers are available At THIS Link
Q: My small MTB bike looks odd, the top tube slopes down very far and looks like a ladies frame. Is my bike a Ladies frame or defective? (Back to Top of Page Go To Top)
A: If you ordered a small bike the only way to make a frame that small is to have the top tube slope down due to fork/headtube height. On the very smallest Mens sizes, due to wheel size and fork heights; the top tube/seat stays may form a slight V shape. This is not a defect.
Q: The Color / Paint / Shade I saw on Screen Does Not Exactly Match What I Got? (Back to Top of Page Go To Top)
A: This may seem like it warrants a simple answer but Color representation, display and reproduction is complex.
The paint "color" is a result of a light source reflecting off a complex layer of clearcoat, paint and primer on a 3 dimensional surface.
The color that is perceived by each individual's eye / camera will be different depending upon several factors but not limited examples listed below.
As it turns out, paints are difficult to convey accurately on computer screens.
Also, photos taken by different cameras will look differently.
If the same camera takes photos in different situations/light sources (cloudy day / sunny day / indoors / florescent light/ tungsten light, etc) the resulting image will look differently. http://hyperphysics.phy-astr.gsu.edu/HBASE/vision/colper.html
If the same image is displayed near other colors, it will look differently - http://www.echalk.co.uk/amusements/OpticalIllusions/colourPerception/colourPerception.html
If the same image is displayed on different computer screens it will look differently.
If the same image is displayed on the same computer screen under different lighting, it will look differently.
http://en.wikipedia.org/wiki/Color_calibration
Each individual perceives colors differently - as an extreme example, some individuals cannot perceive/differentiate red, orange, violet or green tones/colors. http://en.wikipedia.org/wiki/Colorblind
The simplest answer is paints may appear darker or lighter depending upon the factors listed above. Color is a personal perception and if the color is not to your liking you can return the bike for a refund excluding the shipping costs.
Other interesting references:
http://www.sciencedaily.com/releases/2005/10/051026082313.htm
http://www.cambridgeincolour.com/tutorials/color-perception.htm
Q: My Bicycle comes with Tubeless Compatible wheels. What is this and how do I set this up? (Back to Top of Page Go To Top)
A: Per respective manufacturers (TCS/UST/Notubes etc) these systems offer many potential benefits such as a lighter bike, virtually flat free riding, enhanced traction and ride quality but require set up. If one chooses to do this they are assuming all responsibility for their own actions and modifications. It's easy and fun to convert to using a tubeless system. A Tubeless "Kit" means you may need appropriate tubeless valve stems, sealant, tape and Tubeless Compatible Tires. Some factory spec tires are not Tubeless compatible. You may have to provide your own Tubeless compatible tires. Please consult the manufacturer for proper setup instructions.
Here are some links to tubeless system set up info:
WTB TCS Get INFO | Get INFO | UST Get INFO | Ritchey Get INFO | Stans Notubes Get INFO | Sun Ringle Get INFO
Q: Where can I ride my eBike? (Back to Top of Page Go To Top)
A: Since state and city and park regulations vary ; one must consult rules for areas where they intend to ride
Q: I got a different / wider tire than my bike came with and the tire does not fit my frame and/or rims. (Back to Top of Page Go To Top)
A: Max tire width capability refers to the Frame/Fork clearance and only in general. Due to 3rd party manufacturer variations we can't guarantee non stock tire compatibility. Frame clearance and rim compatibility with non stock tires cannot be guaranteed due to many factors. Frame tolerances are normally +/-2mm. Also, the clearance does not take into account any parts attached to the frame such as a front derailleur. It is simply the clearance available on a bare frame. The actual widths of the tires from different manufacturers are often different than the number stated on the tires. For example, a tire labeled 700x32c can actually measure 35c or 31c. It may also have a much higher profile / diameter than another mfgs 700x32c due to different design. Also, tire pressure can cause a tire to be much wider or taller than the stated / printed numbers.
Q: My toe overlaps the front wheel when I corner the bike/turn my front wheel. Is my bike defective? (Back to Top of Page Go To Top)
A: First, make sure your fork is not backwards. Bikes are shipped with the fork backwards to protect them in shipping. Make sure they are turned forwards such that the rake or curve goes forwards. If the fork is facing forwards this is most commonly asked by riders new to modern road bikes or riders of small frames. This is not a defect.
