-Credit Card (American Express, Visa, Mastercard, & Discover)
-Paypal (we will email you an invoice upon request)
We invest heavily in helping people make the purchase right for them, and our track record is nearly perfect. In less than 1% of all our e-bike sales, someone requests a return or exchange. We consider these requests on a case-by-case basis, and always do our best to find a solution.
You must alert us within 14 days of receiving the product of your intent to return. All returned items must be new, unused, unassembled and include all original parts and packaging materials. Returns will not be granted after 14 days of receiving the product. Returns will not be granted if the product is used, does not have all original parts and original packing materials. You can expect a refund after we have we received back the product, inspected it to be assured it is in new condition and eligible for resale. You will be refunded the purchase price, EXCLUDING the original "free shipping" cost included in the original price of the product, return shipping fees and a 30% restocking fee. Original shipping charges are non-refundable. Customers are responsible for returning the product at their own expense. You can expect a refund within 14 days of our receiving your returned product back complete and in new, unused condition with all parts and original packaging.
You must alert us within 14 days of receiving the product of your intent to exchange. All exchanged items must be new, unused, unassembled and include all original parts and packaging materials. Exchanges will not be granted after 14 days of receiving the product. Exchanges will not be granted if the product is used, does not have all original parts and original packing materials. You will be issued a credit to be used toward your purchase of another product once we receive back the product, inspected it to be assured it is in new condition and eligible for resale. You will be credited the purchase price, EXCLUDING the original "free shipping" cost included in the original price of the product, return shipping fees and a 30% restocking fee. Original shipping charges are non-refundable. Exchanged products must be in selling condition as new, unused and with all original parts and packing materials. Customers are responsible for returning the product at their own expense. You can expect a credit within 14 days of our receiving your returned product back complete and in new, unused condition with all parts and original packaging.
DAMAGED OR DEFECTIVE ITEMS
If you receive a damaged or defective item, contact our within 3 days of delivery at firstname.lastname@example.org. If there is significant visible damage to the carton upon receipt, request that the delivery person note the damage and request a claim be filed with the carrier for damage. Take photos of the damage that is clear. Please be prepared to supply your name and order number from your original confirmation e-mail. Brockton Cycle Center will make every reasonable effort to assist you by either providing replacement parts or technical assistance to solve the problem. As a rule, products which are eligible for replacement parts under manufacturer warranty are subject to the normal return policy. Products that have cosmetic damages are subject to the returns policy above. The manufacturer will issue touch up paint for scratches or in the rare cases we can't supply touch up paint we will issue a small refund fee no higher than $10 for touch up paint that you buy, provided that you provide proof of purchase with a copy of the receipt. Products that require tuning and adjustments are not damaged or defective. During shipping, the product and components may shift, and the product may need to be tuned and adjusted.
DEFECTIVE BATTERY POLICY
Sometimes shipping carriers can damage the box during shipping. This can lead to the battery becoming damaged and not working. If you believe your battery to be faulty you will need to send us proof. To do this you can take your battery to a Batteries Plus or use a voltmeter at home to test the battery and send us a picture of the reading on the voltmeter. Once you send us a photo of the reading showing the voltage is low, we can have a shipping label sent to you to send the battery back. If you do not want to test the battery or cannot you need to return the battery so we can test if it is defective. Once we receive the battery back, we will test it to prove it is defective we will ship out a new battery or fix the battery and ship it out within 7-10 business days. If you want to return the bike because you believe the battery is defective it will be subject to the normal return policy above.
RETURNING AN ITEMRETURN SHIPPING
1. Pack the item(s) securely in the original product packaging. Please include all paperwork, parts, and accessories. All products must be returned in new, unused condition, to ensure a credit or refund.
2. Before sending your return shipment, please remove all extra labels from the outside of the package.
3. Send the return package to the address we provide.
4. All return shipping charges must be prepaid. We cannot accept C.O.D. deliveries.
5. Retain the return Tracking Number to monitor delivery status.
6. To receive a refund or credit, items must be returned within 10 days of original shipment date.
7. Credit for gift returns will be issued to the original purchaser.
8. You will not be refunded original "free shipping" charges included in the original price of the product under any circumstances on the product that is returned. Please be aware that shipping charges can be very expensive.
