If you purchased from an Xtracycle dealer:
These returns must be handled by the Xtracycle dealer. The Xtracycle web-store return policy does not apply to items purchased through a dealer, the dealer’s individual policy applies. We recommend contacting the dealer you purchased the item through.
If you purchased from the Xtracycle webstore:
Returns must be approved prior to return shipment. Email us at firstname.lastname@example.org for approval.
Fill out the return form here to start the process. Items in new condition can be returned, via FedEx or UPS, within 30 days from date of shipment for a refund on the cost of the items minus a 5% restocking fee (minimum fee of $5), with no compensation for shipping either way. This restocking fee covers the non-refundable credit card transaction fee plus handling fees.
Items that are not in new condition cannot be returned. This includes items without original packaging or those missing parts, scratched, dented or damaged. Xtracycle does not issue refunds or send back items which are not in new condition.
Items being returned must be shipped within 14 days of the request being filed, otherwise, the claim will be voided and the item will no longer be returnable.
New Bikes sent via Direct Home Delivery
Within 100 days of receiving your bike and within 100 miles of riding, you may return it to us free of charge if the Xtracycle you purchased doesn’t fit your needs! We will arrange for a freight pick-up of your bike and you will follow our instructions to prepare your bike for the return trip.
Please note that you will have to meet the following requirements in the process of returning your bike in order to be refunded for the total amount of your purchase:
- the bike must be in like-new condition without major damage or wear, or modifications
- be available at home for the scheduled pick-up of your bike by the shipping company
- print out and sign copies of the Bill of Lading and labels when they are sent to you by email
- document that your bike has been properly secured to the pallet according to the instructions you will receive
New Bikes sent via Local Bike Shop Pick-Up
There are no returns or exchanges on bikes sent via Local Bike Shop Pick-Up.
New Unassembled Bikes
There are no returns or exchanges on unassembled bikes.
Sale Items, Used Items and SLC bikes
There are no returns or exchanges on sale items, used items and SLC bikes.
Return Shipping Instructions
If a returned item is damaged in transit and it arrives in damaged condition, Xtracycle cannot issue a refund nor return the item to you. Please insure the return shipment if you’d like to receive compensation from the carrier if the item is damaged in transit.
UPS Ground and FedEx Ground offer $100 of insurance coverage at no additional charge. Both FedEx and UPS also offer the option to add more insurance. If an item arrives damaged, Xtracycle would be able to offer pictures and documentation for you to file an insurance claim with the carrier but would not be able to file that claim for you.
Still have more questions? Feel free to hit the button below to find options for contacting us.