Terms & Conditions

Payment

Full payment via any major credit card or financing through Klarna is required to initiate an order from this store.

Shipping and Handling

• Prices do not include freight. Shipping will be calculated at checkout.
• Bikes are shipped in cardboard boxes using either UPS or truck freight.
• 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.

Back Orders

If bikes or accessories are not in stock at the time of the order, the entire balance will be charged and the items will ship once back in stock. Backorders will be entered as separate orders from in-stock orders.

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.

Returns

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 support@xtracycle.com. 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.

There are no returns or exchanges on sale items or complete bikes at this time.

Order Cancellations

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 2.9% payment transaction fee will be deducted from the refund amount on order and item 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. 

Warranty

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: bar-end plugs, brake pads, chain, chain guard, cassette, chainrings, grips, kickstand ends, lights, nipples, spokes, rims, tires, tubes, and valves.

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, shipping costs.

Limited Warranty: Xtracycle accessories

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 registered your product within 14 days of purchase. Refer to your product manual for details.

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; shipping costs.

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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 support@xtracycle.com and we can get you the info you need to get your Bosch claim resolved. 

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Warranty on non-Xtracycle parts

Some parts on Xtracycle bikes are not made by Xtracycle. For example, the Shimano shifters or the 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 support@xtracycle.com and we can either help or send you in the right direction.

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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.

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Warranty Claims

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 email us at support@xtracycle.com. We’ll handle your claim as quickly as possible!

Terms & Conditions

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.

Privacy

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.

Contact Us

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.

Phone: 888-537-1401

Email: support@xtracycle.com

Mailing address: Xtracycle Inc., 868 43rd St. Oakland, CA 94608