HOW TO MAKE A RETURN

Important: all returns must abide by our Return Policy and are subject to applicable fees.

Self-Service Returns:

Note: warranty, defective, mis-ships & bikes cannot be returned via Self-Service. See "Assisted Returns" below.

1. Click "Sign in" at the top of our site and enter your email address and password.
2. From the "Your Account" page, click the relevant order number from the "Last 10 Orders" list or select "Show More Orders" to see all purchases.
3. Click the yellow "Return Items" button below the order details.
4. Check the item(s) you wish to return and Select Return Reason from the drop down menu.
5. Ship the item back to us.
6. Refunds/Credits will be applied once received and processed.

Assisted Returns:

Exchanges

• Most eligible exchanges can be done easily via Self-Service, otherwise:
• Please contact [email protected].
• Qualifying items may be swapped for a different size or color.
• Return the item and we'll ship you the requested exchange at no charge (within the continental United States).
• Residents of Alaska, Hawaii, and US Territories may be subject to additional shipping fees.

Bikes and Framesets

• Please contact [email protected] or call for approval.
• Bike and Frameset returns must be authorized by Customer Service.
• Bikes and Frames are NOT eligible for returns if they have been test ridden, used, had parts/accessories installed or been exposed to any elements (dirt, rain, mud, etc).
• All complete bikes and framesets are subject to a 10% restocking fee.
• For continental US returns, a return shipping label is available for $130 for complete bikes and $30 for framesets.

Defective Products

• Please contact [email protected] or call for approval and a free label.
• Items damaged in shipping, broken on receipt, or incorrectly shipped also qualify for free return shipping.
• Ship the return within 60 Days.
• We will replace any defective item with the same item if the product is currently in stock, or make arrangements for a comparable replacement.
• For problems after 60 days, please see Warranty Service (below).
• Defective products are subject to the policies of the manufacturer. Should the manufacturer's policy dictate that you work directly with them, then that is the policy we will follow.

Warranty Service

• Please contact [email protected] or call to start your claim.
• Where applicable we will process your claim directly.
• For other claims we will be happy to get you in contact with the manufacturer.
• Please note that contacting the manufacturer directly will often lead to a quicker/easier solution.

Other

• If your return does not fall into the above categories or you have any questions, please contact [email protected] or call for assistance before mailing your return.

All returns of any kind should be sent to:

BikeTiresDirect.com Returns Dept.
5741 NE 87th Ave
Portland, OR 97220

RETURN POLICY

New and Unused Condition

• The item and all packaging, including accessories, boxes, manufacturer tags, and manuals must be returned in the same condition as shipped to you.
• Electronics must have all factory packaging, screen protectors, cables, and accessories, and be unactivated and unprogrammed.
• Apparel/footwear returns will not be accepted for items with missing or removed tags, items that have been used, items that are dirty, or items that have been washed.
• Taping and/or applying shipping labels directly to original packaging will invalidate the product as "new" and be subject to a 20% restocking fee.
• Tips:
1. Open boxes slowly and carefully.
2. Test shoes for fit on a carpeted floor—do not mount cleats.
3. Wrap saddle rails with electrical tape before mounting to check for fit.
4. Try on bibshorts with underwear and leave all tags in place. Do not use for exercise.

60 Days

• Returns within 60 Days will be eligible for refunds to debit cards or Credit Cards/Paypal with 5% fee.
• Returns after 60 Days may only receive Store Credit.
• Nutritional Products will not be accepted after 60 Days and cannot be accepted if opened.
• Closeouts, Open Box, and B-Stock items may receive Store Credit only and will not be accepted after 60 Days.

Store Credit

• Any accepted return is eligible for Store Credit.
• Store Credit is issued in the form of a gift code with an expiration date 1 Year from issuance.

VIP Points

• VIP Points used on a returned item will be restored.
• VIP Points earned from returned items will be deducted.
• The value of any VIP points to be deducted but already used will instead be deducted from The Customer's refund or credit.

Territory Restrictions

• Free, flat fee, and discounted labels are available only for residents of the United States.
• Residents of Alaska and Hawaii, and US territories may be subject to additional shipping fees on exchanges.
• International customers, including those from APO/FPO/DPO locations, are responsible for all return shipments, including warranty claims.
• International Orders do not qualify for Exchanges. All international returns will be processed as refunds and a replacement order must be made separately.

Unapproved Returns

• The Customer is responsible for all fees associated with a refused package, including a 10% restocking fee, unless the refusal was authorized by our CS team.
• Used products (if accepted) are only eligible for store credit and subject to a 20% restocking fee.
• Returns received with postage-due will have the cost deducted from The Customer's refund.

Schedule of Fees:

Return Shipping

• Customer assumes all risk on return shipment, whether self-shipped or using a prepaid label. We are not responsible for items lost or damaged in transit back to us.
• $9.95 flat fee label for most items
• $30 flat fee label for Framesets
• $130 flat fee label for Complete Bikes
• Variable discounted rate label for oversized items
• Self-ship at your own expense
• Return in Person to our Showroom
• Return shipping costs are non-refundable (Unless we've made a mistake.)

Restocking Fees

• Zero for items returned new and unused, and refunded as store credit — bikes & framesets excluded
• 5% on refunds to PayPal or Credit Cards
• 10% on Complete Bikes and Framesets
• 10% on Refused Packages
• 20% on used or opened products

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