Full payment via any major credit card or financing through Klarna is required to initiate an order from the Xtracycle webstore.
Shipping and Handling
- Prices do not include freight. Shipping will be calculated at checkout.
- Accessories are shipped in cardboard boxes using either UPS or truck freight.
- BBOH Complete Bikes are shipped fully assembled via a courier service.
- The buyer is responsible for notifying Xtracycle about any shipping damage or problems within 7 days of receipt. Failure to report damage or missing items within 7 days will result in forfeiture of right to claims with Xtracycle Inc.
Order Turnaround/Delivery Time
Order processing time for in-stock items is generally within 24 hours when orders are placed before 12 noon PST. We do not promise same day shipment under any circumstances. Delivery can take between 2 and 10 business days depending on carrier and distance from our Ontario, California based warehouse.
If you purchased from an Xtracycle dealer: These returns must be handled by the Xtracycle dealer. The Xtracycle webstore return policy does not apply to items purchased through a dealer, the dealer’s individual return policy applies. Contact the dealer you purchased the item through to process the return.
If you purchased from the Xtracycle webstore: Returns must be approved prior to return shipment by emailing firstname.lastname@example.org. Items in new or like new condition can be returned within 30 days from date of shipment for a refund on the cost of the item 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 dented or damaged or sale items cannot be returned. If a returned item is received in less than new condition (i.e. with scratches, dents, dirt or other signs of use), we will not be able to issue a refund or return the item to you. By shipping an item in less than new condition, you are forfeiting the item and any refund. Items being returned must be shipped within 30 days of the return request being filed, otherwise the claim will be voided and the item will no longer be returnable.
There are no returns or exchanges on sale items.
If a returned item is damaged in transit and it arrives in damaged condition, we will not be able to issue a refund or return the item to you. If you are concerned about possible shipping damage when returning an item, we would recommend shipping the item back via UPS or FedEx which offers $100 of insurance coverage, or USPS Priority which offers $50 of insurance coverage. FedEx, UPS and USPS all offer the option to add more insurance. In the case that an item arrives damaged, we would be able to offer pictures and documentation for you to file an insurance claim with the carrier but we would not be able to file that claim for you.
If an order has not shipped, the order can be cancelled or items can be removed from the order prior to shipment. The non-refundable 5% restocking fee (minimum of $5) will be deducted from the refund amount on order cancellations. If an order has already shipped, the order cannot be canceled and the order will have to be processed as a return upon receipt of the package. Please refer to the Returns policy above for details on how to initiate a return.
Limited Warranty: Xtracycle bikes and ebikes
The Xtracycle warranty covers each frame and fork of the bicycle or ebike against defects in workmanship and materials for three (3) years. If you register your bike within 30 days of purchase, your warranty will be extended to a lifetime warranty.
All original parts are covered for a period of one (1) year, except for the parts listed which are not warrantied once the bike or ebike is ridden or are not a part manufactured by Xtracycle: bar-end plugs, brake pads, chain, chain guard, cassette, chainrings, grips, handlebar stabilizing spring, kickstand ends, nipples, spokes, rims, tires, tubes, and valves, front and rear brake caliper and pads, front and rear brake rotor, brake levers, headset, handlebar grips, shifter, front and rear derailleur, crank, cassette, front and rear hub, front and rear tire and inner tube, Supernova lights*, Busch+Muller lights*, Herrmans lights*, Biologic Joule dynamo hub*, pedals, chain guard (found on 11i only), Shimano parts*, Bosch Parts*(this includes the motor, battery, charger, display, chain – these might be covered under Bosch’s warranty)
*These products are not manufactured by Xtracycle so are not covered under Xtracycle’s warranty. Parts might be covered under a warranty supplied by the original manufacturer.
Limited Warranty: Xtracycle accessories
This warranty does not cover: normal wear and tear, improper assembly, improper follow-up maintenance, installation of parts or accessories not originally intended for, or compatible with, the bicycle as sold; damage or failure due to accident, misuse, abuse, or neglect, labor charges for part replacement or changeover, original shipping costs.
Xtracycle warrants each Xtracycle accessory against defects in workmanship and materials for one (1) year. Some accessories have the option to double your warranty if you register your product. These products include: WheelSkirts, CargoBay, HiViz Lid, PorterPack, SlingSet, and LockPocket .
Limited Warranty Terms
This warranty is void in its entirety by any modification of the frame, fork, or components. This warranty is expressly limited to the repair or replacement of a defective item and is the sole remedy of the warranty. This warranty extends from the date of purchase, applies only to the original owner, and is not transferable. Xtracycle, Inc. is not responsible for incidental or consequential damages. Some states do not allow the exclusion of incidental or consequential damages, so the above exclusion may not apply to you. Proof of purchase is required. This warranty gives the consumer specific legal rights, and those rights may vary from place to place. This warranty does not affect the statutory rights of the consumer.
Warranty on Bosch parts
The Bosch electric motor, battery, and console are warrantied for two (2) years. The warranty only applies to the original owner, is non-transferable, and is voided if the system is modified by the owner in any way. Proof of Purchased is required for claim approval. A certified Bosch dealer must handle these claims but Xtracycle is happy to send riders in the right direction with these claims. Simply email us at email@example.com and we can get you the info you need to get your Bosch claim resolved.
Warranty on other non-Xtracycle parts
Some parts on Xtracycle bikes are not made by Xtracycle. For example, the Shimano shifters or the Biologic dynamo hub. These parts carry their own warranty and you will need to contact their manufacturer. Not sure if a part is covered by our warranty or the manufacturers? Drop us an email at firstname.lastname@example.org and we can either help or send you in the right direction.
Filing a warranty claim
If you purchased from an Xtracycle dealer: These warranties must be handled by the Xtracycle dealer. Contact the dealer you purchased the item through to process the warranty claim.
If you purchased at Xtracycle.com or if going to the original shop is not an option: Please fill out the warranty claim form here.
By purchasing a bicycle from Xtracycle Inc., you are agreeing to take full responsibility for your own safety and the safety of those who ride this bicycle (i.e. your customers). This responsibility requires that you tune up your brakes as needed and inspect the seat, tires, frame and other components each time the bicycle is ridden. It is your responsibility to recognize the limits of your machine and ride within those limits, especially when carrying cargo. Xtracycle Inc. is not responsible for any accidents, even those attributable to bicycle design or mechanical failure of the bicycle. Do not purchase a bicycle from us unless you accept full responsibility for yourself and anyone else who rides it.
All sensitive information such as credit card details, name and address is encrypted. This means that information passed between your computer and our website cannot be read even in the event it is intercepted by someone else. We are also Tier 1 PCI (Payment Card Industry) compliant, courtesy of our web hosting service, Big Commerce, and their credit card processing partner, Secure Net. Tier I ensures unbeatable security and protection of sensitive customer information. Websites go through a rigorous independent audit and significant investment to attain Tier 1 PCI DSS certification with the prime purpose of ensuring that their customers’ data is as safe as possible when they purchase products online. For more information please see thePCI Security Standards Council Website.
We encourage you to call us. We’d be happy to help! If you have questions concerning specifications, options, customizing or anything else; please call, e-mail or write.
Mailing address: Xtracycle Inc., 868 43rd St. Oakland, CA 94608