Return Policy
If you purchased from an Xtracycle Partner Shop:
These returns must be handled by the Xtracycle Partner Shop. The Xtracycle web-store return policy does not apply to items purchased through a Partner Shop; the shop’s individual policy applies. We recommend contacting the Partner Shop you purchased the item through.
If you purchased from the Xtracycle webstore:
New accessories
Returns must be approved prior to return shipment. Email us at support@xtracycle.com 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 & sale Shimano bikes shipped via Direct Home Delivery, Local Pick-up, or Local Delivery
We strongly believe that you’ll love your Xtracycle. We are happy to help you find the right bike for you. All you have to do is schedule a call or a test ride. Our team will make sure all your questions are answered to help you buy with confidence.
Returns are possible within 15 days of receipt and 50 miles of riding. Xtracycle will provide a full refund of the purchase price of the bike and any accessories. Please take care of your bike, as we aren’t able to issue full refunds for damaged bikes.
The fine print:
- Assembly & delivery fee is not refundable.
- Return shipping costs are not covered by Xtracycle.
- All returns must be pre-approved. Email us at support@xtracycle.com to begin the process.
Shimano electric bikes shipped Unassembled & bikes assembled by a local bike shop
We strongly believe that you’ll love your Xtracycle. We are happy to help you find the right bike for you. All you have to do is schedule a call or a test ride. Our team will make sure all your questions are answered to help you buy with confidence.
Returns are possible within 15 days of receipt and 50 miles of riding. Xtracycle will provide a full refund of the purchase price of the bike and any accessories. Please take care of your bike, as we aren’t able to issue full refunds for damaged bikes.
The fine print:
- Initial shipping fee is not refundable.
- Any disassembly needed for return shipping is your responsibility and can be done by any bike shop.
- Return shipping costs of your unassembled bike are not covered by Xtracycle.
- All returns must be pre-approved. Email us at support@xtracycle.com to begin the process.
Bosch electric, non-electric, & sale bikes shipped Unassembled
There are no returns or exchanges on Bosch electric, Non-Electric, & Sale bikes shipped unassembled.
Second Life Certified bikes
There are no returns or exchanges on Second Life Certified bikes.
Return Shipping Instructions for approved returns
These instructions apply to approved returns only. Items sent without prior approval will not be returned or refunded.
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.
- Choosing a selection results in a full page refresh.
- Opens in a new window.