Our online store currently accepts the following forms of payment: Visa, MasterCard, Amex, Discover, Paypal, ShopPay, GooglePay, Venmo and financing through Affirm.

Our online store does not accept wire transfers, money orders or checks. 

Error message at check-out:
This is likely happening for one of three reasons.
1) The zip code on the billing address you are entering doesn’t match the zip code on the card you are using. 
2) Your bank is blocking the transaction because of the total, in which case, give your bank a call to let them know a large purchase is coming through. 
3) You are shipping outside the US or Canada. We unfortunately cannot ship internationally.

Prices do not include freight. Shipping is $10 for all accessory orders to the continental US. For accessory orders shipping to Canada, the flat fee is $50. For accessory orders shipping to Alaska, Hawai’i, or Puerto Rico, the flat fee is $70.

For all other countries, see our international shipping options here.

Accessory only orders are shipped in cardboard boxes using either FedEX, UPS or USPS.

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.

Read the details about our bike shipping options within the continental US here: Bike Shipping Methods. Additional helpful information on shipping bikes to Canada can be found here.

For policies regarding shipping bikes outside of North America, please read the following links:

Alaska, Hawai’i and Puerto Rico
International (outside of North America)

If there’s shipping damage, please take pictures of all sides of the box and the damage on the Xtracycle bike or accessory. Please contact our support team right away at support@xtracycle.com.

You can register your Xtracycle product here.

If you ordered an Xtracycle cargo bike directly through Xtracycle, your bike and accessories were registered by the Xtracycle team. We sent the registration document to the email we have on file for your order. If you have any questions about the registration of your direct purchase Xtracycle bike, please email support at support@xtracycle.com.

The Xtracycle warranty is only applicable if bikes are assembled by a bike shop or Xtracycle. The Xtracycle warranty covers each steel frame and fork of the bicycle or e-bike against defects in manufacturing and materials for the lifetime of the bike for the original owner for personal use.

If your warranty claim for a bike or e-bike is approved, Xtracycle will do one of the following at its discretion:
– Provide you a replacement frame or fork OR
– Give you a store credit at xtracycle.com for the value of your frame or fork. 

All Xtracycle original parts are covered for a period of one (1) year for personal use or six (6) months for commercial use, except for the parts listed which are not warrantied once the bike or e-bike is ridden or are not a part manufactured by Xtracycle: bar-end plugs, brake pads, chain, 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, front and rear hub, 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) .

*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.

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.

If something is not working on your bike: contact us first at support@xtracycle.com to know what the next step is. Note that we do not provide reimbursement for service. We will work with a local shop in your area to resolve any issues.

Xtracycle warrants each Xtracycle accessory against defects in workmanship and materials for one (1) year.

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.

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 bikes and frames will be replaced as determined by Xtracycle inc. If no replacement frame is in stock for your bike, you will be issued a credit for the value of the frame.

A non-electric Xtracycle bike (Swoop, Classic, Stoker) retrofitted with an aftermarket electric system that includes a throttle may not exceed 20mph by throttle only. 

The Shimano electric motor, battery and cycling computer 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 Shimano STEPS 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 Shimano claim resolved. 

The Bosch electric motor, battery and cycling computer are warrantied for two (2) years for personal use or one (1) year for commercial use. 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. 

Some parts on Xtracycle bikes are not made by Xtracycle. For example, the Shimano shifters or Schwalbe tires. 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.

If you purchased from an Xtracycle partner shop: 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.

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 the PCI 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.

Phone: 888-537-1401

Email: support@xtracycle.com

Mailing address: Xtracycle Inc., 237 Shoreline Hwy #C, Mill Valley, CA, 94941