Order, Handling and Shipping Policies
Ordering and Payment
When you order from Bikes Xpress, you will be charged immediately for your purchase with your form of payment.
Cancelling / Cancelled Orders
If you want to cancel an order, please contact us immediately and we will try to cancel the shipment. However, once an item is ordered, we may not be able to cancel the shipment if it has already been processed.
Handling / Fulfillment Times
Handling and fulfillment times for orders will vary depending on the items. In general, most items ship within 1-2 business days. Some bicycle orders may take longer.
If one of the products in your order has a longer fulfillment time, then the entire order may ship when that product is available.
Bikes Xpress cannot make guarantees on handling / fulfillment times. If your order is urgent, please contact us before you purchase to ensure we can deliver the order in the time desired. In addition, Bikes Xpress will not expedite delivery service (i.e. overnight service) or provide discounts if an order is delayed longer than expected.
Bikes Xpress provides free shipping on all orders over $25 to the continental US.
Bikes Xpress uses either the United States Postal Service or FedEx for all orders. The carrier and service type will be up to Bikes Xpress' discretion based on the type of product being shipped and the delivery location. You will know which carrier and service were used when the product ships and you receive your tracking information.
We cannot ship items larger than 12" x 12" x 6" (i.e. 1 tire, small accessories) to P.O. boxes given USPS will not accept packages from FedEx or UPS. Any item larger than that will need to be shipped to a street address or to a FedEx Office location for pickup.
Shipping Transit Time
Bikes Xpress makes no guarantees on how long it takes for a product to arrive at the delivery address once it has shipped. In general, most smaller orders (bicycle parts and accessories) take from 2 - 10 days depending on the service and the delivery location. Bicycles, scooters and other larger items will usually take 2 - 5 days.
The customer will be provided with a tracking number when the product has shipped. Please use the carrier's tracking service to get updates on the shipping progress. This is important to prevent loss / theft of packages.
Deliver Address / Changing Delivery Address
Please ensure that your delivery address is correct when you order. We cannot guarantee that we can change an address after the order has been submitted.
If you need to change an address before a product has shipped, please contact us at firstname.lastname@example.org and we will see if we can change the address.
Once an order has shipped, we will not be able to change the address. The customer will need to try to contact the carrier to see what the options are. Both FedEx does have a service, FedEx Delivery Manager, that allows you to change your delivery preferences after shipment.
If a shipment is delayed or pending, please look at the history of the shipment status. In most cases, the delay will be short. If the order has a significant delay or has not progressed within several days, please contact the carrier for a status update. If there if further delay, contact us at info@bikesxpress,com and we can look into the issue.
Damaged Orders from Shipping
If an ordered is damaged when it arrives, please notify us immediately. You will have 72 hours to submit a claim after the product has arrived (per the product tracking). After that time, we will not be able to cover damage claims.
Please send the following information to email@example.com: Your order number, a description of the damage and photographs or video of the damage to the product and/or the box. Also, please keep any packaging.
If possible, Bikes Xpress will send replacement parts for the damaged parts - especially bicycle orders. We will not exchange complete bicycles unless it is absolutely necessary. We will only send the replacement parts that are damaged and we do not cover any labor costs.
Missing Orders After Delivery
If a shipment is shown as delivered and cannot be located, the customer will need to contact the carrier to try to locate the package. In most cases, packages are found / recovered within a day or two.
If a shipment is not found, it may be lost or stolen. Bikes Xpress can't be liable for lost or stolen items if they were shown as delivered by the carrier.
Returned / Redelivery of Packages
If a package is returned to Bikes Xpress due to failed delivery because of an incorrect address or the customer not being able to accept the delivery, the customer will need to pay for redelivery or the cost of delivery will need to be deducted from any refund. If the failed delivery was due to an issue with the carrier, we will work with the customer and the carrier to resolve the issue.