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FAQ
By Bikesport, Inc. Staff.

 

Q. Do you Ship Bikes?

A. Yes. Bikesport, Inc. ships bikes to all of the lower 48 states in the U.S., Alaska, Hawaii, many Asian, European, Central and South American countries. Bikesport, Inc. cannot ship bikes to countries from which the U.S. is restricted from trade. As of June 2008 these include but are not limited to: Afghanistan, Iraq, Libya, North Korea, and Somalia. We only ship bikes that are authorized for mail order or internet sales by the manufacturer, in compliance with their dealer agreement.

Q: Are you an Authorized Dealer for the Bikes you sell?

A. Yes. Bikesport, Inc. is an authorized dealer for each brand we sell. Some brands are restricted from mail order sale by their manufacturer. Bikesport, Inc. is not permitted to sell these brands via the internet or over the phone. For specific information on which brands we are allowed to sell via phone and internet sales please phone us at (313) 278 1350.

Q. How do you ship Bikes?

A. Bikesport, Inc. ships via UPS Ground for most bicycles and orders within the United States. For orders to some countries we may divide a bicycle shipment into two smaller boxes, one containing the wheelset, the other containing the rest of the bicycle and use a different shipping service such as USPS.

Q. What should I do about Customs requirements for a Bicycle order to a country other than the United States?

A. Compliance with Customs, tariff, tax and import requirements is your responsibility. Please understand the duties, taxes, tariffs and import restrictions that may apply to a bicycle purchase coming into your country before placing an order. Bikesport, Inc. does not have current customs information for all of the countries we ship to. Complying with these requirements is your responsibility.

Q. How long will my order take to arrive?

A. Bikesport, Inc. does not guarantee delivery dates. Our employees may offer an estimate of delivery time including shipping transit time, backorder duration (if any) assembly and processing time. This is only an estimate. It is not a promise. No Bikesport, Inc. employee is authorized to promise delivery times or dates.

Q. I placed my order but I'd like to make a few changes to it: May I?

A. We want your new bike to be the way you want it. If you would like to make changes to your order before it is shipped we are pleased to accomodate your request. If additional parts must be ordered and or changed this will add to the delivery time. Depending on the changes we may also want to confrim them via e-mail with a new, revised invoice. We are always pleased to make changes to existing orders but remember they will add reasonable processing and assembly time to the order.

Q. I have a race this weekend and I need my bike now.

A. Every customer and every event is critically important to us. Our business is based on supplying bikes to people for events. Nearly all of our employees race themselves. For this reason we inform our customers here and elsewhere in our store and website to order their bikes a minimum of 6 months prior to their event date. This lead time gives you adequate time to receive your bike, be fitted correctly and get acclimated to your new riding position as well as resolve any issues that may exist.

If you know you need a bike by a specific date it is best buy your bike a minimum of 6 months prior to that date so that you can receive your bike, have it assembled by a bike shop, be professionally fitted on it and have several months to get accustomed to your new equipment then have any modifications made to fine tune your fitting and mechanical performance before an event. You should not race on new equipment that has not been professionally assembled and fitted.

Q. Can I cancel my bike order if it is not received by my event date?

A. If you are only buying a bike for a single event please let us know at the time of order. We do not promise delivery dates but we may be able to provide and estimate of delivery date. Please remember that a specifically road or triathlon bike is a specially prepared race equipment for a specific athlete. It is intended for many years of enjoyment, not just one weekend. It is worth investing the necessary time to get the right equipment for the rider, not just for one weekend. There is a 15% restocking fee for cancelled bike orders. If you know you need a bike by a specific date it is best buy your bike a minimum of 6 months prior to that date so that you can receive your bike, have it assembled by a bike shop, be professionally fitted on it and have several months to get accustomed to your new equipment then have any modifications made to fine tune your fitting and mechanical performance before an event. You should not race on new equipment that has not been professionally assembled and fitted.

Q. Can I check the status of my order?

A. Bikesport, Inc. is a small business that processes a large number of orders. At any given time there may be over 200 bike orders in process at various stages of delivery and fulfillment. Every order is equally important and the majority of our bike orders are for people who are doing races or events. Customer service is a priority so we do our best to handle requests for status updates on bikes; however, requests for status updates on bikes delay the actual shipment of orders. The fastest way to get your order is to place your order early. Repeated requests to check the status of orders mean our staff has to stop building and shipping bikes to look up information and write e-mails or make phone calls. Each day our staff spends at least 10 man hours replying to requests for order status. While we understand this is important we know your primary concern is getting your new bike as quickly as possible. The higher the volume of requests to check order status the slower the process becomes. Please understand that we are happy to check the status of your order but we may not be able to provide specific information and it may slow down the order processing cycle.

