**Holiday Return Policy**
Anything purchased from us from November 1st, 2017 to December 31st, 2017 can be returned through January 31st, 2018. Eliminate holiday stress! Please open and assemble your purchase as soon as you can. Check out our extensive online knowledgebase of assembly videos and tips. Be sure to let us know if you need assistance. Our customer service and tech departments are here for you, and will work hard to be sure you are pleased.
Return Policy How Do I Return My Order?
We are proud to be the official online retailer of Vilano Bikes, Vilano SUP boards, Conquer and Optima sporting equipment, and Gavin shoes.
We understand that when you order stuff online, you can’t try the shoes on or take a fixie bike for a test ride. So when you receive an item and it’s too roomy or the bike’s color clashes with your spandex bodysuit, let us know within 60 days and as long the item is still in brand new condition in its original box, we’ll take it back!
Send us an email to email@example.com with your original order number, what item you are returning, and your name. We will issue an RMA # (returns cannot be accepted without an RMA #).
The return shipping is on your dime, and since we offer free shipping, our actual outbound shipping costs will be deducted from your refund. We may assess a 20% restocking fee if the item has signs of wear. That is part of doing business online, guys. Here are a few questions to ask yourself as you consider returning something:
- Did you get what we said you would get? The bike looks awesome and rides well. The shoes fit perfectly. You set your bike up on the trainer and had a great workout, took the inflatable SUP board to the lake or watched your child glide away on her push bike. If no, then please contact us and we will refund you for the item, as long as it’s returned in like-new condition.
- Did you irreversibly change it? Did you paint lightning bolts on the down tube? Did you switch out the wheels or put layer upon layer of neon green duct tape on your drop bars? If yes, then we all have to live with our choices. This is an important life lesson too!
- Does it seem karmically right to let somebody exchange a pair of shoes worn for 57 spin classes because the instructor switched out the pedals and now they aren’t compatible? How about if you rode a bike on campus every day for two weeks in the rain, then decided to return it because you don’t want to sit in math class all muddied up? Sure, we have a very flexible return policy, but seriously, does it seem fair to return an unsellable item? Consider trading or selling the item to someone who may enjoy it more.
Every time I order something through the interwebs and have it show up at my door a few days later I think it’s nothing short of a miracle. But remember, sometimes an item may have traveled halfway around the world (amazing!) before you get it and on occasion the package gets a little roughed up. If an item is delivered to you damaged from shipping, missing any pieces, or we made an error which cannot be remedied with replacement parts, we will pay to return the item to us and send a replacement to you.
What if my item arrived damaged? Our bikes and other items are specifically packaged to withstand shipping issues. If your item arrives and looks damaged, or parts are missing, please notify us within 7 days. We will work with UPS on your behalf and make every effort to help you obtain the necessary replacement parts as quickly as possible, at no extra cost to you.
Our products are made to last for years and are covered by a generous warranty. The warranty doesn’t cover abuse, misuse, accident, neglect, theft or improper assembly, though, such as the following:
Like if you run your inflatable SUP board onto the beach while trying to out-paddle Jaws’ baby brother and the fin snaps off
You park your bike on the train tracks for just a few minutes while you pop into the convenience store for a sports drink
You put the bike together using your dad’s Swiss army knife and a rusty can of WD40
Online price adjustments can be made within 2 weeks of the original purchase to receive sale pricing if the exact size and color are currently in stock. Our goal is to make buying online easy, safe and efficient. If you have any questions, please contact us via email or call us at (855) 762-3245