Returns and exchanges

 What’s your return policy?

If you're not totally happy with your online purchase, we'll do what we can to make it right. Follow our return process below, and we'll get you sorted out! 

 

The Rules

  • Returned items must be in unused or unworn condition, and need to be accompanied by the packaging the item(s) came in.
  • We must receive all return shipments within 60 days of when your order shipped from us originally.
  • We only issue refunds on your original payment method.
  • We don’t do exchanges. Instead, return the product and order an alternate one.  If appropriate we will refund for the original order.
  • Shipping is non-refundable unless we screwed it up in the first place.

 

Non-Refundable Items

  • Any items that don’t meet the criteria above.
  • Sale items that state they are final sale (items that have had a discount applied during checkout are still returnable unless otherwise specified)
  • Frames and complete bikes. Please speak to your local authorized Rocky Mountain dealer.
  • Clothing, parts, or accessories not purchased through our online store.

  

How to return something

Send an email to shop@bikes.com and include:

  • full name
  • order #
  • item you'd like to return

 

Specify the reason for return:

  • Ordered wrong item
  • Didn't like
  • Wrong size
  • Defective
  • Delivered wrong item
  • Other (please specify)

 

Ship the item back to us at the following address:

Rocky Mountain
Attn: Web Store Returns
9095 25e avenue, St-Georges de Beauce
Quebec, Canada  G6A 1A1

 

Please use a traceable shipping method (ex. UPS or FedEx) for returns as we are not responsible for lost packages. Include the original packing slip. If misplaced, print and include the email confirmation you received when you placed your order. Make sure to indicate the item you want to return.

We'll use the credit card from your original order for any refunds necessary. If we blew it and the reason for the return is our mistake we will reimburse you for the shipping charges (equivalent to regular ground shipping).

 

Can I exchange an item?

To make it as easy and quick as possible, the best way to ensure you can exchange an online order for the product you would like is to go ahead and purchase that new product immediately from the website. Following that please fill out the return request form and following instructions from our Customer Service team, send the product back for a refund. Please note we do not refund shipping charges and all products must be returned with original packaging in unused condition.