9. Please include all paperwork, parts, and accessories.
10. You will be responsible for freight shipping costs. You must be present at the location and time of pickup. All packaged item(s) must be at the front door for the freight driver.
11. To receive a refund or credit, items must be returned within 14 days of original shipment date.
12. Credit for gift returns will be issued to the original purchaser.
Delivery times vary for different e-bikes, and we receive weekly updates from manufacturers on availability. We’re working on a way to publish this info on our website in real-time for every e-bike, but in the meantime please contact us to receive a delivery estimate.
We offer several shipping options:
Option #1: pick the bike up from our Brockton location (free!)
Option #2: have the bike delivered to you 70% assembled (free!)
Option #3: have the bike delivered to you 90% assembled ($150)
(You can see exactly what assembly is required just below. Rest assured; in both cases it’s very simple.)
Occasionally we are able to personally deliver the bike 100% assembled. We’ve done this as far north as Maine and as far south as Virgina. If this is a possibility, we will let you know.
Once you place your order, our shipping process immediately kicks into gear and we can generally have the bike sent from the warehouse to us within a day or so. There are certain bikes that take longer to ship, either because they’re exclusively built-to-order or they are only shipped to the US periodically. For these e-bikes we’ll always reach out right away to walk you through the specific timing implications and your additional options to speed things up.
Once we receive the shipment, our service team assembles the bike and tests it to make sure it’s in tiptop shape before shipping it onto you. This is also when we would install any additional accessories or modifications you’ve ordered. Once shipped, we’ll send you a tracking number and keep you up-to-date every step of the way.
70% Assembled: If you opt for the free shipping option (70% assembled), this shipping method is free for most bikes and it requires some assembly.
It’s recommended if you have some basic mechanical skills and want to save a few bucks. We’ll still test and tune the bike as we do with all bikes before shipping, but you’ll need to install some items which we have listed below:
Handlebars: Install the handlebars onto the stem (all cables are attached and adjusted)Front Wheel: Install front wheel (most bikes are quick release so it’s usually a quick process)Pedals: Install Pedals. Remember there is a left and a right side and the left side is reverse thread, so you’ll need to turn it to the left to tighten it instead of the right like normal. If you need help check out this video.Additional Parts: In some cases items like the front fender and other small parts may need to be removed to prevent damage during shipping. These items will also need to be installed upon arrival.*tools required: 4, 5, 6mm Allen Key, 15mm Wrench.
90% Assembled: If you opt for the upgraded shipping option (90% assembled), this shipment method costs $150 in the continental US and it’s our premium shipping option for our distant customers.
The bike arrives with the handlebars and the front wheel installed unlike the shipping method above. We ship the bike in a large box that we had custom made to fit our bikes and it’s the closest to ready to ride we can get it. You’ll just need to perform two main tasks when receiving the bike:
Handlebars: We turn the handlebars sideways to fit it in the box. You’ll just need to turn them straight and tighten the stem bolts.Pedals: Install Pedals. Remember there is a left and a right side and the left side is reverse thread,so you’ll need to turn it to the left to tighten it instead of the right like normal. If you need help check out this video. *tools required: 4, 5, 6mm Allen Key, 15mm Wrench.
Local/Fully Assembled: For customers located nearby we do our best to deliver the bike to you in person.
It really depends on availability. We work with several contractors to deliver the bike fully assembled, it’s also not that uncommon for Chris or his father Chris senior to deliver the bike to you personally. If you’re in this radius we’ll work with you to figure out the best way to get the bike to you. We try to deliver the personal touch wherever we can and it’s really great to connect with our customers in person if we can.
If you’d like to learn more about any of our bike shipping options, please don’t hesitate to reach out!
support after purchase
Our bikes have been carefully selected for reliability, especially the electrical components, and have two-year warranties (that are rarely needed). The maintenance required will be no different from that of a regular bike, so your local bike shop (including us if you’re nearby) will be amply equipped to handle it. If you ever have an electrical issue – a big if – and you don’t live nearby, we will still make sure it gets resolved.