Some modern bicycles, especially in smaller frame sizes, will have a short-wheelbase with the front wheel close to the pedals. When the front wheel is turned during very low speed cycling, your foot or toe-clips could overlap or
touch the front wheel or fender. At average speeds, the wheel does not turn sufficiently for such contact to occur. When you ride slowly with the front wheel turned, do not pedal. This overlap can also be affected by the size of your feet, the size of aftermarket tires and/or pedals you choose. If you change any of these components, the amount of overlap can be affected.
Sheldon Brown, recognized bicycle expert says "On many bicycles, especially those with smaller frames and full-sized wheels, it is possible for the front fender or tire to bump into the rider's toe or to the toe clip. Some people worry a lot about this, but it is rarely a significant problem in practice. The only time it can happen is when the handlebars are turned quite far to the side, as only happens at very low speeds. Many, many people ride bicycles with fairly severe overlap with no practical problems, sometimes having to make a slight adjustment to their pedaling habits at very slow speeds. On smaller-size bikes with full-sized wheels, it is usually impossible to eliminate overlap without causing adverse fit/handling issues." ref: "Sheldonbrown.com"
Dave Moulton, bicycle frame building expert since 1957 whose bikes have been ridden in the Olympics, Tour de France and World Championships says " Toe overlap is not a problem because riding and cornering at normal speed the front wheel never turns far enough for the toe to hit the front wheel. The only time it becomes an issue is when turning sharply at a very slow speed; doing a U-turn on a very narrow road for example.
Caution and common sense are all that is required when executing a tight U-turn. If you are turning left then your right pedal will be down for maximum ground clearance as you coast into the turn. By the time you need to start pedaling again you are already half way through the turn, and the right crank has to complete ¾ of a turn before the toe is opposite the front wheel.
By that time, you should be all the way around and the front wheel is straight ahead again. If you are not the coast again, or ratchet the crank back again on the freewheel.
Doing the same maneuver with a fixed gear is a little trickier; but it is a matter of timing. Go very slow and start to turn as the toe passes the front wheel; that way the crank has a whole revolution to go before it makes contact again. If the front wheel is still turned the next time round; straighten the front wheel so the toe clears, then turn sharply after it has passed.
Fixed gear and fenders (Mudguards.) is going to make this move a little difficult, but not impossible. With clipless pedals, you could unclip the outside foot and move your toe back to give more clearance. I sometimes get out of the saddle and simply point my toe downwards to give more clearance.
What you need to avoid is a situation where you get your toe on the wrong side of the wheel in a turn; if you do, try not to panic. Ratchet the crank back if you have a freewheel, or if you are riding fixed gear, keep going and let the toe pass the front wheel so you can straighten up again....a racing motorcycle with narrow swept down handlebars; turning is restricted because the handlebars touch the fuel tank. Here is a machine that will go 200 mph plus, and restricted turning seems not to be a problem.... toe overlap on a bicycle is neither a design fault nor a problem." ref: "Davesbikeblog.blogspot.com"
Q: There is an issue with my bike. How do I place a warranty claim? (Back to Top of Page Go To Top)
A: The
Good news - Actual defects are fairly rare. We will get you taken care of. Please follow these steps:
1) Do NOT disassemble/take-apart your bike, frame or any parts
2) Take photos and send them if possible
3) Locate your order number and your complete contact information
4) Send the photos, order number, contact info and a detailed description of the issue to bikesdirectservice@gmail.com
We will reply with further instructions within the next business day. For example, your email sent Friday after 5pm will get a reply by Tuesday morning. Emails sent Friday before 5pm get a reply by 5pm the following Monday
5) Important Note: Issues from crashes/impacts are not defects. Stripped threads and/or parts that fall off like a pedal or crank are not defects as they are due to improper maintenance. Rust/Corrosion are not defects they are environmental effects. Although those are not defects we can try to help in some way- Send the photos, order number, contact info and a detailed description of the issue to bikesdirectservice@gmail.com
Please inspect all packages prior to assembly for correct delivery, size, color, missing parts, hidden damage etc.
Q: Is your
site secure? (Back to Top of Page Go To Top)
A: Yes, the final page where you enter your credit card
information is secure and encrypted with the highest level of
security. Further, we only ship to confirmed and verified physical addresses. Additional checks may be required as needed to prevent fraud.
For details Get INFO
Q: Do you charge shipping? (Back to Top of Page Go To Top)
A: We offer FREE FREIGHT TO THE 48 (continental United States that is).
The price you see is the price you pay - shipping costs are included in
the price you pay. Alaska and Hawaii must pay additional air freight
starting at $289 (non refundable). Electric bikes cannot ship to AK/HI/PR. FPO/APO or Overseas, please see the international Shipping FAQ and contact us for
details.
