Returns/Exchange Policy
60 Day Return Policy
We offer a 60 day return policy on all products returned to us in new (unused) condition. After 60 days, products in new condition may be returned for store credit within one year of the purchase date (see exceptions below).
We cannot accept returns of nutritional products after 60 days or once product has been opened.
Closeouts, Open Box, and B-Stock items can be returned for store credit only within 60 days of purchase. No returns are accepted on these items after 60 days.
If you request a refund to your credit card or PayPal account, we will assess a 5% restocking fee to cover our transaction fee expenses with those payment processors. To avoid this fee, simply request a store credit instead.
Used product (if accepted) is only eligible for store credit and will be subject to a 20% restocking fee and any other applicable fees. Store credit is issued in the form of a gift code and expires in 1 year from issuance.
Apparel Return Policy
Apparel returns will not be accepted for items with missing or removed care tags. For warranty concerns regarding items missing care tags, please contact Customer Service for assistance.
Bike and Framesets Policy
Bike and frameset returns must be authorized by Customer Service. Please contact our CS department if you wish to return a bike or frameset: (800) 682-0570.
Bikes and Frames are NOT eligible for returns if they have been test ridden, used, had parts/accessories installed or been exposed to any elements (dirt, rain, mud, etc).
Bikes and Frames must be returned in original box with the original packaging applied.
All complete bikes and framesets are subject to a 10% restocking fee.
For continental US returns, a return shipping label is available for $130 for complete bikes and $30 for framesets.
Defective Product Return Policy
If you've received a defective item, please return it to us within 60 days. We'll replace it for you with the same item if the product is currently in stock, or make arrangements to get a replacement item to you. After 60 days, we can help you with manufacturer warranty support. The return policy for defective products are subject to the policies of the manufacturer. Should the manufacturer's policy dictate that you work directly with them, then that is the policy we will follow.
What Does 'New Condition' Mean?
New condition means the item and all packaging including accessories, boxes, manufacturer tags, and manuals must be returned to us in the same condition as shipped to you. Electronics must have all factory packaging, screen protectors, cables, and accessories, and must not be set up or programmed. Basically, the item needs to look the way it did when it came to you.
To prevent damage to the products, please open boxes carefully. Try shoes on a carpeted floor and don't mount cleats until you are comfortable with the fit. Please wrap saddle rails with electrical tape before attaching to the seatpost to avoid scratching the rails. Taping and or applying labels to original packaging will invalidate the product as "new" and be subject to the restocking fee of 20% as used product.
How to Process a Return
We've now made it easier for you to start the return/exchange process. When you view your previous orders, you should see a button that reads Return Items for orders eligible for return. Clicking on this button will allow you to specify which items you would like to return, as well as the reason for the return. You will then be able to print a return shipping label and see any credit/refund you might get, including VIP points (more information about VIP points below). The charge for return shipping is $9.95 for most items. Items damaged in shipping, broken on receipt, or incorrectly shipped will not be charged return shipping. We're sorry, but heavy and/or oversized do not qualify for flat-rate shipping and will be charged our discounted shipping rate.
Exchanges - USA
We know it's often difficult to know what size shoe or apparel product is going to fit you when you can't try it on first. We take the risk out of purchasing over the internet. If upon receiving your order you find you need a different size or color, just return the item in new condition, using whatever shipping method you'd like. You're responsible for the return shipping cost, but once we've gotten your return, we'll ship you the size exchange at no charge (within the lower 48 United States). Residents of Alaska and Hawaii could be subject to additional shipping fees
Have a question about exchanges or need to expedite the exchange process? Contact us at [email protected].
Our warehouse address for returns is:
BikeTiresDirect.com Returns Dept.
5741 NE 87th Ave
Portland, OR 97220
Warranty Service
Please contact us if you require warranty service on any product purchased from us. We will help you out directly or help get you the best contact for the manufacturer; often the manufacturer will be able to provide a quicker/easier solution. Contact us at [email protected]
Return Shipping Costs
The charge for the shipping label is $9.95 for most items, but can be $0 for damaged, broken, or incorrect items. Heavy and/or oversize items don't qualify for the flat rate returns and will be charged our discounted shipping rate. Return shipping costs are non-refundable (unless we've made a mistake). Packages received with postage-due will have the postage deducted from the customer's refund.
International Returns & Exchanges
Please note that international customers, including those from APO/FPO/DPO locations, are responsible for all return shipments to us, including warranty claims. All products must be returned at the customer's expense in order to be refunded or warrantied.
To help facilitate the return process and speed up your resolution, all international returns will be processed as refunds. We regret that we cannot offer exchanges on international returns, but our goal is to issue your refund as quickly as possible, allowing you to place a replacement order at your convenience.
VIP Points on Returns
Any VIP Points used for the purchase of items that are returned will be refunded to the customer's account. VIP Points earned on returned items will be deducted. If the VIP Points earned on a returned item have already been used on a subsequent order, the value of the points used will be deducted from the customer's refund or credit.