Refunds, Returns, Warranty Claims, Order and Pre-Order Cancellations and Technical Support
We want you to be completely satisfied with your purchase at Bobby’s Bike Repair Sales & Service. While we do our best to provide you with the high quality products, we understand that sometimes customer satisfaction with a product is not met. If you are not completely satisfied with your purchase we are here to help. Our customer service representatives are available for any questions you have. Please call or email us for prompt answers to any questions.
Can I return an order?
We ship most products from our manufacturer to your door. Many products have a 14-30 day return period. All returns are subject to the manufacturer's return policy.
All returns require a Return Authorization Number (RMA#). Once an RMA# has been issued, we will provide you with the manufacturer’s return address. Contact firstname.lastname@example.org and include your order number and reason for the return in your email.
To be eligible for a refund, your item must be unused and in the same condition as it was when you received it. Include warranty cards, manuals and paperwork with your return. Accessories including batteries are not returnable under any circumstances.
Any items not returned in new condition and for example, loose bicycle hardware such as nuts, washers, bolts, etc. that are not securely packaged will be assessed a restocking fee up to 25% (amount will be determined on individual basis).
Returned items will be inspected and a refund will be issued after the inspection. The refund will be issued to your original payment method. Note that return processing time generally takes a few weeks.
Who pays for return shipping?
Return shipping is at the customer's expense. Most of our products are offered with free shipping, meaning shipping has been included in the price to provide you with one price for the order. If you return your purchase, you will be responsible for the cost of shipping it back to the warehouse.
For your protection, purchase a tracking number and insurance when you ship it back to the manufacturer. Bobby’s Bike Repair Sales & Service is not responsible for the loss of or damage to any returned merchandise.
There are certain situations where only partial refunds are granted. For example, 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 14 days after delivery (see manufacturer policy page) or without an RMA# will be charged an additional $200 handling fee or a 25% restocking fee, whichever is greater.
After your return has been inspected, we will notify you of the refund decision. If your request is approved, then your refund will be submitted, and a refund will automatically be applied to the original method of payment, within a certain amount of days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank or your credit card company. Processing time may take 5-7 business days before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us.
Only regular priced items may be refunded; unfortunately sale items cannot be refunded.
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.
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 will find out about your return.
Can I cancel an order?
Most orders are processed within two business days. All orders cancelled after the order has been processed is subject to a $50 cancellation fee, whether or not your order has shipped and restocking fee up to 25%.
Orders that have shipped cannot be cancelled. If your order has shipped, the customer will be responsible for actual return shipping charges and restocking fee up to 25%.
Refunds will only be issued to the original method of payment that you use when placing your order minus the return shipping charges incurred by Bobby’s Bike Repair Sales & Service.
Extended warranty service contracts are not refundable under any circumstances. Custom battery orders are not refundable.
What happens if I order the wrong product?
If you order a product by mistake and the order has been processed, you will be charged according to our Refund policy. Please notify email@example.com immediately. Typically, we begin order processing within 2 business days of purchase. If you are unsure about which product best suits your needs, contact our customer service department at 1-888- 331-0343 or firstname.lastname@example.org for assistance. We are here to help.
Can I refuse delivery?
If the customer refuses delivery of an item, due to any reason other than severely damaged packaging, verifiable with photographs and noted on the delivery documentation, we will issue a refund less the return shipping costs, manufacturers restocking fee and up to 25% Bobby’s Bike Repair Sales & Service restocking fee.
Should I accept a product with damaged packaging?
Many of our products are shipped with an adult signature requirement. If the package appears only slightly damaged, write "Package Damaged” when you sign for delivery.
If the package looks significantly damaged, you may refuse delivery of the package. The damaged package will be returned to our suppler and if the item is in stock, we will send you a new one. If you refuse delivery, please notify us immediately so that we can expect the return shipment and open a damaged claim with the carrier. If you have already accepted the package and find that parts are missing or damaged, please contact us right away and our supplier will ship you the replacement parts free of charge.
Can you expedite replacement part shipping?
If you receive a product under warranty that has missing or damaged parts, the manufacturer will send you replacements free of charge. Expedited shipping for replacement parts is not available.
Replacement parts are shipped directly from our manufacturer to you. Tracking numbers are issued with replacement part orders.
Email email@example.com with your order number and our customer service team will arrange the warranty replacement part order for you. Photos or a video of the product may be required to determine the nature of the warranty claim.
Do you guarantee pre order shipping dates?
We cannot guarantee any estimated shipping timeline for pre orders. If your item has shipped or is 30 days after the order was placed it is not possible to cancel the order. Pre order shipping dates are subject to change.
Who handles technical issues and warranty concerns?
Bobby’s Bike Repair Sales & Service is an online retailer & we also have a brick and mortar location, so we are able to initiate the support process or warranty claim on your behalf with the manufacturer. Ultimately, manufacturers handle all warranty and technical support matters. We assist you in communicating with the manufacturer.
All technical support and warranty matters must be opened by email or phone. We will not track warranty or technical support text messages. Please include your order number with your request.
Note that we may request photos or a video to open a technical support request or warranty claim. Below is a list of the brands we carry with the link to their warranty policy.