CANADA- Limited Availability. ThisLink for information
Q: Can you take my Non-USA issued credit card? (Back to Top of Page Go To Top)
A: We want as many happy cyclists as possible to enjoy the high quality bikes and tremendous savings we offer. At this time, due to banking contracts, there are some credit cards we cannot accept. If you have a non-USA issued credit card, please contact us to see if we can accept it or for other payment arrangements.
CANADA- Limited Availability. ThisLink for information, Duty and Tax is customers responsibility.
Q: Where is my Tracking Number? (Back to Top of Page Go To Top)
A: We process most orders in Two Business Days (Mon-Fri, not including weekends/holidays) of payment being received. All Bicycles are shipped Ground or appropriate carrier. We send all tracking confirmations from bikesdirectbikes@aol.com. Please allow at least Two Business Days (Mon-Fri, not including weekends/holidays) for order processing.
If it has been over Two Business Days (Mon-Fri, not including weekends/holidays) and you have not received a tracking confirmation from us, please double check in your spam or junk mail folders. Or, you may have misspelled or provided an old email address. Please be sure to enter all contact information correctly to avoid miscommunications..
Q: Why is my Item order delayed? (Back to Top of Page Go To Top)
A: There are several reasons your order could be delayed.Did you request a change? Changes made to orders in transit may incur additional charges, additional delay or may not be possible. (Please, Do not count weekends or holidays as business days) How did you pay? If you paid via E-check, it can take an additional 3 to 7 business days for that payment to clear. Then, It takes a day or two for us to process the order. (Please, Do not count weekends or holidays as business days)Shipping address different from Billing address? If your shipping address is different from your billing, our security department may elect to contact you as part of our anti-fraud screening process. Your bike may not ship until we obtain additional information to verify the card holder requested the changeDid you order a pre-pay/ pre-order Item? Pre-pay Items are not currently instock and will be shipping at a later date as indicated on the sale page. The tracking number you received will update with a new estimated time of arrival around the later date indicated on the sale page of your Item. Please do NOT use the initial date provided with the tracking number.Weather or other Events? Severe weather, flooding, fire and other events may delay shipments. This is out of anyone's control
Q: How are bicycles, wheels and most large items shipped? (Back to Top of Page Go To Top)
A: Bikes, wheels and most other items are shipped Ground or appropriate carrier with Signature required to protect ones purchase.
Expedited shipping is NOT available. There are no exceptions.
If someone is not available to sign, the carrier leaves a note so one can make other arrangements. It takes about 3 to 7 business days for
shipping. It takes a day or two for us to process the order.
Changes made to orders in transit may incur additional charges, additional delay or may not be possible. (Please, Do not count weekends or holidays as business days)
Please inspect all packages prior to assembly for correct delivery, size, color, missing parts, hidden damage etc. Bikesdirect will not pay for assembly/ labor costs. Keep the box and packing.
Q: When will I get my Item? (Back to Top of Page Go To Top)
A: First, is your bike on preorder? Preorder bikes have estimated ship dates as listed on the order which may vary. For regular instock bikes, After your payment clears; it's delivered by Ground or appropriate carrier in about 3 to 7 business days. If you paid via E-check, it can take an additional 3 to 7 business days for that payment to clear. Then, It takes a day or two for us to process the order. (Please, Do not count weekends or holidays as business days) NOTE: These are not guaranteed delivery times and may vary by a few days.
Please inspect all packages prior to assembly for correct delivery, size, color, missing parts, hidden damage etc. Bikesdirect will not pay for assembly / labor costs. Keep the box and packing.
Q: I need the serial number from my bike? (Back to Top of Page Go To Top)
A: Check the frame tubes, serial numbers are usually stamped in a discreet location on the frame like under the bottom bracket. Lost or stolen bike? As it turns out, we do not have serial numbers on file. In our tracking email we send to each customer, we recommend writing it down when you receive your bike(s).
Bikes are delivered to our warehouses directly from the manufacturers and are then drop shipped to our customers as orders come in. They are never opened before they are shipped to our customers so we, nor the manufacturers have any way of knowing exactly which bike you were shipped to be able to obtain your exact serial number.
Q: Bike box, bike or part is stamped with a previous year? / Why is bike model year different from dates on box and parts? (Back to Top of Page Go To Top)
A: Model Year is almost always different from Manufacture date. The Manufacture Date (born on Date) is most often up to a year earlier.