Q. Can you track my bike?

A. Once UPS issues us a tracking number for a bike being shipped from us to you we are happy to provide it to you via e-mail or phone. Be aware that it often takes 1-3 days for a UPS tracking number generated by us to go “live” or show movement on the UPS website. We cannot track outstanding orders but we may be able to offer an estimate of the arrival date, this is only an estimate.

Please note that individual bikes cannot be tracked from the manufacturer to us. We can only offer an estimate of delivery time. Estimates do not constitute a promise of delivery and may be incorrect. These are only estimates. Please allow adequate time before events (we recommend 6 months) for bike delivery, set-up and acclimation to your new bike.

Q. My bike has taken longer than I expected, why?

A. Lead times are affected by many factors. Most of the bikes we sell are performance oriented, specialty bikes. As a result supplies are limited and lead times can change. These factors are beyond our control. While other industries, including the one you may work in, may be able to precisely track manufacturing and delivery throughout the fulfillment cycle the systems to do this in bicycle retail do not exist. As a result lead times may be longer than anticipated especially on high demand bikes and during peak seasons or for low production bikes. We do our best to expedite all orders and interact with our suppliers every day throughout the day to insure the most prompt delivery possible. Please remember a performance bicycle is an expensive purchase designed to last. It is worth being patient to get the bike you really want.

Q. In my industry/job/profession we can track every order: Why can’t you?

A. While automotive, medical, financial, electronic and information technology industries often have elaborate systems in place from the highest level to track transactions the resources to adopt these systems universally in the cycling industry do not yet exist. Many specialty vendors are cottage industry or very small companies. The people answering their phones for customer service are the same ones packing and shipping orders and in some case actually manufacturing the products themselves. As a result there is no real-time capability to precisely track individual orders from placement to fulfillment.

Q. Can I call the manufacturer to check on my order?

A. Manufacturers and distributors generally prefer that retail consumers interact with retail outlets. Most manufacturers and distributors to bike stores do not have the resources to interact with end users and may not have accurate information about individual orders. This can often add unnecessary confusion to the order fulfillment process. The people answering their phones for customer service at many small bicycle vendors are the same ones packing and shipping orders and in some case actually manufacturing the products themselves. Answering questions about delivery times diverts them from the task of delivering your bike quickly. If they have to field 10 inquiries per day that each take 6 minutes to answer they have spent an hour on the phone they could have spent preparing the bike you may be waiting for. When inquiring about outstanding orders it is always best to contact the retailer.

Q. What do I have to do to assemble my bike once I receive it?

A. We always recommend you take your new bike to a bike shop for professional assembly and adjustment for your safety and comfort. This is important for your safety and to help establish a relationship with your local bicycle retailer who will assist you with accessories, fitting and maintenance. Racing, road and triathlon bicycles need precision assembly fro experienced mechanics with specialized tools and techniques. For your safety and the optimum enjoyment of your bike a professional bike shop will assist you in getting the most fro your bike.

Q. I’m afraid to take a mail order bike into my local bike shop. Will they be mean to me if I bought a bike somewhere else?

A. Most modern retailers welcome you for service on your new bike purchased by mail order- it is a great source of revenue for them! Forward thinking retailers offer internet specific services such a special assembly/tune-up package for bikes bought remotely and brought to their shop for assembly. We always recommend you take your new bike to a bike shop for professional assembly and adjustment for your safety and comfort. If your shop is a qualified bike fitter they will benefit from your remote purchase by selling you a complete assembly, bike fit and positioning in their store. When your local bike shop develops smart ways to work with the internet they welcome you and your new bike as a great opportunity to provide service and build a relationship while generating valuable, high profit margin revenue. A good local bike store servicing your needs when you buy your bike elsewhere on line or over the phone will make as much or more profit as they would have had you bought the bike from them!

Q. Do you swap components at no charge during a fitting?

A. Yes. Components of the equal value are exchanged at no additional charge at the time of your final fitting. When additional components are needed to complete a fit, such as a new cable set when replacing a cockpit or adjusting a stem length, you pay only for those new components. We discard the old components, such as cable sets that are too long or too short for a given cockpit assembly. Charges to replace a full set of drivetrain and brake cables and housings are usually $60. Saddle exchanges at time of fitting are done based on a flat $30 credit for the original saddle toward the regular price of any new saddle.

For bikes shipped to the buyer we will exchange components once the original components are received back from the buyer. Buyer pays the shipping of the return component to us, we pay the shipping to them upon receipt of the original component if the new component is in stock in our store. If we must order the new (replacement) component, it will ship when we receive it. There is an upcharge for components replaced during a fitting that are of greater value than the original component.

© Tom Demerly, Bikesport Inc.
Site Designed and Maintained by: Intuitive Business Solutions.

 
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