Nantucket Bicycle Basket Co. Cisco (Pannier Basket w/ Hooks)

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.

Shipping Policy

Bikes Xpress provides free shipping on all orders over $25 to the continental US. 

Shipping Methods

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.

PO Boxes

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. 

Shipping Tracking

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 info@bikesxpress.com 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.

Delayed Delivery

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 info@bikesxpress.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.

Please read our policy carefully to ensure you understand our policy. Bikes Xpress can only offer our low prices and free shipping due to these policies.

Return Policy

We have a 30-day return policy from the date you receive your order.  Returns will not be accepted after this time.

To be eligible for a return, the item(s) must be new and in the same condition that you received them - unworn, uninstalled, unassembled or unused, with tags, and in its original packaging (if applicable). If products are returned worn, installed, assembled or used, we will not be able to provide a refund. 

Certain types of items cannot be returned - food, personal care products or customized products.

We also do not allow returns on items that are designated as non-returnable at the time of sale in the product listing (for example, 'open box' items).

The customer must cover the cost of return shipping. Bikes Xpress does not provide return shipping labels. 

Additional Bicycle Return Policy

Any bicycle that has been unpacked and/or assembled (even partially) cannot be returned due to the high risk of damage for return shipping. In addition, all unopened/unassembled bicycle returns will require a 15% restocking fee on top of the return shipping cost. 

Return and Refund Process

To return an item, please contact us info@bikesxpress.com within 30 days of delivery to confirm the product is returnable and for the proper return shipping information. Do not ship a return product without contacting us or we will not be able to process the return or refund.

As mentioned, the customer will need to cover the cost of the return shipping. For higher value items (over $100), we recommend purchasing insurance as the customer will be responsible for loss or damage during return shipping. 

Once the item is received, we typically review returns and provide refunds within 2 business days assuming there are no issues. If there is an issue, we will contact the customer.

Once a return is approved, payment is refunded automatically to your payment method. For credit card users, it may take 2-10 business days for your bank or credit card company to process and post the refund too your account. This is a processing time that is our of our control.

Exchanges

Sorry, but we don't credit return shipping costs for exchanges. 

This information covers the warranty policy for bicycles, components and accessories.

Components and Accessories Warranty Coverage

This includes all products except bicycles.

Bikes Xpress provides a 30 day warranty on all components and accessories from any manufacturer's defects. This warranty only covers manufacturer's defects and does not include issues from misuse, modification, improper installation/assembly or use of the product as not intended. 

If an item is damaged on arrival due to shipping, please see our shipping policy on next steps.

Bicycle Warranty Coverage

Specific warranties for bicycles will vary by manufacturer. See the product page or manufacturer's website for details. If no specific information is provided, the default policy is a 1 year warranty on frame failure and 6 month warranty on parts against any manufacture defects.

The below warranty policy applies to all orders through Bikes Xpress and is above and beyond the manufacturer's policies.

Any bicycle purchased with Bikes Xpress must be assembled by a certified bicycle mechanic (at a shop or a mobile mechanic) to retain the manufacturer's warranties. This will require proof of assembly or work (receipt) by a certified mechanic for any warranty claims.

In addition, warranties only apply to the original owner and are not transferrable.

Bicycle warranties do not cover the following:

• Normal wear and tear, including tires/tubes, chains, cables saddles, brakes pads and grips.

• Improper maintenance and care, including follow-up maintenance. 

• Damage or failed use due to accidents, misuse, neglect, or abuse

• Installation of components, parts or accessories not originally used for or compatible with the bicycle as sold.

 Warranty Claim Process

For warranty claims, we will need to following:

• Your order information, including order number.
• A description of the claim, including any details that may help explain what happened.
• Photographs or videos of the issue.
• Proof of professional assembly for bicycle warranty issues

Send this information to info@bikesxpress.com as soon as possible to ensure it falls within the warranty window. Once we receive your information, we will review the claim to ensure it is under warranty and then determine the best course of action.

In some cases, we may require a part/part(s) to be shipped to Bikes Xpress for evaluation. Shipping costs will need to be covered by the customer in those cases. 

Warranty Replacement 

If a warranty claim is valid, we will arrange for shipment of the new part. We will only exchange the exact part and will not make substitutions.

The warranty only covers the replacement part and does not cover any labor associated with installing or replacing the part. 

If you have any other questions, contact us at info@bikesxpress.com.