Why? Well, bicycles are not like newspapers or loaves of bread. Bicycles cannot be printed or baked over-night.
Bicycles require months of planning and take many months to design, more months to be made and take a month or more to ship from factory to warehouse over thousands of miles by ocean freighter on huge containers that hold hundreds of bicycles.
Example:
If a bicycle brand wants to sell 2016 Model Year bicycles beginning on Jan 1st 2016 - those bicycles MUST be manufactured in 2015. That's the date you are seeing on the box, bike or bike part.
Q: I paid with an E-Check, why is the order shipping later? (Back to Top of Page Go To Top)
A: E-checks are held by the payment processor company about 3 to 7 business days. After your payment clears, It takes a day or two for us to process the order. Then, within the continental USA, it takes another 3 to 7 business days via Ground (Please, Do not count weekends or holidays as business days)
Q: I found an error on the site (Price/spec/etc) (Back to Top of Page Go To Top)
A: If an error is noticed prior to placing an order, we appreciate the information and will make the correction. This site is maintained and created by humans and we sometimes err. We may even send you a surprise gift if you were the first to notice the error or if the error was especially funny. In the bicycle industry, suppliers and factories sometimes change specs without notice and state that they are "subject to change without notice". This is because bicycles are made from hundreds of parts which come from dozens of vendors. Parts are sometimes updated to the most current production generation/iteration one gets better or more current parts or a comparable part. For example, 12-25 instead of 11-25T cassette or 52T chainring instead of 53T ring. We attempt to be as accurate as possible and eliminate errors on the Site; however, we do not warrant that any product, service, description, photograph, pricing or other information is accurate, complete, reliable, current or error-free. In the event of an error, whether on the Site, in an order confirmation, in processing an order, delivering a product or service or otherwise, we reserve the right to correct such error and revise your order accordingly if necessary (including charging the correct price) or to cancel the order and refund any amount charged. Your sole remedy in the event of such error is to cancel your order and obtain a refund.
Q: Is much assembly required? (Back to Top of Page Go To Top)
A: All bikes come direct to you in the factory box, about 80 to 90 percent assembled. If you are familiar with bicycle
assembly, most take about 15 to 20 minutes with brake, shifter, derailleur adjustment and some wheel truing. Some of the higher-end bikes and triathlon bicycles may take a bit longer for assembly and tuning. It is normal for wheels to require some minor truing. It is normal for hydraulic disc rotors and brakes to need bleeding/adjustment/alignment. Even parts that arrived installed need to be checked/adjusted. Get INFO to see sample assembly instructions and a video.
Bikes do not come with tools. Most bikes need 3/4/5/6mm allen keys, philips/flathead driver and a 15mm open end wrench for pedals. Pick some up at a hardware store or available from us - >Get INFO< (we don't sell the pedal wrenches as most people already have an adjustable or open end wrench) If you feel unsure about putting it together, send us an email for some tips or at your option
take it to your local bike shop for final assembly, tuning and
safety checks. It is incumbent upon the rider to ensure their bicycle is properly assembled, tuned and adjusted at all times. Damage due to mis-adjustment is not covered by any warranty.
NOTE: Some Fat Bikes and 29ers, due to size of packing, come with front & rear wheel/der off. Mounting a rear wheel/der adds 2 minutes to bike setup For Easy How To Videos CLICK >ThisLink< and >>ThisLink<< All parts of the bicycle require proper tuning and tightening of all parts prior to every ride and inclusive of parts that arrive pre-installed.
Please inspect all packages prior to assembly for correct delivery, size, color, missing parts, hidden damage etc.
Keep the box and packing. Assembly is the customers sole responsibility. Many customers save money and assemble bikes themselves or choose to pay someone for assembly. Bikesdirect will not be responsible for third party work/fees incurred for assembly, packing or otherwise. Third party fees will not be credited nor refunded.
Bikes are shipped with the fork backwards to protect them in shipping. Make sure they are turned forwards such that the rake or curve goes forwards. If the fork is facing forwards slight toe/pedal overlap with the front tire is most commonly asked by riders new to modern road bikes or riders of small frames. This is not a defect. Simply corner with one foot / crank arm slightly down to clear the front tire.
Q: Can I get you to make changes or customize my bike? (Back to Top of Page Go To Top)
A: These ship directly from the distribution warehouse so we are unable
to make changes from the manufacturers specifications. After you get
the bike, contact us by email or fax and we can refer you to a great source of custom
parts and accessories - perhaps a longer/shorter stem or bike pump or
cycling computer.
