Frequently Asked Questions
Find answers to the most common questions about ordering, shipping, returns, and more. If you cannot find what you are looking for, our customer service team is happy to help.
Ordering
How do I place an order?
Simply browse our website, add items to your cart, and proceed to checkout. You can check out as a guest or create an account to track your orders and save your information for future purchases.
What payment methods do you accept?
We accept all major credit cards including Visa, Mastercard, American Express, and Discover. We also accept PayPal, Apple Pay, and Google Pay. All payments are processed securely using SSL encryption.
Can I modify or cancel my order after placing it?
We process orders quickly, so please contact us as soon as possible if you need to make changes. If your order has not yet shipped, we can usually modify or cancel it. Once an order has shipped, you will need to wait for delivery and then initiate a return.
Do you offer financing or payment plans?
Yes, we offer financing through Affirm on orders over $150. You can choose to pay over 3, 6, or 12 months. Select Affirm at checkout to see your options and get a decision in seconds.
Shipping
How long will it take to receive my order?
Orders are processed within 1 to 2 business days. Standard shipping takes 5 to 7 business days, Express takes 2 to 3 business days, and Next Day delivery is available for orders placed before 12pm. Complete bicycles are delivered within 7 to 14 business days via our White Glove service.
Do you offer free shipping?
Yes. We offer free standard shipping on all orders over $75 within the continental United States. All complete bicycles ship free with White Glove delivery service.
Do you ship internationally?
We currently ship to Canada and select European countries. International shipping rates and delivery times vary by destination. Please note that customers are responsible for any import duties and taxes.
How can I track my order?
Once your order ships, you will receive an email with a tracking number and link. You can also log into your account to view order status at any time.
Returns and Exchanges
What is your return policy?
We offer a 30 day return window on most items. Products must be in their original condition, unused, and in original packaging. Complete bicycles can be returned within 14 days if they have not been ridden outside.
How do I start a return?
Contact our customer service team at returns@bikebay.com or call 1-800-BIKE-BAY. We will provide you with a Return Merchandise Authorization number and shipping instructions. Once we receive and inspect your return, refunds are processed within 5 to 7 business days.
Are there items that cannot be returned?
For health and safety reasons, helmets cannot be returned once removed from packaging. Nutrition products, undergarments like cycling shorts, clearance items marked as final sale, and gift cards are also non returnable.
What if my item arrives damaged?
Please contact us within 48 hours of receiving a damaged item. Take photos of the damage and packaging and email them to returns@bikebay.com. We will arrange free return shipping and send a replacement or full refund.
Bicycles
How are bicycles delivered?
Complete bicycles are delivered via our White Glove service. Your bike arrives fully assembled and ready to ride. A delivery specialist will contact you to schedule a convenient delivery time.
How do I choose the right bike size?
Each bike listing includes a size guide with recommendations based on your height. If you are between sizes or unsure, contact our team. Our cycling experts can help you find the perfect fit based on your measurements and riding style.
Do bicycles come with a warranty?
Yes. All bicycles come with the manufacturer warranty, which typically covers the frame for a lifetime and components for 2 years. Warranty does not cover normal wear and tear, accidents, or unauthorized modifications.
Can I customize my bike order?
Yes. Contact our sales team to discuss custom builds and component upgrades. We can help you configure the perfect bike for your needs. Custom orders may have different lead times and return policies.
Account and Privacy
Do I need an account to place an order?
No, you can check out as a guest. However, creating an account allows you to track orders, save your shipping information, and view your order history.
How is my personal information protected?
We use SSL encryption to protect all data transmitted on our website. Payment information is processed securely through our payment providers. We do not sell your personal information to third parties. See our Privacy Policy for full details.
How do I unsubscribe from marketing emails?
You can unsubscribe at any time by clicking the unsubscribe link at the bottom of any marketing email. You will continue to receive order confirmations and shipping updates for your purchases.
Still Have Questions?
Cannot find the answer you are looking for? Our customer service team is here to help.
Email: support@bikebay.com
Phone: 1-800-BIKE-BAY (1-800-245-3229)
Hours: Monday to Friday, 9am to 6pm Eastern Time
Saturday: 10am to 4pm Eastern Time