Q: How can I tell if the bike I want is instock? (Back to Top of Page Go To Top)
A: The bikes are on a live inventory. Simply add your desired size/color to the shopping cart and then click "proceed to check out". If it is in stock, the system will let you type in your billing info and proceed with an order. If it is sold out, a message will pop up, saying it is out of stock, and you will not be able to proceed with an order. Bikes sell quickly and may sell out ANYTIME. Especially those marked "LowStock"
This system is accurate most of the time. However, due to extremely high volume of sales, the system may rarely oversell a bike. If this happens, we'll process a refund and contact you about your order.
Want to know when we are getting more in?
Email our sales department at bd4salesteam@aol.com. Then, Please join our newsletter At This Link
Q: Did I get a sealed bearing? (Back to Top of Page Go To Top)
A: The "sealed" bearing is one which has rubber or plastic gaskets to prevent the entry of dirt (or dust). In the bicycle industry, the term "sealed bearing" is sometimes used colloquially to refer to any bearing that has any kind of seal and to higher tech cartridge bearings. This can be confusing to a consumer who may think that a hub is a high-tech cartridge-bearing unit, when it is actually a normal cup-and-cone bearing (caged ball bearings) with a plastic or rubber dust cap. The step above a standard "sealed bearing" is called a "precision bearing".
Q: Do you charge sales tax?(Back to Top of Page Go To Top)
A: Please see the FAQ page for sales tax information Get INFO
Q: What if I am not happy with the bike I choose or want to return or exchange it? (Back to Top of Page Go To Top)
A: We offer a 100% satisfaction guarantee. (Get INFO) Please inspect all packages prior to assembly for correct delivery, size, color, missing parts, hidden damage etc. Claims for delivery issues cannot be made after 7 days from delivery date. Keep the box and packing in case you need to return the whole bike. If you are not satisfied with the bike, let us know about it BEFORE returning it, often a simple adjustment is all that is needed. If you want to exchange it, you will need to return it within 30 days, in as-new condition and packed as you received it, then you would order the other bike. Please contact us for return instructions.Q: I see a lower price for an item I purchased from you. Can you credit me the difference? (Back to Top of Page Go To Top)
A: We offer a 100% satisfaction guarantee. (Get INFO) Items are put on sale for various reasons. Is the lower price on instock product in the exact same make, model, size, color and condition as the item you purchased less than 30 days ago? Please email us a link to that item on our site with your receipt/invoice. Credit cannot be given if the items are not exactly the same and/or after 30 days of purchase date and/or Out of stock.
Q: What if I refuse the shipment or was unable to sign for it? (Back to Top of Page Go To Top)
A: For Most Bikes, this would incur a $50 fee which is part of the cost of the return shipment. For much larger bikes such as Fatbikes and the largest 29ers this return fee would be $100 which is deducted from your refund. Please contact us for other instructions.
Please inspect all packages prior to assembly for correct delivery, size, color, missing parts, hidden damage etc. Claims for delivery issues cannot be made after 7 days from delivery date. Keep the box and packing in case you need to return the whole bike.
Q: Do you ship internationally? (Back to Top of Page Go To Top)
A: Not directly, sorry. There are far too many customs restrictions to be able
to accommodate this. Our website DOES NOT ACCEPT international credit cards. Orders cannot be placed from international IP addresses. However, we can still sell you a bike; read on how: Canadians see below. All other international customers, if you make arrangements with a freight forwarding company or with family or friends in the U.S. we can sell you a bike but payment MUST BE MADE with a wire transfer or with a U.S. Money order. Please email bikesdirectbikes@aol.com for details
CANADA- Limited Availability. ThisLink for information, Duty and Tax is customers responsibility.
Q: Can you ship to FPO / APO Addresses (military)? (Back to Top of Page Go To Top)
A: Orders cannot be placed from international IP addresses. However, we can still sell you a bike; read on how:
We are unable to ship directly to an APO/FPO. You may opt to arrange with a freight forwarder such as www.shipitapo.com* or www.myus.com*. Or, provide us your alternate U.S. shipping address such as a friend or family member. You MUST send us a pic of valid U.S. ID when shipping to an address other than your billing address. Average Box Dimensions= 54x8x30. Weights: Road Bike=25lbs, Mountain Bike/Hybrid=35lb boxed wt. (*shipitapo.com and myus.com are not affiliated with Bikesdirect.com and have separate policies)
Q: Can I ship to an address that is not the billing address of my credit
card? (Back to Top of Page Go To Top)
A: We value our customers and use AVS (address verification system) to ensure that there is
no misuse of credit card information/fraud. This means that we ship to the billing address as registered with your credit card company. This protects not only us but you also.
If you need to ship to an alternate address, please click "change" which can be found next to your billing address during the checkout process. You may enter your shipping address there however you will be required to provide a valid U.S. ID as proof you are the actual cardholder. We will send you an email requesting this ID.
If you miss the spot to change your address, please email us immediately at bikesdirectbikes@aol.com as bikes ship out very quickly.
Any order that comes through with a shipping address different from the billing may possibly be flagged and delay your shipment. The cardholder will be required to proved a valid U.S. ID. We will send you an email requesting this ID.
CANADIANS ONLY
You MUST have a U.S. delivery address. Most Canadian customers use a store close to the border or a friend or family member in the U.S. You WILL NOT be able to order through our website as it does not accept international cards.
To pay, please download, fill out and send in the fax form below instead of placing an order online
OR you can purchase the bike by calling 904-249-2453 M-F 9-5pm E.S.T.
Get INFO to Download Fax Form CANADA- Limited Availability. Get INFO for information, Duty and Tax is customers responsibility.
Q: Is there a re-stocking charge if I return the bike? (Back to Top of Page Go To Top)
A: No re-stock fees if the bike is returned in new condition and
packaged as originally sent to you. Keep the box and packing in case this occurs. Please contact us for proper return
instructions. Please see our satisfaction guarantee for details. Customer pays all shipping costs involved. ANY changes to orders MAY incur a minimum $11.00 fee in order to stop the shipment and change the order before it ships. If a change is made and the bike has already been shipped we may ask you to pay the shipping we incurred to send the bike to you. (Shipping is "free" and included in the price of the bike if you keep the bike) What if one refuses the shipment or was unable to sign for it? For Most Bikes, this would incur a $50 fee which is part of the cost of the return shipment. For much larger bikes such as Fatbikes and the largest 29ers this return fee would be $100.
Q: Is there a restocking fee if I change my mind or order the wrong
bike. (Back to Top of Page Go To Top)
A: ANY changes to orders MAY incur a minimum $11.00 fee in order to stop the shipment and change the order before it ships. If a change is made and the bike has already been shipped we may ask you to pay the shipping we incurred to send the bike to you. (Shipping is "free" and included in the price of the bike if you keep the bike)
Q: Can I track my order? (Back to Top of Page Go To Top)
A: Most customers will have tracking emailed to them shortly after the
item is shipped. But, due to the nature of our business, orders
are shipped from one of many locations and sometimes, we cannot offer
immediate tracking. If an order is overdue (see time frame for shipping
above) please contact us and we will obtain the tracking number for you
or start a trace... as needed. If you don't hear from us, check to make
sure you are emailing bikesdirectbikes@aol.com, use a different email address, check your spam filters or
send us a fax to 904-249-3987 with a brief note and your contact phone
numbers.
Q: What if a bike is damaged in shipment? (Back to Top of Page Go To Top)
A: If there is obvious damage to the box, please make note of it and take photos. We will need to see the box so please save
it and all packing materials. If the damage is obvious, please contact us by email to bikesdirectservice@gmail.com or fax to 904-249-3987. Please inspect all packages prior to assembly for correct delivery, size, color, missing parts, hidden damage etc.
Assembly is the customers sole responsibility. Many customers save money and assemble bikes themselves or choose to pay someone for assembly. Bikesdirect will not be responsible for third party work/fees incurred for assembly, packing or otherwise. Third party fees will not be credited nor refunded. Why do my wheels need truing? This is part of normal set-up. Just like when a piano is shipped - wheels may need some truing/tuning. If you
discover shipping damage that was not immediately apparent within 7 days, please notify us via e-mail or fax and we will
work out a solution. We pack the bikes quite well and our shipper does a good job at moving them
but...What if an item/part is missing?
Please inspect all packages prior to assembly for correct delivery, size, color, missing parts, hidden damage etc. Claims for delivery damage issues cannot be made after 7 days from delivery date. Keep the box and packing in case you need to return the whole bike.
Within 30 days of purchase, let us know and we will send a comparable replacement part/item. Missing items/parts noticed after 30 days may be replaced at a nominal price. Damages noticed after 30 days must be submitted to warranty claims per manufacturer's terms.
Q: I am buying more than one bike. Is there a multi-bike discount? (Back to Top of Page Go To Top)
A: You are already getting it. With high volume and low overhead everyone
gets the multi-bike discount.
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